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FAQ's

How Can We Help?

Below you'll find a range of frequently asked questions (with the relevant answer). If you can't find a suitable answer then send us a message.

 
Order Enquiries

How do I place an order?

Ordering from us is really easy, and can be done in a number of ways. You can place an order online, by adding products to your basket and then paying with your card via our secure payment gateway; you can order in person at our premesis or you can call us on 01547 530419 to place your order.

If you order offline (i.e. in person or over the phone) then you won't be able to track your order or view details of it when you login to your account as we don't load manual orders to the system.

Can I track my order?

Sure. When you place your order with us we'll send you an email confirming your order and will then get it ready for shipping. Depending on the order type and the shipping type, you may see details and be able to track your order, when you login to your account and select to view your order history.

Alternatively, you can always check your order status by visiting the link shown in the footer called - Orders & Returns, and entering your order details (if you are registered with us then it's always best to login to your account).

What happens if I’m unavailable to take delivery?

With smaller, non roofing products, we usually ship via Royal Mail or our chosen courier. If you are not available to take delivery, then Royal Mail / the courier will leave a delivery card to inform you of the parcel's location or next available delivery date. Your parcel may be left in a safe place i.e. a porch or with a neighbour. However, if this is not possible, the courier will make three attempts to deliver your parcel, usually on consecutive days, before returning the parcel to the depot to await further instructions.

With roofing products, we will arrange a suitable delivery date with you directly prior to coming (as we use our own vehicle so can be much more flexible and deliver at a time that suits). In such instances where we arrange a delivery, you must be available to take receipt of your order. You can, on occasion, rearrange your delivery slot with us up to 24 hours before the scheduled delivery takes place by calling us on 01547 530419.

Please visit our delivery info pages for full details and pricing. For roofing sheets & flashing deliveries click here and for normal postal deliveries, please click here. You should also visit our Terms & Conditions which explains your rights in more detail.

Can I amend an order once placed?

That depends on what you've ordered and how long ago you placed the order, and had the order confirmation email.

If you definitely want to amend your order it's best to actually ring us on 01547 530419 so that we can check everything's ok to change, prior to despatch to avoid any complications and additional charges.

You should also visit sections 5 & 7 of our Terms & Conditions which explains your cancellation, exchange, refund and alteration rights in more detail.

Can I view my order history?

Yes, if your order was placed online then it'll remain visible in your account (under 'My Orders') for as long as you remain a customer, and as long as data protection and other regulatory guidelines allow.

If you want to check a previous order, or get a duplicate invoice and it isn't showing in your account then send us a secure message from the contact page and we'll be able to do that for you.

Delivery Options

What delivery options do you offer?

We offer two main types of delivery - Roofing Sheets & Flashings will need our own delivery and full details can be found on our Delivery Info page.

If your order does not include roofing sheets or flashings then we'll usually send it via courier or Royal Mail. Full details can be found on our Postal Delivery Info page.

Do you offer next day delivery?

That's not possible due to the bespoke nature of the products we sell, so no we don't.

That being said, if you order a smaller item such as an accessory, a free sample or something that's sent via Royal Mail, then the chances are you'll receive it within a day or two after we send it.

Do you offer international delivery?

Unfortunately not. We only offer delivery to specific regions as detailed in our Delivery Info page.

What is your cut off time for delivery?

We don't really have one. You can order from us via our website 24/7 - 365 days a year.

We always try and get your order shipped at the earliest convenience. It's pointless having it lying around our warehouse so when it's been picked and sorted then it'll be shipped pretty soon afterwards.

Can I track my parcel?

Yes, if the items ordered were shipped using a courier or signed for service.

Unlike other companies, our shipping methods are quite strict due to the nature of the products we specialise in. Therefore it's best to read our delivery info pages and if you can't find the answer to your query, give us a call and we'll then be able to answer your specific query accurately.

My question isn't answered?

If you can't find an answer to your query, please send us a secure message and one of the team will get back to you as soon as possible.

Alternatively, give us a call on 01547 530419 during normal office hours.

Quote Calculators

What are the quote calculators?

Our quote calculators provide a simple way to get a bespoke quote, by completing a few preference options with the correct amount of products quoted for to help minimalise wastage and to show a more realistic cost of the project.

We have two types of calculator; one for normal roofing sheets and one for curved roofing sheets.

How do I use them?

Using the calculators is really simple. Starting with the main roofing one, you go through 6 stages starting with the roof type, the profile & finish, your measurements, the type of flashing required, whether you'd like any extra fittings or accessories and finally you can add your details and have the quote emailed to you (and us) so we can provide a bespoke quotation.

If for any reason you do not complete the personal information on stage 6 of the calculator, you'll not receive an email and the quote will not be sent to us and will not be complete. So whilst you can play around with the calculator to get various outputs, only once you complete the personal details at stage 6 will the quote become live and you'll be presented with a reference number which should then be used in all future correspondence regards that particular quote.

Using the curved calculator is much easier - just complete any two fields and the calculation will display there and then, underneath. This does not send a copy to us, nor does it email you a copy. It is purely a live calculator which will calculate the measurements for your curved roof. At the end, you will be presented with an option to print the results, which you could then always send to us if you wanted us to provide a bespoke quotation for you.

If you're unsure on using the calculators, you can still call us directly for a bespoke quote on 01547 530419 during normal office hours.

What happens after I submit my quote request?

Once you submit your quote (not applicable to the curved roofing calculator) you'll be presented with a confirmation page which will outline your requirements and also provide a unique reference number.

You'll also be sent an email, in similar layout to the confirmation page, and we'll also be sent a copy with a copy saved on the system. We will then check the requirements and respond to you, usually via email, within a matter of hours detailing the overall cost.

At this point you can then either head back to the website and add the amount of items quoted, to your basket and complete the order online or you can call us and complete the order verbally over the phone.

Quotations are valid for 30 days and subject to stock and availability. The final price will clearly outline whether VAT is inclusive or not. If unsure or if not clearly marked then please contact us so we can clarify prior to completing your order.

Can I add my quote to my shopping basket?

Yes, once we've responded to you with a list of how many items you'll need you can just go back to the site and add them directly to your basket and complete checkout.

At the present time we do not have any plans to allow conversion of quote to basket to completion of order as there's too many permutations to take into account which is why we provide a manual bespoke quote, to ensure you aren't ordering and wasting money unnecessaily.

Can I edit my quote?

Once you've submitted it then no, you'd need to redo another.

It's recommended that prior to completing your personal information at stage 6 of the quotation calculator, you have a good play around and go back and change things to suit before submitting your request.

If you don't need a quote that you've previously submitted, please let us know by replying to the quote email stating it is no longer required.

Can I print a copy of my quote?

Yes. There's an option on the final stage of both calculators to print a copy of the quote.

If you'd like to save it as a pdf then you can click the print button and when you see the print pop-up, just change the destination dropdown option from your printer to Save As PDF and then you can save it as a .pdf document instead of actually printing a copy.

Remember a copy will be emailed to you, you should receive this within a matter of minutes from clicking the submit button.

I'm not receiving your emails, what can I do?

If for any reason you've not received the quote receipt email please first check your Junk / Spam folder. If you see the email in there please ensure you click us as a safe sender so that our future emails do not get missed. You can also drag-and-drop the email from the spam / junk folder directly into your inbox which should then mark it as safe with certain email clients.

If you haven't got the email at all, then give it an hour and then call us on 01547 530419 and we can check the system to confirm we received the quote, and provide it to you there and then verbally over the phone (if required).

What happens with my personal information?

Nothing! In line with our responsibilities as a data controller we will only use your personal information for the purposes it was intended. So as you're requesting a bespoke quote, we'll only use your information for the purpose of providing you the quote.

Once we've dealt with the quote your details will remain securely on our system until such time we close it off completely and purge the data, which will usually be within a few months. We only retain the data for a period suitable to answer historic queries received.

Full details of how we use your personal information can be found in the FAQ option below or by visiting our Privacy Policy & Cookie Policy pages.

Can't find an answer to your query?

If you can't find an answer to your query, please send us a secure message and one of the team will get back to you as soon as possible.

Requesting Free Sample

how many samples can I order?

You can order as many samples as you like! We don't restrict the amount you can order, all we do ask is that you don't unnecessarily order them.

To order your free samples, just head on over to our dedicated ordering page here.

What types of sample can I request?

The available samples are for our steel products only (i.e. Fibre Cement and Insulated Panel samples can not be requested).

This means you can order a sample of any of our steel roofing sheets, in whatever colour you decide (from the options available / request a custom order) to check the look and feel prior to purchasing a quantity order.

For any further information please contact the team and we'll be pleased to help.

What will I be sent?

When you request a colour sample you will be sent a 100mm x 100mm flat piece to illustrate the colour and texture only.

You can select more than one colour sample if you require multiple colours, but we do not send out profiled colour samples.

What size is the sample?

The sample is a 100mm x 100mm flat piece of sheeting, designed to illustrate the colour and texture only.

When will I receive my sample?

We generally ship your samples the same day we receive the request, usually by Royal Mail so there's no real delay and you should therefore receive your samples within a matter of days.

Delivery of your requested sample(s) is anticipated to take between 1-3 working days in most cases, unless otherwise stated.

If for any reason you've not received your sample after a few days, please give us a call on 01547 530419 to check we received the request and when it was shipped.

Can I order samples over the phone?

Of course! Just give us a call on 01547 530419 during normal office hours and let us know what you'd like and we'll get them sent out to you!

do I pay for delivery with samples?

Nope! We'll cover the cost of delivery, which is why we ask that you don't unnecessarily order samples. If you know you'll be wanting to start a project then it's best to order a few samples in one go so we can get them all sent to you in the same parcel.

We reserve the right to charge delivery on excessive requests and / or in line with our standard terms & conditions.

will samples appear in my account?

No. The sample request system is not linked to the main website and so when you make a request, we literally receive an email copy of the form and then delete that email after shipping the sample.

In line with our responsibilities under the Data Protection Laws in place, we do not unnecessarily retain your personal information.

sample not received / other issue

If after 3 working days from submitting your sample request you've still not received it then please give us a call on 01547 530419 and we'll look into it for you and if necessary, send you a replacement.

For any other query regards ordering a free sample, please send us a secure message or give us a call on 01547 530419 and one of the team will be pleased to assist.

Privacy, Security & Payments

Is it safe to order from you?

Yes of course it is. To ensure a safe payment procedure, our website uses SagePay for a reliable and secure internet payment gateway.

Purchase something from our website and pay quickly and efficiently with just the click of a mouse, and we’ll make sure all your details and payments are secured and protected.

We use SagePay as our preferred online payment processor. SagePay provides a seamless checkout experience for our customers no matter how or where you're purchasing, and provides critical features, such as fraud prevention, enhanced CCV verification along with a safe and recognised brand reputation.

For more information, please visit SagePay directly.

who is your payment processor?

We use SagePay as our preferred online payment processor. SagePay provides a seamless checkout experience for our customers no matter how or where you're purchasing, and provides critical features, such as fraud prevention, enhanced CCV verification along with a safe and recognised brand reputation.

For more information, please visit SagePay directly.

what payment types are available?

You can pay for your order using your debit card or credit card.

We do not accept PayPal or other online payment methods.

Can I pay in cash / collect in person?

You can only pay using card, on-site or on our website. Cash is not accepted as a general rule. Please check with us prior to ordering.

Please arrange a suitable collection time with us by calling us on 01547 530419 after placing your order and we'll be able to advise an approximate collection day.

do you provide credit / terms?

No we only accept payment by card, and full payment of goods must be made at the stage of ordering unless otherwise agreed with a member or the sales team.

Hornsey Steels LTD do not offer any form of payment plans, part payments or finance for goods unless you are a Hornsey Steels LTD Account Holder.

Can I get a refund?

That depends.

All cancellations and alterations must be requested and confirmed prior to the manufacturing of the goods. Once the goods are in the process of being made, we are unable to amend or cancel them and the order must be paid for / completed.

If you think you may have made a mistake in your order, please let us know at the soonest opportunity so we can hopefully stop production, before it's too late. It's therefore best to request any order changes verbally by calling us directly on 01547 530419 during normal office hours.

do you keep my payment details?

No. We only host the gateway, which is a secure link between you and our payment processor, SagePay.

Full details can be found over at SagePay or feel free to give us a call.<

what do you do with my personal info?

We only use your personal information for the purposes intended. So if you place an order we'll only use your information for the purpose of completing the order and sending it to you at your address and possibly to contact you beforehand, to notify you of delivery options.

Ultimately, you can manage your own personal data from within your account (login and edit it directly) however if you decide that we edit / delete your data then we'll do so in line with current legistaltive guidelines and inform you accordingly. By requesting cessation of processing, you'd be unable to purchase from the website until such time you re-agree to us processing your personal information again.

Read more in our Privacy Policy.

Can I request you stop processing my personal info?

Yes however this would restrict your ability to use the website and purchase from it.

Ultimately, you can manage your own personal data from within your account (login and edit it directly). By not ordering from us and not logging in, your account will fall into archive after 12 months and will be purged from our systems if it remains inactive for a period of 24 months or longer.

Read more in our Privacy Policy.

Can I request you edit / delete my personal info?

Yes. In line with our responsibilities as a data controller we will ensure that any data we process is correct and up to date.

Ultimately, you can manage your own personal data from within your account (login and edit it directly) however if you do request that we edit / delete your data then we'll do so in line with current legistaltive guidelines and inform you accordingly.

Read more in our Privacy Policy.

Can I reject cookies on your site?

You can, by using your browser tools. However it would adversely affect your browsing experience on your website.

We do not use tracking cooking, other than non-identifiable habit browsing so we can see what pages are popular and what ones aren't. This does not record any personal or identiable information about you at any stage of browsing our website.

Learn more by reading our Cookie policy.

dpa / security related complaints

If for any reason you're happy or have any concerns then please call us, without delay on 01547 530419 and ask to speak to the manager.

Your safety is of the utmost importance to us and we'd be mortified if we knew you were feeling unsafe about any element of our website or us as a business. Therefore by calling us and expressing your concerns, we can hopefully put these to bed and leave you feeling safe and secure.

Can't find an answer to your query?

If you can't find an answer to your query, please send us a secure message and one of the team will get back to you as soon as possible.

Alternatively, give us a call on 01547 530419 during normal office hours.

Roofing Sheets & Types

Box Profile Roofing Sheets

Box profile roofing sheets inherit all the positive aspects of steel roofing sheets, whilst developing upon the original formula by adding a modern twist. Box profile sheets offer a modern alternative to traditional corrugated sheeting and other roofing materials. A box profile design has the same benefits of any steel roofing sheets, being lightweight, easy to install and cost effective – they are perfect for industrial and agricultural structures.

Read more by visiting our Box Profile Roofing Sheets page.

Tile Effect Roofing Sheets

Tile Effect Roofing Sheets include all of the advantages that steel roofing sheets provide whilst offering a traditional, attractive tiled appearance that you would achieve with individual tiling. These roofing sheets have gained popularity with those looking to retain the existing look of a property with a material that is easier to maintain.

Read more by visiting our Tile Effect Roofing Sheets page.

Steel Roofing Sheets

Steel roofing sheets have become well known for their versatility, establishing a reputation of robustness and cost effectiveness. As a result, they have become a highly popular choice for a variety of roofing projects. We specialise in providing high quality roofing sheets, available for delivery throughout the UK.

Read more by visiting our Steel Roofing Sheets page.

Roofing sheet finishes

Hornsey Steels Ltd offer a large selection of colours to give you a wider range of choice, ensuring that we can cover your project to suit your requirements. We stock Galvanised, Grey Alkyd (Non-Prime), Polyester Coated and Plastisol Coated finishes, thus giving you the option for budget sheets or our top of the range long lasting sheets.

Read more by visiting our Roofing Sheet Colour Chart page.

roofing sheet colours

We offer different colours and finishes depending on the roof type but generally, we offer; Grey Alkyd, Anthracite Grey, Goosewing Grey, Slate Grey, Merlin Grey, Pure White, Jet Black, Slate Blue, Sargasso Blue, Moorland Green, Olive Green, Juniper Green, Terracotta Red, Van Dyke Brown, Galvanised Effect plus certain customised colours available on request.

Read more by visiting our Colour Chart page.

Can't find an answer to your query?

If you can't find an answer to your query, please send us a secure message and one of the team will get back to you as soon as possible.

Website & Technical

Can I order as a guest or must I register?

You can do either. If you'd prefer to order as a guest and not create an account then you can do this once you reach checkout.

For the sake of adding a password, we recommend that you do register as you'll then receive real-time updates to your order and delivery. Guest checkout will limit the available options to you in regards to tracking and status updates.

Alternatively you can always place an order by calling our friendly sales team on 01547 530419 during normal office hours (Mon-Fri: 08:00 to 17:00).

What should I do if I’ve forgotten my password?

To reset your password head over to our Password Reset page and enter your email address and click the submit button. The system will then automatically send a secure link to the account holder of the email address entered.

When you receive the system email, click the link and then when you land back on our site, just enter a new password, confirm it then click save. Login again using your existing username and the new password entered.

If you encounter difficulties changing or resetting your password please send us a secure message and one of the team can help you through it.

How do I change my online details?

Just login to your account and then from the left panel, select the option called Account Information and then make any edits you want there.

How do I manage my newsletter options?

To manage your subscriptions with us, just login to your account and then from the left panel, select the Newsletter Subscriptions tab and check / uncheck the relevant subscription list.

Any changes made here will be instant. So if you unsubscribe from all newsletters then they will cease immediately.

How do I close my account?

You can't, directly. We will be happy to close your account and purge all your personal data and order history upon request.

To close your account just send us a secure message once you're logged in to your account. We'll respond asking some security questions and will then close your account as per your request (so long as we are allowed to in line with current legislation).

Full details of your rights, your data and what you can tell us to with your data can be found by visiting our Privacy Policy.

My question isn't answered?

If you can't find an answer to your query, please send us a secure message and one of the team will get back to you as soon as possible.

Additional Help & Contact

general contact info

We're available Monday to Friday between the hours of 08.00am to 5.00pm.

You can contact us using a variety of methods, as shown below:

By Phone : 01547 530419

By Fax : 01547 530780

By Email : info@hornseysteels.co.uk

By Letter : Hornsey Steels Ltd, Riverlea, Bedstone Road, Bucknell, Shropshire SY7 0AQ

In Person : Riverlea, Bedstone Road, Bucknell, Shropshire SY7 0AQ

If you're planning on visting us in person it's best to call us beforehand to check we're available as we're generally quite busy and there's no guarantee we'll be there. Call us on the number above to check availability, before turning up.

visiting us in person

We'd love to meet you - we welcome visitors to our premesis in Shropshire. However it's always best to check we're in before setting off to come and see us.

If we've advised we're around then just add us to your Sat-Nav as follows: Riverlea, Bedstone Road, Bucknell, Shropshire SY7 0AQ. If you're travelling on public transport or otherwise, please visit our contact page to view an interactive map and to get full directions.

data protection

If for any reason you're unhappy with the management of your personal data, or have any privacy concerns then please call us, without delay on 01547 530419 and ask to speak to the manager.

We are registered by the ICO and our registration number is: ZA271090. As a company registered in the United Kingdom we are obliged to inform you how we store and protect your data and personal information. Please visit our Privacy Policy to see how we store and protect your data and personal information.

The Data Protection Manager, for this website and business is as follows: Samuel Hornsey, Hornsey Steels Ltd, Riverlea, Bedstone Road, Bucknell, Shropshire SY7 0AQ. All data protection queries, complaints and removal requests should be submitted via secure message, email or telephone by calling 01547 530419.

If you're still not happy about something then you reserve the right to refer your complaint to the Information Commissioner by clicking here.

complaints

We'd hate to see you unhappy - it's not what we're about. Therefore if you're unahppy about any part of your shopping experience, we'd love to hear about it. Please send us an email outlining the reasons why you're unhappy and we'll investigate it and come back to you.

If you'd rather speak to one of the management team immediately, then please call us on 01547 530419 during normal office hours and we'll try to resolve your complaint there and then.

anything else

If there's anything else that you'd like to discuss, please feel free to give us a call on 01547 530419 during normal office hours, and one of the team will be happy to help.

get in touch with us