Frequently Asked Questions
General Information
Who are we?
Parker Building Supplies are your local builders merchants, offering Sussex and Kent a wide range of construction materials serving both professional tradespeople and DIY enthusiasts alike. We also have specialist Tool Hire branches for you to hire any of the equipment you may need for your job.
What products do you sell?
We offer a wide selection of products such as timber, bricks, cement, roofing, and landscaping materials. Check out our website for current stock and new arrivals.
Do you only supply to the Trade?
No, we are open to both Trades and DIY enthusiasts, however we can help with your project we will!
Ordering & Payment
How do I place an order online?
Explore our website to find the products for your job, add them to your basket and proceed to checkout, where you can select to Click & Collect or for your order to be delivered.
For Click & Collect, provide your information and choose a branch for collection during our secure payment process. Then wait for your ‘order is ready to collect’ email before visiting the branch.
For delivery, make sure you’ve added your postcode when prompted to make sure we deliver to your area, add your delivery information and proceed through the secure payment. Please ensure you add any important information on the notes section if there are any restrictions or delivery access issues so our drivers are aware.
If you have a Trade Account, make sure you’re signed in to access customised pricing, view your order history, and download invoices.
Can I amend or cancel my order?
If you wish to amend or cancel an order, please speak to your local branch as soon as possible. You should be able to find contact details on your confirmation email. Orders can only be changed or cancelled before they are ready for collection or by 1pm the day before your scheduled delivery.
What payment methods do you accept?
We accept all major credit and debit cards, including Visa, Mastercard, Maestro, and American Express. You may also pay using your account.
Why can’t I see my trade prices?
If you have a Trade Account with us already, all you need to do is link it to our web portal and you will be able to view your personalised pricing for our online range.
To link your account please click here.
If you don’t yet have an account and would like one, take a look at your options here.
Delivery & Collection
Do you deliver?
Yes, our branches deliver to their local areas, usually within 48hours of placing the order (depending on the contents and quantity of the order). Click here to find out more about our delivery.
Can I collect my order?
Yes, you can collect your order from our branch. Please select the ‘Click & Collect’ option at checkout, choose your preferred branch and wait for confirmation before collecting.
How long do I have to wait before I can collect?
Your collection will be ready on the same day as you place your order, when ordered before 3pm. If ordered after 3pm, then collection will be the next working day. Many of our branches will have your order ready within 2 hours of placing your online order. Please wait for your confirmation email or notification from the branch before going to collect your order. To find out more about our Click & Collect, click here.
Do you charge for Click & Collect?
No, there is no charge for collection orders.
Can I collect on behalf of someone else?
If collecting on behalf of someone else, you must have the following with you for us to release the goods:
- Order confirmation email
- Valid form of photo ID
If the branch feel necessary, they will contact the customer who placed the order to confirm they’re happy for the goods to be released.
Returns & Refunds
What is your returns policy?
You will need to notify us if you want to return your order within 14 days or receiving your order, where you then have another 14 days to return the items back to us in an unused condition and in original packaging. Please see our Returns page for further instructions.
How do I return an item?
Contact your local branch to let them know and they will give you all the details you need.
When will I receive my refund?
Refunds are processed within 14 working days after receiving your returned item. The funds will be credited to your original payment method.
Account & Support
Do you offer trade accounts or discounts?
Yes, we offer trade cash accounts and trade credit accounts for our customers. Please see here for more information.
Do I need an account to order?
No, you can check out as a guest. However, creating an account allows you to view your trade prices, view order history, save addresses, and manage your account online.Create an account here.
I already have an account, how can I use it online?
We are so glad you’re already part of the Parker’s family. It is so easy to link your account, just fill in the details here and click to connect. For extra help take a look at our simple guide.
I’ve forgotten my login details or password.
You can reset your password here.
If you have any issues, please contact customer support using the details here.
How can I find my invoices and statements?
If you link your trade account to our website, you will be able to manage your account online, including viewing invoices, statements and order history. Log in here.
Don’t have an account with us yet? Check out your options here.
If there are invoices or statements missing from your online account, please contact us here and let us know what is missing so we can resolve this for you.
Can I pay my account online?
Yes you can! Make sure you’ve linked your trade account to our web portal and then you can log in and manage your account online.
Need more help with your account?
It is best to speak to your local branch about your account as they will be able to help and answer any questions or change your details. Alternatively, use our customer support contact forms.
How do I contact customer service?
Please visit our customer support area for help, advice and contact details.
How do I make a complaint?
We are sorry if your experience hasn’t met your expectations. We stride to delvier the best customer service possible, so in the first instance please speak to your local branch to raise your concerns as they are best placed to help.
If your local branch aren’t able to help resolve your issue, please contact us using our contact form.
Other Questions
Can I get advice for my project?
Absolutely! Our knowledgeable staff are happy to offer advice on product selection, quantities, and techniques. Get in touch with your local branch for help.
I can’t find what I need on your website, how do I request a quote for some products?
To request a quote for products, please use our form here or speak to your local branch.
Do you offer installation services?
We do not currently offer installation services.
Is my personal information safe?
We take data protection seriously and adhere to all relevant privacy laws. Your details are stored securely and never shared with third parties without your consent. View our policy here.
What job vacancies do you have?
Check out our current job vacancies here.
You can also take a look at other vacancies with Independent Builders Merchant Group here.
Still Need Help?
If you have a question we haven't answered, please contact us and we will be happy to help.