FREQUENTLY ASKED QUESTIONS

how are you able to sell products so competitively?

EasyMerchant benefit from our founding staff having been in the plastic drainage industry for over 70 years combined! We have staff that have worked for top UK manufacturers at high levels, staff that have managed their own builder’s merchants and customer service staff with many years experience from within the industry. This allows us to utilise our industry connections to negotiate great cost prices for the products we buy. We then couple this with our ability to stock and store huge quantities of products, so we buy them in full lorry load quantities enabling further discounts.

As we don’t offer a credit service, we save costs on credit control staff and insuring our debts we also pay for our products up front which often enables us to negotiate further discounts. We then pass these savings on to you!

what are the benefits of buying building supplies over the internet?

We called our business EasyMerchant. The key being easy. We want to make our customer’s lives easier. Having all of our products online via an easy to use website with a layout people are familiar with makes buying the products easy.

Gone are the days of driving to your local builder’s merchant to find out that their prices have changed or they don’t have the products in stock. All of our prices and stock levels are online. We then deliver them directly to the building site using a reliable delivery service meaning that there isn’t any need to go and collect the materials. We can deliver all over the UK, so wherever the site we can get the products to you.

The final ingredient is customer service. Give us a call any time and you’ll find friendly knowledgeable staff who will do everything in their power to help and advise you. Give us a try on 01371 850 120!

how will my order be delivered?

This will depend on which products you order and where you are in the country. If you’re local to one of our depots we will likely deliver on our own vehicle. If you’re not local, we will use a reliable courier. If it’s a large item or quantity we will send it out using a specialist pallet service. Sometimes, we will use a specialist delivery partner who deliver solely to building sites.

We put a lot of care and attention into the way we pick and pack our customer’s orders. Meaning that they should arrive in perfect condition. We try to recycle packaging products to minimise our impact on the environment too.

For full delivery information click here.

what if i need to return a product?

We offer a 30 day return policy. Simply return to products to use using any courier. As long as they’re in the same condition (so that we’re able to resell them) once they arrive then we will accept and process the refund. We won’t be able to refund our shipping costs (unless the reason for the return is a fault of our own) and for orders that contain many items, we may have to charge a 25% restocking fee.

Some ranges, such as aluminium or cast iron guttering are bespoke products which are made and painted by the manufacturer specifically for your order. These products are non refundable as they’re made specifically for your job. So please make sure you order the correct products when ordering from these ranges as our manufacturer will not accept returns.

For full returns info please click here.

can you offer a further discount?

In these difficult times it is very difficult for us to offer any further discounts. We are facing monthly price increases from manufacturers and all costs are increasing. We’re already doing everything we can to keep prices as low as possible for you. We run a dedicated customer service team (unlike many of our competitors) making sure that we’re here whenever you need us. All of this comes at a cost to us and just as you need to earn money in your trade business, we also need to earn enough money to pay our staff and their mortgages. Contrary to popular belief, we’re not earning a lot of money for ourselves. We’re just focussed on paying our staffs mortgages and keeping our heads above water so that we can continue to supply our customers when they need us.

That being said, if you can collect the products or if it’s a particularly large order then let us know and we’ll do our absolute best for you.

is it safe to order via your website?

Absolutely. We use a secure checkout managed by Stripe and PayPal. We do not store any of your card details. Our website is secure from hackers and viruses and our customers security is something we take very seriously. Our website is secured using an EV SSL certificate and is protected by Sucuri anti virus as well as any other measures to protect us from hackers.

What is the minimum order value?

There is no minimum order value, however to qualify for free shipping then the order must be over £120 ex VAT. Orders below this will be charged a flat delivery fee based on the size or type of product that you’re ordering.

Some ranges such as Aluminium or Cast Iron Guttering are exempt from free shipping as they’re sent directly from the manufacturer.

Please always check our delivery information page before placing your order for full delivery details.

am i able to collect my order?

Of course! If you’re based locally to us near Braintree, Essex then you’ll be most welcome to collect your order. For collections we require the payment up front via the website or phone and we will usually ask for 24 hours before pick up.

This is because we do not operate a trade counter – you’d be collecting directly from our distribution warehouse. We need time to pick pack your order ready for collection so that you or whoever is collecting the order for you is not left waiting while we pick and pack it!

how can i pay for my order?

You can either pay directly via our website using any debit or credit card. Or you can use your PayPal account. If you wish to pay via bank transfer, we can send you a proforma invoice to accept a bank transfer payment.

If you’d prefer to order over the phone then you can either email us the list of items you require and we can call you back to take a payment over the phone, or you can call us with the list of items for us to take payment over the phone. We can also accept Bitcoin payments for those of you who were lucky enough to strike gold in the Bitcoin rush!

What happens if something goes wrong with my delivery?

Simply, we will always put it right. As we all know mistakes do happen, human errors do occur and things do occasionally go wrong. This is why we ask for a maximum of 6 working days to deliver, even though we use a next day service.

Common examples would be the courier losing the item, a picking and packing error or an item being damaged in transit.

Our standard procedure is to send replacement goods out straight away, however we can also offer a full refund if the delay means it’ll go beyond 6 working days.

what are your opening hours?

Our customer service phone lines are open on:

Monday: 8:30am – 5pm
Tuesday: 8:30am – 5pm
Wednesday: 8:30am – 5pm
Thursday: 8:30am – 5pm
Friday: 8:30am – 5pm
Saturday: Closed
Sunday: Closed