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Most questions have a quick answer below, or a page that already does the job. For everything else, the form gets to a real person.
Common questions
Before you write in
The short version of the things people ask us most.
How do payments and payouts work?
A buyer's payment is held by BuildRelay until you both confirm the handover. Once an order is marked complete, funds are released to your Stripe account — usually within two working days. You keep 100% of your listed price — selling is free. Full detail in our Refund and Cancellation Policy.
Is selling free?
Yes — listing is free and selling is free. You keep 100% of your listed price on every sale. Buyers pay a separate Buyer Protection Fee at checkout to fund secure payments, verification and dispute support. See Plans & billing.
How do I report a listing or a seller?
Use Report this listing or Report this seller on the relevant page — that routes straight to our trust & safety team and is faster than this form. See what we don't allow in our Unsafe Materials Policy.
The materials weren't as described — what now?
Message the seller first with photos — most issues sort themselves out. If you can't agree, open a dispute from the order within 14 days of collection and our team will review it. Details in our Refund and Cancellation Policy.
How long does identity verification take?
Usually a few minutes, sometimes up to 24 hours if it needs manual review. You'll get an email either way. You can check your status any time under Settings → Identity verification.
Can I change or cancel my subscription?
Yes, any time from Settings → Plan & billing. Downgrades take effect at your next renewal. New subscriptions can be cancelled within 14 days for a full refund.
How do Boost and Featured listings work?
Boost gives a listing 24 hours of increased visibility for £1.99; Featured gives it 7 days of prominent placement for £4.99. Trade and Business plans include a set number of credits each billing period, which are used automatically before you're charged for extra.
What happens if a buyer doesn't collect the materials?
Report it from the order after the agreed collection time passes. If it's not resolved within a short window, we'll cancel the order and refund the buyer, and repeated no-shows are recorded on their account. See our Refund and Cancellation Policy for the full process.
Safety-critical issue?
Suspected asbestos, hazardous materials, or a stolen listing
Don't wait for the form. Report it directly so our trust & safety team can act immediately — most reports are reviewed within a few hours.
Email trust@buildrelay.co.uk Get in touch
Send us a message
We reply to most messages within one working day.
Response time
Within one working day for general queries. Order disputes and safety reports are prioritised ahead of the queue.
Trust & safety
Restricted materials, stolen goods, or fraud — email directly for the fastest response.
trust@buildrelay.co.uk