Frequently Asked Questions
Do you have a question about our stock, branches or service? Check out our frequently asked questions! Simply click on a heading below to jump to the questions and answers within that section.
Do you offer account facilities and trade discounts?
We have a choice of two account types for those who use building materials in the course of their everyday work or are self build customers, upon which trade discounts are applied on qualifying items. Choose from:
- A pay as you go Trade Card.
- A monthly billed Credit Account.
Call in at any branch to pick up application forms to apply for either type of account, or download the forms here.
I have an account with you. Can I view my balance, previous invoices, and pay my balance online?
If you're a Trade Card or Credit Account customer and have signed up for our app, you can log in and view your balance and invoices via our app. At the current time the app cannot take account payments but you can pay by other methods such as in person at any branch, by BACS or by phoning our Accounts Dept on 01420 482828 during normal office hours. If you do not wish to use our app then you can obtain a balance by calling our Accounts Dept on the aforementioned number.
How do I close my Account if I no longer need it?
Simply call our Accounts Dept on 01420 482828 with your account details and inform them that you wish to close your account. Alternatively, Contact us via our email form with these details.
How do I let you know about changes to my business address or contact details?
Please contact our Accounts Dept at Head Office either by phone (01420 482828), by using our website email Contact form, or write to us at: Accounts Dept, Head Office, 5 Woolmer Way, Bordon, Hampshire, GU35 9QE. Please quote your account number.
I don't have access to your app. How can I apply?
If you're already a Trade Card or Credit Account customer, you can apply online here. Note that you'll need to have an Apple or Android mobile device to use the app. Once we've received your request we'll process it the same or next working day and email you a login and password. You'll also need to visit your app store to download the app and can start using it as soon as you've received the email from us confirming your login details.
If you're not yet a Trade Card or Credit Account customer but would like to apply for an account and sign up for the app at the same time, simply call in at any branch to pick up an application form or download the form here. On either application form there's a box to tick if you wish to sign up for the app at the same time as requesting an account. This will take a little longer as our Accounts Dept need to process your application first but as soon as that's been done you'll receive an email from us letting you know when your app login has been set up.
I want to know more about your app?
More details can be found on our app application webpage here, plus you can find FAQs in our blog here. Please don't hesitate to Contact us if your question still remains unanswered.
Can I Click & Collect?
We're operating an online Click & Collect service. When you order on our website and select Click & Collect, we'll contact you when your order is ready to be collected with collection details (please do not turn up at the branch before we've contacted you with this information). Your order may take several days to be packaged ready for you to collect. Please note that orders placed out of hours or at weekends may not be processed until the next working day (Mon-Fri). We are able to move stock from another branch for collection but please allow 2-3 days for us to arrange this.
Can I buy online from Coomers?
- Retail customers can buy selected items directly from our website for local delivery. Follow this link for further information. Please note that stock levels shown on our website are NOT live but are refreshed regularly, so there may be occasions when certain items are not available from stock. We can combine stock from multiple branches for delivery, and we can move stock from another branch for collection but please allow 2-3 days for us to arrange this.
- Trade customers can purchase via our app, which lists virtually all our stock items with live stock availability for local delivery or collection. If you've not signed up to use our app yet, please follow this link.
I can't find what I'm looking for on your website
We currently sell only a selection of items online from our full stock range, so if you can't find what you're looking for on our website, please Contact us by phone or email as we may have it in stock or be able to order it in just for you.
I've ordered something from your website but need to amend or cancel the order. What do I do?
If you need to cancel your web order, please use the Website Order Cancellation Form within 14 days of receiving your order confirmation email.
If you wish to amend your order, please Contact us via our email form as soon as possible, and providing the order is not already on its way to you, we'll do our very best to amend your order.
How much does delivery cost?
Delivery is free in the local area on all orders over £100 inc VAT. For orders under £100 we charge £12 inc VAT delivery.
Which areas do you deliver to?
We only deliver within an approx 10-15 mile radius of our three branches at Alton, Bordon & Haslemere. The full list of postcode areas that we deliver to can be found here.
How quickly can you deliver my items?
25.03.21 Update - Please note that currently delivery lead times are approximately 7-10 days. We thank you for your understanding during this time.
We usually aim to deliver your goods within 3-5 working days but lead times can vary during peak times and during the COVID-19 pandemic may be slightly longer than usual. Call us to find out more. For orders placed on our website, we'll be in touch with a delivery date after your order has been placed. Please note that orders placed online out of hours or at weekends may not be processed until the next working day (Mon-Fri).
Can I request a morning or afternoon delivery?
When placing your order, either in-store or online, please ask if it's possible for a morning or afternoon slot. We cannot guarantee it but will do our best to accommodate your request depending on availability.
Do you offer direct to site deliveries?
Yes. Please speak to your local branch for further information.
Access to my property is difficult for large vehicles. Will you still be able to deliver?
If vehicular access to your property is difficult please be certain to mention this at the time of placing your order, giving as much detail as possible including any obstructions to assist us in deciding which vehicle might be suitable for delivery. We have a large fleet of delivery vehicles in various sizes, so should be able to assist with advance notice.
Will you deliver my goods in the exact spot outside my location?
All heavy goods delivered by our heavy goods vehicles will be delivered kerb side. We'll endeavour to place the goods as near as possible to the delivery point as a safe hard road permits but we reserve the right to refuse to deliver if our driver reasonably considers the delivery point is unsuitable for delivery. Please speak to our staff when placing your order if you have any concerns.
What days of the week do you deliver?
We deliver Monday-Friday and Saturday mornings.
How do I make a complaint?
Please contact the branch concerned and speak to one of our Branch or Assistant Managers regarding your concern or complaint. If you're unable to do so then please either email us via our Contact form or write to us at Customer Services, Coomers Ltd, Head Office, 5 Woolmer Way, Bordon, Hampshire, GU35 9QE. Your feedback, whether positive or negative always helps us improve.
How can I send positive feedback about a Coomers branch or staff member?
There are several ways you can give us feedback. This can be done via the email form on our Contact webpage, you can rate us on Trustpilot, or give feedback on Facebook, Twitter or on Google (for Google select either Alton | Bordon | Haslemere). Alternatively, please write to us at: Marketing Dept, Coomers Ltd, Head Office, 5 Woolmer Way, Bordon, Hampshire, GU35 9QE.
I'm interested in working for Coomers. How can I get more details and apply?
In the first instance please visit our Jobs webpage to see if there are any current suitable vacancies. If there are no current vacancies but you are interested in leaving your details in case a suitable position becomes available, please use this form to register your interest in working for us.
Kitchens & Bathrooms
Do you offer a kitchen and bathroom design service?
Yes, our team of highly experienced Kitchen & Bathroom Designers are pleased to offer a kitchen design service and can provide you with computerised designs and itemised lists of your dream kitchen or bathroom. Visit our Bordon branch for both kitchens and bathrooms, and our Alton branch for bathrooms. We recommended you pre-book an appointment to ensure a designer is available to discuss your project.
Do you offer a kitchen fitting service?
Yes, if required, we can put you in touch with a team of fitters who've installed numerous kitchens for our happy customers. However, if you'd prefer to fit your own kitchen or employ your own fitter then that's fine.
How long does it take for a kitchen to arrive once ordered?
Unlike some suppliers, our kitchens can often be delivered in days rather than weeks, but please enquire with our Kitchen Designers at our Bordon branch before placing your order.
Can you deliver my kitchen or bathroom on the day I need it?
Because we know storage of a complete kitchen or suite can be a problem before fitting commences, we're usually able to store your kitchen or bathroom and deliver it on the day you need it (subject to availability). Please enquire at our Bordon or Alton branch for further information.
Do your bathroom and kitchen showrooms have disabled access?
Yes, the bathroom showroom at our Alton branch has a lift with full access to the first floor, with disabled parking close to the store entrance. The kitchen showroom at Bordon is located on the ground floor, again with disabled parking close to the store entrance.
News and offers
How do I sign up for your News and Offers?
Please visit our Special Offers & Newsletter Sign-up webpage or send us an email via our Contact form. Be sure to follow us on Facebook, Twitter or LinkedIn as we always promote our latest news and offers on these social media channels.
I have a question which is not answered here
Please phone your local branch or use the email form on our Contact page.
What products can I expect to see on display at your branches?
We have a number of inspirational product displays at our branches including bricks, landscaping and paving products, kitchens, bathrooms, wood flooring and doors. Please follow this link to view details of the main displays we have and at which branch to find them. If you can't find what you're looking for, please call your local branch for more information.
How can I get a quote?
There are several ways to get a quote.
- If you're a trade customer and have signed up for our app, you can get a quote directly from the app. For more details on our app, follow this link.
- If you're a member of the public, you can check prices of selected key products online by going to the relevant webpage and checking to see if we're selling those products online.
- Send us an email requesting a quote via our Contact form.
- Telephone or call in to your local branch.
What if I want to return an item?
Please contact the branch you purchased the item from or Contact us via our website. Please note: Certain perishable items are non-returnable, such as, but not limited to, cement, plaster and special orders. If you have heavy goods which need collecting then we do levy a charge for uplifting such goods. Proof of purchase is required for any returned items. We refer you to our full conditions of sale, which can be found by following this link.
Where can I get a copy of your terms & conditions?
Please visit this page.
Do you offer a brick matching service?
Yes, our Alton branch has an extensive brick and roof tile library which you can browse and our Brick Matching expert at that branch will be happy to help you. Simply call 01420 571234 for assistance or call in.
Do you offer a paint mixing service?
Yes, we offer Dulux paint mixing at all branches. Please contact your nearest branch for information.
Do you offer a timber cutting service?
Yes, a timber cutting service is available in the Timber Mill at our Haslemere branch, plus our Alton & Bordon branches offer a board cutting service. For further information, contact the relevant branch before visiting. Please note: (1) A charge will apply to this service. (2) Only items purchased from Coomers may be cut and this service is restricted to carcassing, machined timber and some timber based sheet materials. (3) We may be unable to process large cutting orders while you wait. (4) Last orders for cutting are 20 minutes before closing time.
Can I order products which are not in stock?
If you need something that we don't stock, please speak to a member of staff at your local branch and they'll do their best to source it from one of our recognised suppliers. Please note that special orders are usually non-returnable unless faulty.
How long should I expect to wait for my special order?
The waiting time can vary from product to product and supplier to supplier. A member of staff at the branch you ordered from will be able to give you a lead time indication.
I'm a charitable organisation, school or sports club. How do I contact you to request sponsorship or to be your charity of the year?
All requests must be received in writing, in good time before the event (where relevant), and giving as much detail as possible. Requests must also include a return email address. Full details on how to contact us can be found by following this link. Although we do our best, we receive a huge volume of requests for support each year from across Surrey and Hampshire, so are only able to offer support to a small number of causes. Due to the sheer volume of requests received we may not be able to respond to all correspondence. If you have not heard from us within 2 weeks, then we regret to inform you that your request has been unsuccessful.
How can I check a product's stock availability?
If you have access to our app, you can check live stock availability via the app by branch. If you don't have access to the app then please check with the relevant branch as our website does not reflect live stock availability.
Has product availability been affected due to the COVID-19 pandemic?
We are currently experiencing much longer lead times from some of our suppliers. Some products are also on allocation and we apologise for any inconvenience.
I'm a supplier wanting Coomers to stock my products or buy my services. Who do I contact?
In order to keep our prices competitive opposite the national chains, we're members of the National Buying Group (NBG), and as such are committed to purchasing most of our stock and supplies from NBG approved suppliers. Therefore, it's often the case that your product(s) or service(s) cannot be considered unless you're already NBG approved. However, if you still wish to contact us then please use the email form on our Contact page. We do receive a high volume of such requests and may not be able to respond to them all individually unless a product or service is not covered by NBG agreements.
Who we sell to
Do you only sell to the trade?
No, everyone is welcome to shop at Coomers, and you don't need to open an account to buy from us. You can call in to any of our branches at Alton, Bordon or Haslemere, shop online, or for trade customers via our app.