EXPERT TRADE TEAM  01295 235536  8:00am - 5:00pm  MON-FRI
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Got a question? You should find the answers you need here. If not you can use one of the methods below to get in touch.

Q: Can I cancel my order?

A: You are only able to cancel the order if it is not being prepared for dispatch by our warehouse, or if it is a special order. Once an order has been prepared for dispatch or has been dispatched our normal returns policy applies.


Q: What are your delivery fees?

A: The cost of delivery will be calculated at the basket stage, the price is dependent upon the weight and quantity of your order.

Q: Do I have to be at home to take delivery?

A: No, you can leave instructions if you wish for parcels to be left (in a safe place or with a neighbour). However, large and heavy items will require a signature.

Q: When will I find out the date of delivery for my item?

A: On the majority of orders you will receive a tracking number, which can be used to track your item. For big and heavy orders, we will contact you in order to arrange a date for delivery, if you haven’t already selected next day. Unfortunately we are unable to provide a tracking on doors.

Q: What time will my order be delivered?

A: On all orders we are unable to guarantee specific time slots for delivery. Typically, deliveries will take place between 8:00am and 6:00pm. A tracking number will be supplied for most of our deliveries.

Q: Can the driver call before he arrives?

A: Where and if possible the driver will aim to contact you on the day of delivery, however this is NOT guaranteed


Q: Can I cancel my order?

A: You are only able to cancel the order if it is not being prepared for dispatch by our warehouse, or if it is a special order. Once an order has been prepared for dispatch or has been dispatched our normal returns policy applies.

Q: How long does it take to receive my refund?

A: After the refund has be processed, you will receive your payment within 5-7 days (which is when it will appear on your statements).

Q: Can i return my product if i don't need it anymore?

A: You can return any unused product to us, as long as it is in it’s original condition, for a refund within 14 days of delivery to you. If you advise us of your return more than 14 calendar days following the date of delivery we will advise you whether the return is acceptable, and any costs associated.

Q: What happens if my order arrives damaged?

A: In the unlikely event that a delivered product (including special order items) is faulty or in any way damaged, we will exchange it or provide you with a full refund, as long as we are notified of the product's fault within 48 hours (24 hours for paving, windows and doors) of it being delivered to you.



Live Chat

Talk to one of our team on Live Chat and they'll be able to point you in the right direction in a matter of minutes.


Email us

You can email us on customerservices@bso.co.uk or fill in the form below and  we'll get back to you within 2 hours.

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Visit Or Write To Us

Vantage Business Park
Bloxham Rd
                      Banbury
                      Oxon
                      OX16 9UX