After Sales FAQs

Q. I am struggling to build a correct base – can you help?

A. Yes, please refer to the: “To Build A Base” section of this website which gives guidance on building a suitable base. We are also able to offer you the purchase option of a Portabase please click here further details.

Q. Is there a helpline if I get stuck with the assembly?

A. Yes, a fully trained team is on hand to assist you with any questions, queries or assistance that you may require. Call our Customer Service Team by simply phoning +44 1636 880200 or email them at customerservices@waltons.co.uk. We are open 6 days a week, 8:30am – 5:00pm Mon – Fri, 9am – 12pm Sat

Q.What sizes are shown on the website - Internal or External ?

A. All of the building sizes shown on the website are approximate and external sizes. Internal sizes are available, should you require further sizes please call our Customer Service Team by simply phoning +44 1636 880200 or email them at customerservices@waltons.co.uk. We are open 6 days a week, 8:30am – 5:00pm Mon – Fri, 9am – 12pm Sat

Q. I think I may have a missing part, who do I contact?

A. We have a fully trained Customer Service team available to assess whether in fact any parts are missing or whether this may be a misinterpretation of the parts received. In the event that a part/s may be missing, then this team will process an urgent order for you with an estimated 5 working days lead-time for delivery.

(Variations do apply, and in the event of any delays we cannot be held liable. Call our Customer Service Team by simply phoning +44 1636 880200 or e-mail them at customerservices@waltons.co.uk.)

We are open 6 days a week, 8:30am – 5:00pm Mon – Fri, 9am – 12pm Sat

Q. I have identified a missing part and would like to purchase the replacement locally rather than wait for receipt via yourselves, is it possible to do this and claim for reimbursement?

A. Our Customer Service team must authorise any expenditure prior to purchase if you are seeking reimbursement. If this is authorised, you will be advised a maximum spend allowance. A validated original VAT receipt would need to be sent to the team. Reimbursement would be made shortly thereafter. If approval is not obtained PRIOR to purchasing any items, then unfortunately we would not reimburse.

Q. I have had my building for 10 days and I no longer want it – my husband has asked me to send it back, can I do this?

A. No, unfortunately you have 7 days to change your mind for any reason. Outside of this period we would not normally accept a building to be returned or for a refund to be given.

Q. I have painted my building but wish to return it, can I do this?

A. We will not accept returns or cancellations if your order has been altered by applying chemicals or paints to the surfaces or by altering or customising the item in any way. You must keep any items you intend to return in the same condition as it was delivered in. (Please refer to our Terms & Conditions for further information.)

Q. My building has been damaged can I purchase replacement parts?

A. Yes most parts can be purchased from us.

Q. My styrene windows appear to be pink in colour why is this?

A. The styrene is covered in either a clear or tinted protective plastic film that needs to be peeled off when fitting. Please take care not to scratch the film as it could damage your perspex.