You will receive a phone call within 4 working hours from the branch processing your order. They will be able to give you an update.
2. What should I do if I haven’t been contacted regarding my delivery?
We’re sorry that you have not been contacted about your delivery. Please complete the contact form at the bottom of the page, and we will get back to you within normal working hours (Mon-Fri 7.30am-5pm & Sat 8am-12pm - we are closed on bank holidays).
3. During what times could my order be delivered?
Your order may be delivered between 7.30am and 5pm (Monday to Friday). Please note that it is collection only on Saturday.
4. How much do you charge for delivery?
We offer free delivery for account customers. Non-account customer order values over £250 including VAT are delivered free of charge. Orders of any value can be collected from one of our branches. Sign up for a cash or credit account here to access additional benefits.
5. What happens if my goods are damaged or faulty?
Please contact the branch dealing with your order within two working days if your item is damaged. For more information regarding deliveries, please click here.
Order Amends
1. Can I change or cancel my order?
You will receive a phone call within 4 working hours of placing your order to confirm delivery or collection details. If there is an issue with your order, or you wish to cancel, please complete the form below as soon as possible. We will make every effort to fulfil your request, but please be aware that this may not always be possible.
Returns
1. How do I return an item?
Please contact the branch that processed your order to arrange the return of your goods. Please note that all goods must be in a resalable condition (in original packaging) and returned within 14 days of collection/delivery. You can either, return the goods to your local branch, or arrange collection by contacting your local branch. Please have the order number and product details to hand. The return of perishable (i.e. cement, plaster) and special items will not be accepted for return.
2. Will I be charged to return my items?
You can return resalable goods to your local branch with no charge. If you require us to collect the goods, our minimum charge is 15% of the goods value, but could be more depending on your location or product type. Once we have accepted the return, we will issue a refund within 7 working days.
Online Accounts
1. Can I use my existing account online?
Yes, enter your RGB account number here and fill in your details. This will ensure that any existing terms apply to the products you buy online.
2. How can I reset my password?
Yes, this can be done via your online account. Please click here and follow the on screen instructions in order to change your password.
Payment
1. What methods can I use to pay?
All major credit and debit cards will be accepted.
Click and Collect
1. When will my order be ready for collection?
Your order will be ready for collection two working hours after it has been placed. For example, if an order is made at midnight, the order will be ready to collect from 10am the next working day, and any orders placed after 3pm on a working day will be available for collection the following working day.
2. During what times can I collect my order?
Orders can only be collected during branch opening hours. You can find your local branch’s opening times here.
3. How long will you hold my order for?
We will hold your order for 48 hours, but if it is not collected during this time, then we will contact you to confirm whether you are still collecting. We will then hold the item(s) for up to 5 further working days.
4. Can I collect on behalf of someone else?
Yes, you can collect on behalf of someone else, but please ensure you have the following documents with you.
• A copy of the order confirmation
• Valid photographic ID
• The debit/credit card that was used to pay for the order.
If the appropriate ID cannot be provided, we will contact the customer who placed the order to verify the collection.
5. Can I place a collection and delivery in the same order?
Yes, when you place items in your basket, you will have the option to choose either click and collect or delivery to an address of your choice.
Other
1. How can I order items not available on your website?
We supply more than 40,000 products, so if you cannot see what you are searching for on our website, please complete the form below or pop in to see us, and we will do our very best to help you find what you need.
2. Did we answer your question?
If not, please complete the form below, and we will get back to you as soon as possible.
