Customer Services - Help

Please note that the information given in this section applies to orders placed through the Magden website or by calling 0330 175 8990. If you are ordering through your local branch please check with them for charges and policies.

Dispatch

Dispatch Time

The dispatch time is the number of working days we will take to process your order and send the items to our courier, after receiving your payment. The dispatch time does not include the delivery time - i.e. the number of working days our courier will take to deliver the item to you.

Many of our products are available for same day dispatch (for orders placed by 12:00 midday) unless they are extended dispatch products. Extended dispatch products usually clearly state this in their specification to allow you to plan which delivery method you need for your desired arrival time. Please note that delivery times begin at the point of dispatch, therefore a 5 day dispatch time plus a 5 day delivery method will result in a 10 day arrival time.

If you need an extended dispatch product quicker than the stated dispatch time would allow, give us a call (0330 175 8990) and we'll see what we can do.

Delivery

Delivery Service

Please note that all deliveries will be a single person, curbside delivery service. Due to the equipment our couriers provide their drivers, whilst we will request that you get a call before deliveries are made, we cannot guarantee that this will happen. Unfortunately we cannot provide an exact time of delivery for standard or next day delivery nor do any of our courier services have a call ahead service.

Delivery Time

The delivery time is the number of working days our courier will take to deliver the item to you. The delivery time does not include the dispatch time - i.e. the number of working days we will take to post the item after receiving your payment. Please note that unless otherwise specified, delivery times are for working days only and do not include Saturday, Sunday or bank holidays.

Delivery Charges

Please see the table below for the delivery options available (prices applicable to online orders only).

All delivery costs are subject to VAT.

Method Order Value
(ex VAT)
Terms UK Mainland
(excludes Highlands and Islands)
(ex VAT)
Highlands and Islands
(ex VAT)
Standard Delivery Over £100 (excluding vat) Approximately 5 working days (Monday - Friday), for orders placed by 12:00 midday. Subject to stock availability.
Only available for website orders, not telephone or depot orders.
Free Please call 0330 175 8990 for shipping costs
Standard Delivery Under £100 (excluding vat) Approximately 5 working days (Monday - Friday), for orders placed by 12:00 midday. Subject to stock availability. £24.00 Please call 0330 175 8990 for shipping costs
Sample Only Orders Any 2-3 working days (Monday - Friday), can only be used on sample only orders. Free  
Internet Depot Collection - not currently available Any FREE: collection from Unit 46, Pant Industrial Estate, Dowlais, Merthyr Tydfil, CF48 2SR. Collection available Monday - Friday 08:00 - 16:00.

Other Delivery Information

Unfortunately, due to supplement charges incurred from our couriers we are unable to offer free delivery to all areas, although we do offer a very competitive rate. Unless stated, we cannot guarantee a time and day for delivery; delivery times are between 08:00 and 18:00, unless you have paid for a special delivery. We make every endeavour to ensure you a speedy delivery but we cannot guarantee the couriers will deliver on time. We will notify you by email once your order as been dispatched. If there are certain days that you will not be available for delivery please enter them in 'Order Comments', this can be found after the payment stage.

Delivery Exception Items

Please note that the following items are delivered direct from our suppliers and will take a little longer for delivery.

  • uPVC internal doors
  • uPVC fencing
  • Door canopies
  • Side gates
  • Nordic garden pavilions
  • Artificial grass
  • Selected decorative internal wall, floor, and ceiling panels
  • Selected fascia board and soffit board colours

Receiving Delivery

If possible, please check your parcels for any signs of damage before signing for your delivery. If you are unable to check, or the driver will not wait, please sign as 'unchecked'. If signing as unchecked, please notify us of any damage by email (including photographs) on [email protected], within two working days of receiving your delivery. We will only be able to investigate damage in these guidelines are followed. Any damages reported after this period could be deemed to have occurred whilst the items were in your care and no claims will be possible. Upon delivery make a note of the batch numbers where applicable and retain this information for future reference. Please refrain from using your goods unless you are fully satisfied with your order.

A signature will be required at point of delivery unless you have sent us a disclaimer email. If no one is present to sign, the goods will be delivered the following day.

Undelivered Goods

If your order has any missing items, or you have any concerns regarding your delivery, please email us on [email protected], within two working days of receiving your delivery.

Late Delivery

Whilst we do our best to get your order to you on time, we cannot guarantee a delivery date for you order. We do recommend that you do not schedule work to take place until your items have arrived in full.

Returns, Cancellations and Replacements

Returns

Orders returned within 14 days of receipt will be fully refunded. Order returned between 15 and 30 days of receipt will be subject to a 20% handling charge to cover re-stocking costs.

When returning items please ensure you note the following:

  • Complete the Return of Goods form sent to you with your order. If you do not have this please download a printable version by clicking here and return this along with the goods.
  • Before returning your order, within the 30 day period, email us at [email protected] with your order number, your invoice number, and your reason for the return. This number enables us to identify your order when it is returned.
  • The cost of returns must be covered by the customer, we unfortunately do not provide a collection service.
  • The returned items must be in perfect 'as new' condition, therefore cellophane protection should not be removed, goods should not be cut or drilled, fittings must not have been fitted and any displayed packaged items must not of been opened.
  • Where items are sent 'free of charge' at our discretion, we reserve the right to charge the delivery charge that was incurred delivering the items.
  • Made to measure orders e.g. windows, doors, conservatories, door canopies, fencing etc cannot be returned and are excluded from the distance selling regulations.

Returns can be sent to the address below, after you have notified us you will be returning the items:
Magden Internet Returns
Unit 45, Pant Industrial Estate
Dowlais
Merthyr Tydfil
South Wales
CF48 2SR

Cancellations

Cancelling After You Have Received Your Order

You have a right to cancel your order upto 14 days after receiving your order with-out giving any reason. You can return your order to us to the address below within this period and no re-stocking cost will be charged. Please note that it is the customers responsibility to cover the cost of returning the items, the returned items must be in perfect 'as new' condition, therefore cellophane protection should not be removed, goods not cut or drilled, fittings must not have been fitted and any displayed packaged items must not of been opened. Made to measure orders e.g. windows, doors, conservatories, door canopies, fencing etc cannot be returned and are excluded from the distance selling regulations.

Cancelling Before You Have Received Your Order

You will be able to cancel your order before you have received your order by contacting us by telephone on 0330 175 8990. We will need you to send us an email at [email protected] after you have contacted us by telephone to confirm. We aim to dispatch your order on the same day of receiving it so if your order has been dispatched you will be responsible for any cost occurred retrieving your order from our couriers. Our orders are dispatched at around 15:00 Monday - Friday, so please notify us before this time.

Cancellations can be sent to the address below, after you have notified us you will be returning the items:
Magden Internet Returns
Unit 46, Pant Industrial Estate
Dowlais
Merthyr Tydfil
South Wales
CF48 2SR

Replacements (Damaged or Faulty Items)

Free replacements for damaged items is only possible if you check your parcels for any signs of damage before signing for your delivery. If you are unable to check, or the driver will not wait, please sign as 'unchecked'. If signing as unchecked, please notify us of any damage by email on [email protected], within two days of receiving your delivery. Please include, pictures of the damages, along with the product codes and quantities of the damaged goods. We will only be able to investigate damage if these guidelines are followed. Any damages reported after this period could be deemed to have occurred whilst the items were in your care and no claims will be possible. Please note that all panels are sold in pack quantities and any returns and or exchanges must be for full packs. Please make a note of the batch numbers for all panels received, without a batch number we would not be able to match to anything already supplied

Magden is a trading name of Specialist Building Products Limited, a wholly owned subsidiary of the Epwin Group Plc. Specialist Building Products Limited is registered in England & Wales. Company Registration number: 1268689. Registered Office: Friars Gate, 1011 Stratford Road, Shirley, Solihull, West Midlands B90 4BN. VAT Registration No. 864 4507 10