Frequently Asked Questions

Please use the sections below to find the questions and answers relevant to you.

Account Management

Q: What's the status of my credit application?

A: Thank you for submitting your credit application. Our credit control team typically responds within 10 to 15 working days. If you haven't heard from us within this timeframe, please don't hesitate to get in touch for an update.

Q: How do I use my existing account with the CONNECT + online service?

A: If you already have an account and wish to use our CONNECT + online service, please contact us by phone or email. We will provide you with a One Time Passcode (OTP) for activation. You can find the activation link here. This will enable you to seamlessly integrate your existing account with our online services.

Q: What types of accounts do you offer and how can I open them?

A: We provide three types of accounts: one for the general public, a trade-specific cash account, and a trade account that requires a credit application. For detailed information on each account type, including the steps for opening an account and the specific requirements for the credit application, please follow this link to our trade cash/credit area. This link will guide you through the process and provide all the necessary information.

Q: How do I open an account with you?

A: Visit the Account Login page to start your account opening process.

Product Information and Availability

Q: How do I find out if the product lengths I need are available?

A: To check product availability, please enter your postcode in the designated area on our website. This allows us to display the correct lengths available on the product page, based on the nearest depot to your location. This feature ensures you receive up-to-date and location-specific stock information.

Q: Why can't I see any stock for the product I want?

A: To view available stock, please enter your postcode in the 'delivery address' or 'collection' section as appropriate. This will display available lengths/tallies at your local depot. If there's no stock at a depot, you can contact us or your local depot directly for assistance. For depot contact details, please visit our 'Branch Locator' page. This ensures you receive accurate and location-specific stock information.

Q: Why does the product I received look different from the photo online?

A: The images on our website serve as a guide and may not exactly match the product you receive. This is particularly true for items made from natural materials, such as timber, where variations in appearance are common and expected.

Q: Where can I find information about your cutting facilities?

A: Detailed information about our cutting facilities, including locations and services offered, is available on our 'Branch Locator' page. Here, you can also find the option to directly send an enquiry to the depot of your choice. This ensures you get the most relevant and specific information for your needs.

Delivery and Collection

Q: What are the charges and options for delivery?

A: Our standard delivery charge is £30 (excluding VAT). For direct items, the charges are set by the suppliers and may vary. You can find specific details on our delivery information page. Additionally, we offer a Click and Collect service, which is always free.

Q: Can I collect my order at my local branch?

A: Yes, you are welcome to collect your order from your local branch. Please check our branch information page for specific collection times, as they can vary. We will notify you when your order is ready.

General Questions

Q: Do you sell to the general public?

A: Absolutely! We are pleased to offer our products to the general public at great trade prices. You can make purchases either online or through any of our depots, ensuring convenience and accessibility for all our customers.

Q: What are the customer service opening times?

A: Our experts are available from 8am to 5pm, excluding weekends and Christmas holidays. For the most current customer service opening times, please refer to our contact page. If you're looking for specific branch times, visit your local branch page for detailed information. This ensures you have the latest information regarding our operating hours.

Q: What are the branch opening times?

A: For the most current opening times, please visit your local branch page. This will provide you with the specific operating hours for each branch, ensuring you have the latest information for your visit. You can find the link to our branch locator at the top of the page.

Q: What should I do if my payment is declined?

A: First, check your billing details are correct and match those held by your bank, including the billing name and address. Ensure you've completed any 3D authentication required by your card issuer. If your payment is still declined, contact your bank for further clarification. Additionally, for more support, you can reach out to our customer service either through our online contact form or by using our live chat feature for immediate assistance.

Q: Do you close for holidays?

A: Yes, we observe an extended shutdown during the Christmas period. Specific details and dates will be provided on our website closer to the time, ensuring you have all the necessary information to plan accordingly.

Q: How can I submit a sponsorship or marketing proposal to National Timber Group?

A: Thank you for considering National Timber Group for your sponsorship or marketing proposal. Please send us your proposal via email. Our management team reviews all submissions, and if we find an opportunity to collaborate, we will get back to you. Your interest in our company is greatly appreciated. You can also contact us using any of the details at the bottom of this page.

Q: Where can I find information about job vacancies?

A: We appreciate your interest in joining the National Timber Group. All our current job openings are listed on Indeed and LinkedIn. Please visit these platforms to view and apply for available positions.

Contact Form

If you have any questions or feedback you can contact via our contact form by clicking the button below.




To speak to a local timber expert, please call the number provided below.

Phone: 0330 343 1111 (8.00am - 5.00pm)


If you need assistance, please feel free to send us an email at the address provided below.



For more information on the opening times and locations of our branches please visit our Branch Finder page.

Branches Nationwide

Branches nationwide, local serivce, collection or delivery options - Arnold Laver delivers

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Part of the UK's largest independent timber group, Arnold Laver offers high-quality timber at scale