UK Flat Roofing
 
 

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FAQ  

FAQ  

 

View answers to the Frequently Asked Questions. 

How long with Delivery Take?
Delivery info can be found on the product page.

Do you offer Next Day Delivery?
Most items are shipped with next day delivery but items aren't guatanteed, especially at the moment with current issues.

What does it cost for delivery?
Delivery costs will vary and its best to check out your basket for a correct delivery cost.

Can I collect?
Some items yes, please contact us before hand as some items come from different warehouses or direct from manufactures.

Do you deliver on Saturday or Sunday?
Not normally but if you need this please contact us.

Where is my delivery?
We will try to send over tracking if provided to us but in the case you can't see this please contact us and we will find out an ETA or provide you with a tracking link.

Only part of my order has arrived?
"Couriers do split orders up and don't always stay together through the network, we also might use several carriers on one order due to weight, length or hazardous items. They also might come from seperate warehouses of ours. Please contact us and we will advise where the rest of your order is."

What happens if i am not in when delivery is attempted?
Some of our couriers will leave it on site, others will need a signature. If you can leave a telephone number and a safe place if you know you will be out this will help.

How can I contact you?
You can contact us via Email, Live Chat or Telephone. If we can't be contact on the Telephone we ask you email your enquiery as we sometimes have to prioratise order and emails due to very busy periods.

Can I track my delivery?
We will send a link to this if provided to us. If you haven't had this please contact us and we will get an ETA or link for you.

What if my delivery is late?
"We are aware that some items are turning up later due to Covid, Brexit and other issues around HGV/Delviery Drivers currently.  We ask you for patience with them and contact us if you feel your order is late and we will look into this for you. Once orders have been send some items can't be returned due to the nature of some bespoke items we sell. Please contact us before re-ordering."

I can't order on the website?
Either you are outside of the area we can deliver that product or there is an issue on the website. Contact us so we can help!

Why don't you take card payments over the phone?
"For security reasons we don't take payments over the phone. We will issue a payment link for you to follow or advise you through the website payment page."

Can i order over the phone?
"Yes you can but we can't take payment. Payment will either be done by a payment link or proforma and bank transfer"

Do you offer Trade DIscounts?
We can on certain items, if you have a large order please contact us.

Do you offer Credit Acconts?
We offer PayPal Credit, this is better than tradition credit accounts as you have 4 month 0% finance on purchases helping us keep our prices lower.

Can you send a proforma?
"Yes please contact us with the items you need or you can process the order online and if you want to pay via Bacs we have this option on checkout.  This option will send you a proforma from the system automatically."

Can i pay via Bank Transfer?
Yes, please select this option on checkout.

What Payment Methods do you have?
"We take Credit and Debit Cards from all major providers such as Visa, Mastercard and American Express aswell as PayPal and Bank Transfer.  You can also use Google Pay or Apple Pay".

Can you recommend someone to install?
Please contact us with the products you want to use and your location and we will find one of our trained installers to help you.

Do i need to register?
"No you can checkout as a guest.  There are benefits to registereing from saving time on your next order and easy access to previous orders and invoices."

I've forgotten my password, can i reset it?
Yes please follow this link

Can i pay via Bank Transfer?
Yes, please select this option on checkout.

What Payment Methods do you have?
"We take Credit and Debit Cards from all major providers such as Visa, Mastercard and American Express aswell as PayPal and Bank Transfer.  You can also use Google Pay or Apple Pay".

Where can i see the product videos?
Product videos will be under the Video Tab on the product page, if you can't see one please contact us and we will advise.

 

Can I return a product?
"Some items can be returned within 28 days of pruchase, there might be a restocking fee on certain items but we will make you aware of these before you return. As expected please ensure the returned goods are in a resalable condition and you haven't used it. 

However some items (for example - EPDM Cut to Size) can't always be refunded due to the nature of it being cut or manufactureed to the size you need, this is classed as a customer product."

When will I get my refund?
"Refunds are processed once the items are back at one of our warehouses and have been checked over.  Please note your refund can only go back to the account used or store credit will be issued."

Will you pay for the return postage?
When the items have been inccorectly sent or damaged we will. If you order something you don't need or mistakenly ordered you will need to cover the cost. We recommend either My Hermes or Interparcel.

How do I make a complaint?
Please send your complaint to sales@ukflatroofing.com with Complaint as the subject. Please include your order reference and information and a manager will be in contact with you.

Do you offer Exchanges?
We can exchange items but you will need to return the items before we can use that as credit on your account. Its best to re order and return to speed the process of you getting the goods you want fastest.