FAQs


General Queries

Q: Do you just supply the trade?

A: No, we supply to both the trade and to direct consumers.

Q: I am unable to find what I want!

A: If this is the case please contact us, either by Live Chat or Email. We have access to a wider variety of products, additional to those that are listed.

Q: How can I get additional information about a product featured on your website?

A: Additional to the information provided you can contact us via Live Chat or Email, and we will aid you with any enquires that you may have.

Order Queries

Q: Is there a minimum order value?

A: No, however large heavy-side materials may be subject to a minimum order quantity.

Q: Do you accept purchase orders from schools and local authorities?

A: We do, please email us at customerservices@bso.co.uk regarding your order.

Q: Can I cancel my order?

A: Once an order has been placed we are unable to cancel your order and our normal returns policy will apply.

Payment Queries

Q: What type of payments do you accept?

A: We accept credit or debit card payments online via Braintree. All our orders are secured by Braintree, so you can be assured of your security, as all your information is encrypted. We also accept PayPal. We can accept payments via cheque and BACS however, the delivery will not be dispatched until payment has cleared.

Delivery Queries

Please refer to our deliveries page for information on delivery.

Returns Queries

Q: Can I cancel my order?

A: Once an order has been placed we are unable to cancel your order and our normal returns policy will apply.

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.