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

Frequently Asked Questions

Frequently Asked Questions

Our team has compiled answers for questions that customers ask frequently.  We hope you can find the information you're looking for.  Contact us  if you cannot find the answer to your question and we'll be pleased to help.

Delivery

Delivery Questions Answered

I can see that delivery is free if I order 4 packs. How much will it cost me if I want 1 - 3 packs delivered?

Purchases on one to three packs of paving and walling materials is only £30 per pack.

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.

Can I book a timed delivery?

You can book a day to suit your schedule, but sorry, we can’t guarantee a specific time slot.

How close can the driver drop a pallet? Will they go around the back of my property?

As a general rule, drivers deliver kerbside only. They can drop on your driveway but that is at your own risk and we cannot be liable for any damage a large lorry might cause.

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

I live in one of the postcodes that do not qualify for free delivery – how much is it going to cost me?

Do call us for a quote on 01529 308839 before making your purchase.

How long will delivery take if I order today?

As soon as we receive your order, we’ll contact you to arrange delivery. We deliver Monday to Friday 8am-8pm and aim to get your delivery to you as soon as possible, usually within four to six days (expect Forest Garden orders that shall be delivered within five to ten days). Should you require your order to be delivered faster than our standard delivery service then please contact our Online team for delivery costs to your area.

Go to our delivery page for information on our prices and policies.

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 as soon as it’s here to let you know.

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 any time 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.

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 store 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.

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.

Paving

Your Paving Questions Answered

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 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, but your order may be subject to additional delivery charges and dispatched separately, depending on the status of the order.

What happens if my ordered item is out of stock?

Our suppliers operate a live stock system which is subject to change. Should stock become unavailable once we have received your  order, and we are unable to arrange delivery within our usual 4-6 working day 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 we send your delivery shipment confirmation.

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.

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.

What are project packs?

Project packs contain all the different sized slabs you need to lay a patio. For example, our Marshalls Indian Sandstone comes in a 15.2 m2 project pack. It contains 62 separate slabs in 5 different sizes. This means you can create a patio design knowing you’ll have no waste at all.

How do I calculate how much I need?

We can help you work out how much paving you’ll need if you have some basic area measurements to hand.  Alternatively, you might like to try out the Marshalls handy, free online Garden Paving Planner here.

What kind of jointing compound do I need?

Our paving manufacturers produce jointing compounds that are technically superior to the traditional ‘1 part cement to 4 parts sand’ variety. Stonemarket Fast Point Jointing Compound and Marshalls Weatherpoint 365 both speed up installation, can be used in wet and dry weather conditions, come ready mixed and will not stain the surface of the slab. Some of our products come with FREE jointing compound so it’s worth have a chat with us to find out the best option for your paving.

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 full Turnbull Returns Policy.

Is the brand of the paving important?

Turnbull only sells Marshalls and Stonemarket paving and there are very good reasons for our choice. We supply high quality paving with excellent technical consistency and great durability. We know our sandstone paving is quarried from stone with high density which means it doesn’t retain moisture or green up with algae. Much of our imported stone has been ethically sourced and audited by the Ethical Trading Initiative. Look for the Fairstone label. Our reconstituted stone paving has been manufactured with a high cement content to ensure its strength. You’ll find cheaper brands, but they are less resistant to moisture and will crack more easily.

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!

Garden

Garden Products Frequently Asked Questions

Can you help with assembling my new shed/summerhouse?

Yes we can, 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.

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 the 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.

 

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.

 

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.

How easy are flat-packed items to assemble?

Most Forest Garden products are easily assembled by one or two people. They come with all the fixtures and fittings you’ll need, and have detailed assembly instructions. What’s more, you can click in to Forest TV which has a great range of ‘How to’ videos to help you. In some cases, an item will come to you fully assembled rather than flat packed.

Can I stop my Forest Garden product turning grey?

Of course! If you want to keep the brighter colour of fresh timber we recommend you give your wooden product a fresh coat of good quality wood preservative after you’ve had it for about a year. This will have the same brightening effect as a good wax and wash does on your car. But avoid doing this on a baking hot day – the timber will dry out too quickly and it may cause warping.

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.