Frequently Asked Questions

Delivery Information

1. Can I specify a delivery date?
Because all orders vary in size and product, we aim to deliver stock items within 5 working days, however please see individual product for details. Upon receipt of your order you will be contacted by one of our branches to discuss a mutually agreeable delivery date.
2. How much do you charge for delivery? Is there a minimum order value?
There is a standard delivery charge of £20+VAT on online orders under £100 excl VAT. For orders between £100-150 excl VAT there is a reduced delivery charge of £10+VAT. Orders over £150 excl VAT are free of charge*. However, some products incur an additional delivery charge at checkout. This is because some of our suppliers who may deliver to you direct, charge a fee. *See our Delivery Information page for more details.
3. How will I know which branch will deliver my order?
Once you have placed an order online, the order will be received and forwarded to the branch that will process your order and deliver your goods. You will receive an email from Head Office stating which branch is processing your order, and the branch will also contact you shortly after processing to arrange delivery.
4. Can I collect from a branch?
Yes. You can use our click and collect service online. At checkout you can select the option to collect at your chosen branch. We aim to have your items ready for when you arrive if a stocked item. Your chosen branch will contact you to arrange collection.
5. How long will delivery take?
Stock products at Alsford branches are delivered to local postcodes Mon-Sat, excluding bank holidays. Please look at the product pages to see each products delivery time. Click and Collect items we aim to have available for collection when you arrive.
6. Will the delivery driver carry my goods inside or onto my property?
All orders for delivery will be delivered to curb side only unless otherwise arranged with the delivery branch.
7. Do I need to sign for my delivery?
All deliveries need to be signed for unless otherwise arranged with the delivery branch.

Product/Online Order Enquiries

7. Can I order over the phone?
Yes, please contact your local branch and they will take payment over the phone.
8. Can I amend my order once it has been placed online?
Yes, once you have received your confirmation email stating which of our branches will deliver your goods; you can contact the branch to amend your order.
9. What is click and collect?
Alsford Click and Collect service offers all the benefits of shopping online with the added convenience of picking up your order on a day and at a time that suits you. We aim to have items ready for collection why you arive,  however if we need to order items in this may take longer. Your chosen branch will contact you to confirm collection once they have received your order.
10. I am looking for something on your website and I can’t find it. Can you help me?
We are continuously updating our range of products we offer on our website. If you cannot find something online please contact your local branch and they will be happy to help you find what you’re looking for. Alternatively you can stop by your local branch to speak to an expert.
11. How can I check products stock availability?
You can check stock availability through the product page.
12. How do I place an order?
To place an order online, add your order to your basket and opt to checkout as a guest or register with Alsford. At checkout you can choose to collect your order at a branch of your convenience or request delivery. Once you have placed your order, your collection branch or delivery branch will contact you to let you know if your order is ready for collection, or arrange for a delivery date and time. If you wish to order over the phone please contact your local branch.
13. If I have a question regarding a product before I order, who can I contact?
Please contact your local branch to speak to one of our sales team or call our head office on 01322 344363.
14. Which cards do you accept?
Our payments are processed by Sagepay. We accept all major credit and debit cards; MasterCard, Visa, Maestro and Solo.
15. If applicable, do your products come assembled?
Unless stated in the product description, the majority of products do not come assembled.


16. Will the prices I am sent be fixed prices?
We honour price quotes for 30 days.
17. How do I get a quote?
For Trade price quotes please email us your enquiry to – [email protected]
18. Do you offer a Trade Discount?
Trade discounts are available for volume orders or repeat business, please contact your local branch.
19. Do the online prices include VAT?
All online prices are including vat.


20. Can you provide me with a product sample?
We can offer samples of Trex composite decking. To request a sample please email enquiries with your sample request, address and contact number.
21. Do you offer a timber cutting service?
All of our branches are equipped to cut sheet materials to size at your request. For Timber cutting enquiries please contact your local branch.
22. Do you sell sustainable building materials?
At Alsford we have a fundamental commitment to ensuring that all timber based products traded through our business are responsibly sourced. View our environmental policy. Alsford Timber Ltd is a member of the Timber Trade Federation and is recognised as a responsible purchaser.
23. Do you have a loyalty scheme?
At present we do not have a loyalty scheme. However, if you wish to open a Trade credit account please click here.


24. Do you only supply to Trade? Do I need to have an account to buy with you?
No. Alsford supplies to both DIY and Trade and you do not need to have an account with us to buy. However, we do recommend creating an account with us to receive a faster payment process, order history and to remain up to date on our seasonal offers.
25. I have an account with you. Can I view my balance, pay my bill and reprint my invoices online?
Login or request access to your personalised trade portal.


26. What are your opening hours?
Our opening hours are branch specific, use the branch locator to find your nearest branch opening hours.
27. If you would like to make a complaint please email us [email protected]
28. Can’t find the answer to your question? - Please contact your local branch.


29. Can I return an item or cancel a delivery?
Hopefully you will not need to return an item but should the need arise it is our aim to make the process as smooth as possible for you. By referring to our Returns Policy you should find the answer to all relevant questions, your Statutory rights are not affected by this guidance.


30. What are your environmental policies?
At Alsford we have a fundamental commitment to ensuring that all timber-based products traded through our business are responsibly sourced. Find out more by viewing our Environmental Policy.