FAQs

If you have any questions, please use the area below to find the answer.

 

1. Am I able to change my order once it's submitted?

If you wish to make any changes to your order, please contact the processing branch as soon as possible. These details are shown on your confirmation email.

Unfortunately it will not always be possible, but we make every effort to ensure changes are made where we can.

 

2. Can I Track My Order?

Unfortunately, it is not possible to track deliveries at this time.

If you have any questions or queries relating to the delivery of your order; please contact our transport department on 01342 820907.

 

3. When will my order arrive?

You will be contacted within 24 hours of placing your order online with the earliest date possible for delivery.

For further information; please contact your local branch, these details can be found on the email order confirmation or by visiting Our Branches Page.

 

4. What should I do if no one has contacted me regarding my delivery?

Firstly, please accept our apologies that you have not been contact regarding delivery of your order.

To contact the branch to arrange delivery you can call or email your local branch; these details can be found on the email order confirmation or by visiting Our Branches Page.

 

5. Can my order be delivered to an alternative address?

Yes, it can. An alternative delivery address can be added during checkout.

 

6. I need my timber cut to specific sizes before delivery, can you do this?

Yes, we provide a timber cutting service in some of our branches.

Please contact your local branch before you order to see if this a service that they can offer. These details can be found by visiting our Branch Locator and entering your delivery address postcode to see what services are available in your local branch.

 

7. You don’t have what I am looking for online, can you get it for me?

Our aim is to please our customers, we will always try our best to get what you are looking for, please contact your local branch to discuss your request further.

 

8. Are all MST’s products available to buy online?

The website showcases most of our key products; however, we have even more to offer you in branch!

 

9. Can I return a product(s)?

We cannot always offer a return service on our products, please call or email your local branch to discuss this further.

 

10. Do you offer a discount to the trade?

As a tradesman, you can apply for a trade account. MST offer two types of trade account; a credit account or cash account.

To apply for a cash or credit account, complete the form online and we will be in touch once your account is verified.

 

11. How to I register my Trade account so I can use my account online?

To use your Trade account online, your account must be registered; registering an account online is easy.

The information submitted on the form will be checked and verified against the data we have for you. This is to ensure the safety and security of your personal information.

Once the information has been checked and verified, you will receive an email. If the check was successful, the email will be asked to follow a link to set your password. You will then be able to trade online with MST.

If the information that has been provided doesn’t match the data held we have for you, the email will ask you to contact our Head Office on 01342 822191, where the account is held. There could be a number of reasons that the information doesn’t match, so our branch staff will there to help get you trade online with MST.

 

12. I can’t access my Trade account online.

To use your Trade account online, your account must be registered; registering an account online is easy. Please go to our Registering My Account Page.

If you have already done this; you will need the email address that you registered with and the password you set and fill these details into the Login to your Online Account section on the login page.

If you have forgotten you password, account passwords can be reset on the login page by selecting forgotten password. If you are still experiencing problems changing your password or logging in, please call or email us.

If you have not yet set a password, please check you emails, we would have sent you an email once we had verified the information you submitted. If your registration was successful the email will prompt you to follow a link and set a password for your account.

If you have not received an email after registering your Trade account online, please check your junk/spam folder. If after 24 hours you still have not received an email and there is nothing in your junk/spam folders then please contact our head office on 01342 822191.

 

13. Can I order goods and collect them from a branch?

Yes, MST now offer a click and collect service on most of our products.

Find out more about this service by visiting our Click & Collect Page.

 

14. Is there a cut off time to get my click & collect order before the end of the day?

Any orders placed after 2pm and outside of branches opening hours will be available to collect by 10am the next working day.

 

15. What if I am collecting an order on behalf of someone else?

You can collect on behalf of someone else, but must have the following to collect the order:

    • The order confirmation email, printed or electronically.
    • A valid form of photographic I.D. for the person collecting the order and the person who has placed the order. For example, driving license or passport.
    • The debit or credit card used to pay for the order.
    • The PayPal transaction receipt; printed or electronically.

If you do not have the appropriate I.D., then we will contact the customer who placed the order to confirm they are happy for the order to be released.

 

16. How long will you hold my click & collect order?

After 48 hours of your order being ready for collection, a member of branch staff will contact you to confirm that you will be collecting the order.

After 5 working days, if the order has still not been collected, the products will be re-allocated.