Ordering & Products
- What products do you supply?
We are a "one-stop shop" for civil engineering and groundwork needs. Our main product ranges include:
Drainage: Underground sewer drainage (110mm/160mm), channel drains, land drainage, and twinwall surface water pipes.
Water & Utility: MDPE water supply pipes (blue/black), barrier pipes, and various ducting systems (electric, gas, telecoms).
Specialist Systems: Sewage treatment plants, septic tanks, pumping stations, and soakaway/attenuation crates.
Groundworks: Geotextiles, membranes, manhole covers and gratings.
- Can I get technical advice for my project?
Yes. We provide expert advice for projects of all sizes. We can assist with technical help, including drawings or designs, and recommend innovative, money-saving solutions.
- Will I receive the exact brand shown on the website?
While we aim for accuracy, we may occasionally send substitute products of equal or better quality if stock is limited. You will never be charged extra for a higher-quality substitute.
Delivery
- What is the cost for delivery?
Delivery charges vary depending on the products you wish to purchase, due to the item location, size, weight. Add your desired items to your shopping basket and it will tell you the total delivery cost
- I live in a remote area, will the cost for delivery be different to what is shown?
Potentially yes. Any remote areas, including but not limited to Scottish Highlands, Islands & Isles, Isle of Man, Isle of Wight, Channel Islands and Northern Ireland, may include additional delivery charges which may not appear in your shopping basket. You will still be able to checkout online, however we may need to contact you for additional delivery charges which can also cause delays. In result of this, please contact us prior to your order so we can discuss your delivery options before you checkout.
- Can you offer next day delivery?
On certain products, yes we can! This will depend on the size of the product and the geographical location. Please contact us if you require a next day delivery, ideally the earlier the better so we have enough time to arrange this for you.
- Can you deliver on a weekend?
Typically, our deliveries are made on a 5 day working week, Monday to Friday. With certain items, we can arrange for an additional cost for a Saturday delivery. To request this, please get in touch.
- Can I collect from you?
Of course you can! Depending on the items you wish to collect, you can either collect them at our branch if it is a stocked item, or we can arrange a collection for you at the manufacturer’s warehouse/depot and see if any of those options are suitable. Please get in touch to discuss.
- Where can I inform you of instructions and restricted access regarding my order?
During the checkout process, there is an order note box which you can type any notes you wish to give us in relation to your order.
- When can I expect delivery of my order?
On each product page there is an estimated delivery date that you can expect your order to arrive. Once your order has been despatched we will email you with an official delivery timescale/date.
- Will all the items on my order be delivered at once?
We will always aim to deliver your items in one delivery. Occasionally, depending on the location of the items or stock availability at the time, your order might arrive in multiple deliveries. But don’t worry, we will keep you up to date via email or phone if this situation happens.
- An item that I have ordered is rather heavy and I cannot unload it, will you unload it for me?
On all items ordered, you will need to unload yourself. Whether that is by hand, or by your own arranged offloading facilities such as a forklift truck, JCB, crane etc. On certain items, we can arrange offloading for you, therefore please get in touch to see if we can help.
Returns
- How do I return a product?
United Civils Supplies offer returns for items purchased online within 14 days of receipt of delivery. If you wish to return an item, please contact us so we can inform you how to return your item. In most cases, you will need to post the item back to the address we provide you when you discuss your return with us. Sometimes we can also arrange collections but this will incur collection charges. You can either call us on 03301 740740 or email [email protected]
- Can I return a bespoke product?
Any item that has been specifically made to order, will not be subject to a refund.
- When will I receive my refund?
We aim to refund you as soon as possible, however it can take up to 14 days from the day we receive the product back. Once the products have been inspected to see if they are in their original packaging and in resalable condition, we will issue your refund to you on the same payment method as the order. Usually the refund will apply to the products returned only, unless the product is faulty or misdescribed.
- Is there any additional charges?
Sometimes, it depends on the items and the reasons for the return. If the return is due to no fault of our own, for example, the customer has changed their mind or ordered in error, there might be restocking charges. Any charges will always be discussed with you first, before we arrange any return options. These charges will usually get deducted from your refund.
- How do I cancel my order?
Get in touch with us as soon as possible and we can assist you. You have the right to cancel your order at any time. Please note, each time an order is placed we are charged a processing fee which is a percentage of the total value from the payment processors. Also, in order to offer a fast service we immediately start picking and packing the products. Due to these circumstances, we withhold the right to charge a 25% restocking charge to cover our costs, therefore before you order please try to make sure the goods are required!
- An item doesn’t match what I ordered?
Sometimes we may send substitute products of the same or better quality where stock availability is limited. We will never charge you extra for this. If you are unhappy with the substitution, you can return the product to us for a full refund.
How can I reach the team?
Phone: 03301 740740
Email: [email protected]
Depots: You can visit our trade counter in Bristol (Severn Road, Hallen).