Ordering

All your queries answered regarding ordering.

How do I place an order?

You can place an order through our website or by calling our customer service team.

Can I add or remove items from my cart?

Yes, you can modify your cart until you confirm your order.

Do I need an account to place an order?

While not mandatory, creating an account allows you to track your order history, manage saved parts lists, and enjoy faster checkout in the future.

Product

All your queries answered regarding products.

How do I find the right product

You can use our AI chatbot Jake for assistance to find the right product, alternatively you can give us a call or visit our yard for further assistance.

Visit Us
28 Soho Rd, Birmingham, B21 9HB

Phone Us
0121 348 7695

Email Us
sales@msstimber.co.uk

Are the products compliant with UK/EU building regulations?

Yes. All of the products we supply, including those from trusted brands such as SAMAC Fixings, DART and SOUDAL are fully compliant with UL and EU building regulations. They are manufactured to meet the highest industry standards and undergo rigorous testing to ensure safety, reliability and performance.

Are these products suitable for both trade professionals and DIY users?

Yes. Our products are designed to meet the high standards required by trade professionals while also being easy to use for DIY enthusiasts. Whether you're working on a large-scale construction project or a smaller job at home, our brands like SAMAC Fixing, SOUDAL and DART provide reliable, high-quality solutions that deliver professional results.

Payment

All your queries answered regarding payments.

What payment methods do you accept?

We accept major credit cards (Visa, Mastercard, etc.), debit cards, and some online payment methods (e.g., PayPal).

Is my payment information secure?

Yes, we use secure encryption technology to protect your payment information.

Do you offer COD?

Sorry, at this moment we do not offer cash on delivery (COD) mode of payment.

Shipping

All your queries answered regarding shipping.

What are your shipping options?

We offer standard, expedited, and next-day delivery options (availability may vary depending on your location).

How much does shipping cost?

Shipping costs are calculated based on the weight, size of your order, your chosen delivery method, and your location. The final cost will be displayed at checkout.

Can I track my order?

Yes, you can track your order's progress by logging into your account or using the tracking information provided in your order confirmation email.

Return products

All your queries answered regarding return.

What is your return policy?

We offer a 14-day return policy on most unused parts (exceptions may apply). You can find detailed return instructions and any exclusions on our Returns Policy page.

How do I return an item?

Please visit our Returns Policy page or contact customer service for instructions on initiating a return.

Who pays for return shipping?

This depends on the reason for the return. Our Returns Policy will specify who is responsible for return shipping costs.