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FAQs

Product Support/Chat

What are your opening hours?
Monday-Friday 8am-5pm. We are currently not available at weekends or bank holidays.
Yes, you can call our sales office directly on 01858 455055, or email sales@roofgiant.com or alternatively, speak to one of our representatives via our live chat between 8am and 5pm Monday to Friday.
Yes; please email us sales@roofgiant.com requesting your sample along with your name and address and we will post it out free of charge (if available).
Yes, most of our product information is supplied in PDF on each product page so please download as required. If you cannot find something please either call our office on 01858 455055, or email sales@roofgiant.com or alternatively, speak to one of our representatives via our live chat during office hours Monday to Friday.
If you're interested in selling your products on Roof Giant, we're eager to hear from you. If you sell high quality products that will provide the best solution to our customers, get in touch to join our network of reputable brands. Contact us on 01858 455055, or email sales@roofgiant.com or alternatively, speak to one of our representatives via our live chat.
Our team of experts are on hand to answer any technical questions you may have. Please contact our sales team on sales@roofgiant.com or 01858 455055. You can also use our online chat, or submit a question on each product page.
Please complete our complaint and feedback form.
If you have changed your mind, or if the items have been mistakenly purchased, you have 14 days in which to notify us from the date of delivery. Due to our items being sourced from different manufacturers and distributors, a new order will need to be placed for the correct items.
You can sign up to receive an email notification when an item is restocked. You can do this by selecting the product and entering your email address in the box provided. We always aim to restock items as quickly as possible.
No, Roof Giant do not currently hold stock. If you have a question regarding availability, please see the website for lead times or contact Roof Giant with your query.

Billing/Payments

What methods of payment do you accept?
We accept credit cards, debit cards, processed through World Pay and Paypal. Direct bank transfer is also available on request by calling 01858 455055, or email sales@roofgiant.com or alternatively, speak to one of our representatives via our live chat.
If you want to pay by BACS we can send you an invoice before you pay
All prices are shown as exclusive and inclusive of VAT.
No, not currently. We will update the website when this becomes available.
No, the newsletter discount cannot be used in conjunction with any other sale or promotion. For further information regarding our email offers and promotions please see here.

Placing an order

How do I know you have received my order?
When you submit your order, we will reply to the email address you have given confirming your order details including the total cost. You will also be given an order reference number should you need to contact us
You can create an account by clicking on the link log in on the homepage and select create an account.
Yes, if you have forgotten your account password then please click here to request a reset.
If you cannot find what you need on our website, simply forward a photograph and dimensions etc, to our sales office email address sales@roofgiant.com and we will do our best to source your requirements from our range of over twenty thousand product lines.
You can make purchases from our website 7 days a week, 24 hours a day. Any orders placed out of office hours will be processed on the next available working day.
You can find full details on our Refunds & Returns page
No, you do not have to register. However, if you do we will keep you up to date with any special offers and improvements made to the site.
To buy an item simply select the product and click “add to basket”. Your product will sit in your basket, when you are ready to order click the bag icon in the top right hand corner. You will be able to proceed to payment. You can also remove an item before proceeding to payment at this stage.
Always check your spam first to see if we have been sent there. If not in spam please contact sales@roofgiant.com with your order number/name and we will have able to help.

Delivery

Your delivery
Please make sure somebody is at the delivery address and able to sign for your items. Please check your goods before signing for them, if any part of your delivery is damaged or faulty please contact us at sales@roofgiant.com or call our sales office on 01858 455055, or email sales@roofgiant.com or alternatively, speak to one of our representatives via our live chat. Do not accept damaged products. As soon as the order has been delivered to your requested delivery address, the risk of any damage or loss passes to you. Go to our returns and refunds section for more information.
Some suppliers/couriers will deliver to these areas but not all, please contact our sales team on 01858 455055 or email sales@roofgiant.com during office hours for confirmation. If we are able to deliver the product you require, additional transport costs will apply, we will be able to confirm this to you. These additional costs are based on the manufacturer, distributor or courier providing the shipping on our behalf.
The estimated delivery times are shown on each product page and refer to working days only. We will email you each step of the way to keep you informed. The majority of products can be delivered within 3 - 5 working days. We will advise you if the delivery period is different from than stated on our website.
We currently offer next day delivery on certain brands (additional charges may apply). If you have a particular item that you require quicker than the guide on our website, please contact our sales team on 01858 455055, or email sales@roofgiant.com or alternatively, speak to one of our representatives via our live chat as early as possible during office hours, they will be able to confirm whether a quicker delivery is possible.

While we make every effort to ensure orders are delivered by the date required, we cannot guarantee availability from the manufacturer or the manufacturer’s delivery schedules.

Please contact our sales office on 01858 455055, or email sales@roofgiant.com or alternatively, speak to one of our representatives via our live chat and we will advise on the status of your order.

Due to current issues across the UK logistics and courier network, some deliveries can take longer than normal which is, unfortunately, impacting customers across the UK.

We always aim to deliver on the delivery date we provide and ship goods within the lead times advertised at the time of purchase on our website. These are subject to change due to availability. We cannot accept responsibility for any delays that are outside of our control, provided we deliver the goods within a reasonable period. If we can’t deliver your items within this reasonable period, you have the right to cancel your order for a full refund, including any delivery charges. Some exemptions apply to bespoke or made to order goods.

We cannot accept liability for any personal damages resulting from delays of the goods, including compensation for lost work and exceptional hire charges in relation to delays. We strongly advise all customers to not schedule or start work before they are in receipt of the goods due to the current logistics issues.

Not as standard, our deliveries are made Monday to Friday. If you do need an urgent Saturday delivery please contact our sales team on 01858 455055, or email sales@roofgiant.com or alternatively, speak to one of our representatives via our live chat during office hours who will be able to confirm. This will incur a premium charge if possible.
This varies depending on the manufacturer, weight, size and location for delivery. The cost is automatically calculated when you add items to the shopping basket. Additional charges may apply to some parts of the country.
Roof Giant will always update you if a delivery date changes. Should the delivery fail because there is no one available to accept the order please note a re-stock and failed delivery charge may apply. Please contact Roof Giant to discuss re-delivery and charges that apply. Please note these are set by the supplier and not Roof Giant therefore will be passed on to you the customer.
Not as standard, we show the delivery charges separately once you go to checkout so it is clear what you are paying for the products and delivery costs. If you are ordering larger quantities please contact our sales team on 01858 455055, or email sales@roofgiant.com or alternatively, speak to one of our representatives via our live chat who will be able to confirm if this is possible.
Products from our online store are delivered using couriers and national pallet distribution networks, as well as manufacturers’ own transport.
Unfortunately, we do not currently offer a click and collect service at this time
No, we only supply goods. CompetentRoofer can direct you to someone that can install in your area.
It is highly likely you will receive multiple deliveries when more than one item has been ordered. As we use a number of different ways to get products delivered to you, we will always use the quickest, most efficient method of delivery. We review our transport methods on a regular basis to keep miles travelled to a minimum. We will keep you updated during the process to make sure you can keep track of your items.
We can, please make sure you confirm any restricted access/special delivery requirements on your order in the “Special Instructions” section before making payment. Restricted access can include steep hills, double yellow lines, a red route, narrow lanes, low bridges, or width restricted roads. If you are unsure please contact our sales team on sales@roofgiant.com with your query. We reserve the right to refuse to make a delivery if you have not informed us prior to delivery of any access restrictions.
These are available but not offered as standard. If you require an offload service, please contact us at sales@roofgiant.com, call our sales office on 01858 455055 or alternatively, speak to one of our representatives via our live chat to discuss your requirements and any additional costs this may incur.
Some of our manufacturers, distributors, couriers can offer this service. Please ask Roof Giant for more information on whether this is available against the goods ordered.
If your order consists of more than 1 item you may receive more than one delivery, depending on stock availability some orders maybe split to enable you to avoid delaying the start of your project. We will keep you updated on your order or you can contact Roof Giant directly on tel no/email/live chat.
Please confirm any delivery restrictions at the time of order, we will need to ensure any restrictions/extra delivery requirements can be addressed prior to processing.
Yes you do, this type of delivery means your goods will be dropped at the kerb therefore you need to make arrangements to move the goods onto your property where is safe to store.
No, not currently. However you may be able to arrange collection from one of our manufacturers/distributors. If you would like to discuss please contact Roof Giant on tel no/email/live chat.
No, please wait until all of your order has arrived before booking your installation. While we make every effort to ensure orders are delivered by the date required, we cannot guarantee availability from the manufacturer or the manufacturer’s delivery schedules.
Yes, it is the customer's responsibility to dispose of all packaging materials used to transport your goods.
Double check with a neighbour or outside of your home before you contact Roof Giant, a calling card should be left to explain actions if you were not in to receive a delivery but sometimes this can be forgotten.
Once delivery has been made it is important you check what has been delivered and, when signing, make comment on the paperwork goods are missing. As goods are delivered by our suppliers Roof Giant will need to discuss this with the appropriate supplier at the earliest opportunity. Please let the Roof Giant team know of any issue regarding an order/delivery within 48 hours.
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