Please note: online orders placed after Thursday 20th December 2018 will be processed from Wednesday 2nd January 2019.

Customer Service

Customer Service

Select an option from the below to find your answer.

Get in Touch

Get In Touch

To get your enquiry to the right people, let us know who you want to talk to:

Online and General Enquiries

Live Chat – contact us using our Live chat at the bottom right of the page
Contact Us Form – contact us by filling in the form below
Samples, Quotes and General Enquiries – enquiries@turnbullsonline.co.uk
Orders and Aftersales – customer.service@turnbullsonline.co.uk
Telephone – 01529 308839
Post – Turnbull & Company Ltd, The Service Centre, Sleaford, Lincolnshire, NG34 7EW

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

We aim to respond to all emails within twenty four hours, although this may be longer during busy periods.

Contact Us Form








  • The information you provide will be processed by the Turnbull and our service providers for the purpose of reporting & handling your request. Personal or technical data will be used to reply but not shared with any other third party without your permission. Turnbull and our service providers will retain your data in accordance with our retention policy and Data Protection legislation. Visit Turnbull's Privacy Policy for more information.

Find Your Nearest Branch

Not sure where your nearest branch is?  Use our branch locator.

Boston General Building Supplies

Address: Hamilton Way, Off Nelson Way, Boston, PE21 8TT
Telephone: 01205 369999
Email : General Building Sales


Boston Plumbing and Heating Supplies

Address: Boston Trade Park, Norfolk Street, Boston, Lincolnshire, PE21 9HG
Telephone: 01205 357400
Email : Plumbing and Heating Sales


Brigg Building and Plumbing Supplies

Address: Island Carr Road, Brigg, Lincolnshire, DN20 8PD
Telephone: 01652 650652
Email : General Building SalesPlumbing and Heating Sales


Newark Building and Plumbing Supplies

Address: Northern Road, Newark, Nottinghamshire, NG24 2EU
Telephone: 01636 703702 – For Building Materials       01636 670890 – For Plumbing & Heating
Email : General Building SalesPlumbing and Heating Sales


Sleaford General Building Supplies

Address: 95 Southgate, Sleaford, Lincolnshire, NG34 7RQ
Telephone: 01529 304747
Email : General Building Sales


Sleaford Plumbing and Heating Supplies

Address: Woodbridge Road, Sleaford, Lincolnshire, NG34 7EW
Telephone: 01529 303300
Email : Branch Sales


Sleaford Kitchens and Bathrooms

Address: Woodbridge Road, Sleaford, Lincolnshire, NG34 7EW
Telephone: 01529 303032
Email : Showroom Sales


Spalding General Building Supplies

Address: Benner Road, Pinchbeck, Spalding, Lincolnshire, PE11 3TZ
Telephone: 01775 660200
Email : Branch Sales

Delivery Information

Delivery Information

Delivery by our suppliers

  • Items are delivered directly by our approved suppliers within the UK
  • You’ll receive an email or phone call to confirm the delivery day and time window
  • Delivery is from Monday to Friday
  • Delivery lead time is typically 4-6 working days from time of order.
    For further information on delivery by supplier lead times, please see our Delivery By Brand section further down.
  • If you have ordered more than one item, they may arrive separately

Delivery from one of our branches

  • Delivery is free of charge within a 20 mile radius of your nearest branch
  • We’ll email you after purchase with the expected delivery date from your local branch
  • We deliver within branch opening times: Monday to Friday 7.30am to 5pm
  • We like to give you a courtesy call just to see if the order is as expected

Delivery by Brand

BrandsNumber of PacksMethodDelivery TimeDelivery Cost
Bristan TapsN/AUK Courier or DPD3-5 working days£5 (Flat Rate)
Forest GardenN/AUK Courier7-10 working days *Free Delivery
Grange5+ items **UK Courier14-21 working days£40 (Flat Rate)
HIBN/AUK Courier3-5 working daysFree Delivery
Long Rake SparN/AUK Courier4-6 working daysFree Delivery
Marshalls1-3 packsUK Courier or Supplier4-6 working days£30 per pack ***
Marshalls4+ PacksUK Courier or Supplier4-6 working daysFree Delivery
RomanN/AUK Courier3-5 working daysFree Delivery
Stonemarket1-3 packsUK Courier or Supplier4-6 working days£30 per pack ***
Stonemarket4+ PacksUK Courier or Supplier4-6 working daysFree Delivery
Turnbull BathroomsN/AUK Courier3-5 working daysFree Delivery
VadoN/AUK Courier2-3 working daysFree Delivery
XL Joinery1-2 DoorsUK Courier3-5 working days£39 Delivery
XL Joinery3+ DoorsUK Courier3-5 working days£6 Extra Per Door ****

* Smaller structures and regularly stocked items such as sheds, garden furniture and planters are typically delivered within 7-10 working days.

Larger structures and made to order products such as Log Cabins and Summerhouses will differ.  These items will be  delivered within 30 days from time of order.

Forest Garden will contact the customer directly to book delivery.

** Excluding Gates, which can be ordered individually

*** Exception of Marshalls Drystack Veneer Walling and Marshalls Sawn Slip Veneer Walling.  See individual product pages for further details.

**** Delivery capped at £81 for 9+ doors

Delivery Guide

 Large delivery vehicles

Our contractors use large articulated lorries to deliver goods. Please make sure this size of vehicle can access your chosen delivery location. You will be charged for costs (see T & C) if the driver cannot gain access.

Need a smaller delivery vehicle?

You can request a smaller 7.5 tonne delivery vehicle when you make your order, but as there are a limited number of these, you may have to wait longer for your goods.

Obstruction-free access

Please make sure that the road to your chosen delivery address has no weight restrictions. Arrange for any parked cars or any other obstructions to be moved. Check the route is free from low hanging branches which might prevent the delivery vehicle reaching you.

 Kerbside delivery

Standard delivery is kerbside. Drivers will place goods as near to the property as possible. Offloading on a property or driveway is at their discretion. If the driver considers the access unsafe or unsuitable for whatever reason they can refuse to unload, and will leave goods as near as possible to the delivery address.

 Flat ground for off-loading

The driver uses a tail-lift offload and manual pallet truck to move the goods off the vehicle and onto the ground. The pallet truck needs a flat, level and solid surface which is free from grass or gravel. It cannot move over uneven ground, or be controlled on slopes.

 Heavy goods

Bulk bags weigh approximately 875kgs or just under a tonne, and a pack of paving slabs weighs typically 1000kgs. Our contract delivery drivers will do their best to position goods where you want them, but the size and weight of materials makes this tricky, and impossible over rough ground.

Click and Collect

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 a form at https://www.turnbullsonline.co.uk/customer-service/order-cancellation/

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 paving if I don't like the colour?

You can return delivered product(s) you have purchased within 14 days after the day of delivery for any reason (including if you simply change your mind or don’t like the colour). To do so you must let us know in writing via email to customer.service@turnbullsonline.co.uk, or contact us by phone on 01529 308839. There is a charge for returns, but this varies according to the product, so best to get in touch as soon as you have made that decision. Please be aware that the pack must be complete and unopened in order for it to be returned. Click here for our full Turnbull Returns Policy

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.

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.

How do I know if the product I have ordered is supplier delivered?

If the email confirmation for your order states ‘UK Courier’ under the shipping method, the product is delivered directly from our supplier to you by our chosen courier.

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.

Can I request a paving or aggregate sample?

We can provide samples of most of our Marshalls, Stonemarket and Long Rake Spar products.  Please contact us for availability. Samples usually take between 3-5 days to arrive.

What services do your branches offer?

Paint mixing, timber cutting, glass cutting – please contact your nearest branch for details of these and other services.

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.

Sometimes your delivery may need to be re-palletised to transport it more easily which might cause unscheduled delay to your delivery.  We’ll try our best to get your order to you quickly, but please be aware, the decision to re-palletise is only done to ensure goods stay safe.

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.

Will my order be delivered by a Turnbull vehicle?

We indicate on all our product pages whether products are delivered locally by Turnbull or by a third party articulated vehicle courier.

How close can the driver drop a pallet?

Delivery is kerbside only.  Should you wish for the goods to be brought up onto your driveway or further, this is at your own risk and we cannot be held liable for any damage caused.

If you have any concerns, please don’t hesitate to contact us.

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.

I’ve ordered a number of products from different brands. Will they be delivered together?

Suppliers of some of our brands have their own transport which will mean separate deliveries.  We do our best to arrange for these to arrive on the same date for your convenience, but this is not always possible.  Should this happen, we will inform you prior to us booking delivery and it will also be stated clearly in your dispatch confirmation emails.

Paving FAQs

Your Paving Questions Answered

Where can I buy sub-base and other trade materials?

Our sharp sand, sub-base and other building materials are only available through our Building Supplies Branches for collection or local delivery within 20 miles of a branch.

For availability and pricing of paving products and building materials together, please contact your nearest Turnbull Building Supplies Branch.

Will the colour of my paving vary from the image online?

All our paving and walling images are supplied by the manufacturers and they go to great efforts to make sure photos represent the product as closely as possible.

However, natural stone will have variation in colours and shade and subject to naturally occurring veining, depending on where they have been quarried.  A standard sandstone will be subject to a wide range of colours whereas investing in a premium sandstone will result in tighter colour tolerances and fewer variations.  

We can send up to five free samples and they will be delivered to you within 3-5 working days. Available across most Marshalls, Stonemarket and Long Rake Spar product ranges.

I’d like to make a large quantity order. How do I go about this?

Contact us with your requirements and we’d be happy to put a quote together to ensure you are getting the best possible price.

An example of a large order would be 100m2 or an order of 10 pallets or more.

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.

Can I return paving if I don’t like the colour?

You can return delivered product(s) you have purchased within 14 days after the day of delivery for any reason (including if you simply change your mind or don’t like the colour). To do so you must let us know in writing via email to customer.service@turnbullsonline.co.uk, or contact us by phone on 01529 308839. There is a charge for returns, but this varies according to the product, so best to get in touch as soon as you have made that decision. Please be aware that the pack must be complete and unopened in order for it to be returned. Click here for our full Turnbull Returns Policy

How do I find a good paving installer?

We recommend qualified Marshalls and Stonemarket registered installers. They belong to a national network of independent professional installers who know the products and whose work has met high levels of competence and performance.

http://www.marshalls.co.uk/homeowners/approved-garden-and-driveway-installers
http://www.stonemarket.co.uk/find-a-local-landscape-installer

What is a bulk bag?

Bulk bags are big dumpy bags used for delivering larger amounts of aggregates, cobbles etc. They weigh between 850-975kg. Reputable builders’ merchants will make the weight of bulk bags very clear. The weights for the contents of bags is set by the Builders Merchants Federation and Trading Standards. Bulk bags are delivered kerbside and the contents can be easily barrowed in smaller quantities to wherever needed. Our product pages will tell you how much ground you’ll be able to cover with your chosen product.

Is the brand of the paving important?

Turnbull only sell Marshalls and Stonemarket paving, and there are very good reasons for our choice.  

They manufacture and source high quality paving with excellent technical consistency and great durability. Their sandstone is quarried from stone with high density which means it doesn’t retain moisture or green up with algae.  Their reconstituted stone paving has been manufactured with a high cement content to ensure its strength.

What is the Marshalls Stone Standard?

All stone supplied by Marshalls exceeds the base technical levels set by British Standards for stone and manufactured concrete paving products. Marshalls have their own exacting technical standards for paving strength and porosity, called the Marshalls Stone Standard. And what’s more, all their stones and slabs are repeatedly tested by an independent UKAS accredited laboratory. So, when you see ‘Stone Standard Exceeded’ on a Marshalls product, you know you’re getting paving, walling or driveway blocks that are technically superior and of the highest quality!

Can I add to an existing order after it has been placed?

Please get in touch with us with your Order Number and we’ll advise the best way to proceed.  Your order may be subject to additional delivery charges and dispatched separately, depending on its status.

What happens if my ordered item is out of stock?

Our paving and aggregate suppliers operate a live stock system which is subject to change.  Should stock become unavailable once we have received your order, and we’re unable to meet our 4-6 working day delivery window, we will notify you immediately.  We’ll investigate further as quickly as we can and we’ll be in touch with a resolution or advice to help keep your project running smoothly.

We guarantee stock for your order at the time your delivery shipment confirmation is sent. 

Garden FAQs

Garden Products Frequently Asked Questions

Does my shed come with flooring?

All of our sheds are supplied with flooring. Your Forest Garden shed floor should be positioned off the wet ground, either on a paving slab base or a wooden frame.

Does my shed come with roofing felt?

All of our sheds are supplied with roofing felt. Forest Garden TV has a useful video on how to felt a shed. Alternatively, for a premium roofing material look at the Forest Garden Shiplap Dip Treated 6×8 Apex Shed with Onduline Roof which comes with corrugated eco roofing material.

What tools will I need to assemble my Forest Garden products?

The instructions that come with your Forest Garden order will list the tools necessary for assembly. Usually these are tools most of us have at home, such as a hammer, a drill and a spirit level.

Can the windows be placed on the other side of the shed?

Most of our sheds have an interchangeable side panel. We’d be happy to confirm this prior to ordering, once you’ve decided on the shed you’d like.

Can you help with assembling my new shed/summerhouse?

Yes, we can on selected products, but this is an additional cost and we only offer an assembly service by prior agreement at the time of purchase. Definitely one to have a chat to us about! Give us a quick call on 01529 308839 to see if we can help.

Will installation happen on the same day as delivery?

Installation is typically booked after you’ve received your delivery. The company handling the installation will call you directly to book the most convenient date for you.

Do I need to do anything in preparation for the installation team?

In preparation, you will need to create your shed base, as this is not something the installation team will do for you. Clear a space around the installation area and check you have all the parts ready for the installation team. For further advice, visit Forest Garden TV for useful advice about ground preparation and bases for sheds.

I want to order a summerhouse or log cabin. What is the likely delivery time on these products?

Our summerhouses and log cabins are made to order, and so are usually delivered within 30 days from the time of order.

Can I pick a delivery date for my Grange Order?

Grange will get in contact with you directly to book the most convenient delivery date they have available for you.

Can I pick a delivery date for my Forest Garden Order?

Forest Garden products are delivered direct from the manufacturer. You will  receive an email or a text from them so that you can book your chosen delivery date.

Can I order fence posts?

We’re not able to supply posts via the website for nationwide delivery. Fence posts are available at our local branches and can be delivered free within our local network.

Are Forest Garden products suitable for painting?

Absolutely and we say go for it! Painting your garden furniture is a great way to personalise the look of your garden. There’s a huge range of garden paint colours available to buy. Choose a mild, dry day and if you don’t like it, it’s easy to change.

What does it mean if my planter or garden bench is made from pressure-treated wood?

Pressure treated products are made from wood that has been naturally or kiln dried to remove moisture. It is then placed in a pressure treatment tank to allow preservative to penetrate the wood. The wood comes out with a green tinge when new, but fades to a honey or beech colour over time. Wooden garden products that are pressure-treated withstand weathering very well. Forest Garden guarantees theirs for 15 years and they do not need annual wood preservative treatment. You will see some garden timber products on sale that are dip-treated. It’s generally cheaper in price because dipping is a quicker treatment process. Dip treatments thin and fade over time.

Trade Login FAQs

Trade Account FAQs

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

Head over to our Trade Account page and fill in the quick sign up form.  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?

If you’d like the benefits of a trade account with Turnbull, please leave your details  on our contact us form, and a member of our Accounts Team will contact you.

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.

Can I pay my invoices online?

You can view your latest statement online, but as yet, we don’t have the facility for you to pay invoices online. We will be offering this service in the near future.  Payments can be made speedily by contacting Accounts on 01529 303025.