Frequently asked questions

No. You can check out as a guest with just an email address. An account is worth having if you buy more than once, because it keeps your order history, addresses and any reward points together — and you can create one after you have paid.

Yes. Call either line and we will take the order and put it aside for collection. The website is there to make things easier, not to replace the counter or the phone.

Search accepts product names, SKUs, manufacturer part numbers, brands, finishes and specifications — so "satin chrome lever handle", "18V impact driver" or a part code all work. It also copes with a typo. If you still cannot find it, ask us: we may carry it across the counter even if it is not listed online.

Get in touch as soon as you can, quoting your order number. If we have not started preparing it, changing it is usually straightforward.

Call us and tell us what you actually need. If it has not been dispatched or collected we can usually sort it out there and then.

Yes. Choose Collection at checkout and pick Soho or Mayfair. We put the order together and email you when it is ready — please wait for that email before travelling.

Your order number, which starts RM- and is on your confirmation email. That is all we need to find your order at the counter.

Delivery pricing is being finalised, so the delivery option may not be available at checkout yet. Collection from either branch is available now, and you can contact us for a delivery quote in the meantime.

We will hold it for you and will not put it back on the shelf without contacting you first. If you are going to be a while, let us know so we can keep it aside.

Both. There is a switch in the bar at the top of every page: choose "inc VAT" or "ex VAT" and every price on the site follows. Your choice is remembered on your device. Retail customers usually want inclusive, trade customers exclusive.

Most of what we sell is standard-rated at 20%. The VAT on your order is shown as a separate line in your basket, at checkout and on your order confirmation.

Prices can change. If one changes after you have added something to your basket, the basket tells you clearly before you pay — we never quietly charge a different price to the one you were shown.

We do not run a published price-match scheme. If you are buying in quantity or regularly, talk to us about a trade account instead — that is where the real difference is made.

PayPal, and bank transfer. Only the payment methods the business has switched on appear at checkout, so what you see there is what is genuinely available.

Choose Bank transfer at checkout. Your order is placed and held, and we email you the payment details with a reference. Once the transfer reaches us we confirm by email and begin preparing your order. Always quote the reference — without it we cannot match the payment to your order.

No. We never see or store card details. PayPal handles the payment on its own systems, and we only receive confirmation that it succeeded.

For PayPal, when you approve the payment. For bank transfer, when you choose to send it — your order is held until then.

It means it is available for online orders. Counter stock at each branch is not published online because those counts are not maintained in this system — so if you are planning to come in for one specific thing, please call first and we will check the shelf for you.

Often, yes. Get in touch with the product name or SKU and we will tell you honestly whether we can get it and roughly when.

Because we have not collected any yet, and we would rather show nothing than invent them. When there are genuine reviews from real customers, they will appear here.

Yes, and it is worth asking. Tell us the job rather than the part — the door, the fixing, the material — and we will tell you what actually works. Call, email, or book a time with the team.

Tradespeople, contractors and businesses buying regularly. It costs nothing to apply and there is no obligation. Account pricing is agreed with you on approval rather than published as a blanket rate.

Points are recorded against your account for orders you place. The earn and redemption rates are being finalised by the business, and the rewards page and your account will show them as soon as they are set. Nothing is quoted until it is confirmed.

Any voucher issued to you, or to your account type, appears in your account under Vouchers, with what it applies to and when it expires. Enter the code in the voucher box in your basket.

Use the "Forgotten your password?" link on the sign-in page and we will email you a reset link.