Frequently Asked Questions

Without affecting your Consumer Cancellation Right, you can cancel your order at no cost, at any time before we dispatch that product.

However, if we’ve already cut or made a product to your specific measurements, or personalised it for you in any other way, this right to cancel doesn’t apply.

Before we’ve accepted your order, we reserve the right to tell you that your order has been rejected for any reason. In particular, all orders are subject to stock availability. We’ll tell you as soon as possible if we can’t supply one or more of the Products that you’ve ordered. If we can’t contact you about these out-of-stock Products, we’ll accept your order for the Products we do have in stock. If you’ve already paid for the unavailable products, we’ll give you a refund for their purchase price.

Natural Products Due to the nature of some of our natural stone products, such as but not exclusive to decorative aggregates and natural pavings, there might be colour, size and or shape variances to what is advertised. We have functionality to send out sample products for you to see before purchasing on the individual product pages.

Please contact us if there’s an issue If there are any issues with the Products you’ve ordered, please contact us straightaway so we can help. You can email us at hello@forwardbs.co.uk or call us on 0151 357 1035. Please have your order number to hand as well as details of the affected Product(s). If we offer you a refund, this will be credited to the card used to purchase the affected Product(s).

Please note: Any specific delivery dates required have to be agreed prior to purchasing products with a colleague and confirmed in writing.

We deliver Monday to Friday (excluding Bank Holidays), between 8am and 5pm. We don’t offer a delivery service over the weekend. We deliver to all mainland locations in England, Scotland and Wales only.

Branch deliveries within our local area are free and typically delivered within 5 working days. We try our best to accommodate delivery requests stated in the notes section of your order, and will be in touch if we don't think they are possible.

Nationwide deliveries outside of our local area have 2 options:

• Parcels - Order before 1pm for next working-day delivery (In-stock items only)

• Pallet Deliveries - Order before 10am for 2-working days delivery (In-stock items only)

Do you qualify for branch delivery? Click here to find out

Kerbside delivery applies to both branch and pallet deliveries. For our full delivery policy, please visit our T&Cs.

All the Products within your order must be delivered to one single address. We’ll always try our best to meet the estimated delivery timescales we give you. However, we won’t be held responsible for any failure to deliver your order within the stated timescales, provided we deliver the products within 30 days of receiving your payment, or within a longer time period if we’ve expressly agreed this with you. If we can’t deliver your order within this timescale, we’ll let you know and give you the opportunity to either wait for the products or cancel your order. If you choose to cancel, we’ll give you a full refund including any delivery charges that apply.

We strongly recommend that you don’t book fitters or tradesmen until we’ve delivered your order in full and you’ve checked it over. Please note that we can’t be held responsible for any charges made by fitters or tradesmen as a result of your order not being delivered, or because you didn’t check your delivery before booking their services.

We’ll always try to make one single delivery where possible, to minimise inconvenience. However, this may not always be possible.

Where your order contains a mix of products with different delivery lead times, the longest lead time will apply to the entire order.

Please call 0151 357 1035 or email hello@forwardbs.co.uk if you have any queries relating to any product stock-levels, or an order you have placed.