DIYsupermarket.com is a multi-vendor website with each merchant giving assistance with their own products. When you purchase something from our website, it is delivered directly to you from one of our merchants - normally from stock and usually within 24-48 hours. These merchants are rigorously vetted businesses who have committed to the high level of customer service which we demand here at DIYsupermarket.com.  Please use the information below for help if you have any complaints.

General Customer Service Enquiries

Your point of sale for any item is with the Merchant who supplied and shipped it to you.

The  Merchant contact details are on the electronic invoice located in Orders History when logged in to your acount. Your order will also have been confirmed by post with a VAT invoice directly from the Merchant.

If you ordered items from more than one Merchant then you will have an invoice from each merchant and your query must be directed to them individually.

Any queries must be made directly to the merchant using their contact details from on the electronic invoice located in Orders History or the Merchant invoices.

If you do not achieve a satisfactory outcome, DIYsupermarket.com can be contacted directly using the contact form.  We do ask that you can demonstrate that you have been in contact with the merchant and that you have failed to agree on an outcome before we become involved.

Contact: We are a web based business and continually monitor our email.

Shipping

Deliveries are only possible to UK addresses (anywhere in the UK) at the current time.

Delivery of smaller quantities is by next day courier service - what we call 'parcel post'. If an item is not in stock with our merchant (this is pretty rare!) it is normally a maximum of 2 days to allow it to be shipped from the manufacturer. Larger quantities, where your order weighs more than 400kg or so, are normally shipped by 2-3 day pallet service.

Please note that if you live in the back of beyond then it will take a little longer!

For full information on our Free Delivery service and other shipping matters, please visit our DIYsupermarket.com Shipping page.

If in any doubt - just make a note in the comments box when placing your order.

Returns

All Vendors have a no quibbles open returns policy but insist that you follow these simple guidelines please.

Goods can only be accepted for return if they are in the original packaging, unopened and not used or damaged. They are happy to accept any unwanted items up to 14 days after sale, for example when goods are over ordered.

Approved goods for return are to be sent to the Merchant who supplied them, as per their details on the invoice.

You should contact the supplying merchant before returning the goods to obtain a Returns Material Authority (RMA) number. If you return goods without this it can cause delays in processing any refunds. They are unable to refund any carriage costs except in the event of faulty or incorrectly supplied goods.

You are solely responsible for the cost, proof of posting and insurance for the returned items. Our merchants will be happy to advise on the best method for you to use for return.