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Frequently asked questions

Saving you time and trouble

Here are some of the questions the experts in our Customer Service team have been asked over the years – and, more importantly, their answers.

If you have a question not featured here, you can call us between 9.00am and 4.00pm, Monday to Friday on 01422 312 036, or email us at marshallsfactoryoutlet@marshalls.co.uk and we’ll do our best to get back to you within 48 hours of receiving it – doesn’t apply to Bank Holidays or Christmas.

Are your Marshalls Factory Shop products rejects, damaged or unfit for general purpose?

Can I buy quantities different to those in the listing?

Does the final price include VAT?

Can I pay by cheque or cash?

How often do you list items?

What about payment and delivery?

How long can I hold off delivery for if I'm not ready to receive the product I have purchased?

Do you send my purchase out automatically after receiving payment?

Can I speak to someone for advice on payments, delivery, and products?

Can you deliver to two different addresses?

Can the pallets be double stacked?

How far can the crane on your delivery vehicle reach?

Can I see a sample of the product or visit your stockyard?

How much are the haulage surcharges to Scotland?

What is the minimum amount I can purchase?

Can I simply buy directly from you without going through eBay?

How close to the actual colour of the product is the photograph?

Will you be selling any more of the product you are listing?

Must I pay via PayPal?

You need to have a PayPal account in order to make a bid, and if you are the successful bidder you can pay either by credit/debit card or PayPal.

Can I choose a delivery time that suits me?

What is the minimum amount you supply on your listings?

Can I obtain advice on fitting and maintenance for my purchase?

What types of vehicles do you use to deliver?

What happens if I have an issue with the item received and I'm not happy with my purchase?

  • Are your Marshalls Factory Shop products rejects, damaged or unfit for general purpose?
  • No. All our products offered on eBay are either discontinued, end-of-line products or are a non-standard colour, end of batch mix. From an application point of view, they are made to our high production and British Standards, and have passed all performance tests required for purpose, unless stated otherwise.
  • Can I buy quantities different to those in the listing?
  • Not always. We are unable to alter the quantity given in the listing. If you are the successful bidder, though, we will always endeavour to supply additional material, but this is strictly subject to stock availability and the payment of any haulage surcharges – please check with us first.
  • Does the final price include VAT?
  • Yes. The price you bid is the price you pay, and this includes VAT and delivery as detailed in the item description. We will issue a VAT invoice on request following delivery.
  • Can I pay by cheque or cash?
  • Unfortunately no. Payment must be made by PayPal or by credit/debit card. Please send your PayPal payment to suzanne.adams@marshalls.co.uk If you pay via PayPal, you must always contact us afterwards to arrange delivery.
  • How often do you list items?
  • Currently, all listings are for 5 days, listings appearing on Thursdays and Saturdays, with regular BUY IT NOW options.
  • What about payment and delivery?
  • If your bid is successful, we will automatically send out an invoice via eBay. Providing payment is made promptly at the conclusion of the auction, we can arrange delivery within 5 to 28 working days on a weekday (Monday to Friday) that suits you. We cannot offer a specified time. However, the driver will call you around 1 hour prior to drop off. If you don’t want such a quick delivery, we are happy to delay despatch for up to 28 days from the end of the auction but, again, this is subject to you making a prompt payment. All payments must be made within 3 working days of the closing date for bids. You will need to provide a contact number, delivery address and postal code for us to process your order. You will automatically receive a payment reminder 3 days after your bid is accepted, and if we do not receive payment within 7 days, a final notice will be sent to you. If you do not make payment within the 7 day period, we reserve the right to strike out your bid for non-payment and re-offer the product. Please be sure to contact us if you believe there is an error in your bidding or winning an item.
  • How long can I hold off delivery for if I'm not ready to receive the product I have purchased?
  • We can hold on to your product for up to 28 days after the auction end date. We need 3 working days’ notice to carry out a delivery request. We would request a contact number at the time you contact us to make your payment or to agree a date for delivery.
  • Do you send my purchase out automatically after receiving payment?
  • No, you always have to contact us after payment has been made to arrange a suitable day for delivery and to discuss delivery options and suitable access. Someone has to be available to sign for the goods on the day.
  • Can I speak to someone for advice on payments, delivery, and products?
  • Yes. Our dedicated eBay helpline 01422 312 036 is available Monday to Friday, 9.00am to 4.00pm, or you can email us outside these hours at marshalls.ebay@marshalls.co.uk – including your full name, delivery address contact number and eBay listing number.
  • Can you deliver to two different addresses?
  • Yes. For an additional payment of £60.00, we will make a delivery to a second address on the same vehicle at the same time. Using main roads, the second address must be less than 10 miles from the first. Our contract will remain exclusively with the original purchaser.
  • Can the pallets be double stacked?
  • Although we multi-stack products in our yards, we use the right equipment and our yards have been designed and built for the purpose. We do not recommend double stacking once the goods have left our premises.
  • How far can the crane on your delivery vehicle reach?
  • This varies, but typically a crane can reach 2.5 metres from the bed of the trailer. We can lift over fences no higher than 1.8 metres. We cannot reach from the roadside over a grass verge or place product on public walkways or highways – you will need permission from your local council to do this.
  • Can I see a sample of the product or visit your stockyard?
  • Unfortunately no. We do not send samples of items listed on eBay, and visits to our factories by the public are not allowed on health and safety grounds. Your decision to bid has to be made on the description in the listing that we make as accurate as we possibly can. Please review our feedback for how our customers have found our products.
  • How much are the haulage surcharges to Scotland?
  • Not all listings are subject to a transport surcharge but, where one applies, it can vary from £100.00 for towns such as Perth, Montrose and Abroath, to a maximum of £600.00 for Thurso. The surcharge for Aberdeen is £200.00 and Inverness £300.00. For an accurate estimate, please email your full postcode to marshallsfactoryoutlet@marshalls.co.uk. Please note that delivery to Scotland is not offered on any listings marked England and Wales only.
  • What is the minimum amount I can purchase?
  • Due to weight restrictions and haulier charges, we generally list the following amounts: minimum 1 pack delivered by a carrier on a tail gate with a pump truck, or minimum articulated crane load is approximately 5 tonnes, 30-50m2, and approximately 13 tonnes, 100m2, up to 26 tonne lots of 200m2. Please note that smaller loads are only delivered into a certain area and a map will be visible to aid your decision on the best item for your area to include free delivery. Deliveries outside of restricted areas are chargeable at excess haulage rates.
  • Can I simply buy directly from you without going through eBay?
  • We may occasionally be able to offer products to customers who are looking for specific items and who have had prior contact with us. We generally only deal directly with consumers through eBay.
  • How close to the actual colour of the product is the photograph?
  • All photographs have either been taken from our brochure or are of the actual batch we are selling. The photographs are as close to the actual product as digital photography and individual monitors will allow.
  • Will you be selling any more of the product you are listing?
  • Auctions are only finalised immediately prior to listing on eBay and, although additional supplies may exist, there is no guarantee of availability until the item actually appears on eBay. We recommend that you visit our eBay Factory Shop at http://stores.ebay.co.uk/Marshalls-Factory-Shop and sign up for our newsletter. That way you’ll be amongst the first to know of the exciting new products being listed each week.
  • Must I pay via PayPal?
  • You need to have a PayPal account in order to make a bid, and if you are the successful bidder you can pay either by credit/debit card or PayPal.
  • You need to have a PayPal account in order to make a bid, and if you are the successful bidder you can pay either by credit/debit card or PayPal.
  • We will only charge the same pro rata rate at which the auction was won. For example, if you won it at £10m2, then that is the additional purchase price for the same product, as long as it does not exceed additional charges and is in multiples of 1/2 to full loads. We can never reduce a listing quantity, as we are limited on weights and charges from hauliers.
  • Can I choose a delivery time that suits me?
  • You must contact us after making payment via PayPal to discuss delivery options and days suitable to you. We will agree a day but not a time. All deliveries are made between 7.00am and 4.00pm on a specified day, someone has to be at the address we are making a delivery to, to check and sign off for receipt of your item. If you want to rearrange a delivery date, we need at least 48 hours’ notice. Contact our Delivery team on 01422 312 036 to cancel and re-book.
  • What is the minimum amount you supply on your listings?
  • Minimum order is for approximately 5 tonnes = Around 30m2 on Block Paving and 60m2 on Domestic Paving. The minimum loads are only delivered into specified areas within a postcode range due to transport cots.
  • Can I obtain advice on fitting and maintenance for my purchase?
  • Yes, Our Customer Service staff are always on hand and happy to assist with your project, from Laying plans to sub base materials and maintenance. The Help line number is 08704 112233.
  • What types of vehicles do you use to deliver?
  • Usually an articulated truck which is 40-60ft in length with an on-board crane and capable of carrying up to 44 tonnes in total weight. This needs clearance when parked up for off loading on level ground, it has to be able to access and leave the property safely and without causing obstruction to the public highway. We cannot park on grass verges, as the truck will sink and cause damage. We cannot turn and make contact with any private property belonging to other persons other than the accepting party. Always contact us prior to making a bid for an item to clarify. Marshalls will not be held liable for damage to property or contact with overhead cables during off access, offloading or alighting the property. Someone needs to be present at all times during delivery. Any damage caused and not disclosed whilst the driver is on site will not be followed up. We reserve the right to charge for an aborted delivery if your property does not have appropriate access or if you are unable to take delivery on the agreed date.
  • What happens if I have an issue with the item received and I'm not happy with my purchase?
  • Please check the product is correct prior to offloading from the vehicle. Check that the brand, quantity, colour and size all match with what you have purchased. When satisfied, then instruct to offload. Only then should your item be signed for. If there is an issue, please contact us immediately before offloading and the driver leaving your premises. Failure to carry out these checks may lead to a delay in correcting things and further costs to put it right.

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