Customer Service

Our Building & Plumbing branches are open:
Monday – Friday 7.30am – 5pm
Saturday 7.30am – 12.30pm

Some of our branches are open from 7am, for more information please visit our branch summary page.

Our online team is available from Monday – Friday 8am – 5pm

We accept all UK credit or debit cards except those issued by American Express.

We are rapidly expanding our online range, and we do have most of our range online but if you can’t find what you’re looking for please contact your nearest Branch, who would be happy to help.

You can checkout as a guest, but the option to create an online account will be available throughout the checkout process.
This would allow you to keep track of your purchases – handy if you’re looking to make frequent orders!

Not at all.  Both the website and our branches are open to anyone to purchase our products at competitive prices, and a trade account is not required.

If you’ve placed your order online and received an acknowledgment showing it as “on backorder,” there’s no need to worry.

Online orders are first received by our Online Branch and held in a paused status. This allows our team to coordinate the order with the most suitable branch or delivery option — especially helpful when multiple branches could fulfill your order.

Once processed, our Online Team will confirm and allocate stock from the appropriate branch, arrange suitable delivery, and send you an updated order acknowledgment from the fulfilling branch.

If you have any questions regarding this process, please don’t hesitate to contact our Online Team on 01529 308839 — we’re always happy to help.

Orders placed online for delivery will first come into our Online Branch, and an acknowledgment sent to the customer.

As your order is being processed, it will be transferred to another branch to allocate stock, and a new acknowledgment will be sent to you.

Your order isn’t duplicated at any point in this process, simply transferred from the Online Branch to the branch fulfilling your order.

If you have any queries regarding this process, please don’t hesitate to contact the Online Team on 01529 308839.

We deliver within a 20 mile radius from our branches across Lincolnshire and Nottinghamshire, covering Brigg, Lincoln, Newark, Sleaford, Horncastle and Spalding and surrounding areas.

We estimate your distance from our branches using Google’s distance calculator, and the website will not allow you to checkout if you are outside this radius for dleivery.

Sometimes this tool doesn’t select the most practical route, so if you think it’s made a mistake, get in touch with your nearest branch and we’ll try hard to fulfil your order.

We would prefer for someone to accept delivery to ensure your order has arrived safely, but we can appreciate that this is not always possible.

If for any reason there is no-one available to accept delivery, our drivers will first contact the named delivery person on your order for advice on where to leave the delivery.

Otherwise, our drivers will leave your goods in a sensibly safe place at their discretion.

Delivery is usually within 3 working days from time of order, subject to stock availability (Monday to Friday only).

Feel free to submit any requests in the Delivery Instruction box in checkout.  Requests cannot be guaranteed but we will do our best to meet them or advise of the next soonest date.

Once your online order has been processed and planned for delivery, you will be contacted by either your local branch or the online team with your expected delivery date.

If, due to unforeseen circumstances, we are unable to deliver on the confirmed delivery date, we’ll contact you as soon as possible to arrange an alternative date.  We cannot accept liability for any costs due to delayed delivery.

We cannot be held responsible for any delays beyond our control. Please refer to our Terms and Conditions for further details.

Always check your order before signing for it. Damaged goods must be reported to us within 48 hours of delivery along with photographs of damage. Let the delivery driver know when you sign the delivery receipt and contact us as soon as possible on [email protected] or call 01529 308839.

Regretfully, we will not hand over goods if the above criteria have not been met.  It’s a necessary safeguard to make sure your goods go to the right person.

We’ll contact you by phone or email you to let you know as soon as your order is ready for collection.

Yes!

Turnbull branches are open Monday to Friday from 7.30am to 5pm, and Saturday from 7.30am to 12.30pm. You can collect ordered goods between these times.

You’ll need a copy of your order confirmation, either a paper copy or email order reference which will be on the order confirmation email, and photo ID.
If you are a trade customer, you’ll need your account details.

If you’re unable to collect your order within one working day of receiving your confirmation email, we’ll hold it for an additional three days. We’ll do our best to contact you before cancelling the order.

The goods are your responsibility once you’ve collected them, so it’s important to take time to check their condition before you leave the store. Of course, if in the unlikely case you have a concern, we’ll do everything we can to put things right quickly.

We’ll make every effort to contact you before cancelling your order. If the goods remain uncollected, we may cancel your collection order at our discretion and consider the contract of sale ended. Any payments made will be refunded in full.

You can cancel an order under our Customer Terms and Conditions , for example if we can’t provide your goods for collection within a reasonable amount of time because the product is out of stock or there is a substantial delay from a supplier. Let us know by email at [email protected] with your name, details of the order and your phone number and email address.

If you believe you have made an error with your order, please don’t hesitate to contact our Online Team on 01529 308839, and they will do their best to assist you and advise further.

Of course. You’ll need to return the products to the branch you chose for collection. You can find the details of our Returns Policy here.

If you have any missing or faulty items, or if there is anything wrong with your order when it arrives, please contact us by phone on 01529 308839 or send an email to [email protected].
We will let you know what to do next.

Of course. You’ll need to return the products to the branch you chose for collection. You can find the details of our Returns Policy here.

We can only accept full, unopened packs or products, and will be subject to a re-handling fee.

We are unable to accept loose, leftover materials back.  Please refer to our Returns Policy for more information.

Once your refund has been processed it can take up to 6 working days to return to your account or card.  Payments will be credited against the original card holder’s payment details where possible.

In order to access your account with us online, you will need a login for this. We have set-up some customers already who have received this information to the email address linked with their accounts, and they can login straight away.

If you haven’t received an email from us,  you can fill in this form and we’ll convert your branch account for use online, giving you the convenience of accessing your previous invoices and statements whenever you’d like, and more.

We have different account types to suit different customers. Please check out our new accounts page to work out which type of account meets your needs.

We’ll notify you by email as soon as you’re all set up.

If you’re having issues logging into your account, the simplest way to get around the issue is to reset your password. You will need to know the email address linked with the account to do this.

If you do not know the email address linked with the account, please email our Online Team on [email protected] for assistance.

In the below video, we’ll give you a tour of your online account. Where to find all your account information and how to use the handy filters to locate specific invoices, statements and credit notes.

Once logged in, you will automatically land on the tab to view ‘My Account and Outstanding invoices’. This page will only show outstanding invoices. If you’re looking for older invoices that have been paid, once logged in, navigate to the  ‘My Invoices and Credit’ tab, you will be able to view invoices going back 12 months and use the filters to search for a specific invoice.

For invoices going back any further than this, please contact our Credit Control team on 01529 308837 or email [email protected]

At the moment, invoice payments can’t be made through your online account. However, you’re welcome to pay by bank transfer (BACS) or over the phone by card.

For full details or assistance, please get in touch with our Credit Control Team on 01529 308837 — they’ll be happy to help.

All pricing states whether it is inclusive or exclusive of VAT on product pages and in your basket. If you’re browsing the website without logging in then all pricing will be displayed inclusive of VAT. If you’re a Turnbull Trade account customer, once you’ve logged in you will see pricing displayed exclusive of VAT.

Yes, all your agreed terms set up in branch will be honoured and are reflected in the pricing displayed online.