FAQs

• Accounts & Ways to Trade

  Do you only supply to trade customers?

  No, anyone can purchase products from us and there is no minimum order.

  We are able to fulfill orders for one length or sheet, right through to full loads of timber products, and have an extremely wide customer base ranging from the DIY enthusiast, to major contractors and merchants.

  Do you offer cash and credit accounts?

  Yes, both options are available. This is typically for customers purchasing on a regular basis and our sales team can provide further details.

  Account Application Form – Cash

  Account Application Form – Credit

  How do I view my invoices?

  For cash purchases (including cash accounts) your invoice will arrive with your product. For credit purchases via a credit account, your invoice will follow shortly after your purchase to your nominated email address.

  If you require further information, please do get in touch via accounts@robbins.co.uk.

  How do I pay my invoices on my Credit Account?

  • Bank transfer (account details are printed on both invoices and statements).
  • By Debit/Credit card (in depot or by calling +44(0)117 9633 136 and pressing 2 for accounts.

• Collections

  Do you offer a collection service?

  Yes, all of our products, off the shelf or machined to order, are available for collection from the Customer Service Area within our Bristol depot.

  How will I know my order is ready for collection?

  On placing your order our sales team will give you a target collection date. When your order is picked and/or machined our Trade Counter team will call to confirm it is ready.

  What if I’m collecting on behalf of someone else?

  You can collect on behalf of someone else, but we request that the customer who placed the order lets us know beforehand and that you arrive with a copy of the order confirmation.

  How long will you hold my order?

  After holding your goods for 5 working days, the Trade Counter team will get in touch to confirm you do intend to collect. After 1 month of holding the goods we will return them to stock.

  Can I place an order for part collection / part delivery?

  Yes, orders can be split between collection and delivery. An order for the whole will be placed and we will manage the rest.

  Can I place an order for part off the shelf/part machined?

  Yes, the lead times will more than likely be different, but you can collect off the shelf goods promptly and then return to collect a machined product.

• Contact

  What are your opening hours?

  Our opening hours can be viewed via our Contact page.

  I can’t find the answer to my question. What do I do?

  Please do get in touch via our My Enquiry form.

• Credits & Returns

  Do you accept returned goods?

  Yes, on the assumption that any product returned is a stock item and not damaged we are happy to accept returned goods and provide a refund. Goods can be returned direct to depot via our Customer Service Area, or we can arrange a collection. We do reserve the right to charge a re-stocking charge.

  If you have purchased a machined/cut to size product, which is not part of our stock range, we will be unable to accept a return and provide a refund.

• Deliveries

  Do you offer a delivery service?

  Yes, we have a fleet of 6 HGV vehicles on the road daily. We also work closely with various third party couriers, so we can get your goods to you wherever you are.

  Do you deliver at weekends?

  We operate Monday to Friday only, so cannot offer a weekend delivery service.

  Are there limitations on access due to size of vehicle? 

  We operate a range of HGVs ranging from a slimline 7.5T through to 18.5T. We can therefore access most locations. If access is still prohibitive we will work together to find a sensible solution.

  If you think access may be difficult, please do let us know.

  Do you require someone on site to accept delivery?

  We operate curtain sided HGVs, which is necessary to protect much of our product range from the elements and maintain quality. We cannot therefore offer a HIAB/Crane offload.

  All deliveries are offloaded by our drivers. Assistance required on site depends on the weight and the quantity of the product, but is often useful to ensure a speedy delivery.

  We can deliver without anyone on site, but require detailed instructions on where to offload the product.

  If using a third party courier, we can pass any specific delivery instructions to them.

  How much do you charge for delivery via your own fleet?

  Our delivery charges depend on which type of customer you are and where you are.

  As a guide, order values under £150 + VAT will be £15 + VAT for local Bristol postcodes and £25 + VAT up to 30 miles from Bristol. Deliveries further afield will be priced on a case by case basis.

  All order values over £150 + VAT and all deliveries for account customers are free of charge.

  How much do you charge for delivery via a courier?

  Third party courier charges are determined by weight, and calculated on a case by case basis.

  Do you export?

  Yes, we frequently sell our products overseas. The pricing is dealt with on a case by case basis, so please do ask our sales team for a quote if this applies to you.

• Products & Services

  Can I purchase products from your website?

  We are not currently offering an online purchasing option. To request a quote, or to get in touch, please use the My Enquiry form,

  Can I check if you have a specific product in stock?

  Our sales team have access to real time stock information and will be very happy to provide information required.

  Do you offer technical information and/or datasheets for specific products?

  Yes, where it is available you will find datasheets alongside product descriptions on our website. If you cannot find what you require please let us know.

  Do you offer product samples?

  Yes, we are very happy to offer small samples if required. Our sales team can arrange this for you.

• Quoting

  How do I request a quote?

  To request a quote please do get in touch via our My Enquiry form.

  Do you offer discounts and price breaks?

  Yes, we apply discounts and price breaks if applicable to ensure our products are priced competitively.

  No job is the same so please do send your product / cutting list and our sales team will price accordingly.

  Machining jobs are priced on a case by case basis, but the same principle applies.

  Can I have set prices for certain products?

  Yes, for regular customers with a cash or credit account we can provide set prices and create price schedules.

  Do you have a Retail Price Guide?

  Yes, our Retail Price Guide is available on this website and is continually updated to ensure accurate pricing. It offers a useful guide for smaller quantities, but discounts will apply for larger orders.