Question 1

I've placed an order online but want to change it, how do I do this?

Accepted Answer

Please contact the depot that your order was placed with. There is a contact number on the order confirmation email that you received after placing your order and we also have a list of our depot details on our branches page.

Question 2

My payment has been declined, what do I do now?

Accepted Answer

Please check that the billing name and address are entered exactly the same as what is on your card. If you're still having trouble please contact our Online Team on 01202 573 389 or sales@scbs.ltd and we'll have a look into the issues that you are having.

Question 3

How do I get a quote on the products I need?

Accepted Answer

You can request a quote online through our Get a Quote page or you can contact your local depot directly.

Question 4

Can I view my quotes online?

Accepted Answer

Yes, login to your account and go to My Quotes to view all your saved quotes.

Question 5

How long does a refund take?

Accepted Answer

Once a refund has been processed the money will take 3-5 working days to go back onto the card that you paid with.

Question 6

When will my online order be delivered?

Accepted Answer

We will always strive to deliver on the date you selected when ordering. If we cannot adhere to this we will be in contact with you to confirm a convenient date with you.

Question 7

How much do you charge for delivery?

Accepted Answer

All orders under £250 before VAT will incur a £20.00+VAT charge. Anything over £250 before VAT will receive free delivery.

Question 8

Will the delivery driver carry my goods inside or onto my property?

Accepted Answer

Our deliveries are to kerb-side only.

Question 9

Where is my order?

Accepted Answer

Please contact the depot that your order was placed with. A contact number is on the order confirmation email and we also have a list of our depot details on our branches page. We do not provide time slots — our deliveries are scheduled but can always move for route optimisation.

Question 10

Can I order a sample?

Accepted Answer

Please contact your local depot to order samples. You can find contact details on our branches page.

Question 11

Do you offer a cutting service?

Accepted Answer

None of our depots can facilitate this, however if collecting we can provide a saw and tape measure for you to fit items into your vehicle.

Question 12

Do you offer a brick matching service?

Accepted Answer

Yes, we offer a brick matching service. Please visit our brick matching page or contact your local depot for assistance.

Question 13

Do you offer a paint mixing service?

Accepted Answer

Yes but only at certain depots. Please check our branch pages to see if your local depot provides this service.

Question 14

Do you offer a tool hire service?

Accepted Answer

Yes. We have HSS Hire situated at a few of our depots. Find your nearest depot on our branches page.

Question 15

I'm looking for something and can't find it on your website, can you help?

Accepted Answer

We're working on adding our huge product range to the website. In the meantime your local depot may be able to help you. You can find contact details on our branches page.

Question 16

The photo online is slightly different from what I received, why is that?

Accepted Answer

All of the images used online are for illustration purposes only and may differ from the actual product. A variation on products made from natural materials, like timber, are to be expected.

Question 17

Can I exchange an item in depot?

Accepted Answer

Yes you can, within 14 days.

Question 18

What do I do if my item is faulty?

Accepted Answer

Please contact the depot you purchased the goods from. Photographs are always helpful for us to resolve the issue quicker and can be sent to the depot email address, which can be found on our branches page.

Question 19

I'm having trouble signing into my account, how do I solve this?

Accepted Answer

Please contact our Online Team on 01202 573 389 or sales@scbs.ltd and we'll have a look into the issues that you are having.

Question 20

I'm having trouble creating an account, how do I solve this?

Accepted Answer

Please contact our Online Team on 01202 573 389 or sales@scbs.ltd and we'll have a look into the issues that you are having.

Question 21

Can I link my depot account with a web account?

Accepted Answer

Yes. If you have an account with us already, sign up with the email address on your account and the same address as your account details. You will also need to know your account number which is on any correspondence from us.

Question 22

What type of account is best for me and how do I apply?

Accepted Answer

Visit our trade accounts page to see our account options and the benefits of each to best suit your next project.

Question 23

How do I sign up for an account?

Accepted Answer

Signing up for a website account is easy — register online and checking out will be made quicker and simpler. Already have a cash or credit account with the depot? Great! You can link this to a website account when registering and retain your in-depot benefits online too. You can sign up for a credit or cash account online — your online account will automatically create a cash account for you to use in-store instantly.

Question 24

My account details have changed. What should I do?

Accepted Answer

You can make a request to change your account details by emailing sales@scbs.ltd.

Question 25

Are you open to the public?

Accepted Answer

Yes, we are open to Retail and Trade.

Question 26

What are the opening hours of my local depot?

Accepted Answer

All opening hours and contact information can be found on our branches page.

Question 27

I can't find the answer to my question.

Accepted Answer

Please contact our online team on 01202 573 389 or sales@scbs.ltd and we will try and help.

Question 28

I would like to make a complaint; how do I do this?

Accepted Answer

Please contact our Customer Services team on 01202 573 389 or sales@scbs.ltd.

Question 29

How do I unsubscribe from marketing?

Accepted Answer

On any email you receive you can unsubscribe at the bottom of the email.

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