Frequently Asked Questions

Website Related:

Q: Do I have to register?

A: No, you do not have to register to shop with us. You can do so as a guest.

Q: Do you offer a Trade or Credit Account?

A: Yes, we do! A trading account entails special offers, discount prices all through the year. Email us at [email protected] today and we can help you set up a bespoke trade account that fits your business needs. Find the detailed information of the trade account here

Q: Do I have to be a tradesperson to shop with 

A: Anyone can shop with us! You don’t need to be a tradesperson to shop with us. 

Account Related

Q: I have a problem signing in

A: If you have purchased online before, please log in with the registered email and correct password. Click on our "Login / Signup" icon on the top right corner of the website and enter your login details. 

If you haven't shopped online before, please register your email ID and set up an account. Click our "Login / Signup" page to register

Q: I have forgotten my password 

A: If you have forgotten your password, click on the link "Forgot password?" on the login page and enter your registered email ID. You will receive an email with a link to help you set a new password.

Q: To update or add the address in your account

A: Log into your account using your registered email and password. Go to my account and select the billing or shipping address that needs to be changed, then edit and save the changes. 

To add a new address, select "Address Book" from the right menu and then select "Add New Address" button. Add a new address and save.

Order Related:

Q: How do I know the status of my order?

A: When placing an order, we will send you a confirmation email within a few minutes to your registered email ID. A link will be provided in the email to track the status of your order. After the order is shipped, another email will be sent with the expected delivery date and a link to track the order. 

Additionally, you can track the status of your order using the order number by clicking on the ‘ Check Order Status' tab at the bottom of the website.

Q: I’ve placed an order, but didn’t receive a confirmation email? 

A: When you order online, you will receive a confirmation email in a few minutes to your registered email address. However, if you have not received any emails, please check your spam box.

Q: How do I place an order, when I have trouble making an online payment?

A: We accept online payments by credit/debit card and PayPal account. Payment is verified online through the 3D security system. If your card is not a 3D security card, this may be the reason why your payment is not going through. Make sure the information about your billing address and postcode linked to the card is correct. If you are still having trouble placing an order, try another payment card or try a PayPal account.

Q: My order is missing an item. 

A: Check the delivery label to make sure all items listed on delivery have arrived. Orders containing multiple items can be divided into multiple delivery periods, and you can easily track your order in "My Orders". 

If you received all packages, but an item is still missing, please email us at [email protected] and provide the order number and product details so we can investigate further.

Q: The item I want is out of stock 

A: We refill all out of stock items within 2-3 weeks, but depending on the product and the supply situation, this time frame may be extended. Our website and the systems will be updated accordingly, once we replenish our stock. If the product you are looking for is out of stock, always check the products we recommend as they may meet your requirements.

Q: Can amendments be done, once the order is placed? 

A: Once you’ve placed an order, it is sent immediately and processed for delivery. So changes cannot be done, once the order is placed.

Q: Can items be added to existing online orders?

A: We cannot add anything to an existing order. Therefore, you can choose one of the following options: 

  1. You can place another order for the item you want 
  2. If the existing order has not been processed, you can cancel the order and place a new order that includes the items you wish to order.

Q: I wish to cancel the order I just placed. What is the process? 

A: You can cancel an order online (not including custom products or custom made products) and get a full refund by notifying us by email at any time before the product is shipped. When writing to us, you must include your order number and the reason for the cancellation. If you wish to cancel an order that had already been dispatched then you will be charged a fee accordingly.

Q: What do I do if the product I received is faulty/damaged?

A: If the product you received is faulty or damaged, you have 30 days after the date of delivery to contact us via email or our customer service team online via chat. When you contact us, please provide the proper order number along with the images of the product.

Our team or the manufacturer's representative will come and inspect the faulty product and only if the product is found to be damaged or faulty after inspection, a full refund will be initiated. After the 30-day window, no refund can be claimed, the product will only be replaced or repaired, after we complete investigations.

Please note: The customer can install the installation themselves, or have a tradesperson (who is certified to carry out the insulation installation) do it for them. In any case, the person carrying out the installation needs to be competent and follow the relevant British standards plus best installation practices.

Q: The damaged order was refused. How do I cancel my order? 

A: You have every right to refuse the damaged delivery and return it to us. You must sign the POD (Proof of Delivery) document as "damaged" or "rejected for damage". The next step is to contact our customer support team online via chat or email to notify us that your delivery was declined and confirm that you wish to cancel the order. We will contact the relevant delivery service to inform them to return the goods after cancellation. After damaged products are returned and inspected, our team will process your refund. 

Q: Can my order be changed?

To make changes in the order that has not yet been processed, please contact us via chat or email. However, if the order status is changed to "ready to ship", "shipped" or "delivered" status, we will not be able to accept any changes in it.

Q: The wrong product was delivered to me. What do I do?

A: If you were delivered an incorrect product due to our fault, please contact us through the online customer service or email us on the same day you receive the shipment and provide the order number and a photo of the incorrect product you received. Photographic evidence should be provided as this will remove any doubt about the product and help provide a quick solution. Once this has been investigated, the wrong products will be picked up and the right products delivered free of charge. We will keep you updated about pick-up and re-delivery dates. The time to resolve the problem should not exceed 1 to 2 business days.

Q: Why have charges been applied to my order? 

A: The following are a short list of reasons to charge for your order:

  1. If you cancel the order after it was dispatched.
  2. If there is no one present when the delivery arrives. 
  3. If delivery was refused when the sent items were correct. 
  4. If our delivery partner was not able to deliver the products because you have not provided proper instructions or given any prior notice of restricted access.

In the cases above, the fee will be deducted from your refund or a unique link will be sent to you to make the payment through our website.

Payment Related:

Q: What are your accepted payment methods?  

A: You can use a debit or credit card to shop on our website. Alternatively, we also support Gpay, ApplePay, Bank transfer and PayPal transactions. You can choose the payment method you are comfortable with at checkout.

Q: Which currency will I be charged in? 

A: As of now, we only support the British pound (GBP £). Even if your credit or debit card uses other currencies, you will be charged in British pounds (GBP £). Your bank will use the corresponding exchange rate for the currency of your choice

Q: What do I do when placing an order, if I have VAT exemption? 

A: We cannot cancel VAT at the time of purchase. Once you place an order with us, please send a copy of the invoice and any VAT exemption documents to our email ID [email protected] and we will forward it to our finance department.

Q: My payment does not go through or I am receiving an error message, what do I do? 

A: Please check the payment details you entered, you must enter them correctly and there can be no extra spaces. If you are still not able to make the payment, take a screenshot of the error message you see, and then email us.

Delivery Related:

Order Processing: 

We take 2-3 working days to process your order. The lead time for special orders will be 10+ working days, which will be informed to you in advance. All orders are provided directly by the supplier. Therefore, weekend deliveries may not be possible.

All deliveries require a signature. If you provide a mobile phone number, you will receive a free text message around 7 am on the day of delivery, informing you of the approximate time of delivery, the driver's name and the real-time tracking link.

Q: Can I schedule my delivery date or time slot?/Can I request a delivery date?

A: You can request a specific delivery date. Contact us by email or chat to inform us of the date you need the order delivered. After contacting the relevant supplier, we will confirm via email, if the delivery can be completed on the required date.

Q: I am not going to be in to receive my delivery. Can anyone accept the delivery on my behalf?

A: If you are not in at the time of delivery, you can nominate a person to accept it on your behalf. Share the name and the contact details of your nominated person with us via email, to ensure smooth delivery. 

If we cannot contact or locate this person the delivery will have to be aborted and charges may be levied. Additionally, once the proof of delivery (POD) is signed either by you or your nominated person, we consider the delivery completed and will not be responsible for the product, unless it is found faulty.

Q: Can I delay my delivery?

A: We cannot delay processing an order. However, if you wish to receive an order on a specific date, that is possible. Write to us at [email protected] and notify us of the date on which you would like your product delivered. We will get back to you on your request promptly, but we cannot delay a processed order. If you require more information, please view our Delivery Information page.

Q: How much is Delivery?

A: Free delivery is applicable on selected goods for orders between 125 - 610 pounds, ex.VAT, on selected postcodes. Flat postage costs of 20 pounds Ex.VAT is applicable on selected HVAC goods. Delivery charges on products are calculated accordingly and displayed in the checkout page.

Q: Do you deliver on weekends?

A: Although you can place an order with us anytime, we will not deliver on weekends. Weekend delivery will be scheduled on monday.

Q: Will all my items turn up in the same delivery?

A: When more than one item is ordered, it is very likely that multiple deliveries will be received. We always use the fastest and most efficient delivery method. You can track your order with the link and order number that you receive in an email when the orders are shipped. 

Q: Can my order be delivered to a different address?

A: You can choose from existing addresses in your account or you can add a new address when placing an order and have it delivered to the address of your choice.

If you have already placed an order, you can use the tracking number in the confirmation email to change the delivery address through the Buy Insulation Online website. Additional fees and restrictions will apply. For more information, visit www.

Q: Do you deliver outside of the UK?

A: We deliver only within the UK as of now.

Q: Where do you ship? 

A: We currently ship within the United Kingdom however there are postcodes and areas we do not deliver to in the UK

Q: What does Kerbside Delivery mean? Do you do it?

A: Yes, we do kerbside delivery. Kerbside delivery means that the delivery will be made as near as possible at the place you mentioned, and then you will be responsible for unloading the merchandise from the vehicle. Unless there are restrictions mentioned above, the carrier will ship vehicles of any size to you, including articulated vans. Since road delivery requires on-site unloading,it is  required that you have sufficient manpower to unload the merchandise when you make the delivery.

Please note: Charges will be applicable if you fail to provide us with any delivery restrictions or there is a lack of manual offload.

Q: Will you deliver to areas with restricted access that are difficult to find? 

A: We promptly deliver where we can. However, before you place the order, be sure to confirm in the "Special Instructions" section if your order has any restricted entry / special shipping requirements. Restricted access areas may include steep hills, double yellow lines, a red route, narrow lanes, low bridges, or restricted width roads. If you are unsure, please email us at [email protected] and provide your inquiry. If you do not notify us of any access restrictions prior to delivery, we reserve the right to refuse delivery.

Returns Related:

Q:  Do you accept returns? 

A: We acknowledge returns under the following conditions: 

- The item must have been brought from our online store

- The item shouldn't be used in any way 

- The return request should be made within 14 days after the day of delivery. 

- If you are unhappy with any of the goods, please return them in the condition they were supplied, within 14 days after the receipt.

- The customer is responsible for the postage fee while returning the goods. Any business customers, not consumers, could be charged a 25% restocking fee on all returned goods, excluding damaged or faulty products. On receipt of the returned goods, a refund will be initiated within 14 days. Note that we reserve the right not to accept the returned goods and your payment will not be refunded if the products are not returned in the original packaging and resalable condition. We can't be held responsible for goods lost or damaged in transit, therefore, we recommend that you pack them carefully and obtain proof of dispatch. Your statutory rights are not affected.

- A 25% restocking charge will be charged to businesses on goods ordered incorrectly and subsequently returned. If you would like to discuss the return of any item, please email us at [email protected].

The items that you return need to be in their original packaging (with the tags), in a resalable condition along with its proof of purchase. You’ll also have to return any promotional items that came with the product.

The non-resalable items are the following:

  • Made to measure or bespoke products which have been made to your specifications or personalized or which due to their nature cannot be returned.
  • Specially obtained/ordered goods.
  • Plaster based products (e.g. multi-finish).
  • Goods that have been fitted/installed.

Due to the nature of these goods, unless they are faulty, we’re unable to offer a refund. 

The above conditions do not affect your statutory rights when products are faulty, or not as described.

Q: Can I exchange an item? 

A: We do not exchange any item. If you wish to exchange an item, we request you to return the same and then place an order for the item you want. You can write to us before you place an order for return  [email protected]

Q: Are returns free? 

A: We will bear the costs of return when: 

a) If the products are faulty 

b) Any upcoming change to the product

c) Delay in delivery due to events outside our control

d) An error in pricing or description. 

In all other cases, you must pay the costs of return.

When we are to refund you the return costs- we consider the prices of the least expensive delivery service and refund you for the delivery cost, irrespective of the delivery method you would have used. 

Q: What is the duration to process a return?

A: Returns are processed within 14 days after receiving the package. Once your return is accepted, the refund will be processed immediately.  

Q: How do I return goods to Buyinsulationonline?

A: You can log into your account and go to "Your Orders", then request a return. You can get all the necessary information on the return and refund page at the bottom of our website.

Q: Can I return something even if it’s not faulty?

A: Yes, if you are not happy with the product, you can return it, even if it isn’t faulty/damaged. Please ensure that the product is returned within 14 days after the day of delivery, and it is unused and in re-salable condition. Return the goods in their original packaging along with all promotional products related to the purchase. 

Certain items like bespoke products cannot be returned.

Your refund will be credited within 14 days of receipt of the return. A 25% restocking fee may be applicable to businesses that will be notified to you via email. All refunds will be made using the payment method you used.

Refunds Related:

Q: When will you refund me for the returned product? 

A: Refund for your return will be done according to the payment method you used within 14 days of receipt of the confirmation from the supplier, that you have returned the product.

If the product is mishandled or found to be in violation of the manufacturer's instructions, a fee will be deducted from the full refund. For more information on returns, see our cancellation, return and refund policy.

Q: I’ve not received my refund yet, how long does this take?

Refunds, once processed, can take 3-5 working days. Items collected directly by the supplier will be refunded within 14 days. If you have not received your refund within this time, please email us at [email protected]

Technical Questions: 

Q: Do you offer U-value calculations?

A: Unfortunately no, as there are too many different variables that affect the U-value. Although we can use many calculators provided online to perform calculations, it may not yet be an accurate calculation. We recommend talking to the controller or architect of your building, they will be able to make precise calculations and specify the products that achieve it.

Other Questions:

Q: Do you offer warranty on the products?

A:  We do not offer any warranty on the products sold on the website.

Q: Will my details be passed on to anyone else?

A: BuyInsulationOnline will never pass your details to any third party. We will however, share only relevant information with the courier services that we hire for the delivery.

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