FAQ

Call & Collect

When will my order be ready to collect?

Once you've placed an order before 2pm, and the products are in stock, the branch will contact you to confirm a same day collection slot. Orders placed after this time will be available next working day. If products are not in stock this may take up to 3-5 working days.

What do I do once I have submitted my order?

We will email you to confirm your order has been placed and then the branch will contact you to confirm a collection slot.

When collecting your order, please follow the guidelines that the branch has in place - you will be advised of this ahead of time. You must bring the following when collecting your items:

  • Your order confirmation email, printed or on your phone
  • A valid form of ID, for example: driving license, passport, debit or credit card, or work photo ID card.

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

You can collect on behalf of someone else, but must have the following with you:

  • The order confirmation email, printed or on your phone, which has been forwarded from the customer who placed the order
  • A valid form of ID, for example: driving license or passport

If you do not have the appropriate ID, then we will contact the customer who placed the order to confirm they are happy for the goods to be released.

How long will you hold my order?

After 24 hours of holding your goods, the branch will contact you to confirm you are still collecting them. If the goods are not collected within 5 working days, we will then cancel your order.

Can I place a collection and a delivery in one order?

Yes. You can split your order by collection and delivery. We will take payment for the whole order which will include any delivery charges.

Can I place a collection order over two or more branches?

Yes. If your entire order is not available from one branch, you can split your order by 2 or more branches. We will take payment for the whole order, and you will receive confirmation of when you order is available from the branches you have selected to collect from.

Pricing

How can I get a quote?

To create your quote request, Log in to your account, simply find the products you're looking for on our website and click 'Add to Quote List' for each one.

When you've added all the products, click on 'Quote List' and then follow instructions on the screen to get your quote.

You can also request quotes in person by calling into your local branch or by phone.

I'm going to start a building project - do you offer bulk deal prices?

We may be able to offer you a bulk deal price, depending on the materials you require.

Please contact your local branch about your building project, or provide a brief description of the project's nature in the 'Additional Information' section when you request a quote online.

Can I pay off my invoices electronically?

Yes, you can now pay off your invoices online. Just log in or register for an account with us.

Accounts/Ways To Trade

I'm new to Matsons. Do you only supply to the Trade? And do I need to have an account to buy from you?

Anyone can buy from Matsons and you don't need to open an account. However, if you are a tradesman and you have an approved trade account, we will give you access to our trade prices.

Contact your local branch for more information and to open an account.

How can I pay invoices on my Account?

You can make a payment to your account using the following methods:

  • Bank transfer: (our details are printed on our invoices and statements) quoting your account number as reference. Remittances can be emailed to accounts@matsons.co.uk
  • Online: please note payments can take up to 3 working days to reach your account
  • By Debit/Credit card: in your local branch or by calling our Accounts team - please login to your account to view their contact information

I have an account with you. Can I view my balance / pay my bill / reprint my invoices online?

Yes. If you are already signed up to an account online, log in Alternatively, you can register for online account and manage it from within the log in area.

Can I manage my account online?

Yes, existing customers can either log in or register for an online account and mange it from within the login area.

How do I view my invoices?

At the moment, your monthly invoices will be sent to you by the branch where you bought your materials. If you have a question about your invoices, please contact your local branch.

You can also view PDF versions of your invoices and pay them online - login or register for online account management.

Product & Order Enquiries

I'm looking for something and can't find it on your website. Can you help me?

If the products you're looking for aren't yet displayed online, please contact your local branch for help.

How can I check a product's stock availability?

You have the option to check stock on a product page. Just click on the ‘Check live branch stock’ button, provide your postcode, and we will find the nearest branch to that postcode that has available stock of your chosen product.

Can you supply me with a product sample?

Samples of some products such as bricks and paving are available from your local branch - please contact them for details.

Do you offer a brick / roof tile matching service?

Yes, your local branch can provide brick and roof tile matching services.

Do you offer a paint mixing service?

Yes, this service is available at some of our branches. To find a branch that offers paint mixing.

Do you offer a timber cutting service?

Yes, this service is available at some of our branches. To find your nearest branch that offers timber cutting, use the branch locator or contact your local branch for details. Please note that a charge will apply to this service.

Where can I find technical information on a product?

You can find technical specifications and data sheets within the tabs of individual product descriptions on our website.

If you can't find the product or information you're looking for, please contact your local branch for help.

I'm planning to build a house / an extension. Do you offer an estimating service?

Yes. Our Estimating Service is a quick, cost-effective and accurate way to provide your customers with professional and thorough estimates. Please call into local branch to get started.

Do you sell sustainable building materials?

Yes, we're a market leader in sustainable building. Please contact your local branch for details.

Deliveries

Can I have my goods delivered?

Yes, we will happily deliver to your chosen address within the Leicestershire area provided that delivery is available for your chosen items/quanitity.

Will you deliver my materials exactly where I need them?

All deliveries delivered from a Matsons Heavy Goods Vehicle will be delivered kerb side. We work to very high safety standards and this may restrict our ability to deliver your materials if we deem the delivery location to be unsafe. During the checkout, we will ask if there are any obstructions close to the delivery address which could cause a problem for a Heavy Goods Vehicle, for example if there are overhead power cables present. In this instance, we will contact you and try and arrange an alternative delivery location.

For deliveries direct from a supplier, the delivery point will depend on the product being delivered and the supplier’s vehicle they are delivering using.

Can I collect my order instead of having it delivered?

Yes, we offer free Click & Collect from all of our Matsons branches. The branch will contact you to arrange a collection slot. To find out more about this service please view our Click & Collect page.

Contact & Feedback

What are the opening hours for my local branch?

You can find the opening hours for your local branch using our Branch Locator.

I can’t find the answer to my question.

If you have questions we haven't covered, check out our Contact Us section.

Returns

Can I return an item/cancel a delivery? Yes, we’ll be pleased to take back any items that are in a resellable condition within 14 days of purchase.

You can arrange collection by emailing us at admin@matson.co.uk or calling 0116 294 0294 with your order number and product details. The return of perishable items (i.e. cement, plaster) will not be accepted.

Please note that our minimum charge for this collection service is 20% of the order value and may be more depending on your location and product type. Once the products have been returned, you will be refunded within 7 working days.

Will I receive a re-stocking charge?

If we do accept a return of the Products, they must be returned in their original condition within 14 days of the date of delivery to you. We may deduct a restocking charge from the amount of your refund.