New B&Q rules you should know as the chain reopens all of its stores across the UK

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B&Q has now reopened all of its DIY and household goods stores across the UK after a few successful trial openings.

However, before buyers go to the stores, there are new rules that everyone has to follow.

B&Q is now asking buyers to limit their group of traders to a maximum of two people and not to shop for people under 16.

Buyers should all follow government social distancing guidelines and should not go to stores for non-essential travel.

To help buyers, B&Q has put together the answers to its most frequently asked questions, so that buyers can be fully prepared before going to the stores.




Which B&Q stores are open and at what hours do they open and close?

All B&Q stores are now open with the exception of our ROI and Guernsey stores.

All stores are open from 8 a.m. to 5 p.m. Monday to Saturday. Hours of operation on Sundays vary, so please see the store location page on the B&Q website for details on your local store.

Will B&Q return policy be extended?

We don’t want you to worry about items that need to be returned, so even though our stores have been closed, we have extended our return policy.

You can now return the items to your local store as usual, once it has reopened, provided that you meet all of the other conditions of our return policy, including proof of purchase requirements.

More than half of our stores are now open and we plan to open the rest of the stores in early May.

We are unable to offer refunds or exchange items that have been cut to size, custom made or mixed to your individual needs.

Products liable to deteriorate or expire quickly, including perishable products such as plants or lawn, will not be exchanged or refunded, unless they are defective or poorly delivered.



Buyers line up at a B&Q DIY store in Watford

What security measures are in place in your open stores?

We are reopening our stores to help you repair and maintain your homes and gardens while staying at home.

It is important that you can shop safely, and we have therefore endeavored to put in place strict social distancing measures to ensure your safety and that of our colleagues.

This includes disinfection stations to make sure the carts are ready to go, a secure queue 2 meters apart before entering the store, 2 meter navigation markers at the ground to guide you through the store, plexiglass screens at our checkouts and contactless payments only.

Unfortunately, our wood cutting, paint mixing and design appointments are temporarily unavailable.

We ask buyers to limit their group of traders to a maximum of two people and not to bring people under the age of 16 to shop.

Colleagues are on hand to remind everyone to stay safe and follow these instructions.

Whether you buy in store or online, we encourage you to follow government guidelines on social distancing and only make responsible purchases for what is necessary.

What products can I buy?

In our reopened stores you can buy a wide range of items available in the take-out store during the day.

Currently, services such as kitchen and bathroom design, Valspar paint mixing, wood cutting and key cutting are not available.

For stores that remain temporarily closed, you can place orders on diy.com for a limited range of Click + Collect items and contactless home delivery.

Whether you buy in store or online, we encourage you to follow government guidelines on social distancing and only make responsible purchases for what is necessary.

Why can’t I order what I usually buy from B&Q?

We want to make sure that we get the right balance on the products offered so that we keep customers and colleagues safe while meeting customers’ needs for the maintenance of their homes and gardens, as well as their well-being, during this period of self-isolation and social distancing.

In our reopened stores, we only sell items that customers can buy and take to the stores the same day.

Currently, services such as kitchen and bathroom design, Valspar paint mixing, wood cutting and key cutting are not available.

Online, we offer a reduced line that has been modified to meet most home improvement needs while providing the best shopping experience possible during times of high demand.

My apologies if an item is temporarily unavailable for you to order now.

Are your garden centers open and what can I buy?

The designation of essential retailer allows us to offer our full range, and our garden centers have reopened as part of our store reopening program.

Our reopened stores offer a range of plants, composts, tools, pots and other gardening needs.

Whether you buy in store or online, we encourage you to follow government guidelines on social distancing and only make responsible purchases for what is necessary.

Can I still place a Click + Collect order?

Yes, Click + Collect is available on diy.com for a limited range of products. Our goal is to have this service the next day, however, it may take several days for orders to be ready, and may be temporarily unavailable during peak hours.

Your items will be available for collection from the store as usual.

The collection point for reopened stores is at the Click + Collect office in store, and for stores that remain closed, at the parking collection point.

We will contact you when your order is ready to be picked up. Do not go to the store until you have confirmed that your order is ready.

Once you receive a notification, please come and store as soon as possible.

Collections can be made from 8 a.m. to 5 p.m. Monday to Saturday. Usual opening hours apply on Sundays.

Items will be kept for a maximum of 2 days. If you do not collect your order, it will be canceled and we will issue a refund, which may take up to 14 days to appear on your statement.

Read more

Coronavirus epidemic

How long does it take for my order to be ready?

During these unprecedented periods, it may take a few days to process your order and receive confirmation emails. We are asking for your understanding at this time.

Remember that you should only travel to a store after being notified that your order is ready to be picked up. Once you have received a withdrawal notice, please go to the store as soon as possible.

Collections can be made from 8 a.m. to 5 p.m. Monday to Saturday. Usual opening hours apply on Sundays. Items will be kept for a maximum of 2 days. If you do not collect your order, it will be canceled and we will issue a refund, which may take up to 14 days to appear on your statement.

If you have not received an order confirmation within 48 hours, please use the Contact Us page and complete the online form. Please note that it may take a few days for us to send you a collection notice.

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