FAQs - Oscrete

Opening Hours & Contacting Us

When is Oscrete open? Our customer service team is available: Monday to Friday 8:30am to 5:00pm Call us on 01274 086299 or email sales@oscrete.com

Orders, Delivery & Logistics

How fast can Oscrete deliver products? We offer three flexible delivery options:

Express (48-hour) – For in-stock items ordered before 12pm
Standard (5-day) – Available for most stocked products
Made-to-Order – Delivery timelines confirmed at order

How can I check lead times? Please speak with your Sales Manager or contact Customer Services for product-specific lead times. We’ll always aim to meet your site schedule wherever possible.

Technical

What kind of technical support can Oscrete provide? We offer a wide range of expert support tailored to your needs, including:

Full laboratory trials using your materials
On-site testing and support
Batch book creation
Sample admixtures for customer-led trials (with guidance)

Do you offer lab testing services? Yes! We recently completed a major upgrade to our 100m² laboratory, doubling capacity. Features include:

Dedicated mixing bays and NPD area
Full-service concrete evaluation to BS & EN standards
Support for sustainability trials with low-carbon materials
Training and demo space for customers

What’s included in your lab testing service?

Tailored mix design testing
Strength, air content, consistency, and density analysis
Detailed performance reports and improvement recommendations
Consultancy advice, including sustainability planning

Do you offer materials collection for trials? Yes—we offer free collection of aggregates (stone, sand, etc.) and assist in pallet planning. Our technical team provides updates throughout the trial process and post-trial consultancy.

Complaint Handling & Product Issues

How do I raise a complaint? Please contact your Account Manager first to discuss the issue. Formal complaints can be made verbally or in writing.

How are complaints managed? All complaints are logged in our ISO9001 Customer Complaints System. Our Customer Service team will coordinate collection, investigation, or replacement as needed.

How long does it take to resolve a complaint? We aim to resolve all complaints promptly and professionally, keeping you updated throughout the process.

Who do I speak to for technical concerns? Reach out to your Sales Manager or contact our Technical Manager directly for urgent product-related issues.

Who is my Area Sales Manager?

Your Area Sales Manager depends on your location. Oscrete has a team of experienced managers covering regions across the UK, with our sister company Adcrete supporting customers in Ireland.

You can view the full list of our sales team.

If you’re unsure who to contact, our Customer Services Department will be happy to connect you with the right person. They are available Monday to Friday, 8.30am – 5.00pm, on 01274 086299 or via sales@oscrete.com.

Our Area Sales Managers are here to provide advice, discuss your requirements, and ensure you have the right products and support for your projects.

Payments & Accounts

What are your payment terms? Standard payment terms of end-of-month following the invoice date (net monthly) are only available to customers with an approved credit account. All credit accounts are subject to credit checks and ongoing review. A credit limit will be applied to each account, and if this limit is reached or exceeded, early payment may be required to bring the account back in line with agreed terms.

Do you accept payment without a trade account? Yes, we accept advance payment by card for customers without a credit account. Please note that cash-on-delivery is not accepted. A short form will be required to securely process your payment.

Which payment methods do you accept?