Frequently Asked Questions

WHO CAN ORDER FROM INSULATION WHOLESALE? 

Anybody can order from Insulation Wholesale. We are primarily a Business2Business supplier, but we also sell to the public. 

DO I HAVE TO REGISTER ON YOUR WEBSITE? 

No, you don’t have to register, however, if you register, you will be able to view your previous orders, save and edit your billing and shipping addresses, update payment methods and return to previously saved shopping baskets. 

I’VE FORGOTTEN MY PASSWORD, CAN I RESET IT? 

Yes, if you have forgotten your password, click here to reset it:

https://insulationwholesale.co.uk/my-account/lost-password/ 

CAN I APPLY FOR A TRADE ACCOUNT OR CREDIT ACCOUNT? 

Yes, we offer the option to pay later with Two Payments as an alternative to a credit account. This credit facility is available to Limited Companies at checkout.

HOW CAN I PAY FOR MY ORDER? 

Payments can be conveniently made through our online checkout page. We accept a wide range of payment options, including all major credit and debit cards, including American Express. Additionally, we provide alternative payment methods like bank transfers, Google Pay, Apple Pay, TWO Payments and SuperPayments.

Opting to pay with SuperPayments comes with a special benefit – a 1.5% cash reward will automatically be deducted from your next purchase with us. As a welcoming gesture to new SuperPayments users, we offer a £5 bonus. Once your order is placed, you’ll receive an automatic sign-up email. You have seven days to download and register the cash reward with the Super app, which takes about 30 seconds.

Please be aware that if you register on the 8th day or later or fail to register with the SuperPayments app, your Cash Rewards will expire. Once successfully signed up, the cashback reward remains valid for 12 months. Upon receiving your order, you’ll receive an automated email from us containing your order details, the amount due, and our bank information. Once your payment is received, we will promptly process your order.

WHAT IS A MINIMUM ORDER VALUE? 

The minimum order value is £200.00 ex VAT which applies to the standard delivery areas highlighted in green on the map (please check our Delivery Information page). The following delivery charges would apply:

*Order value between £200 – £349.99 ex VAT delivery charge £50 ex VAT  

*Order value between £350.00 – £ 499.99 ex VAT delivery charge £30 ex VAT

*Free delivery is available for orders above £500 ex VAT.                                                                                                                                                                

CAN I COLLECT IT FROM YOUR WAREHOUSE? 

Unfortunately, we don’t offer a collection service. 

CAN I ADD IT TO MY EXISTING ORDER? 

Most likely you still can, if the order hasn’t yet been picked up and ready to leave the warehouse. Please call us on 0203 318 7316 or email [email protected] for assistance. 

AM I ABLE TO GET A QUOTATION? 

To obtain a quotation, email our sales team via [email protected] You will need to provide the name or a code of products you are after, quantities and delivery information for a full quote. 

HOW DO I OBTAIN AN INVOICE FOR MY ORDER?

We send invoices to the email address which is stated in the order once the order gets processed. If you require a copy of the invoice, please email the support team at

[email protected] to request one. 

CAN I BUY YOUR PRODUCTS AT A ZERO RATE VAT IF I AM A DISABLED PERSON? 

If a VAT registered contractor is carrying out the work for a disabled person – we have to sell our products with VAT and then the contractor will deduct the VAT from their bill to the customer. If it’s a non-vat registered contractor – we can sell the goods to a disabled person, but we need an eligibility declaration and evidence from the contractor that they are being paid to do eligible work for the disabled person. If a disabled person is doing the repairs/installation himself/herself, VAT is fully payable. 

CAN I PLACE AN ORDER OVER THE PHONE?

You can place an order over the phone however, we are unable to take payments over the phone. We can take all the details i.e. products required, billing and delivery details, and create a manual invoice containing a payment link which we will send to you by email. The link will take you to our website checkout page where payments have to be made. We accept all credit and debit cards, including American Express. We also offer alternative payment methods such as bank transfer, Google Pay and Apple Pay.

CAN YOU SOURCE INSULATION THAT IS NOT ON YOUR WEBSITE?

Yes, we can source insulation products that are not on our website from our 3rd party suppliers as well as directly from manufacturers or distributors. If you are in need of a material, but cannot find it on our website, please contact our sales team via email at [email protected], and they will be able to assist.

CAN I GET A SAMPLE?

Unfortunately, we don’t offer samples.

WHAT IS PIR INSULATION?

Polyisocyanurate, known as PIR, is one of the most favoured insulating materials. PIR insulation has a lot of advantages, including vast brand availability such as Mannok, Ecotherm, Celotex, Recticel, Xtratherm and Kingspan which allows guaranteeing the stock and availability. PIR continues to be a top choice for professionals in the insulation industry, largely because of its application versatility (floor, wall and pitched roof applications ), efficiency and simplicity when handling.

WOULD THE BRAND OF PIR BOARD AFFECT IT’S PERFORMANCE?

Polyisocyanurate foil faced boards provide the same performance. You can find detailed information such as Data Sheets and Declaration of Performance on each product page in the Product Documents section.

WHY WOULD I NEED A FOIL TAPE WHEN BUYING PIR INSULATION BOARDS?

Aluminium reflective jointing foil tape is ideal for protecting all types and brands of foil facing insulation joints and protects from moisture and vapour.

CAN YOU SPLIT KINGSPAN INSULATION PACKS?

Unfortunately, we do not split Kingspan Insulation boards. These are sold as they are produced by the manufacturer securely wrapped in packs, to avoid possible warehouse handling damages.

HOW TO STORE INSULATION?

Insulation boards should be kept in a dry, weatherproof location on a flat surface. If the insulation boards are wet, they may lose their effectiveness. If the boards come into contact with a small amount of moisture, they should be quickly wiped and allowed to dry. Please note that whilst being rigid, insulation boards may break if walked on due to the interior foam core that may collapse.

DO YOU OFFER U-VALUE CALCULATION?

Unfortunately, we do not offer U-value calculation, but this information can be provided by every manufacturer. Please feel free to reach out to us on 0203 318 7316 and our team can direct you to manufacturers’ specialised teams. Once U values and materials are confirmed you can proceed with your purchase through our website.

WHAT IS EUROCLASS “REACTION TO FIRE” RATING?

It is an evaluation of a product’s behaviour in the presence of a direct ignition source is known as a Euroclass “response to fire” rating. The behaviour is graded on a scale from A1 to F, with A1 being the highest degree of performance and F representing the lowest level. Relevant Fire performance on materials can be found in the Declaration of Performance Document you can find on each product page on our website.

DO YOU DELIVER ON WEEKENDS?

Unfortunately, we do not operate on weekends.

DO YOU OFFER NEXT DAY DELIVERY?

We aim to complete deliveries within 5 working days, however most of the orders are scheduled for delivery the next working day. Although, it does depend on the availability of materials.

CAN YOU DELIVER OUTSIDE THE UK?

We do not offer delivery outside of the UK at present.

WHEN WILL I KNOW MY DELIVERY DATE?

We will contact you a day before your delivery, to confirm the date within the lead time provided on the website.

HOW MUCH DOES DELIVERY COST?

The standard delivery area we operate is highlighted in green on the map (please check our Delivery Information page). The minimum order value is £200.00 ex VAT which applies to the green areas on the map below. The following delivery charges would apply depending on total order value:

*Order value between £200.00 – £349.99 ex VAT delivery charge £50 ex VAT

*Order value between £350.00 – £499.99 ext VAT delivery charge £30 ex VAT

*Free delivery is available for orders above £500.00 ex VAT.

CAN I COLLECT FROM YOUR WAREHOUSE?

Unfortunately, we don’t offer a collection service. 

WHAT HAPPENS IF I AM NOT HOME FOR MY DELIVERY?

We advise customers to be at the delivery address on the day of the delivery so that the goods can be accepted, assessed and signed for.

WHAT IF MY DELIVERY IS LATE?

We always aim to deliver on the delivery date we provide and deliver materials within the lead times advertised at the time of purchase on our website. Building Materials Wholesale may not be held liable for any failure to deliver by any stated time or date or any consequential loss resulting from late delivery that could happen in various unforeseen situations that can occasionally occur.

HOW DO I RETURN MY ORDER? I HAVE ORDERED THE WRONG PRODUCT

We hope you’ll be pleased with your purchase. If you should change your mind and wish to return anything purchased online from us we’ll be happy to refund or exchange the goods within 14 days of delivery, provided the return is made in accordance with the Returns and Refunds policy. 

WHAT IS THE RETURN PROCEDURE?

After forwarding us a couple of images of the materials you wish to return, and providing a reason for this return, we’ll arrange a collection with the haulier. Please note the goods must not be unpacked and be sent back in the same condition as they were received. Once materials have been confirmed are back in the warehouse and inspected, we’ll process the refund after deducting collection charges.

CAN I RETURN OPENED PACKS OR LEFTOVER MATERIALS?

Unfortunately, we can only accept materials that will be in a resalable condition.

WHAT ARE THE COLLECTION CHARGES?

Collection charges will be confirmed on the day of enquiry. An additional charge of 15%-25% restocking fee may also apply.

WHAT DO I NEED TO CONSIDER WHEN ACCEPTING MY DELIVERY?

Do not accept damaged products. If possible, take a picture of the damaged materials and refuse delivery. The company will not accept claims for damaged materials if the delivery note is not signed for as damaged. Instead, any damages must be clearly written on the driver’s delivery note, and Building Materials Wholesale must be informed accordingly. 

WHEN WILL I RECEIVE MY REFUND ONCE THE MATERIALS HAVE BEEN COLLECTED?

Once the warehouse has confirmed that materials have been returned, they have been inspected, and the quantity is confirmed, we will then process the refund back to your original payment method. The refund should reach your account within the next 3-10 working days.

WHY IS BUILDING MATERIALS WHOLESALE OFFERING TWO PAYMENTS?

Building Materials Wholesale is partnering with the best finance providers to give you more flexible credit options when paying for goods and more time to pay. That’s why we partner with Two, the Buy Now, Pay Later payment method for businesses.

HOW DOES TWO PAYMENTS WORK?

Purchasing with Two comes at no extra cost to you and allows you to check out in just a few seconds. All you need to do is enter your company name and your company’s invoice email address. Two sends the invoice directly to your company, and you have 30 days to pay the invoice.

WILL THIS AFFECT MY CREDIT SCORE?

Before you can start paying later with Two, they will perform a soft credit search on your business to check if you’re eligible. These kinds of searches have no impact on your credit score.

WHAT IS TWO?

Two has been specifically designed for merchants, by merchants. Two helps businesses grow by removing credit risk, losses, and the delay in payment for products sold. The Two team is leading the way to a brighter future for B2B payments with their experience from large banks, B2B e-commerce, lending, and payments.

WHAT DOES IT COST?

There are no extra fees and 0% interest if you pay with Two, as long as you settle your invoice when it’s due.

• Two takes care of all the paperwork – they send the invoice directly to your company
• Purchase in one click
• Save that credit card for when you really need it
• Purchases via Two have no impact on your company’s other lines of credit

WHEN PURCHASING WITH TWO, WHY DO I HAVE TO VERIFY WITH YAPILY?