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General FAQs

  1. How will the relationship between sellers and the B&Q marketplace be managed?
  2. Under what circumstances can the marketplace suspend a seller account?
  3. ​What support will the marketplace team offer to a seller?
  4. ​Are there any fulfilment capabilities provided by B&Q?
  5. What customer data will sellers have access to, and how can sellers see it?
  1. When will marketplace go live and customers can start buying products?
  1. How do sellers communicate with the customer?
  2. How will the order confirmation process work?
  3. What communications will be sent to the customer when they make an order?
  1. How will deliveries be charged?
  2. Can sellers choose their own courier for deliveries?
  3. Can customers order products to collect in store?
  4. Are there any requirements on product packaging?
  1. Are there limits on what I can sell on the B&Q marketplace?
  2. Will sellers be allowed to sell the same products?
  3. How will promotions work?
  4. How will DIY.com look different from today and will the products be highlighted as different from B&Q products?
  1. How will the payment process work?
  2. Who is the planned payment service provider for marketplace and what services will they provide?
  3. How can I view financial accounts from the B&Q marketplace?
  1. What does the onboarding process involve?
  2. How can I close my marketplace shop?
  1. Will we allow any seller to sell on our marketplace?
  2. What will be the commission rates on the B&Q marketplace?
  3. Will there be any other fees sellers have to pay as part of marketplace?
  4. What requirements must sellers meet in order to be able to join marketplace?
  5. What are the requirements for wood and/or paper products?
  6. ​What are the requirements if a seller wants to ship to Northern Ireland?
  7. Once a seller is on our marketplace, will they be allowed to continue selling no matter what?
  8. What KPIs will a seller be monitored on?
  9. How will sellers be supported to maintain a high bar for customer experience?
  1. Why join B&Q’s marketplace?
  2. Why join now?

Ways of working and support for sellers

  1. How will the relationship between sellers and the B&Q marketplace be managed?

    Before sellers are live on marketplace a Marketplace Business Development Representative will guide them through the onboarding journey. When they are live, they will have an Account Manager who will be responsible for providing support and guidance to them.

  2. Under what circumstances can the marketplace suspend a seller account?

    A seller can be suspended if they are in breach of contract, for example:

    • Breach of SLAs (customer ratings, defect rate, incident rate, availability, shipping time, etc.)
    • Serious or multiple issues flagged by customer quality score
    • Selling restricted or illegal products
    • Committing fraud
    • Attempting to take transaction elsewhere
    • Failure to meet quality assurance requirements

  3. ​What support will the marketplace team offer to a seller?

    Before sellers are live on marketplace a Marketplace Business Development Representative will guide them through the onboarding journey. When they are live, they will have an Account Manager who will be responsible for providing support and guidance to them.

  4. ​Are there any fulfilment capabilities provided by B&Q?

    B&Q will not provide any fulfilment service and sellers will be expected to fulfil all products directly to the customer. The seller must deliver the product in accordance with the timeframe set out by the seller in the product listing and, in any case, no later than 7 days after the customer’s purchase on marketplace. In addition, we expect sellers to dispatch their products within 2 days of receiving the order from the customer.

  5. What customer data will sellers have access to, and how can sellers see it?

    We will collect certain customer data:

    • Customer’s payment type
    • Name
    • E-mail address
    • Shipping / billing address

    We will make this customer data available to a seller during the order process through the Mirakl platform for the purpose of the seller fulfilling the order. We will not share any other customer data with the seller. This does not include warranty claims by the customer, in which case sellers are permitted to collect the relevant information from customers.

Launch

  1. When will marketplace go live and customers can start buying products?

    The exact launch date is still to be confirmed and we will provide further information on this. 

Communicating with the customer

  1. How do sellers communicate with the customer?

    All communications between the seller and a customer must be made using the communication tools made available via the marketplace. The seller should not attempt to communicate with the customer outside of the marketplace with regards to any aspects of the marketplace transaction, except for communications in relation to warranty registration or warranty claims which may be carried out between a seller and a customer directly. The seller must be able to interact with customers in the local language of the place of residence of the customer (so, for example, the seller must be able to interact in the English language with customers resident in the UK). See the customer service guidance for further details on communications with customers. 

  2. How will the order confirmation process work?

    When a customer purchases a product on the marketplace, the order will be automatically accepted. We will send an order confirmation email to the customer on the seller’s behalf. If the seller is subsequently unable to fulfil the order the seller must trigger the refund process and we will notify the customer.

  3. What communications will be sent to the customer when they make an order?

    We will automatically generate an order confirmation email when a customer places an order on the Seller’s behalf. If the seller triggers a refund after the order has been auto-accepted, we will notify the customer on the seller’s behalf. The arranged carrier will also likely contact the customer with delivery updates and notifications via email or text. A post-order delivery email will also be sent after the scheduled delivery slot for the customer to rate the service/ order. Any communications between the seller and customer must be made using the tools available on our online marketplace.

Delivery

  1. How will deliveries be charged?

    Initially, there will be no separate delivery charges for marketplace products on DIY.com. The price of the product must include all applicable taxes and any additional charges related to the product (including delivery costs). Any delivery costs must therefore be borne by sellers, and included in the price if necessary. In the future, we will develop a solution to enable separate delivery fees which will allow sellers to set a delivery charge that will be seen by the customer separately to the product price.

  2. Can sellers choose their own courier for deliveries?

    Yes, sellers are responsible for fulfilment and can choose their preferred courier for deliveries. The seller must deliver the product in accordance with the timeframe set out by the seller in the product listing and, in any case, no later than 7 days after the customer’s purchase on marketplace. In addition, we expect sellers to dispatch their products within 2 days of receiving the order from the customer. 

  3. Can customers order products to collect in store?

    This functionality will not be available initially, but is something we are planning to build into our marketplace in the future. We will keep sellers informed with our progress and hope to implement it soon.

  4. Are there any requirements on product packaging?

    Aside from the legal requirements that product packaging must feature the relevant UK legal entity address, and any product instruction manuals must be correct, there are some additional requirements on packaging in our Vendor T&Cs:

    • Packaging must not include any branding of a fulfilment partner 
    • No flyers / leaflets or other promotional materials are permitted to be included in the packaging (this does not include any information related to a manufacturer’s product warranty)

Product listings

  1. Are there limits on what I can sell on the B&Q marketplace?

    Sellers are not allowed to sell the same first party products sold by B&Q. For example a seller will still be able to sell drills but will not be able to sell the exact same drill SKU that B&Q sells. Sellers will be allowed to upload all of their offers in the agreed range to our marketplace platform but if another seller(s) is selling the exact same SKU, customers will only see the offer that has the best customer promise on DIY.com.  This will be based on a range of factors including price and availability.  

    There is also a list of prohibited items, including products that are restricted from an ethical or sustainability reason, such as furs, and those that are illegal to sell in the UK. See the Vendor T&Cs for the full list. 

    Initially the marketplace will only operate in 4 categories - power tools, lighting, wallpaper and small domestic appliances. Sellers will not be allowed to sell products outside of these categories until further categories are launched. We will be rapidly rolling out across 26 categories throughout 2022 & 2023.

    We will also agree with each seller the specific categories / sub categories / products that they can sell on our marketplace. Sellers are expected to adhere to this agreement at all times. If a seller wants to extend their range into additional categories / sub categories / products outside of this agreement they need to seek approval from their Account Manager.

  2. Will sellers be allowed to sell the same products?

    Sellers will be allowed to upload all offers in the agreed range to our marketplace platform, but if more than one seller is selling the same SKU, customers will only see the offer from the seller that offers the best customer promise for that product. This will be based on a range of factors including price and availability. 

    Sellers are not allowed to sell the same first party products sold by B&Q. 

  3. How will promotions work?

    Sellers control their pricing so they can discount their products but promotions for marketplace products will not be formally promoted to customers on the marketplace. B&Q first party products will continue to run promotions as today and in the future marketplace products will have the option to be included in these promotions. We will provide further details on this in the future. 

  4. How will DIY.com look different from today and will the products be highlighted as different from B&Q products?

    Products will be shown in the same way as first party B&Q products are shown today on product search / lister pages. On product detail pages, a ‘Sold & shipped by X’ label will let customers know who the item is being sold by. Inside the basket and checkout, items will be grouped into those sold and shipped by B&Q, and those fulfilled by our verified sellers. See below for examples of this.

    Example product detail page with ‘sold & shipped by X’ label (indicative only):

    Example basket showing separately grouped B&Q and verified seller products (indicative only):

How payments will work

  1. How will the payment process work?

    Sellers will be paid every two weeks. At the end of each two-week period, we will calculate the total product sales for each seller, less the £39 monthly subscription fee, less B&Q’s commission on sales, less any refunds to the customer, any chargebacks or costs incurred by B&Q (e.g. due to product recalls or fraudulent transactions, see Vendor T&Cs for full details) and less any amount arising out of an overpayment made by B&Q. This amount will be paid to the seller.

    If this total is negative (e.g. because of refunds), then B&Q will either:

    • Request or invoice this amount to the seller, which will be payable immediately
    • Invoice this amount, to be deducted from payments from B&Q to the seller in future

    If the seller fails to make the payment within the required period, then B&Q may suspend the seller from the marketplace until the payment is made; and interest will accrue on the payment until it is made (see T&Cs for the amount of interest payable).

  2. Who is the planned payment service provider for marketplace and what services will they provide?

    We are still finalising who the PSP will be for marketplace and will communicate this to sellers as soon as it is agreed.

  3. How can I view financial accounts from the B&Q marketplace?

    Sellers can access financial documents by going to My account -> My statements on the Mirakl platform. Here sellers can view:

    • Information on billing cycles - order files, summary of transactions, and a transaction history
    • Accounting documents - here they can view every invoice exchanged between the marketplace and the seller

Integration and onboarding process

  1. What does the onboarding process involve?

    Sellers will be provided with an onboarding manager who will support them through their onboarding journey. This will be split into 2 stages: Shop creation and range upload. Below outlines the shop creation process. Refer to the Product Publishing Guide to find guidance on the range upload process which involves integration with our marketplace platform, mapping products to our product hierarchy, mapping attributes and values and importing products. 

    To find additional information on the seller onboarding process, please refer to the Mirakl documentation portal where detailed documentation is available to guide you through each stage of shop setup.

    Shop creation

    Each seller must create their own shop in our marketplace platform (Mirakl). They will be sent a link by our team where they must first agree to our T&Cs, and then will be able to create an account. Sellers must use this link within 48 hours, as it will expire after that period. To do this, sellers must fill out:

    • Email
    • Shop name
    • Company name
    • Company registration number
    • VAT number
    • Contact details
    • Address
    • Declarations of compliance:
      • Confirmation that all product instructions / manuals are accurate
      • Confirmation that goods are located in the UK at the time of sale
      • Confirmation that you have not been suspended from the marketplace
      • Expiry date of product liability insurance
      • Confirmation of regulatory compliance

    Once sellers have created their account, they will be able to log in - to finish setting up their account there is further information to fill out under my settings, in the following sections:

    Field Description / notes
    My account
    Shop name & descriptionYou can also set dates during which your shop will be closed, if there is a period in which you will not be taking orders.
    Shipping country of originWill always be UK for MVP
    Return policyThis field will not be used, since initially all sellers will follow our returns policy - if you fill this in it will not be surfaced on our website.
    PSP fieldsSee below
    Logo / bannerThis field will not be used, since initially seller pages will not have this functionality - if you fill this in it will not be surfaced on our website.
    Proof of insurance & expiry dateProof of policy document upload required (see minimum insurance requirements below) Date field for expiry date
    Proof that seller legal entity address is included on packagingPhotograph upload
    Seller declarationsAs above in shop creation stage
    Full name of legal entityIf different to company name provided above
    UK legal entity addressIf different to company address provided above
    Contact detailsTo be displayed on invoices
    Individual contact detailsName, email, & phone required
    Business AddressAs set in shop creation stage
    Bank account detail
    Bank account owner name
    Bank name
    Bank account number
    Bank sort code
    ChannelsInitially B&Q will be the only available channel, so no action required
    Shipping configuration
    Shipping zonesSellers need to select which shipping zones they are able to fulfil orders to. The set of shipping zones is set by B&Q: England, Wales & Scottish mainland (excluding Highlands, offshore islands & NI) Scottish Highlands - remote highlands locations defined by major delivery companies Offshore islands - all UK offshore islands incl. Isle of Wight, Isles of Scilly, Scottish islands Northern Ireland Delivery to Jersey / Guernsey / RoI currently not permitted Sellers should only tick the Northern Ireland shipping zone if they can comply with all requirements incl. having the right certification, labelling shipments correctly. The requirements also include having an EU legal entity to trade in NI.
    It is a requirement to select a minimum of one shipping zone they can fulfil to. It is not mandatory to be able to ship to all zones.
    To control the delivery of specific products (e.g. large items), use open shipping classes and select only specified shipping zones for that class
    Shipping optionsThis allows you to set your minimum and maximum delivery time. Initially sellers will not be able to charge a separate fee for delivery, so they will not be able to change these settings
    Imports
    Error reports
    FTP / HTTP imports
    Define product tag for XMI file imports
    CSV delimiterSetting to distinguish between semi-colon & comma for CSV files exported from Mirakl

    Seller onboarding to our payments service provider (PSP)

    The required details for the payee verification check with our PSP will be sent from Mirakl to the provider. In order to open their shops, sellers must agree to our PSP’s terms and conditions in Mirakl, and ensure the relevant fields are filled out. This is likely to include shop details & some personal details, including identity documents from up to 5 business stakeholders.

    Separately, seller bank details will be sent from Mirakl to our PSP.

    Quality assurance - seller level 

    When the shop has been created there will be various checks conducted:

    • We will review the information provided to confirm its accuracy and compliance with our terms and conditions
    • Sellers must provide evidence that they have taken out at least £2m of product liability insurance by uploading their insurance policy 
    • Sellers must provide photographic evidence that they have their UK Legal Entity address on packaging (and EU Legal Entity address if shipping to Northern Ireland) 
    • We will check that the VAT registration number sellers provide is valid
    • Our payment service provider will conduct a payee verification check after the relevant details and documents are added in Mirakl. The following information and documents are likely to be required:
    • Proof of business i.e. an article / certificate of incorporation
    • Proof of identity e.g. a passport or a driver’s license / ID card - required for up to 5 business stakeholders entered in the relevant section of a Mirakl shop’s settings
    • Authorisation - letter of authorisation from the business 

    If the seller passes these checks their shop will be approved. If there are any issues their onboarding manager will support with resolving these, but these checks must be passed for a seller to join our marketplace.

    Quality assurance - product level

    Each Listing and Product made available via the Online Marketplace must comply with Applicable Law and regulations, for example where relevant compliance with UKCA (Or CE marking if shipping to Northern Ireland), UK REACh, EUTR / UKTR and low voltage regulation. We may conduct checks on sellers’ products or product documents before allowing these products to be sold on the platform and we may conduct checks when these products are live to ensure quality and compliance is maintained.

    For example, we may ask to see:

    • Compliance with UKCA marking through a Declaration of Conformity or Declaration of Performance certificate and relevant 3rd party test report
    • Evidence of UK REACh compliance through a REACh lab test verification
    • Safety data sheets in the case of chemical products and evidence of the required safety warnings on packaging 
    • Physical samples of products

  2. How can I close my marketplace shop?

    There is a minimum notice period for shop closure of one month after the current billing month - your account will then be suspended at the end of the following month. At this time, you will stop paying the subscription fee and none of your products will be available to list on DIY.com.

    You will still be able to contact customers through the Mirakl platform & arrange returns after your shop is suspended, in order to fulfil our 90-day returns policy.

Specifications to work on our marketplace

  1. Will we allow any seller to sell on our marketplace?

    No - the marketplace will be a closed marketplace, meaning sellers will join by invitation. Both inbound and outbound leads will be reviewed and assessed against a range of criteria to ensure they meet our high bar for customer experience. Sellers will also have to go through the required onboarding process to be able to sell on our marketplace. This will include signing up to all requirements contained in our T&Cs and passing the required seller and product checks.

  2. What will be the commission rates on the B&Q marketplace?

    Commissions will be defined by category (see below). We also have a minimum commission fee of £0.25. 

    CategoryIncluding (but not limited to) sub-categories:Category take rate (except exclusions)Excluded sub-categories
    Power Tools  8%
    Power Tools Accessories 15%
    Lighting 15%
    Painting & Decorating·  Paint
    ·  Paint preparation
    ·  Finishes
    12%15%:
    · Paint & Decorative Tools (e.g. Sundries & Preparation, Brushes & Rollers, Decoration Knives & Scrapers, Stamps & Stencils)
    · Wall coverings (inc. wallpaper)
    Kitchens·  Taps
    ·  Sinks & drainers
    ·  Doors & drawers
    ·  Fittings
    ·  Storage
    15%12%:
    · Worktops & Splashbacks
    · Kitchen Carcass Trims

    8%:
    · Kitchen Appliances
    Hand Tools 15%
    Bathrooms·  Suites
    ·  Furniture
    ·  Baths
    ·  Pumps
    ·  Showers, shower enclosures & trays
    ·  Toilets
    ·  Wet rooms
    ·  Commercial bathrooms
    12%15%:
    ·  Bathrooms Accessories
    ·  Shower Accessories
    ·  Bathroom Taps
    Heating & Cooling·  Extractor fans
    ·  Electric heating
    ·  Ducting & ventilation
    ·  Electric underfloor heating
    ·  Air treatment
    ·  Fires, stoves & fireplaces
    ·  Gas heating
    ·  Fuels
    ·  Workshop heating
    15%
    Plumbing·  Water & oil storage
    ·  Hoses & tap tails
    ·  Plumbing insulation
    ·  Radiators & valves
    ·  Water heaters
    ·  Water treatment
    ·  Warm water underfloor heating
    ·  Water & waste pipes, clips, covers & fittings
    ·  Boilers & accessories
    ·  Central heating controls
    ·  Soil & vent
    ·  Cylinders
    12%15%:
    · Traps
    ·  Toilet Fittings
    Safety & Workwear 15%
    Electrical·  Switches & sockets
    ·  Test & detection
    ·  Electrical consumer units
    ·  Cable, reels, extension leads & accessories
    ·  Batteries
    ·  Earthing
    ·  Junction *& mounting boxes
    ·  Cable management
    ·  Fuses & fuse holders
    15%12%:
    · Smart Homes (Electrical)
    ·  Smart Homes (Security)
    8%:
    · Intruder Alarms
    ·  Door Chimes
    ·  TV & Satellite
    ·  CCTV
    ·  Room Control
    ·  Data Networking
    Building - Timber & PVCu·  Exterior, interior & garage doors
    ·  Windows, sills & flashing
    8%12%:
    · Decking
    ·  PVCu

    15%:
    ·  Staircases
    Building - Building Supplies·  Aggregates
    ·  Building sundries
    ·  Bricks & blockwork ·  Building chemicals
    ·  Plaster & plastering compounds
    ·  Coving
    ·  Boards
    ·  Damp protection
    ·  Manholes
    8%12%:
    ·  Paving
    ·  Channel Drainage
    ·  Insulation
    Building - Building Equipment 8%
    Building - Metal Work 8%
    Building - Roofing & Walling 12%
    Cleaning & Waste·  Cleaning
    ·  Clothes hangers & airers
    15%8%:
    ·  Vacuum Cleaners
    ·  Cleaning Machinery
    ·  Pressure Washers
    ·  Ironing
    ·  Rubbish Bins & Bin Bags

    12%:
    ·  Cleaning Products
    ·  Pest Control
    Outdoor - Garden Tools & Equipment·  Garden tools
    ·  Garden equipment
    ·  Watering
    15%8%:
    ·  Garden Power tools (e.g Water Pumps; Blowers & Vacuums; Chainsaws; Garden Multi-tools; Garden Trimmers; Landscape Power Accessories; Landscaping Batteries & Chargers; Log Splitting; Rakers & Scarifiers; Tillers; Lawnmowers)
    ·  Bins, Tubs & Bags
    Outdoor - Garden Structures & Fencing·  Structures
    ·  Growhouses & greenhouses
    ·  Outbuildings
    8%12%:
    ·  Fencing
    Outdoor - Landscaping & Aggregates·  Bagged materials
    ·  Landscaping
    ·  Planters
    ·  Growing
    15%12%:
    ·  Plant Feed & Fertiliser
    ·  Pesticides
    ·  Growing Protection & Support
    ·  Agricultural supplies
    Outdoor - Garden 15%
    Flooring & Tiling·  Carpets & mats
    ·  Hard flooring
    ·  Soft flooring
    ·  Tiling ·  Underlay
    12%15%:
    ·  Flooring Accessories
    Home·  Bedrooms
    ·  Furniture
    12%15%:
    ·  Soft Furnishings
    ·  Home Decor
    Fixings, Fasteners & Ironmongery 15%
    Sealants & Adhesives 15%
    Access & Storage·  Tool storage
    ·  Lockers & storage systems
    ·  Manual handling
    ·  Shelving & workbenches
    ·  Storage bins, boxes & hooks
    ·  Towers & platforms
    8%15%:
    · Ladders
    ·  Padlocks
    ·  Safes
    Automotive 15%
  3. Will there be any other fees sellers have to pay as part of marketplace?

    There will be commission on sales (as above) and a £39 per month subscription fee. There will be no additional fees, although this may change in the future.

  4. What requirements must sellers meet in order to be able to join marketplace?

    Our full requirements are captured in our Vendor T&Cs but sellers can find a summary of the key seller requirements below (this is not exhaustive):

    Fulfilment and customer service capability 

    • Responsible for fulfilment so must have D2C capabilities. 
    • Able to ship products within 2 days and able to deliver products within 7 days of a customer making an order
    • Provide track and trace numbers to customers for deliveries
    • Ability to respond to customer queries within 48 hours and resolve fully within 72 hours
    • Ability to engage with B&Q (through seller account managers) on urgent matters within 24 hours (e.g. issues with products, fraud risk, suspensions, etc.)
    • Able to interact with customers in English
    • Must comply with all relevant UK shipping regulations e.g. safety labelling, legal entity address on packaging

    Integration with our systems

    • Ability to integrate with our marketplace platform (Mirakl)
    • Ability to upload all of their products (or offers against products) in the required format and with the required attributes
    • Ability to upload images of the sold version of the product in the resolution required
    • Ability to resolve product issues within 2 days of issues being flagged by B&Q (or faster)

    Legal, tax and financial requirements 

    • Initially sellers must be UK based and goods must be located in the UK at the time of sale (the marketplace will expand to international sellers in the future)
    • Have a UK legal entity address and have their UK legal entity address on their packaging
    • A valid VAT registration number
    • Hold a valid liability insurance policy / certificate showing the seller has taken out at least £2m of product liability insurance 
    • Pass our credit check (rated A, B or C) 
    • Pass payee verification checks conducted by our payment service provider
    • Comply with all anti-slavery and anti-bribery requirements and all Applicable Laws relating to tax evasion and the criminal facilitation of tax evasion (as outlined in our Vendor T&Cs)
    • Comply with VISA regulation for payments on our platform. The requirement is that a seller does not exceed, across any 12-month period, both:
      • 10% of the marketplaces’ Visa volume 
      • USD 10 million in Visa volume through the marketplace

    Ethical / integrity requirements 

    • Sign up to the Kingfisher Code of Conduct and Responsible Business Criteria (see our Vendor T&Cs for further details) 
    • Pass our integrity check - this consists of background checks that we will conduct. The purpose of this check is to look for any risks associated with corruption or bribery
    • If seller sells wood or paper products and is not FSC / PEFC certified, seller must agree to become certified within 5 years of joining the marketplace (see below and our Vendor T&Cs for full details) 

    Product regulations 

    • Each Listing and Product made available via the Online Marketplace must comply with Applicable Law and regulations, for example where relevant compliance with UKCA (Or CE marking if shipping to Northern Ireland), UK REACh, EUTR / UKTR and low voltage regulation - and sellers must be able to prove this upon request
    • For any electrical products, sellers must be able to upload the latest energy label and provide the product energy rating when uploading the product
    • Hold accurate instructions / manuals for their products 
    • UK Legal Entity address on packaging if shipping to UK destinations (excluding Northern Ireland) or EU Legal Entity address if shipping to Northern Ireland 

    Shipping to Northern Ireland

    • Products must comply with EU regulation and have CE labelling (rather than UKCA)
    • Products must show the EU energy label 
    • You must have an EU legal entity to trade in Northern Ireland, which must be present on the packaging (like the UK legal entity)
  5. What are the requirements for wood and/or paper products?

    For products containing wood and/or paper sold in the marketplace we require sellers to: ensure all wood and/or paper is legally sourced; comply with all relevant regulations, including, where applicable, the UK Timber Regulation (UKTR) and EU Timber Regulation (EUTR); and to make best endeavours to source wood and paper products responsibly, avoiding deforestation and violation of human rights.

    The seller shall ensure that within five years of the seller joining the marketplace, all products containing wood and/or paper comply with the following criteria:

    1. Products containing wood and/or paper are from one of the following responsible sources:
      • Recycled: Verified/certified as recycled or reused (including pre-consumer or post-consumer sources) . 
      • Sustainably managed (shown below in order of preference):
      • FSC® (Forest Stewardship Council) with FULL Chain of Custody throughout the supply chain . [Note: This is the only certification scheme we accept for wood and paper sourced from tropical countries and for products containing any ‘endangered’, ‘vulnerable’ tree species or CITES Appendix III listed tree species. Sellers are required to comply within five (5) years of the seller joining the marketplace].
      • PEFCTM (Programme for the Endorsement of Forest Certification) with full Chain of Custody throughout the supply chain2. 
      • [Note that use of the FSC® and PEFC trademark is strictly controlled and the seller shall ensure compliance with relevant standards, contracts and licenses].
    2. Provide information on the timber species and country of harvest for wood and/or paper products.

    Annual targets and /or milestones will be set by B&Q to ensure the seller meets the criteria above within five years of joining the marketplace. The seller shall take reasonable measures to realise the criteria within this timeframe. The seller agrees to use best endeavours to action, implement and respond to reasonable requests from B&Q relating to deforestation and human rights risks.

    If the seller fails to show progress towards the criteria above throughout the five years, B&Q may suspend the seller immediately. 

  6. ​What are the requirements if a seller wants to ship to Northern Ireland?

    • Products must comply with EU regulation and have CE labelling (rather than UKCA)
    • Products must show the EU energy label 
    • You must have an EU legal entity to trade in Northern Ireland, which must be present on the packaging (like the UK legal entity)
  7. Once a seller is on our marketplace, will they be allowed to continue selling no matter what?

    Sellers will be monitored against a variety of KPIs (see below) and if they do not meet these KPIs or fall significantly below these KPIs then they may be suspended from selling on marketplace. For example, if they go over our defect rate SLA or have a high number of customer complaints they can be suspended. Sellers may also be suspended for other reasons, e.g. committing fraud or attempting to take a  transaction elsewhere. Suspension will be a last resort and seller account managers will work with sellers to ensure they are meeting our requirements, improving performance and maintaining a positive customer experience. 

    If sellers breach our T&Cs or responsible business criteria they can also be suspended from marketplace.

  8. What KPIs will a seller be monitored on?

    The quality & service KPIs can be found below. These will be regularly assessed & monitored as we go through testing & launch to ensure they are in line with our expectations.

    The following targets are the “Quality KPIs”:

    Service Level AgreementDefinitionTarget
    Customer reviewsAverage customer rating from 0 – 5*3.5 stars or higher
    Product defect rate (refund rate)The proportion of orders that are refunded due to fault of the seller< 2%
    Incident rate (customer complaints)The proportion of orders with incidents (customer complaints)< 2%
    Quality of digital assetsContinued quality of digital assets, e.g. structured SKU data-
    Availability (% of SKU in stock)The proportion of seller SKUs that are in stock> 90%
    Refund due to out of stockThe proportion of total orders seller being refunded due to being out of stock< 0.1%
    Provision of track & trace number for ordersEnables accurate tracking for all deliveriesProvided for all orders

    The following targets are the “Service KPIs”:

    Service Level AgreementDefinitionTarget
    On-time deliveryThe proportion of orders that customers received within 7 days> 96% orders delivered on time
    Shipping time (% shipped within 48 hours)The proportion of orders that the seller dispatches in less than 48 hours> 90%
    Average response time (to order-related messages)Average time period in which the shop responds to a customer’s order-related message (to focus on complaints)< 48 hrs
  9. How will sellers be supported to maintain a high bar for customer experience?

    Each seller will have an account manager who will provide support and guidance to help sellers maximise their sales and maintain our high standards for customer experience.

Why join our marketplace

  1. Why join B&Q’s marketplace?

    We have a trusted brand with a strong reputation among DIY enthusiasts. With more than 250 million annual visits to DIY.com, joining our marketplace will help sellers to reach more customers. Access to our extensive store network will eventually enable provision of store collection and returns of products, opening up the possibilities of an omnichannel approach. Sellers will benefit from our 50 years of experience, and dedicated support to help them maximise sales and customer experience. Our marketplace offers transparent and competitive pricing, including a small subscription fee and commission only on what they sell. Setup and management on the marketplace is simple, and includes easy integration of their catalogue.

  2. Why join now?

    Joining now presents an opportunity to be at the forefront of our marketplace, and to help shape the category. By being one of the first non-B&Q sellers on DIY.com sellers will gain more visibility, and will be in the best position to quickly build their traffic and sales. This presents an opportunity to develop an understanding of how to maximise sales, and make the most of our marketplace. Sellers will have access to dedicated support from our team of experts throughout onboarding and launch.

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