Building, Plumbing and Heating Supplies

Customer Service

You’ll find our team friendly, problem-solving and responsive.

To make sure you get the answer you want as quickly as possible, please select from the options below:

Get in Touch

Get In Touch

Online and General Enquiries

Live Chat – open a new chat using the icon at the bottom right of the page
Contact Us Form – fill in in the form below
Telephone 01529 308839
Post – Turnbull & Company Ltd, 95 Southgate, Sleaford, Lincolnshire, NG34 7RQ

Our live chat and telephone lines are open 8am-5pm, Monday to Friday.

Accounts Queries

Emailcredit.control@turnbullsonline.co.uk
Telephone – 01529 303025
Post – FAO: Accounts, Turnbull & Company Ltd, 95 Southgate, Sleaford, Lincolnshire, NG34 7RQ

Contact Us Form

Trade Login FAQs

I have an account with my local branch. Can I access it on the website?

In order to access your account with us online, you will need a login for this, we have set-up some customers already and if you have been set-up with an online account, you will receive this information to the email address linked with your account. and you 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.

How do I go about getting an account?

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

How will I know my online account is ready to use?

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

Trade Account FAQs

For further information and video guides on how to use your online account, check out our FAQ’s on how to access your trade account online.

Click and Collect FAQ

Click and Collect Frequently Asked Questions

How do I know my order is in my chosen branch and ready for collection?

We’ll email you to let you know as soon as it’s here.

Do I go to the main sales counter?

Yes!

When is my selected branch open?

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.

What do I need to bring with me to make sure I get the right order?

You’ll need the payment card you used to purchase your items (for security purposes you will need to verify your card using chip & PIN) and your order reference which will be on the order confirmation email. If you are a trade customer, you’ll need your account details.

How much time do I have to collect an order?

If you can’t collect your order on the day you have selected, we will keep it for a further three days.

Why is it important to inspect my goods on collection?

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.

What happens if I don't collect within the three days after the due collection date?

If you still don’t collect your goods, we’ll end our contract of sale with you. If goods have been paid for, we’ll refund your money.

Can I cancel my order?

You may cancel an order up to 24 hours before the agreed collection date. You can also 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 customer.service@turnbullsonline.co.uk with your name, details of the order and your phone number and email address or complete this form.

Can I change my chosen Click and Collect branch after I have ordered?

Sorry, once a Click and Collect order has been placed, it’s not possible to change the store it will be delivered to. If you can’t collect from this store, let us know and we’ll refund your payment.

Can I return goods I have bought via Click and Collect?

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.

Returns and Refunds FAQs

Returns and Refunds FAQs

What do I do if there is a problem with my order?

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 customer.service@turnbullsonline.co.uk.
We will let you know what to do next.

Can I return goods bought via Click and Collect?

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.

Can I return unused materials?

We can only accept full, unopened packs, subject to a collection and return charge.

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

How long does it take to get a refund?

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.

Delivery Information

Delivery Information

Delivery from one of our branches

  • FREE delivery is available if the delivery address is within a 20 mile radius of one of our branches
  • We deliver Monday to Friday, between 7.30am to 5pm
  • Delivery within 5 working days from time of order
  • We’ll email you after purchase with the expected delivery date from your local branch
  • We like to give you a courtesy call just to see if the order is as expected
  • For bulky items which may require use of our larger vehicles, we will contact you to discuss access

For more information, check out our Delivery Information page.

Delivery FAQs

Delivery Questions Answered

Do I have to be home to take delivery?

If no-one is available to receive the products, and we have not been notified previously, then our contracted carriers will not be able to complete delivery and a subsequent re-delivery or return charge will apply, which can be costly.

If you want the order to be left without signature, we require this in writing from you. Delivery is then at your own risk and may affect your eligibility of sourcing replacements or claiming for damages, in the unlikely event of needing to do so.

For these reasons, we strongly recommend having someone available to sign for receipt of delivery. For further details, please refer to our Terms and Conditions.

How do I know if I am within a 20 mile radius?

We estimate your distance from our branches using Google’s distance calculator.  Sometime’s this tool doesn’t select the most practical route, so if you think it’s made a mistake, get in touch and we’ll try hard to fulfil your order.

If I order today, when will my delivery come?

This can vary depending on the brand but generally 4-6 working days from time of order for the majority of our products.  Forest Garden, Grange and XL Joinery products take a little longer.

Delivery lead times are clearly stated on the product page, but to see an overall view of our various brands’ lead times and relevant costs, please see our Delivery Information.

Am I able to choose a specific delivery date? How do I find out my scheduled delivery date?

You can submit a request for a delivery date and give us any additional helpful information through the online checkout process.  We will do our best to meet your requirements but they cannot be guaranteed.

We will schedule your delivery for the earliest date available with our couriers and inform you by email.  For our heavier products, 970kg and over, these may be arranged directly by our suppliers and delivery dates are subject to their vehicle availability.

What happens if my delivery is delayed?

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.

If the delivery arrives late, can I charge you for my builders’ time?

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

What if something is damaged?

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 customer.service@turnbullsonline.co.uk or call 01529 308839.

What size vehicles do you use?

Our delivery partners have a range of vehicles. Please give us a call if you think access might be a problem. We can discuss the best option for you.  See our Delivery Information page for details.

Click and Collect

Click and Collect Information

Collecting your order

If you decide to collect your goods at one of our branches, you’ll need to bring the following documentation:

  • Order confirmation – a paper copy or confirmation email via phone
  • Photo ID – passport or driving licence.

Collecting on behalf of someone else

You can collect goods for someone else, or ask someone to collect on your behalf with the following documentation:

  • Order confirmation – paper copy or confirmation email via phone
  • Photo ID – passport or driving licence of the person who has placed the order

You will also need to tell us prior to collection who the named driver / person is.

Disclaimer

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.

General FAQs

General FAQs

What are your branch opening hours?

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

Our online branch is available from Monday – Friday 8am – 5pm
Please see how to contact us here.


For more information about our branches please visit our 
branch summary page.

Which payment cards do you accept?

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

Can I buy any Turnbull product via the website?

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 one of our friendly online members of the team who would be happy to help.

Do you deliver to my address?

We deliver to most UK mainland addresses, but if you live in a remote location or access in your area is limited, please give us a call.  We’re very happy to check this for you before you place your order.

Can I book a delivery date?

For Click and Collect orders you can pick a day and time to collect your order.  

For delivered orders please state the day you would like delivery to be in the ‘special order request’ box during the online checkout process.  We will do our best to fulfil your request and will contact you immediately if that’s not possible.