FAQs

When can I expect my order to be delivered? 

We aim to deliver all orders within 1-2 working days, however during busier periods this can be slightly longer. We will always try to accommodate specific delivery date requests when we can. You will receive an email or phone call with a delivery date after you place your order.

Can I track my order? 

Unfortunately, we are unable to offer order tracking currently, but this is something we are working on and hope to have available in the future. 

What should I do if my order hasn't been delivered yet? 

If for some reason we are not able to deliver on the date we have given you, we will always try to give you as much notice as is possible and agree on a new date for delivery. If for whatever reason, we have not yet delivered to you without communicating a delay you can get hold of us by either calling the number or emailing us using the details at the top of your order acknowledgement. 

What if I’m not in when my order is delivered? 

We do not require you to be at home or on-site for us to make a delivery. If we arrive on-site and there is no one there to advise where to unload, our driver will do so wherever they deem to be the safest place to do so. If you have a specific place you would like the delivery unloaded, or you do not want us to unload without someone being present, please ensure you let us know at the point of order. 

Where can my order be delivered? 

We will generally only make kerbside deliveries in most instances. However, if you require deliveries to be made to other locations, for example, to the rear of a property or onto a larger building site, we will always look to accommodate if it is safe to do so. Our driver may ask you to sign a delivery disclosure if you wish for us to take our vehicle onto your property or site. If you have any specific requirements for delivery, please let us know at the point of order. 

Which couriers do you use for delivery? 

We don’t currently use a courier service; all our deliveries are made from our own fleet. This is something we are looking to introduce for smaller items in the future to reduce our delivery costs. 

Do you deliver on Bank Holidays? 

We operate a reduced delivery fleet on most Bank Holidays, meaning spaces can fill up quicker than usual.  Please visit our Seasonal Opening Hours page to check what Bank Holidays we are open. 

How does Click/Call & Collect work? 

Orders can be collected from your local store in line with their opening hours. Please refer to your local store's opening hours for collection times.

Click and Collect orders for Sundays are only available from our Horfield branch in Bristol.

We will call or email you to confirm when you would like to collect your order; if you arrive prior to the agreed time, you may be asked to wait while your order is picked.

Can I get a trade account at Kellaway? 

Yes, you can apply for an account with Kellaway (either cash or credit), via our website or in branch. Click on register at the top of our home page to access the relevant application forms.

How do I check that you have the products I require in stock? 

We try to keep our website stock as up to date as possible, but in the unlikely event that we do not have an item in stock, we will refund your order and let you know.  

We also have the option to allow substitutes on items in your basket so if for whatever reason, we run out of a particular item, we can replace it with a similar item (such as a different brand).  

Which payment options do you accept? 

We accept credit/debt card and paypal payments online and card and cash payments in branches. You can also apply for a trade account with us by registering here (link)

Is my personal information and payment information stored securely? 

All PayPal payments are secure and they keep your financial details private (even from us) and transactions secure from fraud 24/7. Setting up a PayPal account is simple and convenient. Skip entering and updating your card details every time you check out and make a purchase in just a few clicks. 

We are working on offering different payment gateways in the future. 

I'm missing an item from my order, what do I do? 

We will always try to notify you of any expected shortages to your order before the delivery is made, advising you of the expected date this will be available. If you received a delivery that has a shortage you were not expecting, please give us a call on the number that appears at the top of both your Order Acknowledgment and Delivery Note. We will then investigate the reason for the shortage and advise when this can be redelivered. 

I’ve been sent the wrong item, what do I do? 

If you receive an item that is incorrect, please give us a call on the number that appears at the top of both your Order Acknowledgment and Delivery Note. We will then endeavour to get this swapped over for you as soon as is possible. 

How do I cancel an item or the total order? 

If you need to cancel an item or order, just send us an email at enquires@kellaway.co.uk quoting your order reference and the item(s) you want to cancel and we will arrange a refund. This will be back in your bank/Paypal account in 3-5 working days. 

Can I amend my order after I've placed it? 

If you need to amend your order after you have placed it, you can email enquires@kellaway.co.uk with your order number and revisions. If your order value increases, you will need to pay the difference by phone and one of our team will call you to make this payment. If your order value decreases, we will process the refund for you, and this will be back in your bank/Paypal account in 3-5 working days. 

How do I return an item if it isn’t faulty? 

We will accept any non-perishable product back that are in a re-sellable condition so long as they are returned within 30 days. You can either return goods in person at any branch, send them back with our driver if you are due another delivery, or we can arrange for one of our vehicles to collect them for you, though there may be an additional charge for this. Perishable products that we will not accept back include, but are not limited to, cement, lime products, plaster, and all powdered adhesives & grouts. 

Returns will be processed using the original payment method. It can take up to 10 working days for the return to hit the customer's bank account.

How do I return a faulty item? 

If you receive an item that turns out to be faulty or defective, please either give us a call or email us using the contact details at the top of both your Order Acknowledgment and Delivery Note. We will look to replace this product as quickly as is possible. If you would to return the product and have it refunded please let us know, and you will be able to either return it yourself to any of our branches or we will arrange for it to be collected. 

Where can I get technical help with a product I have bought? 

Our team will be able to field most day-to-day product queries, but if you require additional technical support we will, in most instances, be able to arrange for a representative of the product manufacturer to contact you. 

Will I receive a re-stocking charge? 

You can return any non-perishable product (as detailed above) to us within 30 days of delivery. If you return the goods yourself or send them back with one of our drivers in instances where you’re expecting another delivery from us you will not be charged a re-stocking charge. If you arrange for us to attend the site solely to collect materials, then there will be a charge for this. 

How do I contact the Kellaway team? 

Contact details can be found here.

When will my bank account be charged for my order? 

Your account will be charged immediately at the point of ordering. 

What do I do if my payment is declined? 

If your payment is declined, we will not raise the order, if the money has been taken from your bank account it is likely this is in a holding facility with your bank. This should return to your account in 3-5 working days, but it is best to check with your bank for certainty. 

How do I use PayPal to pay for my order? 

Enter your name and shipping address. You will then be prompted for your debit/credit card, email address, and phone number.  

(Optional) After reviewing your information, you may choose to save your information by creating a PayPal account to make future transactions faster. 

Please note that PayPal’s fraud prevention measures remain in effect for buyers who use this checkout. PayPal applies the same techniques for this checkout as it does for other transactions. 

Can I get a refund if the price has changed since I placed my order? 

Unfortunately, we are unable to honour any prices or promotions for orders placed outside of the promotional time frame as this would be unfair to the rest of our customers.  

What should I do if I’ve been overcharged for my order? 

If you believe there is an incorrect or overcharge on your order please email enquires@kellaway.co.uk with the details, and with your order number and we will investigate and take the appropriate action. 

How can I find out about your Ethical Sourcing Policy? 

Kellaway Building Supplies is committed to ensuring modern forms of slavery and human trafficking are not present in our supply chains and in any of our businesses. We expect businesses, companies, and other entities that provide or seek to provide, any kind of good or service to Kellaway Building Supplies, including our suppliers, vendors and contractors (“suppliers”) to respect human rights and promote similar principles in their own supply chains. 

Where non-compliance is identified, Kellaway will engage with the relevant supplier and promptly take appropriate action, which may include not appointing or re-appointing the supplier. 

We are aware that some of the products we purchase for resale originate from areas of the world where human rights are not respected. We ensure that all suppliers that source from such regions have the highest standards, policies and are internally audited ensuring slavery is not used and local people are treated ethically. NBG also act on our and all partners behalf, to ensure the highest standards are set and maintained. 

For more information, please see our Modern Slavery Statement.

How can I get a quote? 

Please use our materials quote form which can be found here.

I'm going to start a building project - do you offer bulk deal prices? 

Yes, we do, but unfortunately, this functionality is not offered on our website at present. If you have an ongoing product, we recommend setting up a cash or credit account so you can access trade discounts when you visit us in branch on products you buy the most. 

Can I pay off my invoices online? 

This functionality is not available yet, but it is something we are working on for the near future. 

Do you only supply to the trade? And do I need to have an account to buy from you? 

No, we are open to everyone whether trade or DIY, account or not.  

How do I view my invoices? 

When you set up your account, you need to provide an email for your account and you will receive digital statements in this way. If you would like to request a duplicate copy, please email accounts@kellaway.co.uk. 

Can I manage my account online? 

This functionality is not available yet, but it is something we are working on for the near future. 

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

The products listed on our website are not an exhaustive list, if you are looking for something but can’t find it please submit an enquiry or contact your local branch.

Can you supply me with a product sample? 

We are able to offer samples of a range of products. Most samples are available free of charge, but others may incur a small cost. If you would like to arrange for a sample to be supplied to you, please email enquiries@kellaway.co.uk with the details of what you are looking for. 

Do you offer a brick/roof tile matching service? 

Yes, we do. To take advantage of this facility, please email us at enquiries@kellaway.co.uk with photos of what you are looking to match. Please note that certain types of bricks and tiles can contain a range of colours and/or finishes, so it is always advisable to send a number of photos that capture these variations to better help us match. Alternatively, you can also bring a brick and/or tile into your local branch.

Do you offer a paint mixing service? 

We offer paint mixing in most of our branches. You can choose your colour, function or finish and then get it mixed, so it is just right for the room you're decorating. We can also match colours, so if you are looking for a specific colour, you can bring in a reference for us to scan. 

Do you offer a timber cutting service? 

We have a wide range of sizes and profiles available in stock for timber, but custom profiles, sizes and lengths can be machined to order. Simply let one of our sales team know what you are looking for, and it can be arranged to be cut and delivered directly to you, or to your local branch.

Do you sell sustainable building materials? 

We encourage and embed sustainable and life-cycle considerations into procurement decisions. It offers a wide range of products, which, whenever possible, are sourced from sustainable sources or are recycled. For example, where available, our carcassing is compliant with PEFC and FSC®. Whenever possible we also offer sustainable products as an alternative to standard fabricated ones, such as sheep’s wool insulation instead of the manmade product.

We promote green and sustainable living by promoting products that enable this, such as solar panels, VOC free paint, recycled paint, clean spirit as well as products made from recycled materials such as concrete blocks and Knauf glass products.

I'm planning to build a house/an extension. Do you offer an estimating service? 

We are always happy to help with material estimations for larger projects. We can offer a range of services, from take-offs of key areas of the build that can be done free-of-charge, to full material and labour estimations that will come with a charge, and everything in between. If you opt for a more comprehensive estimation that comes with a charge and then order the materials for the project from us, we will refund you the estimation cost. 

What do I do once I have submitted my order? 

Once you have submitted your order, you will receive a confirmation email to let you know we have your order. One of our team will then contact you to confirm a collection/delivery date.  

What if I’m collecting on behalf of someone else? 

This is not a problem; you just need to bring a copy of the confirmation email to branch (either on your phone or printed). 

Can I place a collection and delivery in one order? 

Unfortunately, our website doesn’t have the facility to do split an order into collection and delivery. If you want to collect some items and have others delivered, you will need to place separate orders. 

Can I place a collection order over two or more branches? 

Unfortunately, our website doesn’t have the facility to do split a collection order over several branches. If you want to collect from more than one branch, you will need to place separate orders. 

How much do you charge for delivery? Is there a minimum order value? 

We charge a flat rate for delivery of £3.00 (+VAT) on orders over £250 (+VAT). Or £15.00 (+VAT) on orders under £250 (+VAT). Deliver charges may vary depending on the product ordered. This will be clarified at the checkout when ordering or with branch staff.  

Do you sell to overseas customers? 

No, we do not currently offer overseas shipping. 

What are the opening hours for my local branch? 

You can find your local branch details including their opening hours on our branch finder. 

What is the difference between a cash, credit and web account? 

A credit account gives you access to credit for 30 days as well as special prices on the products you buy the most. A cash account still gives you discounted prices on your favourite products, but you pay as you go. Both cash and credit accounts can be used in branch or over the phone/email.

To order online, you don’t need to have a web account but if you do, it will store your details for a speedier checkout.

We don’t currently have the ability to manage your cash/credit account online, but this is something we are working on.