Frequently asked questions

Browse through our list of frequently asked questions for answers to commonly raised questions when shopping with MKM Building Supplies. If you still can't find the answer or advice you are looking for, please contact us and we will be in touch.

Buying from MKM

Who can buy from MKM?

MKM Building Supplies is open to both trade and members of the public, and orders can be placed online, over the phone or in-branch for your convenience.

Opening an account with MKM will give you instant benefits, visit the account creation page to understand the types of account available and which will benefit you the most. You can also complete an account form at your local MKM branch.

How do I buy online?

If you have an account with us already, you will need to sign in to your account where you will be able to browse product at your local branch with your individual terms.

If your account has not been used for shopping online previously, it will need to be enabled for online access. Contact your local branch and we'll enable it for future use. In addition to being able to shop online, you will be able to see your previous order history, and for credit account holders, manage your invoices and payments too.

Otherwise, shopping online is easy, you can leisurely browse all of our products in your own time, placing orders to collect from your local branch or arranging for delivery. Once you have selected your products, simply checkout and create a new account to complete your order.

I've missed a call from MKM shortly after placing my order?

At MKM we take pride in our great customer service. Upon receipt of your order, your local branch may contact you to discuss it further, arrange delivery in a suitable location and offer any advice for your project or build.

You don't have the product I need online, can you get it for me?

We are sorry you cannot find what you're looking for, we're constantly adding products online, in the meantime please contact your local branch and they will endeavour to find the items you need.

Can you send me product samples?

Samples for some product lines can be arranged through your local branch.

What facilities do you have in branch?

The facilities available differ depending on the branch you visit. We provide services including paint mixing, timber cutting, brick-matching, kitchen design, drawing take-offs and delivery. We also have free coffee machines and Wi-Fi available in all of our branches. To find out what facilities your branch has, use the branch finder in the header to select your local branch.



Opening your MKM account

Do I need a cash or credit account?

This depends entirely upon your individual needs and circumstances, the create account page will highlight the benefits of each account prior to opening. Should your requirements change, get in touch with your local branch or our accounts team to discuss the options available when switching from one account type to another.

What is a credit account?

A credit account lets you buy materials and pay for them later by an agreed period, often up to 30 days later. The terms and credit given to you will be agreed by our accounts team, once you have filled in a credit application either online or using a form available in-branch.

How long does a credit account application usually take?

The application process for a credit account typically takes 1-2 working days, subject to approval and the requirement for any background and credit checks to be completed. Once your account is opened you should receive a welcome pack and letter from your local branch director with your account number.

What do you do with the information I provide?

All the information held by us about your company or yourself is processed in line with our Privacy Policy. For the purposes of processing your application we may make a search with a credit reference agency, notification of our intention to carry out these checks is within the application form itself.

How do I close my account?

We are sorry that you would like to close your account. Before you go ahead with closing your account, we would advise you to discuss this with your local branch director to see if they can resolve the situation. You can find your local branch by typing your postcode into our branch finder. Or you can contact our accounts department.



Your account

How do I sign in?

Select the option in the site header or click sign in, whilst your branch may be stored for future visits, for security reasons you may have to sign in again should your current session time out.

Can I manage my account online?

Yes, if you hold an existing account with MKM that is enabled for online access, you will be able to see order history, manage users, manage invoices and make payments online at a time that is convenient for you.

How do I view my invoices?

If you are a credit account holder, within 'My Account' there will be an option to view invoices and statements. Currently, you are able to search your invoices by date, select one or more for payment upon which you will be redirected to our secure payment provider - Sagepay. Should you have any queries, please contact our accounts department.

How do I update my account details?

Some information such as the billing address on your account can only be updated in branch, however you are able to change your contact details, marketing preferences and password online within the 'My Account' section.



Payments and refunds

What payment methods are accepted?

For online purchases:

  • Visa
  • Visa Debit
  • Mastercard
  • Maestro
  • MKM Credit Account providing your account is enabled for online access.

For in-branch purchases:

  • Cash
  • Visa
  • Visa Debit
  • Mastercard
  • Maestro
  • MKM Credit Account

The payment screens look slightly different to the rest of the site?

All payments throughout the site are handled by our secure payment provider - Sagepay. You will be redirected to their payment pages to complete your purchase or make a payment against an account. More details can be found on the Sagepay website.

I have a new credit/debit card, how do I update my payment card details?

When making a payment either via the checkout or against an account, you have an option to add a new card that can be saved for future purchases. These card details are tokenised, for improved security, and are not stored by the MKM Group and/or any of it's registered companies.



Opening hours

What are your branch opening hours?

Opening hours may vary across our branches, please check your local branch to find out their opening and closing times.

Are you open on a bank holiday?

During holiday periods, we will endeavour to inform our customers of any changes to normal opening hours through one/more of the following; branch page, social media inc. Facebook, directory listings on Google and other popular search engines, posters in-branch or, by email.



Working for MKM

Where can I find information on jobs at MKM?

Please visit the Careers section of our website where you will be able to find out more about working for the UK's largest independent builders' merchant, browse our Careers FAQs and view the current branch and support office vacancies.



Feedback

I would like to tell you about the great service from my local branch?

We're always pleased to hear of any stories where a branch has offered great service or gone above and beyond in their local community. Please take the time to leave a review or comment on the branch's Facebook page, or our Google listings, whilst also sharing the message with your friends and family.

How do I make a complaint?

We're sorry to hear that your experiences have not met our usual standards of service and that you would like to make a complaint. We recommend that you contact your local branch in the first instance and speak with a member of staff regarding your concerns. Should you not get an adequate resolution please email us at hello@mkmbs.co.uk.