Providing great service to our customers is important to us so if you have a query or need some help, please view the relevant topic below, as we aim to make your online experience as easy as possible.

If you still cannot find the information you require, please contact your local depot, where a member of our team will be happy to assist. You can easily find details for your local depot by visiting our Contact Us page.

My Order

Will I receive an order confirmation email?

Order confirmations are sent shortly after your online order has been submitted to the registered email on your account.

Can I make changes to my order?

If it's still early in the order process, please contact your local depot, or alternatively you can call the centralised Sales team on 0113 277 8600 to find out if we can edit your order. You can always place a second order for any additional items you want.

Can I track my order?

We aim to deliver standard stock items the next available working day, however you can monitor your order’s status by visiting Purchases in the MY ACCOUNT section and then select Purchase History.

Is there a minimum order value?

We currently do not enforce a minimum order value on trade customers’ orders.

How do I cancel an order?

You can cancel an order immediately after it's placed and providing the order isn't too far along in the process.

To cancel your order, please contact your local depot, or alternatively you can call the centralised Sales team on 0113 277 8600 and they will endeavour to assist.

My order is missing an item

Please contact your local depot with both the product code and order number. Our team will endeavour to resolve this expediently.

Delivery

Where do you deliver to?

We deliver anywhere in the mainland UK and to the Isle of Man.

When will my order be delivered?

We aim to deliver standard stock items the next working day wherever possible. However, for special orders, or outer-lying regions, this will take longer.

Can I specify a delivery date for my order?

Yes. To assist with your planning for upcoming projects, you can select a specific ‘future’ date when you would like your order delivering to site. Please note: we do not deliver on weekends or bank holidays.

Can I specify a different delivery address to my business address?

Yes. Wherever your project is, we will deliver your goods direct to site.

What if I'm not in to receive my delivery?

All deliveries will need a signature, so please ensure you select a delivery date when someone will be available to accept your order.

How much is delivery?

Currently our delivery service is free for trade customers.

How much is delivery?

Currently our delivery service is free for trade customers.

How do I track my order?

You can check the progress of your order in the ‘My Account’ section on our website, select ‘Purchases’ and ‘Purchase History’ and view your latest purchases.

Unfortunately, we are not able to provide delivery time slots, although wherever possible, we do endeavour to get all orders delivered to site as early as possible.

Can I change the delivery address on my order?

Once you have placed your order, you will not be able to change the delivery address online. It is possible to amend the delivery details prior to the delivery date by contacting your local depot.

What if something goes wrong with my delivery?

Please contact your local depot with both your company name and order number. Our team will endeavour to resolve this expediently.

What if something goes wrong with my delivery?

Please contact your local depot with both your company name and order number. Our team will endeavour to resolve this expediently.

Click & Collect

How does click & collect work?

Essentially, Click & Collect allows you to ‘click’ and buy online, then ‘collect’ at a depot, by picking up your items rather than having them delivered.

What is a selected depot, and can I select another depot?

The selected depot is pre-set based on your account details, which will be saved as your default depot for all collections. If you wish to collect from a different location, for each item, once you have selected ‘Pick up in depot’, click on the drop-down option displaying your local depot. You will then have the option to CHANGE DEPOT.

I placed an order for collection, but now want to cancel it.

If you want to cancel your order in part or full, simply contact your local depot and they will endeavour to speedily assist you.

Can I place a collection and delivery in one order?

Yes, you can split your order by collection and delivery. Your standard billing terms apply.

What happens if I don't collect my order?

After 24 hours of holding your goods, the depot will contact you to confirm you are still collecting them. If the goods are not collected within 5 working days, then we will cancel the order.

Are all items available for immediate collection?

If an item is currently not available at your local depot, you will see the following message displayed; Not available for collection today. This means that the item you require is not available at this moment in time, although you can view availability across our network by simply selecting change depot and following the instructions. Alternatively, feel free to contact your local depot to find out when this product will next be available locally.

What do I need to bring with me?

When collecting your order, please head straight to the Trade Counter and present your confirmation email and order reference. Please be aware we may need to see a valid form of ID such as: driving licence, proof of business or work photo ID card.

What time are your depots open?

Our depots are open from 7.30am to 5pm Monday to Thursday, 7.30am to 4.30pm Friday, and 8:00am to 12:00 noon on Saturday. Please note, our depots are closed on Bank Holidays.

Returns

What is your returns policy?

You can find our full returns policy by clicking on this link: www.nbp.co.uk/returns-policy

One of my items is faulty

Although we always endeavour to supply the premium materials from the best manufacturers, we appreciate that from time to time, a faulty item can slip through our quality control processes. Please contact your local depot and they will endeavour to speedily assist you.

How do I return an item?

In your ‘My Account’ section, go to Billing, and then Invoices, before selecting the invoice containing the item(s) you wish to return. You can then Request Return’, at which point you can select which items from your invoice you want to return, the reason for their return, add any comments, and then process. We will then endeavour to action this as speedily as possible.

Alternatively, you can also contact your local depot for assistance.

How do I return an item that was delivered direct from your supplier?

In the first instance, please contact your local depot and they will endeavour to speedily assist you. You can also review our returns policy regarding ‘special orders’ here: www.nbp.co.uk/returns-policy

Can I return an item to a depot even if I didn't buy it from that depot?

Yes. We are happy to accept items regardless of which depot you purchased them from, just as long as you have the necessary paperwork and the item(s) are in an acceptable condition.

I purchased a full pack and have only used some of the items.

If you have been invoiced for one pack containing multiple items, unfortunately we cannot accept partial returns.

How long will it take to receive my refund?

Unless instructed otherwise, a credit will be added to your account. If you request a refund, once the goods have been returned and inspected, a refund will be issued, which can take between 3-5 working days dependant on your card provider.

My Account

I'm having problems signing in.

If you are having problems logging in and you are certain of using the correct username and password, please click 'Forgot password' on the Login page.

If there is an account matching the email address you provided, you will be emailed a link to reset your password. Once you have signed in, you can also change your password at any time by going to My Account, select Settings, and then click Update Your Password.

Why do I have to input my login details so regularly?

For security purposes, if you have been inactive on your device for several minutes, you will be required to log back in when you next visit. This is by design to keep your account safe and secure, but don’t worry, anything you have saved in your basket will still be there when you are ready.

How can I view quotes that NBP have sent me?

In the ‘My Account’ area, go to Purchases and then select Quotes. Here you will find any quote you have received from speaking to your local depot. From the list, you can enter the quote and review.

What is the project lists feature?

Project Lists allows you to create a list of materials you will need for any project and then come back and order them at a later time. For more details, please visit the section entitled ‘Project Lists’.

How do I edit my saved addresses?

In the ‘My Account’ area, go to Settings and then select Address Book. Here you can edit all saved addresses as well as delete them or add new ones.

How do I reset my password?

In the ‘My Account’ area, go to Settings and then select Update Your Password. You will need to know your current password in order to do this.

Project List

How do I add an item to my Project List?

When you have selected your product, and you will presented with an option to add to add to your project list. You can then add the item to an existing project list or simply create a new list.

Where can I find my project lists?

To view your saved list, go to ‘My Account’, where you will have the option to view all your saved lists.

Can I add multiple items?

Yes, whenever you go into an item, you can add it to your preferred project list, building up a complete set of items for future projects.

Can I add related items?

When you click into a product, you will see the related items listed underneath. If you go into the item you require, you can then add to your preferred project list. And then if you want to add more related items, simply het the ‘back’ button, and then select the next related item, and repeat.

How do I convert my project to an order?

There are two ways you can do this. You can go into your required project list. Here you will be presented with a choice of functions. You can edit the quantity you require, and you can also move items across to another project list.

To convert your project into an order, select all the items you require and then add to basket. From here you simply follow the same process as you would with any order, so you can add further items, or proceed to the checkout.

Alternatively, you can select ‘all my lists’, and from here, you can add an entire list directly into your basket.

How do I remove a project list?

In ‘My Account’, go to Project Lists and select All my lists. Here if you select the drop-down arrow next to ‘edit list’, you will then be able to select, delete list.

Am I able to rename a project list?

Yes. In ‘My Account’, go to Project Lists and select All my lists. If you select ‘edit list’, you can then rename your list as well as add comments for future reference.

Other Features

Quick Order.

Quick Order allows you to speedily add items to your basket if you already know the product SKU.

Related item’s function.

When you click into a product, you will see the related items listed underneath. In most instances, these will be the same style, colour and by the same manufacturer. Here you can speedily add all the necessary related items, choose quantities, without having to change your screen.

Converting a quote into an order.

In the ‘My Account’ area, go to Purchases and then select Quotes. Here you will find any quote you have received from speaking to your local depot. From the list, you can enter the quote you want, and then select PLACE ORDER.

Finding technical information on a product.

You can find technical specifications and data sheets within the individual product descriptions. If you cannot see the information you are looking for, please contact your local depot.

I cannot find an item on your website.

In some instances, due to the bespoke nature of a product, it may not be available for online ordering. If you cannot find what you want displayed online, please contact your local depot for further assistance.

Payment

How do I pay for my order?

There are two customer account types available. If you have qualified for a trade ‘credit’ account, and your account is within terms, then you can select invoice during the checkout process.

If you have a trade ‘cash’ account, then you will automatically be prompted to make a card payment using our Windcave, our secure payment provider.

I have a trade credit account, so can I pay for my order?

During the checkout process, select other, where you will be able to select our payment provider and then follow the payment steps when prompted.

Is NBP secure & safe?

We are committed to providing the safest and secure online experience.

We use Windcave secure server technology that implements Secure Socket Layering (SSL) to protect your details and assist your shopping experience. SSL is the industry standard for encryption and enables millions of secure online transactions everyday.

Who are Windcave?

Windcave is a global leader in payment technology, facilitating seamless ecommerce transactions for customers around the world. Windcave is certified with all the major credit card schemes and PCI DSS compliant, providing end-to-end payment solutions, ensuring your transactions are safe, smooth and secure.

What is 3DS?

3D security protocol adds an additional level of payment protection to an online transaction. In order to complete an online purchase, the cardholder is asked to provide proof of identity by entering a unique password, an SMS code or a temporary PIN.

What payment methods do you accept?

We currently accept Debit, Visa & Mastercard.