FAQs

Products & Orders

1. I can’t find the product I want online, what can you do?

Our website currently shows everything we stock and have on hand, however, if there is a product you need, please contact us and we will always try our best to source the product for you at the best price.

2. How can I check stock availability?

Stock is shown for all products on the individual product page.

3. How will I get further information on a product featured on your website?

You can find some specifications within our individual product pages. If you require further information, please contact our expert staff members.  Alternatively use our contact us form and someone will get back to you.

4. The photo online is different to what I received, why is that?

All images that are used online are for illustration purposes only. Products made from natural materials, such as timber, variation are to be expected.

5. Is it possible to order products to be cut to length?

If you need materials to be cut to length for you, please contact us.

Can I change or cancel my order?

We will make our best effort to fulfil your request, but please understand this may not always be possible. If there are any issues with your order placed, or you want to cancel, please contact us as soon as possible.

Payment

1. What payment methods can I use?

We accept Visa, Visa Debit, Visa Electron, Mastercard, Debit MasterCard, Maestro and PayPal payments.

2. My payment has been declined, what do I do now?

Check your details were entered correctly. Billing name and address needs to match the records your bank holds for your account. Check you have completed any 3D authentication level that your card issuer may have on your card. If payment is declined again check with your bank everything is okay.

Delivery information

Alter Supplies & Contracting operate a delivery service. We aim to deliver all orders as quickly as possible. As soon as your order is placed, we will aim to deliver your goods within 3-5 working days. Please check with us before ordering if you are concerned about timescales.  

Alter will arrange for delivery of goods ordered by courier/post/delivery. The available methods of delivery will be stated at the time of purchase by the customer.

The customer will be notified of the estimated delivery date when placing the order.

If the customer is not present to take delivery of the goods ordered, goods may be left at the customer’s address. Alter accepts no liability for damage to or loss of goods left at the customer’s address.

Alter will accept no liability for goods damaged while in transit.

For large deliveries please allow access for Hiab to deliver, if access isn’t available, we will drop as close as possible.

We ask that any shortfalls or damages are reported within 24 hours of delivery. After this period, we cannot be held responsible for any product found to be damaged or missing.

Click & Collect

Our Click and Collect service allows you order and pay for products to collect from our store. We aim to have you order ready for you to collect within two hours. Orders placed after 5.00pm will be available for collection from 7.30am the next day.

Cancellation

Any cancellations must be made as soon as possible. Orders cannot be cancelled after dispatch of the goods to the customer and the customer will still be liable for the full purchase price and delivery costs.

Returns

Any goods to be returned must be returned within 14 days of date of delivery to customer (unless faulty).

All returned goods must be returned in the same condition as when purchased.

No refunds or replacements will be offered where goods are returned out with the 14-day period.

Receipt/delivery slip should be retained as proof of purchase.

Goods returned by post must be sent by recorded or special delivery post. Refunds and replacements will not be provided where returned goods are damaged in any way.

The customer will be responsible for payment of the return postage.

Alter may arrange for uplift of the goods to be returned at the cost of the customer.

When goods are returned there may be a agreed cost of return if goods have been ordered in specifically for a customer or Alter have to collect the goods in order to complete the return.

The costs of uplift and pallet price will be deducted from any sums to be refunded to the customer.

1. Can I return products from my order?

Yes, you can return products- refer to our Returns page.

2. How do I return an item?

Please contact us to arrange the return of your goods. Please note that all goods must be in a resalable condition and returned within 14 days of collection/delivery. You can either, return the goods to us, or arrange collection by contacting us. If you require us to collect the goods, there will be an uplift charge to cover the reasonable cost of the uplift. Once we have accepted the return, we will issue a refund within 3-5 working days. Please have the order number and product details to hand when contacting us.

3. Will I be charged to return my items?

You can return resalable goods to us within 14 days of supply. Please bring your receipt, order confirmation email or sales invoice with you as proof of purchase. If you require us to collect the goods, there will be an uplift charge to cover the reasonable cost of the uplift. Once we have accepted the return, we will issue a refund within 3-5 working days.

4. Can I return a product that I’ve cut or that has been made to my custom specifications?

Goods which are cut, made to measure or mixed to your requirements, or otherwise customised or made to your specifications will not be exchanged or refunded unless they are faulty or incorrectly delivered.