Below are the answers to commonly asked questions about trading with BUILT/. If for any reason you can’t find what the answer to your query here, you can contact us on any of our available communication channels and we’ll get back to you!

General Ordering

Who can buy from BUILT/?

BUILT/ is made for the trade, but anyone can buy from on the web or in branch.

What payment methods do you accept?

Online: BUILT/ trade account credit card / Visa / Visa Debit / MasterCard / American Express / PayPal
In branch: *CASH / BUILT/ trade account credit card / Visa / Visa Debit / MasterCard / American Express

How do I buy online from BUILT/?

We’ve made buying online easy. To create an account simply click here and complete an online registration form. Then go ahead and browse the website, add your materials to your basket, and proceed to checkout.
Browsing for products is simple. With accurate, up to date stock levels, detailed product information, clear, bookable collection and delivery slots ordering online has never been easier.

Can I place an order directly in branch?

You can order from anywhere in branch with one of our freindly branch team. All the branch team are trained to look out for customers who need assistance, but if they’re busy helping other customers, ordering is still easy, you can simply park up and visit the trade counter area where you can order at one of our self-serve kiosks.

I need to place a quick order and I have the product codes, what do I do?

If you need to find products and checkout quickly you can use our quick and easy product finder. Just enter the six digit product code and quantity and add the items to your basket.

Can I add to / amend an order I have already placed online?

All orders can be amended up to the point an order is committed to be picked. Please contact us directly as soon as possible via phone, 0121 468 0031 or email; support@built.co.uk
Once an order is completed it cannot be amended. See our Returns Policy for more details.

Can I cancel my order?

If you would like to cancel an order that is currently in progress, please contact us directly as soon as possible via phone, 0121 468 0031 or email support@built.co.uk
If you would like to cancel any order, or any part of an order purchased from us once this has been received, please read our Terms and Conditions.

Customer Support

What is the best way to contact BUILT/ for any support queries?

BUILT/ Customer Support is accessible on phone, email and chat

What are your customer support hours?

Our dedicated support hours are as follows: (We aim to respond within 1 working hour)

  • Monday to Friday 9am – 4pm
  • Saturday 9am – 1pm
General Support Hours
  • Monday to Friday 6am – 9am and 4pm – 6pm
  • Saturday 1pm – 5pm

We will endeavour to respond and handle queries in a timely manner, unfortunately we can’t offer a guaranteed response time during these hours.

Please use our chat form, email us or leave a voicemail outside these hours for a prompt response within supported hours.

Branch Collection

How will I know where to collect?

Whether you’ve placed your order on the web or in branch, your order confirmation will detail exactly which collection bay you will pick up from. Our trade associates will meet you at your allocated bay at the time of your collection to help load your vehicle.

If you’ve ordered in branch, you can keep track of your order on our order update screens, so you know when your order is being assembled at the bay and when its ready for your collection.

How will you identify me when I arrive at branch?

If you are a registered customer and you have updated your vehicle registration within your account, our vehicle recognition will pick you up as soon as you arrive in branch. We’ll detect where you have parked and will know if you have an existing order ready to pick up or whether you’re here to place a new order.

Further information about our vehicle recognition process can be found in our Terms and Conditions.

What if someone is parked in my collection bay?

If you are arriving in branch to collect a pre paid order and someone is in your allocated slot, pull into any of the empty bays available within the warehouse and our vehicle recognition device will send one of our colleagues to assist with the collection of your order in a new bay.

Our site is a safe place; where possible we want all our customers to stay in their vehicles and we’ll come to you. Don’t worry if we don’t have your vehicle registration number in our system, we’ll still see that you’re onsite come to you.

Can I park in a reserved bay?

We politely request that people don’t park in ‘reserved’ bays that have not been allocated to them. We run a very efficient system designed to accomodate everyone that visits us and using bays reserved for other customers can cause delays for everyone visiting and collecting from our branches. If we see that you’re struggling to find a space, we’ll do our best to find you one, so please help us by following our efficient system and we’ll make sure you get what you need.

Where do I go while I wait for my order in branch?

If you’ve placed your order in online, you won’t need to wait, your order will be ready to load as soon as you arrive in branch. When you place an order in branch, you’re wait time will be minimal. We’ll confirm an approximate wait time at the point of ordering, while you wait and you can choose to:

  • Drive away and come back later
  • Wait in our trade counter area - check out some products / grab a tea or coffee and check out what’s new
  • Wait in your van - get some admin done / connect with us online… WIFI is free in branch so why not send us a tweet or read our trade news.

Can I check my order before it's loaded onto my van?

Yes you can check your order onto your van however as our collection process is designed to be quick, easy and convenient; giving you full visibility of the goods being loaded onto your van at the point of collection we have tried to negate the need for you to leave your vehicle. You can, of course check your order being loaded, before you sign, but you can be confident that our loading process is safe, secure and all the materials loaded are quality, undamaged...with no banana shaped timber. If you are unhappy with anything at the point of loading, please talk to your trade associate who will be happy to replace anything at the point of loading.

What if I can’t load everything into my van?

In the unlikely event that you cannot fit all your ordered goods in your vehicle, we can part dispatch your order so you only take away the goods that fit and we’ll book you another collection slot so you can come back and pick up the rest at a later time that suits you.

What if I forget my order number?

We’ll send you an order confirmation with your order number which you will need to bring with you on collection. If you do not bring this with you on collection, speak you will need to provide proof of ID so we can locate your order and ensure that we’re giving you the right order.

Can someone else collect my order from the BUILT/ warehouse?

If you are unable to collect your online order and would like someone else to collect this on your behalf. Please contact us via phone, on 0121 468 0031 or via email; support@built.co.uk to confirm any change to your order collection.


Do you offer same day/next day delivery?

Available delivery times are dependant on when you place your order and the delivery times available in our BUILT/ delivery calendar. If same day or next day delivery slots are available to book, they will be available to select during the checkout when placing your order. For more information on scheduling and managing your delivery, please refer to our Delivery page.

Do you offer national delivery?

Yes. National Delivery is available on orders up to 750kg. National Delivery excludes Scotland, Northern Ireland, Isle of Man, and Isle of Wight. For more information, see our Delivery page.

Do I need to be on site to sign for a delivery?

If you have chosen for goods to be delivered and you have stated a delivery address, as a chosen time slot and date for that delivery, it is in your interest to be available to take your delivery at the time and date that you have requested as all deliveries of this nature need to be signed for. If you will not be on site to sign for your delivery, please contact us via phone, on 0121 468 0031 or via email at support@built.co.uk to confirm any changes to your scheduled delivery.

What if I receive something faulty/damaged?

If any of the goods you receive are damaged upon receipt of your order, we advise that you contact us upon receipt of the goods so that we can look into any issues as soon as possible.

For further information on our policy regarding damaged goods, please refer to our Terms and Conditions.


Can I return items to BUILT/?

We offer a 30 day returns policy for goods that are new, unused and in their original packaging. Please refer to our Returns section for more information and for a full list of exclusions.


How do you use the information you capture within my BUILT/ account

We take your privacy very seriously and all the information you share with us remains strictly confidential and is not shared with any third party. Based on the information you provide, we may, from time to time, contact you about goods or services that we think may be of interest but, if you would rather not be contacted, you can contact us and we will remove your information from our database.

Please refer to our Privacy Policy and / or our Terms and Conditions for more details.

How do I update my contact details?

If you need to update your contact details, simply log into your account and change the details you require or you can contact us and we will be happy to assist you. Please note that we will need your contact number and we may need additional information in order to change or update your details.

I want to close my account, what do I do?

If you want to close your account, please contact us and we will be happy to assist you.

Is there something we haven’t covered? If you can’t see the answer to your question or query here, please contact us. You can email us or request a call-back and we’ll always aim to get back to you (in working hours) as soon as possible.