FAQs

Search our FAQs for quick answers to common questions on delivery, collection, branches, ordering and creating an account

Online Orders and the Website Troubleshooting
Q.

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

A.

Please contact the branch 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 branch details here.

Q.

Can I view my quotes online?

A.

We are currently working on making this possible for 1840 and account users.

Q.

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

A.

You will need to contact your local branch. Contact details can be found here.

Alternatively, we’re working on Account holders being able to submit products for quoting from the website and hope that this will be with you by June 2018.

Q.

Are all Howarth Timber products available online?

A.

We have a huge range of products available to purchase online and are constantly adding new ranges. If you can’t find what you’re looking for, contact your local branch who will be able to advise.

Q.

How long does a refund take?

A.

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

Q.

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

A.

Please contact our Online Team on 0330 119 2509 or sales.online@howarth-timber.co.uk and we’ll have a look into the issues that you are having.

Q.

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

A.

Please contact our Online Team on 0330 119 2509 or sales.online@howarth-timber.co.uk and we’ll have a look into the issues that you are having.

Q.

I entered my account number to link it to the website, but it doesn’t seem to have worked. How do I solve this?

A.

Once our Accounts team have completed some security checks and verified who you are they will link your Online account with your account number. This shouldn’t take longer than 2 working days.

If you’re still having trouble please contact our online team on 0330 119 2509 or sales.online@howarth-timber.co.uk and we’ll have a look into the issues that you are having.

Q.

Can I exchange an item in branch?

A.

Yes you can, within fourteen days.

Q.

How do I get access to trade prices?

A.

When registering for an online account you can select between a Trade or Retail account. To access Trade prices you must select the trade option.

Q.

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

A.

We’re working on adding our huge product range to the website, in the meantime your local branch may be able to help you. Contact details can be found here

Q.

Do you sell sustainable building materials?

A.

Yes. The Howarth Greenhouse is dedicated sustainability centre, contact your local branch for more information. Or alternatively have a look on our website.

Q.

What do I do if my item is faulty?

A.

Please contact the Howarth Timber & Building Supplies branch you purchased the goods from. Photographs are always helpful for us to resolve the issue quicker and can be sent to the branch email address, which can be found here.

Q.

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

A.

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

Q.

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

A.

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 0330 119 2509 or sales.online@howarth-timber.co.uk and we’ll have a look into the issues that you are having.

Q.

My payment was declined but the payment is pending in my bank account, what do I do?

A.

Please be assured that if your payment was declined Howarth Timber have no way of accessing the money and thus will not take it from your account. The pending payment should clear within 48 hours but if you need it clearing sooner please contact your bank. We will work with them wherever possible.

Q.

Why do I have to enter my postcode to see pricing?

A.

We ask you to enter a postcode so that we know which of our branches is your closest. This is so that we can show you live stock levels pricing.

Delivery
Q.

When will my online order be delivered?

A.

Please contact the branch that your order was placed with to confirm a delivery date. Contact details can be found here or on your email order confirmation.

Q.

Can you deliver outside of mainland UK?

A.

The only products we can deliver outside of mainland UK are the Camo hidden deck fasteners. Please contact our online team on 0330 119 2509 or sales.online@howarth-timber.co.uk for pricing.

Q.

How do I know if the product is delivered by the supplier?

A.

On a product page, once you have entered your postcode click onto the delivery tab and it will tell you here if the product is going to be sent to you directly from the supplier or whether it’ll be delivered by your local branch.

Q.

How much do you charge for delivery?

A.

All of our delivery information can be found here.

Q.

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

A.

Our deliveries are to kerb-side only.

Q.

Where is my order?

A.

Please contact the branch that your order was placed with. A contact number is on the order confirmation email and we also have a list of our branch details here.

Services
Q.

Can I order a catalogue?

A.

Please contact your local branch for brochures. Contact details can be found here.

Q.

Can I order a sample?

A.

Please contact your local branch to order samples. Contact details can be found here.

Q.

Do you offer a cutting service?

A.

The majority of our branches offer a cutting service, please visit your local branches’ page for details.

Q.

What is Acorn Rewards?

A.

Acorn Rewards is Howarth Timber & Building Supplies loyalty scheme. It’s available to customers who hold an 1840 cash or credit account. Further information can we found here.

Q.

Do you offer installation?

A.

Unfortunately we’re unable to offer installation. However we recommend going to the Federation of Master Builders website to find a vetted local builder: www.fmb.org.uk

Q.

Do you offer a brick matching service?

A.

Yes, please pop into branch to discuss further with our team. To find your nearest branch click here.

Q.

Do you offer a paint mixing service?

A.

Unfortunately this isn’t a service we currently offer.

Q.

Do you offer a tool hire service?

A.

Unfortunately this isn’t a service we currently offer.

Branch
Q.

Are you open to the public?

A.

Yes, anyone is welcome.

Q.

What are the opening hours of my local branch?

A.

All opening hours and contact information can be found here.

Q.

There isn’t a branch near me, are you still able to deliver?

A.

Unfortunately if you aren’t in an area covered by our network of branches we cannot offer you our full range of our products.

Currently available to purchase are XL Joinery internal doors, Quick Step flooring, Forest Garden garden products, Namgrass artificial grass and the Camo Hidden Deck Fastening system. We are constantly adding products to the website and we are hoping to further the range that is available to our customers that are out of branch area.

Q.

Where is my nearest branch?

A.

You can find out where you nearest branch is by going here and entering your postcode.

Accounts
Q.

How do I sign up for an account?

A.

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 branch? Great! You can link this to a website account when registering and reep your in branch benefits, online too!

Fancy a cash or credit account? Get in touch with your local branch to request an application form.

Q.

Can I link my website account with my trade account?

A.

Absolutely! If you haven’t already registered, register here and enter your account number into the “Existing Account Number” field.

If you’ve already made a website account, don’t worry. Email sales.online@howarth-timber.co.uk and we’ll link the accounts for you.

Q.

Can I view my invoices, credits and make credit balance payments online?

A.

Firstly you need to link your website account to your trade account. Once you’ve done that, you will be able to make credit balance payments online.

We’re currently working on improvements to making payments online and viewing transactions and copy documents and hope this will be with you by June 2018.

Q.

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

A.

Please get in touch with your local branch to discuss which of our account options is best suited to you.

Miscellaneous
Q.

I can’t find the answer to my question.

A.

Please contact our online team on 0330 119 2509 or sales.online@howarth-timber.co.uk and we will try and help.

Q.

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

A.

Please contact our Customer Services team on customerservice@howarth-timber.co.uk. For further information please visit our Feedback page.

Q.

Where can I find your job vacancies?

A.

All our current job vacancies can be found on our careers page.

Q.

How do I unsubscribe from marketing?

A.

Please contact us on 0330 119 2509 or sales.online@howarth-timber.co.uk with details of where you are receiving the marketing and we will remove you from our mailing list.