FAQs

About Materials Market

How big is Materials Market’s supplier network?

Materials Market has over 1,000 active supplier branches across the UK. This extensive network helps us offer strong availability on bulky, first‑fix materials and realistic delivery lead times.

What types of products do you specialise in?

We focus on heavyside, first‑fix construction products – the core materials that form the structure of a building and are usually not visible once construction is complete. These include:

  • Insulation
  • Plasterboard & drylining
  • Timber
  • Sheet materials
  • Aggregates
  • Bricks & blocks
  • Paving
  • Fencing
  • Roofing

Who are your suppliers?

Our suppliers range from large national suppliers with many branches to small, independent local merchants who know their areas well. All suppliers are integrated into the Materials Market platform and are set up to fulfil orders.

How are orders matched to suppliers?

When you place an order, our marketplace technology matches it with suppliers based on:

  • Delivery radius – suppliers close enough to deliver to your address
  • Product range – suppliers who sell the products you need

On average, many suppliers are eligible for each order. Once an order is accepted, it is fulfilled at the price and on the delivery date you selected at checkout.

 

Delivery FAQs

How much is delivery?

Delivery charges depend on the product type and order value. Broadly:

  • Heavyside categories such as insulation, plasterboard, timber and sheet materials have tiered delivery charges with free delivery above certain basket values.
  • Smaller items such as screws and sealants typically have lower delivery thresholds and free delivery once you pass a set spend.

For a comprehensive list of all charges by category please visit https://materialsmarket.com/delivery/

What is the difference between Standard and Express Delivery?

  • Standard delivery is the default for most orders and is typically within 2 working days, depending on the product and location.
  • Express delivery (including next‑day options) is available on selected products in certain areas for an additional fee. Where available, express delivery charges replace standard delivery fees. 

You can see whether express options are available for your basket during checkout. 

When will my order be delivered?

You can select a preferred delivery date at checkout. Standard delivery is typically within 2 working days, but exact lead times vary by product and postcode. Once a supplier accepts your order, you’ll receive a confirmation email and text with the delivery details.

What areas do you deliver to?

We deliver to UK mainland, including England, Scotland and Wales. In some remote areas, particularly parts of Wales and Scotland, additional charges or longer lead times may apply.

What happens if I miss my delivery?

If nobody is available to receive the delivery during the stated delivery window, a failed delivery charge may apply. This is usually equal to the original delivery fee or a set amount (whichever is lower). Any applicable charge will be confirmed before re‑delivery is arranged.

How does delivery tracking work?

Once you’ve placed your order, we’ll keep you informed at every stage:

  • Order status page – check progress anytime
  • SMS and email alerts – updates from order placement through to delivery day
  • Direct support – contact our team on 020 7459 4574 or theteam@materialsmarket.com with any questions

Construction materials are usually delivered on larger vehicles directly from local suppliers, not through parcel carriers, so while we can’t offer to-the-minute tracking like a parcel service, you’ll always know where your order stands.

Order FAQs

What are split orders?

If your basket includes products from different delivery groups or suppliers, your order may be split into multiple orders, each fulfilled separately. If this happens, you’ll receive separate confirmations and, where applicable, separate deliveries for each part.

How can I cancel my order?

You can request a cancellation via your customer dashboard or by contacting our Customer Service team. Cancellations normally need to be made by 3pm the working day before delivery. After that point, cancellation or change fees may apply.

Product FAQs

What does “Accept Equivalent Products” mean?

Equivalent products match the key technical specifications of the product you selected but may come from a different manufacturer. At checkout you can choose whether or not to allow these equivalents. If you accept equivalents, a supplier can fulfil your order with a suitable equivalent that meets the same specification as your original choice.

Why did I receive timber with engineered finger-joints?

Longer timber lengths, especially around 6m or 7.2m, often include engineered finger‑joints. These joints are designed to be strong and stable, and are commonly used across the industry.

I need technical information about a product. Where can I find it?

Most product pages include technical specifications and, where available, datasheets or other downloads. If you need more detail, you can contact Customer Service and we’ll help you find the relevant information.

Returns & Refunds FAQs

How can I make a return?

You can request a return via your customer dashboard under the completed orders tab, or by contacting Customer Service. Once returned items are received and checked, refunds are usually processed within 14 days.

Please note:

  • Some bagged or time‑sensitive items (for example, cement, plaster, ballast and MOT) cannot be returned.
  • Collection and restocking fees may apply; these will always be confirmed before we proceed.

What if my materials are damaged or faulty?

If your materials arrive damaged or faulty:

We’ll work with the supplier to arrange a replacement or refund, depending on the situation.

What should I do if my order is incomplete?

If any items are missing from your delivery, contact Customer Service as soon as possible. We’ll:

  1. Confirm which items are missing.
  2. Liaise with the supplier.
  3. Arrange for the missing items to be delivered.

Payment & Invoice FAQs

What payment options do you accept?

We accept a range of payment methods, including Visa, Mastercard, American Express, Apple Pay, Google Pay, PayPal, Klarna and Clearpay. Available options may vary slightly over time and by device.

How can I get a VAT invoice?

VAT invoices are emailed to you after delivery and are also available under the Completed orders tab in your customer dashboard.

General FAQs

I can’t find a product on your website. Can you help?

Yes. If you can’t find what you’re looking for, contact Customer Service with details of the product or project. We’ll check with our supplier network and let you know if we can source it.

If you have a question that isn’t covered here, please get in touch with our team and we’ll be happy to help.

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