{"id":31,"date":"2020-03-30T15:59:05","date_gmt":"2020-03-30T15:59:05","guid":{"rendered":"http:\/\/test-wp-www.turnbull.co.uk\/?page_id=31"},"modified":"2026-08-28T15:06:33","modified_gmt":"2026-08-28T15:06:33","slug":"customer-service","status":"publish","type":"page","link":"https:\/\/www.turnbull.co.uk\/cms\/customer-service\/","title":{"rendered":"Customer Service"},"content":{"rendered":"<div class=\"wpb-content-wrapper\" id=\"wpb-content-root\"><p>[vc_row][vc_column][vc_separator color=&#8221;orange&#8221; border_width=&#8221;3&#8243; css=&#8221;&#8221;][vc_column_text css=&#8221;.vc_custom_1641285735870{margin-bottom: 0px !important;}&#8221;]<\/p>\n<h1>Customer Service<\/h1>\n<p>You&#8217;ll find our team friendly, problem-solving and responsive.<br \/>\nTo make sure you get the answer you want as quickly as possible, please select from the options below:[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column]<section class=\"elegant-tabs-container\">\n\t\t\t<div class=\"et-tabs et-vertical et-tabs-style-bars tab-class-862247705 et-align-left\"\n\t\t\tdata-tab_style=\"bars\"\n\t\t\tdata-active-bg=\"#000e77\"\n\t\t\tdata-active-text=\"\"\n\t\t\tdata-hover-bg=\"\"\n\t\t\tdata-hover-text=\"\"\n\t\t\tdata-active-tab=\"0\"\n\t\t\tdata-auto-switch-tab=\"no\"\n\t\t\tdata-switch-interval=\"5\"  >\n\t\t\t<nav class=\"elegant-tabs-nav\" style=\"\">\n\t\t\t<ul class=\"elegant-tabs-list-container\" style=\"color:#000e77;\">\n\t\t\t<li style=\"background:#ffffff;\" ><a class=\"et-anchor-tag\" style=\"font-size:14px;\" href=\"#\" target=\"\" data-href=\"#section-general-faqs\"><span style=\"font-size: 14px;\" class=\"et-tab-title no-icon\">General FAQs<\/span><\/a><\/li><li style=\"background:#ffffff;\" ><a class=\"et-anchor-tag\" style=\"font-size:14px;\" href=\"#\" target=\"\" data-href=\"#section-delivery-info\"><span style=\"font-size: 14px;\" class=\"et-tab-title no-icon\">Ordering &amp; Delivery Info<\/span><\/a><\/li><li style=\"background:#ffffff;\" ><a class=\"et-anchor-tag\" style=\"font-size:14px;\" href=\"#\" target=\"\" data-href=\"#section-delivery-information\"><span style=\"font-size: 14px;\" class=\"et-tab-title no-icon\">Delivery FAQs<\/span><\/a><\/li><li style=\"background:#ffffff;\" ><a class=\"et-anchor-tag\" style=\"font-size:14px;\" href=\"#\" target=\"\" data-href=\"#section-click-and-collect\"><span style=\"font-size: 14px;\" class=\"et-tab-title no-icon\">Collection<\/span><\/a><\/li><li style=\"background:#ffffff;\" ><a class=\"et-anchor-tag\" style=\"font-size:14px;\" href=\"#\" target=\"\" data-href=\"#section-click-collect-FAQ\"><span style=\"font-size: 14px;\" class=\"et-tab-title no-icon\">Collection FAQ<\/span><\/a><\/li><li style=\"background:#ffffff;\" ><a class=\"et-anchor-tag\" style=\"font-size:14px;\" href=\"#\" target=\"\" data-href=\"#section-returns\"><span style=\"font-size: 14px;\" class=\"et-tab-title no-icon\">Returns and Refunds FAQs<\/span><\/a><\/li><li style=\"background:#ffffff;\" ><a class=\"et-anchor-tag\" style=\"font-size:14px;\" href=\"#\" target=\"\" data-href=\"#section-trade-faqs\"><span style=\"font-size: 14px;\" class=\"et-tab-title no-icon\">Trade Login FAQs<\/span><\/a><\/li>\n\t\t\t<\/ul>\n\t\t\t<\/nav>\n\t\t\t<div class=\"et-content-wrap\">\n\t\t\t\t\t\t\t\t<div class=\"infi-responsive-tabs\"\n\t\t\t\t\t\tdata-tab_style=\"bars\"\n\t\t\t\t\t\tdata-active-bg=\"#000e77\"\n\t\t\t\t\t\tdata-active-text=\"\"\n\t\t\t\t\t\tdata-hover-bg=\"\"\n\t\t\t\t\t\tdata-hover-text=\"\">\n\t\t\t\t\t\t<div class=\"infi-tab-accordion\">\n\t\t\t\t\t\t\t<div class=\"general-faqs_tab infi_accordion_item\" style=\"background:#ffffff;\">\n\t\t\t\t\t\t\t\t<div class=\"infi-accordion-item-heading\" data-href=\"#section-general-faqs\" style=\"color:;\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\" no-icon\">General FAQs<\/span>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<section id=\"section-general-faqs\" class=\"tab\" data-animation=\"\" style=\"background:; color:;\"><div class=\"infi-content-wrapper\">[vc_column_text css=&#8221;.vc_custom_1543922548632{margin-bottom: 10px !important;}&#8221;]<\/p>\n<h2 style=\"text-align: left;\"><strong>General FAQs<\/strong><\/h2>\n<p>[\/vc_column_text][vc_toggle title=&#8221;What are your branch opening hours?&#8221; style=&#8221;arrow&#8221; color=&#8221;blue&#8221; css=&#8221;&#8221;]<span style=\"font-weight: 400;\">Our Building &amp; Plumbing branches are open:<\/span><span style=\"font-weight: 400;\"><br \/>\nMonday &#8211; Friday 7.30am \u2013 5pm<br \/>\nSaturday 7.30am &#8211; 12.30pm<br \/>\n<\/span><\/p>\n<p>Our online team is available from Monday &#8211; Friday 8am &#8211; 5pm[\/vc_toggle][vc_toggle title=&#8221;Which payment cards do you accept?&#8221; style=&#8221;arrow&#8221; color=&#8221;blue&#8221;]<span style=\"font-weight: 400;\">We accept all UK credit or debit cards except those issued by American Express.<\/span><\/p>\n<p style=\"text-align: center;\"><span style=\"font-weight: 400;\"> <img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-18278\" src=\"https:\/\/www.turnbull.co.uk\/cms\/app\/uploads\/2020\/05\/sagepay.png\" alt=\"\" width=\"100\" height=\"71\" \/><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-18273\" src=\"https:\/\/www.turnbull.co.uk\/cms\/app\/uploads\/2020\/05\/visav2.png\" alt=\"\" width=\"100\" height=\"71\" \/><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-18275\" src=\"https:\/\/www.turnbull.co.uk\/cms\/app\/uploads\/2020\/05\/maestro_logo.png\" alt=\"\" width=\"100\" height=\"71\" \/><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-18276\" src=\"https:\/\/www.turnbull.co.uk\/cms\/app\/uploads\/2020\/05\/logo-download-centre_mastercard-1.png\" alt=\"\" width=\"100\" height=\"71\" \/><\/span><\/p>\n<p>[\/vc_toggle][vc_toggle title=&#8221;Can I buy any Turnbull product via the website?&#8221; style=&#8221;arrow&#8221; color=&#8221;blue&#8221;]<span style=\"font-weight: 400;\">We are rapidly expanding our online range, and we do have most of our range online but if you can&#8217;t find what you&#8217;re looking for please contact your nearest Branch, who would be happy to help.<\/span>[\/vc_toggle][vc_toggle title=&#8221;Do I need to have an online account to order from the website?&#8221; style=&#8221;arrow&#8221; color=&#8221;blue&#8221;]You can checkout as a guest, but the option to create an online account will be available throughout the checkout process.<br \/>\nThis would allow you to keep track of your purchases &#8211; handy if you&#8217;re looking to make frequent orders![\/vc_toggle][vc_toggle title=&#8221;Do I need to have a trade account to purchase from you?&#8221; style=&#8221;arrow&#8221; color=&#8221;blue&#8221;]Not at all.\u00a0 Both the website and our branches are open to anyone to purchase our products at competitive prices, and a trade account is not required.[\/vc_toggle][vc_toggle title=&#8221;Why does my online order show as &#8220;on backorder&#8220;?&#8221; style=&#8221;arrow&#8221; color=&#8221;blue&#8221; css=&#8221;&#8221;]<\/p>\n<p data-start=\"145\" data-end=\"346\">If your order shows as \u201con backorder,\u201d don\u2019t worry \u2014 it just means we\u2019re lining everything up to get your order to you as smoothly as possible.<\/p>\n<p data-start=\"348\" data-end=\"640\"><strong>When you place an order online, we take a moment to match it with the branch that can get it to you fastest<\/strong>.<br \/>\nFor example, our Lincoln branch specialises in plumbing supplies, so if you\u2019ve ordered bulk gravel to Lincoln, it might be sent from our Newark, Brigg, or Horncastle branch instead.<\/p>\n<p data-start=\"642\" data-end=\"800\">Once everything\u2019s confirmed, we\u2019ll arrange delivery or collection and send you an updated order acknowledgment from the branch that\u2019s fulfilling your order.<\/p>\n<p data-start=\"802\" data-end=\"933\">If you\u2019d like to chat or have any questions, give our <a href=\"https:\/\/www.turnbull.co.uk\/cms\/customer-service\/contact-us\/\">Online Support Team<\/a> a call on <strong data-start=\"887\" data-end=\"903\">01529 308839<\/strong> \u2014 we\u2019re always happy to help!<\/p>\n<p>[\/vc_toggle][vc_toggle title=&#8221;I&#8217;ve received more than one acknowledgment for my order?&#8221; style=&#8221;arrow&#8221; color=&#8221;blue&#8221; css=&#8221;&#8221;]<\/p>\n<p data-start=\"61\" data-end=\"185\">On most occasions, online orders will first come into our Online Branch, and an acknowledgment will be sent to the customer.<\/p>\n<p data-start=\"187\" data-end=\"320\">As your order is processed, it will be transferred to another branch to allocate stock, and a new acknowledgment will be sent to you.<\/p>\n<p data-start=\"322\" data-end=\"457\">Your order isn\u2019t duplicated at any point in this process\u2014simply transferred from the Online Branch to the branch fulfilling your order.<\/p>\n<p data-start=\"459\" data-end=\"572\">If you have any queries about this process, please don\u2019t hesitate to contact our Online\u00a0 Support Team on <strong data-start=\"555\" data-end=\"571\">01529 308839<\/strong>.<\/p>\n<p>[\/vc_toggle]<\/div><\/section>\t\t\t\t\t<div class=\"infi-responsive-tabs\"\n\t\t\t\t\t\tdata-tab_style=\"bars\"\n\t\t\t\t\t\tdata-active-bg=\"#000e77\"\n\t\t\t\t\t\tdata-active-text=\"\"\n\t\t\t\t\t\tdata-hover-bg=\"\"\n\t\t\t\t\t\tdata-hover-text=\"\">\n\t\t\t\t\t\t<div class=\"infi-tab-accordion\">\n\t\t\t\t\t\t\t<div class=\"delivery-info_tab infi_accordion_item\" style=\"background:#ffffff;\">\n\t\t\t\t\t\t\t\t<div class=\"infi-accordion-item-heading\" data-href=\"#section-delivery-info\" style=\"color:;\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\" no-icon\">Ordering &amp; Delivery Info<\/span>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<section id=\"section-delivery-info\" class=\"tab\" data-animation=\"\" style=\"background:; color:;\"><div class=\"infi-content-wrapper\">[vc_column_text css=&#8221;.vc_custom_1787929591292{margin-bottom: 10px !important;}&#8221;]<\/p>\n<h2 data-start=\"224\" data-end=\"254\"><strong data-start=\"227\" data-end=\"254\">Where We Deliver<\/strong><\/h2>\n<ul>\n<li data-start=\"411\" data-end=\"479\">\n<p data-start=\"413\" data-end=\"479\">We deliver within 20 miles of our branches \u2013 free of charge.<\/p>\n<\/li>\n<li data-start=\"480\" data-end=\"599\">\n<p data-start=\"482\" data-end=\"599\">Areas covered include Brigg, Newark, Sleaford, Lincoln, Spalding, Boston, Horncastle, and nearby surrounding areas.<\/p>\n<\/li>\n<li data-start=\"600\" data-end=\"685\">\n<p data-start=\"602\" data-end=\"685\">Deliveries take place Monday to Friday, 7:30am\u20135pm (excluding bank holidays).<\/p>\n<\/li>\n<li data-start=\"686\" data-end=\"768\">\n<p data-start=\"688\" data-end=\"768\">Most orders arrive within 2\u20133 working days, subject to stock availability.<\/p>\n<\/li>\n<li data-start=\"452\" data-end=\"620\">If you&#8217;re on the edge of our delivery area or over the Humber Bridge, your delivery may be grouped with others heading that way and\/or may take slightly longer.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<hr style=\"height: 2px; border-width: 0; color: #f9b800; background-color: #f9b800;\" \/>\n<p>&nbsp;<\/p>\n<h2 data-start=\"627\" data-end=\"665\"><strong data-start=\"630\" data-end=\"665\">How Online Orders Work<\/strong><\/h2>\n<ol>\n<li data-start=\"804\" data-end=\"854\">\n<p data-start=\"807\" data-end=\"854\"><strong data-start=\"807\" data-end=\"834\">Place your order online<\/strong> \u2013 quick and easy.<\/p>\n<\/li>\n<li data-start=\"855\" data-end=\"956\">\n<p data-start=\"858\" data-end=\"956\"><strong data-start=\"858\" data-end=\"881\">We arrange delivery<\/strong> \u2013 our Online Team schedules the quickest delivery date available.<\/p>\n<\/li>\n<li data-start=\"957\" data-end=\"1057\">\n<p data-start=\"960\" data-end=\"1057\"><strong data-start=\"960\" data-end=\"984\">You get confirmation<\/strong> \u2013 we\u2019ll email you with your expected delivery date or collection confirmation.<\/p>\n<\/li>\n<\/ol>\n<p>&nbsp;<\/p>\n<hr data-start=\"790\" data-end=\"793\" \/>\n<p>&nbsp;<\/p>\n<p data-start=\"795\" data-end=\"813\"><strong data-start=\"795\" data-end=\"811\">Good to know:<\/strong><\/p>\n<ul>\n<li data-start=\"1079\" data-end=\"1132\">\n<p data-start=\"1081\" data-end=\"1132\">Online orders are processed Mon\u2013Fri, 8am\u20135pm.<\/p>\n<\/li>\n<li data-start=\"1133\" data-end=\"1199\">\n<p data-start=\"1135\" data-end=\"1199\">Branches are open on Saturdays to assist with collections.<\/p>\n<\/li>\n<li data-start=\"1200\" data-end=\"1309\">\n<p data-start=\"1202\" data-end=\"1309\">Your delivery order may first show as \u201con backorder\u201d while it is being processed by our team. This is part of our normal process, and will be moved to &#8220;work in progress&#8221; status when the order is confirmed with the appropriate supplying branch.<\/p>\n<\/li>\n<\/ul>\n<hr style=\"height: 2px; border-width: 0; color: #f9b800; background-color: #f9b800;\" \/>\n<p>&nbsp;<\/p>\n<h2 data-start=\"1414\" data-end=\"1438\"><strong data-start=\"1417\" data-end=\"1438\">Delivery Information<\/strong><\/h2>\n<ul>\n<li data-start=\"1343\" data-end=\"1407\">\n<p data-start=\"1345\" data-end=\"1407\">Deliveries are to the front of the property or kerbside.<\/p>\n<\/li>\n<li data-start=\"1408\" data-end=\"1521\">\n<p data-start=\"1410\" data-end=\"1521\">If you request a safe place, our drivers will do their best to accommodate where it\u2019s safe and practical.<\/p>\n<\/li>\n<li data-start=\"1522\" data-end=\"1649\">\n<p data-start=\"1524\" data-end=\"1649\">While we can\u2019t provide exact time slots, contact us the day before delivery and we\u2019ll advise if it\u2019s likely to be AM or PM.<\/p>\n<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<hr style=\"height: 2px; border-width: 0; color: #f9b800; background-color: #f9b800;\" \/>\n<p>[\/vc_column_text][vc_video link=&#8221;https:\/\/www.youtube.com\/embed\/2qDRL9MURiM&#8221; title=&#8221;Free Local Delivery&#8221;]<\/div><\/section>\t\t\t\t\t<div class=\"infi-responsive-tabs\"\n\t\t\t\t\t\tdata-tab_style=\"bars\"\n\t\t\t\t\t\tdata-active-bg=\"#000e77\"\n\t\t\t\t\t\tdata-active-text=\"\"\n\t\t\t\t\t\tdata-hover-bg=\"\"\n\t\t\t\t\t\tdata-hover-text=\"\">\n\t\t\t\t\t\t<div class=\"infi-tab-accordion\">\n\t\t\t\t\t\t\t<div class=\"delivery-information_tab infi_accordion_item\" style=\"background:#ffffff;\">\n\t\t\t\t\t\t\t\t<div class=\"infi-accordion-item-heading\" data-href=\"#section-delivery-information\" style=\"color:;\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\" no-icon\">Delivery FAQs<\/span>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<section id=\"section-delivery-information\" class=\"tab\" data-animation=\"\" style=\"background:; color:;\"><div class=\"infi-content-wrapper\">[vc_column_text css=&#8221;.vc_custom_1543922555805{margin-bottom: 10px !important;}&#8221;]<\/p>\n<h2 style=\"text-align: left;\"><strong>Delivery Questions Answered<\/strong><\/h2>\n<p>[\/vc_column_text][vc_toggle title=&#8221;Where do you deliver to?&#8221; style=&#8221;arrow&#8221; color=&#8221;blue&#8221;]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.[\/vc_toggle][vc_toggle title=&#8221;How do I know if I am within a 20 mile radius?&#8221; style=&#8221;arrow&#8221; color=&#8221;blue&#8221;]We estimate your distance from our branches using Google&#8217;s distance calculator, and the website will not allow you to checkout if you are outside this radius for dleivery.<\/p>\n<p>Sometimes this tool doesn&#8217;t select the most practical route, so if you think it&#8217;s made a mistake, get in touch with your nearest branch and we&#8217;ll try hard to fulfil your order.[\/vc_toggle][vc_toggle title=&#8221;Do I have to be home to take delivery?&#8221; style=&#8221;arrow&#8221; color=&#8221;blue&#8221;]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.<\/p>\n<p>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.<\/p>\n<p>Otherwise, our drivers will leave your goods in a sensibly safe place at their discretion.[\/vc_toggle][vc_toggle title=&#8221;If I order today, when will my delivery come?&#8221; style=&#8221;arrow&#8221; color=&#8221;blue&#8221;]<\/p>\n<p dir=\"ltr\">Delivery is usually within 3 working days from time of order, subject to stock availability (Monday to Friday only).<\/p>\n<p>[\/vc_toggle][vc_toggle title=&#8221;Am I able to choose a specific delivery date? How do I find out my scheduled delivery date?&#8221; style=&#8221;arrow&#8221; color=&#8221;blue&#8221; css=&#8221;&#8221;]Feel free to submit any requests in the Delivery Instruction box in checkout.\u00a0 Requests cannot be guaranteed but we will do our best to meet them or advise of the next soonest date.<\/p>\n<p>Once your online order has been processed and scheduled for delivery, you will be contacted by the online team, via email, with your expected delivery date.[\/vc_toggle][vc_toggle title=&#8221;What happens if my delivery is delayed?&#8221; style=&#8221;arrow&#8221; color=&#8221;blue&#8221;]<span style=\"font-weight: 400;\"> If, due to unforeseen circumstances, we are unable to deliver on the confirmed delivery date, we\u2019ll contact you as soon as possible to arrange an alternative date. \u00a0We cannot accept liability for any costs due to delayed delivery. <\/span>[\/vc_toggle][vc_toggle title=&#8221;If the delivery arrives late, can I charge you for my builders\u2019 time?&#8221; style=&#8221;arrow&#8221; color=&#8221;blue&#8221;]<span style=\"font-weight: 400;\">We cannot be held responsible for any delays <\/span><span style=\"font-weight: 400;\">beyond <\/span><span style=\"font-weight: 400;\">our control. Please refer to our <a href=\"\/cms\/customer-service\/terms-of-business\/\">Terms and Conditions<\/a> for further details. <\/span>[\/vc_toggle][vc_toggle title=&#8221;What if something is damaged?&#8221; style=&#8221;arrow&#8221; color=&#8221;blue&#8221; css=&#8221;&#8221; el_id=&#8221;1492678028897-4ee7d52e-18a5&#8243;]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 our Online Support Team as soon as possible on <strong>customer.service@turnbull.co.uk<\/strong> or call <strong>01529 308839<\/strong>.[\/vc_toggle]<\/div><\/section>\t\t\t\t\t<div class=\"infi-responsive-tabs\"\n\t\t\t\t\t\tdata-tab_style=\"bars\"\n\t\t\t\t\t\tdata-active-bg=\"#000e77\"\n\t\t\t\t\t\tdata-active-text=\"\"\n\t\t\t\t\t\tdata-hover-bg=\"\"\n\t\t\t\t\t\tdata-hover-text=\"\">\n\t\t\t\t\t\t<div class=\"infi-tab-accordion\">\n\t\t\t\t\t\t\t<div class=\"click-and-collect_tab infi_accordion_item\" style=\"background:#ffffff;\">\n\t\t\t\t\t\t\t\t<div class=\"infi-accordion-item-heading\" data-href=\"#section-click-and-collect\" style=\"color:;\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\" no-icon\">Collection<\/span>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<section id=\"section-click-and-collect\" class=\"tab\" data-animation=\"\" style=\"background:; color:;\"><div class=\"infi-content-wrapper\">[vc_column_text css=&#8221;.vc_custom_1778759902189{margin-bottom: 10px !important;}&#8221;]<\/p>\n<h2 style=\"text-align: left;\"><strong>Branch Collection Service<\/strong><\/h2>\n<p>We welcome orders from customers who wish to collect from any of our branches.\u00a0 Our friendly staff are on hand to check up to date stock levels for you prior to placing an order, for added peace of mind.<\/p>\n<p><strong>What to do:<\/strong><\/p>\n<ul>\n<li>Call your nearest Turnbull branch or order online<\/li>\n<li><strong>We\u2019ll contact you when your order is ready to collect<\/strong><\/li>\n<li>If there is a longer wait time for your collection order due to delays from particular suppliers or transfer of stock between branches, we\u2019ll let you know. You can, of course, wait for your goods and we\u2019ll keep you informed, or we might be able to offer a suitable substitute.<\/li>\n<li>If you decide to cancel, we will provide a full refund.<\/li>\n<\/ul>\n<p>[\/vc_column_text][vc_toggle title=&#8221;Collecting your order&#8221; style=&#8221;arrow&#8221; color=&#8221;blue&#8221; open=&#8221;true&#8221;]<span style=\"font-weight: 400;\">If you decide to collect your goods at one of our branches, you\u2019ll need to bring the following documentation:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Order confirmation \u2013 a paper copy or confirmation email via phone<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Photo ID \u2013 passport or driving licence.<\/span><\/li>\n<\/ul>\n<p>[\/vc_toggle][vc_toggle title=&#8221;Collecting on behalf of someone else&#8221; style=&#8221;arrow&#8221; color=&#8221;blue&#8221; open=&#8221;true&#8221;]<span style=\"font-weight: 400;\">You can collect goods for someone else, or ask someone to collect on your behalf with the following documentation:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Order confirmation \u2013 paper copy or confirmation email via phone<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Photo ID \u2013 passport or driving licence of the person who has placed the order<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">You will also need to tell us prior to collection who the named driver \/ person is.<\/span>[\/vc_toggle][vc_toggle title=&#8221;Disclaimer&#8221; style=&#8221;arrow&#8221; color=&#8221;blue&#8221;]<span style=\"font-weight: 400;\">Regretfully, <strong>we will not hand over goods if the above criteria have not been met<\/strong>. \u00a0It\u2019s a necessary safeguard to make sure your goods go to the right person.<\/span>[\/vc_toggle][vc_toggle title=&#8221;Where is this service available?&#8221; style=&#8221;arrow&#8221; color=&#8221;blue&#8221; open=&#8221;true&#8221; css=&#8221;&#8221;]This service is available at all of our building &amp; plumbing supplies branches.[\/vc_toggle]<\/div><\/section>\t\t\t\t\t<div class=\"infi-responsive-tabs\"\n\t\t\t\t\t\tdata-tab_style=\"bars\"\n\t\t\t\t\t\tdata-active-bg=\"#000e77\"\n\t\t\t\t\t\tdata-active-text=\"\"\n\t\t\t\t\t\tdata-hover-bg=\"\"\n\t\t\t\t\t\tdata-hover-text=\"\">\n\t\t\t\t\t\t<div class=\"infi-tab-accordion\">\n\t\t\t\t\t\t\t<div class=\"click-collect-FAQ_tab infi_accordion_item\" style=\"background:#ffffff;\">\n\t\t\t\t\t\t\t\t<div class=\"infi-accordion-item-heading\" data-href=\"#section-click-collect-FAQ\" style=\"color:;\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\" no-icon\">Collection FAQ<\/span>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<section id=\"section-click-collect-FAQ\" class=\"tab\" data-animation=\"\" style=\"background:; color:;\"><div class=\"infi-content-wrapper\">[vc_column_text css=&#8221;.vc_custom_1750073903950{margin-bottom: 10px !important;}&#8221;]<\/p>\n<h2 style=\"text-align: left;\"><strong>Collection Orders &#8211; Frequently Asked Questions<\/strong><\/h2>\n<p>[\/vc_column_text][vc_toggle title=&#8221;How do I know my order is in my chosen branch and ready for collection?&#8221; style=&#8221;arrow&#8221; color=&#8221;blue&#8221; el_id=&#8221;1496650772984-6a82291d-5410&#8243;]We&#8217;ll contact you by phone or email you to let you know as soon as your order is ready for collection.[\/vc_toggle][vc_toggle title=&#8221;Do I go to the main sales counter?&#8221; style=&#8221;arrow&#8221; color=&#8221;blue&#8221; el_id=&#8221;1492677026760-95e5630e-2f62&#8243;]Yes![\/vc_toggle][vc_toggle title=&#8221;When is my selected branch open?&#8221; style=&#8221;arrow&#8221; color=&#8221;blue&#8221; el_id=&#8221;1492676965555-cf19b498-c0fa&#8221;]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.[\/vc_toggle][vc_toggle title=&#8221;What do I need to bring with me to make sure I get the right order?&#8221; style=&#8221;arrow&#8221; color=&#8221;blue&#8221; el_id=&#8221;1492676816833-490bee76-ab8f&#8221;]You\u2019ll 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.<br \/>\nIf you are a trade customer, you\u2019ll need your account details.[\/vc_toggle][vc_toggle title=&#8221;How much time do I have to collect an order?&#8221; style=&#8221;arrow&#8221; color=&#8221;blue&#8221; css=&#8221;&#8221; el_id=&#8221;1492676435641-bdefa245-e1b0&#8243;]If you\u2019re unable to collect your order within one working day of receiving your confirmation email, we\u2019ll hold it for an additional three days. We\u2019ll do our best to contact you before cancelling the order.[\/vc_toggle][vc_toggle title=&#8221;Why is it important to inspect my goods on collection?&#8221; style=&#8221;arrow&#8221; color=&#8221;blue&#8221;]The goods are your responsibility once you&#8217;ve collected them, so it&#8217;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\u2019ll do everything we can to put things right quickly.[\/vc_toggle][vc_toggle title=&#8221;What happens if I don&#8217;t collect within the three days after the due collection date?&#8221; style=&#8221;arrow&#8221; color=&#8221;blue&#8221; css=&#8221;&#8221; el_id=&#8221;1492676774519-88b63d7c-0ed9&#8243;]We\u2019ll 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.[\/vc_toggle][vc_toggle title=&#8221;Can I cancel my order?&#8221; style=&#8221;arrow&#8221; color=&#8221;blue&#8221; css=&#8221;&#8221;]You can cancel an order under our <a href=\"\/cms\/customer-service\/terms-of-business\/\" target=\"_blank\" rel=\"noopener noreferrer\">Customer Terms and Conditions<\/a> , for example if we can&#8217;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. Contact our Online Support Team by email at <a href=\"mailto:customer.service@turnbull.co.uk\">customer.service@turnbull.co.uk<\/a> with your name, details of the order and your phone number and email address.[\/vc_toggle][vc_toggle title=&#8221;Can I change my chosen collection point after I have ordered?&#8221; style=&#8221;arrow&#8221; color=&#8221;blue&#8221; css=&#8221;&#8221; el_id=&#8221;1492677352787-c35b31cb-9ebb&#8221;]If you believe you have made an error with your order, please don&#8217;t hesitate to contact our Online Support Team on 01529 308839, and they will do their best to assist you and advise further.[\/vc_toggle][vc_toggle title=&#8221;Can I return goods I have bought via Collection?&#8221; style=&#8221;arrow&#8221; color=&#8221;blue&#8221; css=&#8221;&#8221; el_id=&#8221;1492676931561-8d34cbb8-7b12&#8243;]Of course. You\u2019ll need to return the products to the branch you chose for collection. You can find the details of our <a href=\"\/cms\/customer-service\/returns-policy\/\" target=\"_blank\" rel=\"noopener noreferrer\">Returns Policy here<\/a>.[\/vc_toggle]<\/div><\/section>\t\t\t\t\t<div class=\"infi-responsive-tabs\"\n\t\t\t\t\t\tdata-tab_style=\"bars\"\n\t\t\t\t\t\tdata-active-bg=\"#000e77\"\n\t\t\t\t\t\tdata-active-text=\"\"\n\t\t\t\t\t\tdata-hover-bg=\"\"\n\t\t\t\t\t\tdata-hover-text=\"\">\n\t\t\t\t\t\t<div class=\"infi-tab-accordion\">\n\t\t\t\t\t\t\t<div class=\"returns_tab infi_accordion_item\" style=\"background:#ffffff;\">\n\t\t\t\t\t\t\t\t<div class=\"infi-accordion-item-heading\" data-href=\"#section-returns\" style=\"color:;\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\" no-icon\">Returns and Refunds FAQs<\/span>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<section id=\"section-returns\" class=\"tab\" data-animation=\"\" style=\"background:; color:;\"><div class=\"infi-content-wrapper\">[vc_column_text css=&#8221;.vc_custom_1543922543007{margin-bottom: 10px !important;}&#8221;]<\/p>\n<h2 style=\"text-align: left;\"><strong>Returns and Refunds FAQs<\/strong><\/h2>\n<p>[\/vc_column_text][vc_toggle title=&#8221;What do I do if there is a problem with my order?&#8221; style=&#8221;arrow&#8221; color=&#8221;blue&#8221; css=&#8221;&#8221;]If you have any missing or faulty items, or if there is anything wrong with your order when it arrives, please contact our Online Support Team by phone on <b>01529 308839 <\/b>or email <a href=\"mailto:customer.service@turnbull.co.uk\">customer.service@turnbull.co.uk<\/a>.<br \/>\nWe will let you know what to do next.[\/vc_toggle][vc_toggle title=&#8221;Can I return goods bought via Collection?&#8221; style=&#8221;arrow&#8221; color=&#8221;blue&#8221; css=&#8221;&#8221;]Of course. You\u2019ll need to return the products to the branch you chose for collection. You can find the details of our <a href=\"\/cms\/customer-service\/returns-policy\/\" target=\"_blank\" rel=\"noopener noreferrer\">Returns Policy here<\/a>.[\/vc_toggle][vc_toggle title=&#8221;Can I return unused materials?&#8221; style=&#8221;arrow&#8221; color=&#8221;blue&#8221;]We can only accept full, unopened packs or products, and will be subject to a re-handling fee.<\/p>\n<p>We are unable to accept loose, leftover materials back. \u00a0Please refer to our <a href=\"\/cms\/customer-service\/returns-policy\/\">Returns Policy<\/a> for more information.[\/vc_toggle][vc_toggle title=&#8221;How long does it take to get a refund?&#8221; style=&#8221;arrow&#8221; color=&#8221;blue&#8221;]Once your refund has been processed it can take up to 6 working days to return to your account or card.\u00a0 Payments will be credited against the original card holder\u2019s payment details where possible.[\/vc_toggle]<\/div><\/section>\t\t\t\t\t<div class=\"infi-responsive-tabs\"\n\t\t\t\t\t\tdata-tab_style=\"bars\"\n\t\t\t\t\t\tdata-active-bg=\"#000e77\"\n\t\t\t\t\t\tdata-active-text=\"\"\n\t\t\t\t\t\tdata-hover-bg=\"\"\n\t\t\t\t\t\tdata-hover-text=\"\">\n\t\t\t\t\t\t<div class=\"infi-tab-accordion\">\n\t\t\t\t\t\t\t<div class=\"trade-faqs_tab infi_accordion_item\" style=\"background:#ffffff;\">\n\t\t\t\t\t\t\t\t<div class=\"infi-accordion-item-heading\" data-href=\"#section-trade-faqs\" style=\"color:;\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\" no-icon\">Trade Login FAQs<\/span>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<section id=\"section-trade-faqs\" class=\"tab\" data-animation=\"\" style=\"background:; color:;\"><div class=\"infi-content-wrapper\">[vc_toggle title=&#8221;I have an account with my local branch. Can I access it on the website?&#8221; style=&#8221;arrow&#8221; color=&#8221;blue&#8221; css=&#8221;&#8221;]All new trade accounts are sent log-in details by email so they can start using their account right away.<\/p>\n<p>For customers who have been with us for some time and would like online access, please visit our <a href=\"https:\/\/www.turnbull.co.uk\/cms\/customer-service\/online-account-request\/\">Online Access page<\/a> for more information.<\/p>\n<p>[\/vc_toggle][vc_toggle title=&#8221;How do I go about getting an account?&#8221; style=&#8221;arrow&#8221; color=&#8221;blue&#8221; css=&#8221;&#8221;]<span style=\"font-weight: 400;\">We have different account types to suit different customers. Please check out our <a href=\"https:\/\/www.turnbull.co.uk\/cms\/account-applications\/\">online application forms<\/a>.<\/span>[\/vc_toggle][vc_toggle title=&#8221;How will I know my online account is ready to use?&#8221; style=&#8221;arrow&#8221; color=&#8221;blue&#8221;]<span style=\"font-weight: 400;\">We\u2019ll notify you by email as soon as you\u2019re all set up.<\/span>[\/vc_toggle][vc_toggle title=&#8221;I&#8217;ve logged in before, and now I&#8217;m having trouble logging in..&#8221; style=&#8221;arrow&#8221; color=&#8221;blue&#8221; css=&#8221;&#8221;]If you\u2019re having issues logging into your account, the simplest way to get around the issue is to <a href=\"\/account\/password-recovery\">reset your password<\/a>. You will need to know the email address linked with the account to do this.[\/vc_toggle][vc_toggle title=&#8221;Where do I find all my account information?&#8221; style=&#8221;arrow&#8221; color=&#8221;blue&#8221; css=&#8221;&#8221;]In the below video, we&#8217;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.<\/p>\n<p>&nbsp;<\/p>\n<div style=\"width: 640px;\" class=\"wp-video\"><video class=\"wp-video-shortcode\" id=\"video-31-1\" width=\"640\" height=\"360\" preload=\"metadata\" controls=\"controls\"><source type=\"video\/mp4\" src=\"\/cms\/app\/uploads\/2021\/03\/Turnbull-Online-Account-Overview.mp4?_=1\" \/><a href=\"\/cms\/app\/uploads\/2021\/03\/Turnbull-Online-Account-Overview.mp4\">\/cms\/app\/uploads\/2021\/03\/Turnbull-Online-Account-Overview.mp4<\/a><\/video><\/div>\n<p>[\/vc_toggle][vc_toggle title=&#8221;I can&#8217;t find a specific invoice&#8221; style=&#8221;arrow&#8221; color=&#8221;blue&#8221; css=&#8221;&#8221;]<span style=\"font-weight: 400;\">Once logged in, you will automatically land on the tab to view \u2018My Account and Outstanding invoices\u2019. This page will only show outstanding invoices. If you\u2019re looking for older invoices that have been paid, once logged in, navigate to the\u00a0 &#8216;My Invoices and Credit&#8217; tab, you will be able to view invoices going back 12 months and use the filters to search for a specific invoice.<\/span><\/p>\n<p>For invoices going back any further than this, please contact our Credit Control team on <a href=\"tel:01529308837\">01529 308837<\/a>\u00a0or email <a href=\"mailto:credit.control@turnbull.co.uk\">credit.control@turnbull.co.uk<\/a>[\/vc_toggle][vc_toggle title=&#8221;Can I pay my invoices online?&#8221; style=&#8221;arrow&#8221; color=&#8221;blue&#8221; css=&#8221;&#8221;]<\/p>\n<p class=\"\" data-start=\"65\" data-end=\"231\">At the moment, invoice payments can&#8217;t be made through your online account. However, you\u2019re welcome to pay by <strong data-start=\"174\" data-end=\"198\">bank transfer (BACS)<\/strong> or <strong data-start=\"202\" data-end=\"228\">over the phone by card<\/strong>.<\/p>\n<p class=\"\" data-start=\"233\" data-end=\"345\">For full details or assistance, please get in touch with our <strong data-start=\"294\" data-end=\"317\">Credit Control Team on<a href=\"tel:01529308837\"> 01529 308837<\/a><\/strong>\u00a0\u2014 they\u2019ll be happy to help.<\/p>\n<p>&nbsp;<\/p>\n<p>[\/vc_toggle][vc_toggle title=&#8221;Is pricing Ex VAT or Inc VAT?&#8221; style=&#8221;arrow&#8221; color=&#8221;blue&#8221; css=&#8221;&#8221;]<span style=\"font-weight: 400;\">All pricing states whether it is inclusive or exclusive of VAT on product pages and in your basket. If you\u2019re browsing the website without logging in then all pricing will be displayed inclusive of VAT. If you\u2019re a Turnbull Trade account customer, once you\u2019ve logged in you will see pricing displayed exclusive of VAT.<\/span>[\/vc_toggle][vc_toggle title=&#8221;Are my agreed terms set up online?&#8221; style=&#8221;arrow&#8221; color=&#8221;blue&#8221; css=&#8221;&#8221;]<span style=\"font-weight: 400;\">Yes, all your agreed terms set up in branch will be honoured and are reflected in the pricing displayed online.<\/span>[\/vc_toggle]<\/div><\/section>\n\t\t\t<\/div> <!-- \/et-content-wrap -->\n\t\t\t<\/div> <!-- \/et-tabs -->\n\t\t\t<\/section>[\/vc_column][\/vc_row][vc_row][vc_column][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>How to contact us, as well as information about Deliveries, our Click&#038;Collect service, Returns and Refunds and more. Speak to our friendly Customer Service team today.<\/p>\n","protected":false},"author":14,"featured_media":20235,"parent":0,"menu_order":26,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-31","page","type-page","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Customer Service | Turnbull - Online Builders Merchant<\/title>\n<meta name=\"description\" content=\"Turnbull Customer Service: friendly, helpful, responsive. 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