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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.

Account facilities Quotes
App Returns
Buying online Services
Deliveries Special orders
Feedback Sponsorships
Jobs Stock availability
Kitchens & Bathrooms Suppliers
Other What3words
Product displays Who we sell to
   

 


 

Account facilities

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:

  1. A pay as you go Trade Card.
  2. A monthly billed Credit Account.

Apply online here for either type of account or call in at any branch to pick up an application form.

I have an account with you.  Can I view my balance, previous invoices, and pay my balance online?

You can view your balance, previous invoices, as well as place orders online.  Currently we are unable to process balance payments online.  Please contact our Accounts Dept at Head Office on 01420 482828.

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 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.

App

Our app is being phased out as the same features and more are now available to our Trade Card and Credit Account holders via our website.  To link your Coomers account online, please complete the form here and we will set you up as soon as possible during office hours.

Buying online

Can I Click & Collect?

Yes - for collection at your chosen branch.  Your order will be ready to collect in your selected time slot providing everything is in stock at your chosen branch.  We will contact you if there are any queries or issues with your order.  We can move stock from another branch for collection but please allow 2-3 days for us to arrange this.  Most of our products are available online but if you can't find what you're looking for, please contact us

Can I buy online from Coomers?

Yes, our brand new website allows all customers to purchase online, whether you're a member of the public or hold a trade account with us.

  • If you already have a Credit or Trade Card account with us and have not linked your account for online use, follow this link to provide your details and we'll link your account as soon as possible.  You can then log into your Coomers account and shop online.
  • If you do not hold an account with us and want to shop online, simply add items to your basket and check out as a guest. 

Please note that we only deliver to an approx 10-15 mile radius of our branches at Alton, Bordon & Haslemere.

Are online orders processed out of hours, at weekends or Bank Holidays?

Orders placed out of hours, at weekends or Bank Holidays may not be processed until the next weekday working day.

I can't find what I'm looking for on your website

We sell the majority of items online.  However, we can supply more items to order 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.

Deliveries

How much does delivery cost?

Delivery is free in the local area on all orders over £240 inc VAT.  For orders under £240 we charge £18 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.  A general guide of the postcode areas that we deliver to can be found here.

How quickly can you deliver my items?

We usually aim to deliver your goods within 3-5 working days but lead times can vary during peak times.  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 will 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.

Feedback

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 our Facebook, Twitter, or Google business pages (for Alton | Bordon | Haslemere).  Alternatively, please write to us at:  Marketing Dept, Coomers Ltd, Head Office, 5 Woolmer Way, Bordon, Hampshire, GU35 9QE.

Jobs

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.  Consultations must be pre-booked in advance but you're free to browse our showrooms at any time.

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?

Our kitchens are delivered direct from the manufacturer and arranged in conjunction with the customer, on a day of their choosing.  The supplier will send 2 people to unload, and will place the items wherever the customer wishes.  With bathrooms we’re usually able to store items that are delivered via the branch for a few days, subject to availability.

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. 

Other

I have a question which is not answered here

Please phone your local branch or use the email form on our contact page. 

Product displays

What products can I expect to see on display at your branches?

We have a number of inspirational product displays at our branches including landscaping and paving products, kitchens, bathrooms, tiles, cladding, composite decking and wood flooring.  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. 

Can I book an appointment to visit your showrooms/displays to discuss options with a designer/expert?

Yes.  Although you can browse our showrooms/displays at any time, we're also able to offer pre-booked consultations for Kitchens & Bathrooms, Landscaping, and Wood Flooring, so that a designer/expert will be on hand to discuss your options and answer questions.  Simply use the relevant link to book your consultation today:  Kitchens & Bathrooms | Landscaping | Flooring.

Quotes

How can I get a quote?

There are several ways to get a quote.

  1. You can check prices of most of our products online by searching for them to see if we're selling them online.  (If you hold a Credit or Trade Card account with us, be sure to log in to our website first.)
  2. If you'd like a quote for a bigger job or for materials you don't see on our website, use this link to complete a materials quote form.
  3. Telephone or call in to your local branch.

Returns

What if I want to return an item?

Please contact the branch you purchased the item from or contact us.  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.

Services

Do you offer a brick matching service?

Yes, please get in touch and ask for a Brick Matching expert to help you.

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 or board cutting service?

All of our branches offer a board cutting service only.  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 certain 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. 

Special orders

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.

Sponsorships

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 and are unable to deal with last minute requests.  If you have not heard from us within 2 weeks, then we regret to inform you that your request has been unsuccessful. 

Stock availability

How can I check a product's stock availability?

You can check stock availability on our website for most items.

Suppliers

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.

what3words

What are your precise branch locations on what3words?

If you're using the what3words app or website, our precise branch locations are:

Alton:  ///milk.anthems.outlooks
Bordon:  ///fonts.builder.registers *
Haslemere:  ///weeded.rejects.lawfully

* For HGV deliveries into our Bordon branch, please use  ///pixies.retraced.crisps (using the access road adjacent to the Woodlark pub - not our main customer entrance).

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 or shop online.

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.

Account facilities Quotes
App Returns
Buying online Services
Deliveries Special orders
Feedback Sponsorships
Jobs Stock availability
Kitchens & Bathrooms Suppliers
Other What3words
Product displays Who we sell to
   

 


 

Account facilities

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:

  1. A pay as you go Trade Card.
  2. A monthly billed Credit Account.

Apply online here for either type of account or call in at any branch to pick up an application form.

I have an account with you.  Can I view my balance, previous invoices, and pay my balance online?

You can view your balance, previous invoices, as well as place orders online.  Currently we are unable to process balance payments online.  Please contact our Accounts Dept at Head Office on 01420 482828.

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 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.

App

Our app is being phased out as the same features and more are now available to our Trade Card and Credit Account holders via our website.  To link your Coomers account online, please complete the form here and we will set you up as soon as possible during office hours.

Buying online

Can I Click & Collect?

Yes - for collection at your chosen branch.  Your order will be ready to collect in your selected time slot providing everything is in stock at your chosen branch.  We will contact you if there are any queries or issues with your order.  We can move stock from another branch for collection but please allow 2-3 days for us to arrange this.  Most of our products are available online but if you can't find what you're looking for, please contact us

Can I buy online from Coomers?

Yes, our brand new website allows all customers to purchase online, whether you're a member of the public or hold a trade account with us.

  • If you already have a Credit or Trade Card account with us and have not linked your account for online use, follow this link to provide your details and we'll link your account as soon as possible.  You can then log into your Coomers account and shop online.
  • If you do not hold an account with us and want to shop online, simply add items to your basket and check out as a guest. 

Please note that we only deliver to an approx 10-15 mile radius of our branches at Alton, Bordon & Haslemere.

Are online orders processed out of hours, at weekends or Bank Holidays?

Orders placed out of hours, at weekends or Bank Holidays may not be processed until the next weekday working day.

I can't find what I'm looking for on your website

We sell the majority of items online.  However, we can supply more items to order 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.

Deliveries

How much does delivery cost?

Delivery is free in the local area on all orders over £240 inc VAT.  For orders under £240 we charge £18 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.  A general guide of the postcode areas that we deliver to can be found here.

How quickly can you deliver my items?

We usually aim to deliver your goods within 3-5 working days but lead times can vary during peak times.  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 will 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.

Feedback

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 our Facebook, Twitter, or Google business pages (for Alton | Bordon | Haslemere).  Alternatively, please write to us at:  Marketing Dept, Coomers Ltd, Head Office, 5 Woolmer Way, Bordon, Hampshire, GU35 9QE.

Jobs

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.  Consultations must be pre-booked in advance but you're free to browse our showrooms at any time.

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?

Our kitchens are delivered direct from the manufacturer and arranged in conjunction with the customer, on a day of their choosing.  The supplier will send 2 people to unload, and will place the items wherever the customer wishes.  With bathrooms we’re usually able to store items that are delivered via the branch for a few days, subject to availability.

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. 

Other

I have a question which is not answered here

Please phone your local branch or use the email form on our contact page. 

Product displays

What products can I expect to see on display at your branches?

We have a number of inspirational product displays at our branches including landscaping and paving products, kitchens, bathrooms, tiles, cladding, composite decking and wood flooring.  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. 

Can I book an appointment to visit your showrooms/displays to discuss options with a designer/expert?

Yes.  Although you can browse our showrooms/displays at any time, we're also able to offer pre-booked consultations for Kitchens & Bathrooms, Landscaping, and Wood Flooring, so that a designer/expert will be on hand to discuss your options and answer questions.  Simply use the relevant link to book your consultation today:  Kitchens & Bathrooms | Landscaping | Flooring.

Quotes

How can I get a quote?

There are several ways to get a quote.

  1. You can check prices of most of our products online by searching for them to see if we're selling them online.  (If you hold a Credit or Trade Card account with us, be sure to log in to our website first.)
  2. If you'd like a quote for a bigger job or for materials you don't see on our website, use this link to complete a materials quote form.
  3. Telephone or call in to your local branch.

Returns

What if I want to return an item?

Please contact the branch you purchased the item from or contact us.  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.

Services

Do you offer a brick matching service?

Yes, please get in touch and ask for a Brick Matching expert to help you.

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 or board cutting service?

All of our branches offer a board cutting service only.  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 certain 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. 

Special orders

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.

Sponsorships

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 and are unable to deal with last minute requests.  If you have not heard from us within 2 weeks, then we regret to inform you that your request has been unsuccessful. 

Stock availability

How can I check a product's stock availability?

You can check stock availability on our website for most items.

Suppliers

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.

what3words

What are your precise branch locations on what3words?

If you're using the what3words app or website, our precise branch locations are:

Alton:  ///milk.anthems.outlooks
Bordon:  ///fonts.builder.registers *
Haslemere:  ///weeded.rejects.lawfully

* For HGV deliveries into our Bordon branch, please use  ///pixies.retraced.crisps (using the access road adjacent to the Woodlark pub - not our main customer entrance).

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 or shop online.

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