Customer Service

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

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.

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.

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

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

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 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.

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

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.

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.

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.

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.

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 customer.service@turnbullsonline.co.uk.
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, 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.

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.

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.

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.

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.

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.

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

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.

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.

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.

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

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.

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.