FAQs

Answers to common questions about ordering, delivery, returns, trade accounts and technical support. Can't find what you need? Call 0330 055 8210 or email info@biokilcrown.co.uk.

Ordering and payment

How can I place an order?

Order online 24 hours a day, 7 days a week, call our Head Office on 0330 055 8210, or order through your local BIOKIL. representative.

How can I pay?

By card or PayPal.

Are prices shown with or without VAT?

Both. Prices are shown including and excluding VAT.

Is there a minimum order?

No. There is no minimum order value. Free delivery applies to orders over £100 + VAT.

Will I get a VAT invoice?

Yes. A VAT invoice is provided with every order.

Who are BIOKIL. products for?

BIOKIL. supplies building chemicals for the construction and remedial sectors. We work directly with professional contractors, specialist applicators, surveyors and property care experts across the UK.

Do you sell Mapei products?

Yes. BIOKIL. is a UK distributor for Mapei, alongside our own BIOKIL. branded systems.

Do you offer samples or colour tinting?

No. We do not offer samples or colour tinting.

Delivery and collection

How much does delivery cost?

UK Mainland delivery is free on orders over £100 + VAT. Orders under £100 + VAT are charged £12.50 + VAT. Plaster and render products (such as Limelite plasters and the BIOKIL. Replastering Kit) carry a £35 + VAT delivery contribution per order, regardless of order value. Other goods in the same order are charged standard delivery on top. At checkout this is shown as one delivery charge.

Why is there a delivery charge on plaster and render?

Plaster and render are heavy, bagged products, so they carry a £35 + VAT delivery contribution per order, however many bags you order and whatever the order value. If you only order plaster or render, that is the only delivery charge. If you add other goods, standard delivery applies to those as well: free when the order totals over £100 + VAT, otherwise £12.50 + VAT.

When will my order be dispatched?

Orders placed by 3pm, Monday to Friday, are usually dispatched the same working day, subject to stock. Most orders arrive the next working day, but this is not guaranteed. Remote areas, such as Northern Scotland, may take 2–3 working days.

How long do pallet deliveries take?

1–2 working days.

Do you deliver to Northern Ireland, the Channel Islands or the Isle of Man?

Yes, at extra cost. Please contact us on 0330 055 8210 for a quote.

Can I book a timed delivery?

Yes, at cost. Please call 0330 055 8210 or speak to your BIOKIL. representative before ordering.

Can you deliver to a site address?

Yes, at no extra cost. Please give the correct delivery address and a contact telephone number for the courier when you order.

Can I collect my order?

Yes. Collection from our site in Hilton, Derbyshire is available.

How do I track my order?

Please contact us on 0330 055 8210 or email sales@biokilcrown.co.uk for tracking.

What happens if an item is out of stock?

We will let you know straight away with a revised delivery date, and offer a suitable alternative or a full refund.

Returns and damaged goods

Can I return an item?

As a trade-focused supplier, we do not generally accept returns, so please check the product is suitable and the quantities are right before ordering. In exceptional cases we may accept a return at our discretion. It must be authorised in advance, returned within 14 days of delivery, unused, in resaleable condition and in the original packaging, at your expense. A handling or restocking fee may apply. This does not affect your statutory rights.

I am a consumer. Can I cancel my order?

Yes. Under the Consumer Contracts Regulations 2013, you can cancel within 14 days of receiving your goods. Items must be returned unused and in resaleable condition for a refund. To cancel, call 0330 055 8210 or email sales@biokilcrown.co.uk.

Are made-to-order items returnable?

No. Specialist goods manufactured to order cannot be returned.

What if my goods arrive damaged or develop a fault?

Please report any damage, shortage or loss in writing within 7 days of delivery to sales@biokilcrown.co.uk. Mechanical and electrical products (for example Concure360, PIV units and pumps) are covered for 12 months against faults, excluding misuse or neglect. Chemicals and consumables are not covered by this 12-month cover.

Trade accounts

Who can open a trade account?

Trade accounts are for businesses only.

How do I apply?

Get in touch with us and complete our Trade Account Application form.

What credit terms do trade accounts get?

Once approved, trade accounts get 30 days from invoice, with £500 instant credit.

What are the other benefits?

Trade account holders get exclusive offers and additional discounts. You can shop online or work directly with your personal Trade Account Manager, and our trade team can help with custom quotes, bulk purchases and planning.

Technical support and product information

Where can I find technical and safety data sheets?

Technical data sheets (TDS) and safety data sheets (SDS) are on our BIOKIL. Product Data Sheets page. Most product pages also link to the product's TDS and SDS at the bottom of the description.

Can I get technical advice before I order?

Yes. Our team can help you choose the right product or tackle a tricky job. Call 0330 055 8210 or email info@biokilcrown.co.uk. Our nationwide team of Sales and Technical Consultants offers site-specific advice, detailed specifications and product training.

How do I work out how much product I need?

Product pages and data sheets give coverage rates. You can also use our calculators: the Limelite Material Calculator, BioDry ProCream Calculator, Type C Basement Waterproofing Material Calculator, Tanking System Coverage Calculator and AquaDry Water Repellent Coverage Calculator. Please check quantities before ordering.

Do you offer training?

Yes. Our one-day courses help surveyors, contractors and property specialists identify, diagnose and treat damp, condensation, timber decay and structural waterproofing issues. See Training on the BIOKIL. Hub.

Do you offer a guarantee?

The BIOKIL. Guarantee, including our 30 Year Protection Guarantee Scheme, is available only through our network of Approved Contractors. See Become an Approved Contractor on the BIOKIL. Hub.

Are you ISO 9001 certified?

Yes. Biokil Crown Ltd operates a quality management system certified by the British Standards Institution (BSI) to ISO 9001 (Certificate No. FM 86535). This covers our management systems and processes, not individual products, unless stated on the product documentation.

Contact

How do I contact you?

Call our Head Office on 0330 055 8210. Email info@biokilcrown.co.uk for general enquiries or sales@biokilcrown.co.uk for sales, or use our contact form.

What are your opening hours?

Monday to Thursday 8am–5pm, and Friday 8am–4:30pm. Closed weekends and public holidays.

Where are you based?

Hilton, Derbyshire. Our address is Biokil Crown Ltd, Unit 31 Hilton Industrial Estate, Sutton Lane, Hilton, Derbyshire, DE65 5FE.

For full details, see our Delivery & Returns and Terms & Conditions pages.