Frequently Asked Questions

Here you will find answers to your frequently asked questions. We hope that your questions have been answered. If you have any further queries, then please contact us. We set ourselves high standard's and take pride in delivering great customer service.

Ordering

Q: Do I need to create an account before placing an order?

A: "You are welcome to place an order without creating an account. There are additional benefits when creating an account, which you can join at any time."

Q: I have an account. What happens if I forget my password?

A: "We will send you a new password. All we will require is the email address that you used to place your order."

Q: Can I track my order?

A:"Account customers can check their order status. We recommend that you contact us if you require additional information."

Deliveries

Q: Why don't you offer a delivery service to the Scottish Highlands, Ireland of Islands?

A: The bulky nature and heavy size of many items on our website, means that we pay higher delivery charges than many other on-line stores. To offer a free/low cost delivery service to the vast majority of our clients, we have had to exclude our delivery service to postcodes where delivery costs are prohibitive.

Q: What will happen if I live in an excluded area, and place an order?

A: One of our customer advisors will contact you to advise that your order has been cancelled. An immediate refund will be made.

Q:How long will it take to deliver my order?

A:"We offer a number of delivery options. Select your choice when completing your order."

Q:What happens if my delivery does not arrive on time?

A:"We take pride in delivering your order on time. If you are experiencing problems then please contact us. We will resolve any issues at the earliest opportunity and to your full satisfaction."

Q:Will my order be delivered if it is not signed for?

A:"We require a signature on all of our orders. This ensures that your order is not lost on it's way to you. If our delivery time is not convenient, then we can reschedule. Please contact us and let us know if any changes are required."

Q:What do I do if my order is received incomplete, or a product is damaged?

A:"Our aim is for your delivery to be complete and in excellent condition. Your order will need to be checked at point of delivery and any damages/missing items reported to the driver and recorded when signing for your order. Any damages/missing items will need to be reported to us within 24 hours of receiving the delivery. Failure to report any damaged/missing items may result in an unsuccessfull claim for replacements."

Q:What do I do if I have restricted access?

A:"Prior notification of any possible access issues including weight limits and parking restrictions will enable us to schedule the right type of vehicle for your delivery."

Q:Do you deliver to Northern Ireland or the Highlands of Scotland?

A:"We're sorry. Due to the bulky nature of most products on our website, we're currently unable to deliver to Ireland, the Highlands or Islands of the UK."

Pricing

Q:Do your prices include vat?

A:"Prices quoted include VAT. The vat amount will appear on a seperate line of your order confirmation and on your invoice."

Payment

Q:How do I pay for my order?

A:"We accept a wide range of payment methods including Debit Cards, Credit Cards and PAYPAL. Most major credit cards are accepted."

Q:How secure are my payment details?

A:"We use a https (Hypertext Transfer Protocol Secure) payment portal. This provides a secure payment transfer from our site. All of your details are kept secure and confidential."

Contacts

Q:How much will it cost to call your office?

A:"We use a national landline number, so premium rates do not apply. Calls from mobile phones may incur a higher charge. For a totally free service, contact us via email." 

Copyright 2016 Ashbrook Roofing and Supplies Ltd. (Harrison Way, Matlock, Derbyshire, DE4 2LF) Company Registration Number: 4549398 | VAT Number: 419721937 | Telephone: 01629 828 500 | Email: sales@ashbrookroofing.co.uk