Frequently Asked Questions For Timber Products & Services
Products & Orders
1. I can’t find the product I want online, are all your products listed?
Our website currently only shows a small proportion of the products we supply. We have lots more in our branches. Find your nearest branch using our branch locator and come see what we have to offer or Contact Us for a quote.
2. How can I check product stock availability?
Stock is shown for all products on the individual product page. Make sure you choose the branch you would like to collect from, or delivery postcode and stock levels will be shown.
3. How can I get additional information about a product featured on your website?
You can find some technical specifications within our individual product pages. If you have more questions, please contact our expert staff members at your local branch who will be more than happy to help. Alternatively use our contact us form and someone will get back to you.
4. The photo online is slightly different to what I received, why is that?
All the images used online are for illustration purposes only and may differ to the actual product. Variation on products made from natural materials, like timber, are to be expected.
5. Do you sell sustainable building materials?
MGM Timber has been granted certification by CATG, a leading certification body accredited by UKAS (United Kingdom Accreditation Service). This covers the Program for the Endorsement of Forest Certification (PEFC) and the Forest Stewardship Council® (FSC)® chain of custody scheme. View and download our certificates here.
6. Can I place a collection order over two or more branches?
No, unfortunately this is not possible.
7. Is it possible to order for products to be cut to length?
No, we do not provide this service in branch.
1. Can I change or cancel my order?
We will make every effort to fulfil your request, but please be aware that this may not always be possible. If there is an issue with the order you have placed, or you wish to cancel, please contact the branch noted on the email confirmation as soon as possible.
Public / DIY Customers
1. Can members of the public and DIY customers visit MGM branches?
Yes, all of our branches welcome trade and public customers
1. What methods can I use to pay?
We accept Visa, Visa Debit, Visa Electron, Mastercard, Debit MasterCard, Maestro and PayPal payments. We do not accept ApplePay or AndroidPay at the moment.
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. If you are still having problems, contact our customer service department through the online contact form.
3. Do you accept purchase orders from schools and local authorities?
Currently our website only caters for retail customers. As we develop the site this functionality will become available.
1. What delivery service do you offer?
We provide Kerbside delivery service. This means that we will not take products ordered into your house. As such, please ensure you have the necessary ability and equipment (if required) to move the items into your property.
2. Can I track my delivery?
Tracking of orders via the internet is not possible currently. The delivery branch will always phone to confirm delivery date. If you have further questions or queries regarding your delivery, please contact the branch processing your order and they will be able to give you an update. Always have your order number to hand to help locate the correct order.
3. What should I do if I haven’t been contacted regarding my delivery?
We will endeavour to confirm all deliveries within 24 hours of the order being placed (excluding weekends). If your order was placed out with this time period please contact the branch, detailed on your order confirmation email, to find out more. Alternatively find branch contact details by using our branch locator and entering your delivery address postcode.
4. During what times could my order be delivered?
Your order may be delivered between 7.30am and 5pm (Monday to Friday) and 8am to 12pm on a Saturday.
5. How much do you charge for delivery? Is there a minimum order value?
There is a charge of £20 (excluding VAT) for deliveries. If your order is over the value of £300 (excluding VAT) the delivery will qualify for FREE delivery. Orders need to be over £50 (excluding VAT) to qualify for delivery.
6. What happens if my goods are damaged or faulty?
Please contact the branch noted on your delivery note within three working days if your item is damaged. To view our Terms & Conditions regarding deliveries please refer to our Delivery of Goods – Ecommerce Terms & Conditions section.
7. When adding product for delivery I get the message “We do not deliver to this Postcode area”. What’s wrong?
Unfortunately, we are unable to take online orders for the delivery postcode you are entering. Please contact your nearest branch who will be able to help process your order offline.
Click and Collect
1. When will my order be ready for collection?
Your order will be ready for collection three working hours after it has been placed. Any order placed after 3pm on a working day will be available for collection from 9.30am the following working day. The branch will always phone to confirm the exact collection time.
2. During what times can I collect my order?
The branch will always phone to confirm the exact collection time. Collection times will be during branch opening hours. You can find your local branch’s opening times here
3. How long will you hold my order for?
We will hold your order for 48 hours after the confirmed collection day. If your order is still not collected within this time, we will contact you to confirm whether you are still collecting. We will then hold the item(s) for up to 5 further working days.
4. What do I need to bring to collect my order?
Please head to our showroom counter with a copy of your order confirmation on your phone or printed out as proof of purchase. A photographic ID to prove identify will also be asked for.
5. Can I collect on behalf of someone else?
Yes, you can collect on behalf of someone else. The relevant collection name can be filled in at time of placing order. To make collection as simple as possible please ensure you bring a copy of the order confirmation either on your phone or printed out. A photographic ID to prove identify will also be asked for. If the appropriate ID cannot be provided, we will contact the customer using details provided to verify the collection.
6. Can I place a collection and delivery in the same order?
Yes, as you add each product to your basket, you will have the option to choose whether you want to collect or have the product delivered.
1. Can I return products from my order?
Yes, you can return products – please refer to our Returns / Termination of Contract page for full Terms & Conditions.
2. How do I return an item?
Please contact the branch that processed your order 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 your local branch, or arrange collection by contacting your local branch. 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 the branch.
3. Will I be charged to return my items?
You can return resalable goods to your local branch within 14 days of supply with no charge. 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.
1. How can I reset my password?
Please click here and follow the on screen instructions in order to change your password.
1. What is the telephone number for my local branch?
To find your closest branch please use our branch locator and enter your postcode to find your local branch.
2. What is the closest branch to my home or site address?
To find your closest branch please use our branch locator and enter your postcode to find the nearest branch.
3. What are the opening hours of my local branch?
All opening hours and contact information can be found in the branch locator either by entering your postcode for the closest branch or selecting a specific branch from the list.
4. Has Covid-19 affected the way I can access your branches?
Please see our dedicated section on Covid.19 to see the changes that have been implemented.
5. Do you shut for holidays
We have an extended shutdown over the Christmas period. Details will be published on the website nearer the time.
1. How can I order items not available on your website?
We only show a small amount of the products that we can supply. If you cannot see what you are searching for on our website, please speak to your local branch who will be willing to help. Contact can be made using our Contact form or finding your local branch details on our branch locator. Enter your postcode to find address, phone number and email address of all our branches.
2. I can’t find an answer to my question. What can I do?
Please complete the form on our contact us page and we will get back to you.