Ordering & Delivery

How do I place an order with Insulation UK?

You can place an order for delivery anytime online. If you want to collect from our distribution centre in South Yorkshire then please email us your requirements at sales@insulationuk.co.uk
and we will send a payment link and collection instructions. If you can’t see what you are looking for or need more information, then call our team on 03003 034 578 and we can sort your order from there.

How do I know what’s happening with my order and when I will receive it?

When you have placed your order, you will then receive an email confirmation, giving you an order reference number and asking you to double check everything is correct on your order such as delivery address, quantities etc. If there are any amendments to be made, then please reply to your confirmation email with any details.

Once the team has processed the order you will receive an email with a BY delivery date, this is the latest date you will receive your delivery.

Your final email will be a 24/48hr notification, on the day of the delivery if you need a more accurate ETA then contact the office on 03003 034 578. 

Do you offer next-day delivery?

Yes, we do on certain lines, you will see our next day delivery products marked as NEXT DAY. Order before 12pm for next day delivery (charges will apply)

How much does delivery cost and how long will it take?

Standard delivery is £50 + VAT for all orders below £500 excluding VAT, above £500 excluding VAT delivery is free. Bespoke deliveries can be made but will incur charges. Each product page gives you an estimate delivery by date. For more accurate information call the team on 03003 034 578

Can I choose a specific delivery date or time slot?

We will endeavour to try and accommodate a preferred date, if you need a delivery on a certain day, then please call us on 03003 034 578.

Do you deliver nationwide?

We deliver across most of the UK; however, some postcodes are restricted due to their location. Check out our delivery map for more information. If you find that you are in area we don’t deliver to, we have access to a wide range of haulage options, please call the team on 03003 034 578 to discuss your requirements further.

Will the driver help unload the insulation products?

Most of our deliveries are made with vehicles with mechanical off-load (known as a moffett or fork-lift), the driver will leave them in a safe place of your choice. They will help as much as they are allowed but are not insured to bring anything into a property.

What happens if my order arrives damaged or incomplete?

In the unlikely event your order arrives damaged, then please contact within 48 hours at sales@insulationuk.co.uk with any images of the damage and the team will be in touch. If there is anything missing, then notify the team within 48 hours on 03003 034 578

What if my order doesn’t arrive and I have paid for trades to be on site, can I claim anything towards the costs I have incurred?

We advise not to have trades booked in and around the day of your delivery. Things can happen beyond our control, and your delivery may be delayed or abandoned. We cannot be held liable for any consequential loss such as tradesman wages etc.

Product Advice & Support

How do I know which insulation product is right for my project?

With such a variety of insulation products, we fully understand making sure you have the right one can seem daunting. Our team have over 50 years of experience in the construction industry and there isn’t a question they haven’t been asked! Speak to our technical team on 03003 034 578 and they will be happy to offer some help and guidance.

Do you offer technical advice or support before I buy?

Yes we do! Just call 03003 034 578 and ask for our technical team and we will be happy to support you.

Can I speak to someone to confirm product specifications?

Of course you can! There is also a range of data sheets and guides available on the product pages under Technical Information.

Are your products suitable for both DIY and trade customers?

Yes, they are. If you are new to DIY projects involving insulation,
then we advise to always do your research. We have a handy guides section which may help.

Do you offer fire-rated or eco-friendly insulation options?

Yes, we do. Fire ratings are indicated in the specification table on the product page, and our sustainable range is continually growing.

Pricing & Payments

Do you offer trade or bulk-buy discounts?

We always aim to offer the best price online; however we do offer project pricing for larger orders, speak to our sales team with your requirements on 03003 034 578.

What payment methods do you accept?

We accept all major cards including American Express, as well as Apple Pay, Google Pay and PayPal

Can I set up a trade account with credit terms?

We do offer trade accounts, however there are certain criteria we ask for, and any credit account application is subject to credit checks. Call the team on 03003 034 578 to discuss any credit applications.

Do your prices include VAT?

The website has a toggle at the top right of the page so the prices can be displayed including and excluding VAT. VAT, where applicable, is charged at checkout.

Returns & Cancellations

Can I return unwanted insulation products?

Contact the team via email sales@insulationuk.co.uk  with the items you wish to return and any other information. Please note if we you need us to collect any unwanted items,
a collection fee will apply.

How do I arrange a return or exchange?

Contact the team via email sales@insulationuk.co.uk or check out our refund policy.

Are there any restocking fees?

Restocking charges will apply in certain instances, please contact the team via email at sales@insulationuk.co.uk check out our refund policy.

What if I’ve ordered incorrectly or need to cancel my order?

Contact the team via email as soon as possible. The best way to get in contact is to reply to any of the emails we have sent you, they will come straight through to the team and will have any relevant order information already on there.

Installation & Compliance

Do you offer installation services or just supply materials?

We do not offer any installation services; we are a supplier of insulation and building materials.

Can I get a datasheet or certificate of performance for your products?

Yes, data sheets can be found in the Technical Information drop down on the product page.

How should I store insulation products before installation?

There are a variety of insulation products each with their own storage instructions. Generally, please keep them off the ground, in a dry area, away from the elements.

Sustainability & Quality

Are your insulation products environmentally friendly?

This depends on the individual products, data sheets are available,
and any environmental benefits are noted on the product pages.

Do your products help reduce energy bills?

The correct insulation properly installed can reduce heat loss from a building and therefore help reduce energy costs.

Are your products made in the UK or imported?

With such a wide variety of products some are made in the UK and some are imported.

Customer Service & Support

How can I contact your support team?

By phone on 03003 034 578, email sales@insulationuk.co.uk or via our
webchat online

What are your opening hours?

Monday to Friday 8am to 5pm for sales and technical support, orders can be placed on line 24/7

How quickly can I expect a reply to my enquiry?

We aim to respond to our customers as quickly as possible.

• Knauf AQUAPANEL Interior Datasheet