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FAQs & help

Online Shopping

How can I pay for the goods I order?  
Which cards do you accept?  
Can I order on-line and collect from store?  
Do Rolfe’s DIY prices include VAT?  
Can I have a VAT receipt?  
Will my order include a sales receipt?  
Are Gift Vouchers available online?  
Are on-line prices the same as in-store?  
Are all Rolfe’s DIY products available on-line?  
Can you help me with technical or specific product queries on the items shown prior to my ordering them?  
 

Order Processing and Delivery

Why am I being charged extra for packaging and delivery?  
Can I track the progress of my order?  
How much are your delivery charges?  
Will I be contacted prior to despatch of the item?  
Can my order be delivered to an alternative address?  
What if I am not satisfied with my purchase or the service I receive?  
 
 
 

Online Shopping

How can I pay for the goods I order?  

We offer 3 ways to order. You can use our secure on-line payment system including Paypal, or telephone our Sales Professionals on 01797 363192. Thirdly, you can visit our store in New Romney where our team will be pleased to serve you.

 
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Which cards do you accept?  

You can use Maestro, Mastercard and Visa Debit and Credit Cards using our secure online payment system.

 
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Can I order on-line and collect from store?  

Yes, providing you have an appropriate proof of identity and proof of your order

 
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Do Rolfe’s DIY prices include VAT?  

Yes, all our prices include VAT at the prevailing rate applicable to the product.

 
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Can I have a VAT receipt?  

All orders are shipped with a sales receipt which includes VAT information.

 
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Will my order include a sales receipt?  

Yes certainly, a sales receipt is enclosed with all orders prior to despatch

 
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Are Gift Vouchers available online?  

Not at present. You may purchase Rolfe’s Gift Vouchers at our New Romney store.

 
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Are on-line prices the same as in-store?  

We aim to maintain a competitive level of pricing both on-line and in-store. We reserve the right to offer specific promotional offers or exclusive discounts in either location.

 
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Are all Rolfe’s DIY products available on-line?  

No, we offer an extensive selection of our in-store product on-line which is why we suggest that if you are seeking a product that is not currently shown, then telephone us to ascertain price and availability. We will be pleased to be of service to you.

 
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Can you help me with technical or specific product queries on the items shown prior to my ordering them?  

Yes, that is all part of our service. Usually, we will show as much product and technical information as possible to enable you to make a decision. However if you have any further queries, then you can email our Customer Services or telephone 01797 363192

 
 
 

Order Processing and Delivery

Why am I being charged extra for packaging and delivery?  

We like to maintain a competitive level of pricing, as well as ensure that the goods we despatch arrive in the condition that you would expect. We only use reliable and efficient delivery agents such as Royal Mail and Parcel Force. This is all part of our service to ensure that your buying experience is a positive one

 
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Can I track the progress of my order?  

Yes you can. Once you have placed your order you can track it's progress through our system by using your account link at the top of any page on this website.

 
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How much are your delivery charges?  

The cost of your delivery is calculated on the total value of your order.

 
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Will I be contacted prior to despatch of the item?  

Yes. We will email an acknowledgement of your order as soon as possible and prior to shipping the item to you

 
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Can my order be delivered to an alternative address?  

Yes, providing relevant safety and security checks are passed.

 
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What if I am not satisfied with my purchase or the service I receive?  
 

If you are not satisfied at any time with the service or item you receive. Please contact us as soon as possible by email. We make every effort to give our customers the finest quality service available.

 
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