Terms and conditions
Ordering and delivery
Delivery charges apply. Delivery charges and
availability may vary in Northern Ireland and
offshore stores for some products marked for
home delivery. Some items may only be available
for collection from store and some items may
not be available to purchase online. You will be
advised at the time of placing your order.
Order type† Delivery charge
Standard
£5, free over £50
Large
£10, free over £250
Bulk
£30, free over £350
(minimum order value £100)
†Charges refer to the value of goods being
delivered and exclude services. Delivery
charges are correct at time of going to print
and may be subject to change.
Standard: For products that are suitable for our
parcel and one person delivery service.
Large: For products that are large, heavy
or fragile that require extra care or a two
person delivery.
Bulk: Selected items available for bulk delivery
only. Find out more on our bulk delivery page at
diy.com/diy/bulk-delivery, call us on 0300 303
4481 or speak to a member of staff in store.
Ordering and delivery FAQs
Will all of my home delivered items
arrive together?
You can select the same delivery date for several
products at the checkout on diy.com. However,
items delivered by different partners may arrive
separately and at different times.
Do you deliver to my address?
We're currently unable to deliver online orders to
the Republic of Ireland, Jersey, Guernsey, Isles
of Scilly, Scottish Islands (including Isle of Skye,
Isle of Arran, Isle of Colonsay, Isle of Cumbrae,
Isle of Jura, Isle of Coll, Isle of Eigg, Isle of Rhum,
Isle of Canna), Orkney Islands, Outer Hebrides
and bfpo addresses.
Bulk products will be delivered to the kerbside
outside of your address. You’ll be advised at
the checkout if this is the case, and you’ll be
responsible for moving these items onto your
property.
Can B&Q let me know the time of my delivery?
Some of our delivery partners may contact you
in advance by phone or by text message and may
let you know either an estimated arrival time or
confirm an am/pm delivery slot. If this applies
to your order, we’ll let you know before you
checkout and in your confirmation email.
When will my home delivery order arrive?
For the majority of products on diy.com, we’ll
either be able to let you know, or let you choose,
a delivery date before you checkout. For all other
products, we’ll let you know that we’ll be in touch by
phone or text message to arrange a delivery date.
Deliveries may be made between 8am and 6pm.
What is bulk delivery?
Our bulk delivery service allows you to order
big and bulky items, including aggregates,
decking and paving, for delivery to home or site.
Find out more on our bulk delivery page at
diy.com/diy/bulk-delivery, call us on 0300 303
4481 or speak to a member of staff in store.
I want to order less than £100 worth of
bulk delivered products. What can I do?
We’re only able to offer bulk delivery on orders
over £100 you may add a combination of several
bulk delivered products with a total value of £100
or more to your basket to reach this total.
Returns policy
Please keep your receipt for anything you buy
from us. It'll ensure we can help you if you need to
bring something back.
Can I talk to someone about my bulk
delivery order?
Our bulk delivery team can help you with any
questions. Call us on 0300 303 4481.
Lines are open Monday to Saturday 8am to 8pm
and Sundays 10am to 4pm. Calls are charged at
a national rate.
When can I collect my Click + Collect order?
If you order before 7pm Monday to Friday or
4pm Saturday and Sunday, your Click + Collect
order will be available from 1pm the next day in
your chosen store.
Please note that we have some stores where
your order will take two days to be ready and
can then be collected after 6pm (this includes
stores in Northern Ireland and on the Isle of Man,
please see www.diy.com/click-collect for the
full list).
Find out more about when your order will be
ready for collection on our Click + Collect page
on diy.com/click-collect
If you don’t collect your order straight away,
we’ll hold it in store for you for 7 days. If it’s not
been collected after 7 days, one of our team will
be in contact with you.
Where do I collect my Click + Collect
order from?
Your Click + Collect order will be available at the
Click + Collect point in your chosen store. Look
for the Click + Collect signs in the checkout area.
About our products
All products are subject to availability.
All prices are correct at time of going to press
and maybe subject to change. Whilst we try to
ensure accurate colour representation, please
be aware that the photographic process may
sometimes alter colours. Some items in our
photographs are included for display purposes
and are not necessarily intended to be installed
as shown with regard to proximity. Please refer
to the instructions supplied with your product
before installation. A summary of this price
guide is available in Braille, large print or on
audio cassette. Please ask at your local store
for more details.
If you return a product unused, with the original
receipt within 45 days of purchase (or delivery
where applicable) we'll exchange the product or
issue a refund based on the original method of
payment. For purchases made by debit/credit
card, the same card must be used to process
the refund. B&Q customer sales forms are an
acceptable form of receipt.
Products that have been cut, made to measure or
mixed to your requirements cannot be exchanged
or refunded.
Your consumer rights are not affected.
If the product you purchase is faulty, or not
as described, we may offer an exchange, refund
or repair as appropriate, in accordance with your
consumer rights.
You can return your items by:
In the first instance, return via home delivery
or www.diy.com
Contact us on 0333 014 3357.
Lines are open 8am-8pm Monday to
Saturday and 10am-4pm Sunday.
Email us at
[email protected]
Write to us at B&Q Customer Services Centre,
North Avenue, Clydebank, West Dunbartonshire,
G81 2NT.
Alternatively, return the product to your
local B&Q store.
You'll need to take the product, your receipt/sales
advice and the debit/credit card you used for
payment with you.
Contacts
If you would like to leave feedback about your
experience in our stores please let us know.
Email us
You can contact us using our customer
support form.
Call or write to us
Finance
At B&Q we have a number of different finance
options to suit your needs which could help you
fund your purchase.
For questions relating to orders placed for
home delivery, please call our dedicated line on
0333 014 3357.
To see how our finance products could make
your dream project more affordable, just visit
your local store and ask a member of staff for
details or visit diy.com/finance.
Monday-Saturday 8am-8pm, Sunday 10am-4pm.
For general enquiries call 0333 014 3098.
Monday-Friday 8am-8pm, Saturday 8am-5pm,
Sunday 10am-4pm.
Interest free credit – 0% APR representative – 6
Or write to us at B&Q Customer Services Centre,
months interest free credit available when you
North Avenue, Clydebank, West Dunbartonshire,
spend £500 on an outdoor project. Buy now pay 12
G81 2NT.
months later – 8.9% APR representative – Minimum
Registered office: B&Q Limited, Chestnut Avenue,
spend £500. Settle in full within 12 months and pay no
Chandlers Ford, Hampshire SO53 3LE
interest or spread the cost over 36 months. Credit
subject to status. We reserve the right to remove this
offer at any time. B&Q Limited acts as a credit broker,
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The UK’s Waste Electrical and Electronic
Equipment (WEEE) regulation aims to ensure the
waste of electrical and electronic equipment is
disposed of in an environmentally friendly way.
You can take back any unwanted small electrical
products, or if you’ve purchased a larger, likefor-like product from us, to a B&Q store free of
charge. Where you’ve purchased a large like-forlike electrical product from us within 28 days, we
can collect it for a fee per item by calling 0333
014 3529. Visit diy.com for more details.
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