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FAQ

 

  Delivery

How much does delivery cost?

We offer free next day delivery on orders over £100 including VAT.
A delivery charge of £4.95 applies for orders under £100.
There are upgrade options also available (AM, Saturday or Sunday).
Free next day delivery may not apply to some areas (highlands and islands).
Please see our delivery information page for full details.

Can I have my order sent to a different address?

Yes, there is an option on the checkout procedure to set an alternative delivery address to your billing address.

What happens if I am not at the delivery address when the delivery is being made?

We require all parcels to be signed for. A signature can be obtained from anybody at the delivery address. If there is nobody in when the delivery is attempted, you will be left a card by the couriers which will have instructions on how to receive the parcel. Our couriers, DPD, will endeavour to send a text message and email on the morning of the delivery giving you a 1 hour delivery slot to try and avoid this from happening. See delivery information page for more details.

Can my parcel be left in my porch?

No unfortunately our couriers require a signature as proof of delivery, they are unable to leave parcels without one.

When will I receive my goods?

If your order is place before 4pm Monday - Saturday it will be dispatched for next working day delivery. (Exclusions apply) Please see our delivery information page for more details . You also have the option to choose a specific delivery day using the delivery calendar within the checkout process.

What time will my delivery be?

Standard and Saturday deliveries can take place anytime between 8am and 6pm although you should get either a text message or email (depending on the information provided) from our couriers on the morning of delivery with an estimated 1 hour time slot. Deliveries upgraded to an AM service will be delivered before 12 Noon

  Stock

Are all of your items in stock?

All of our products are linked in with our back end database that takes stock levels directly from the warehouse. All products that have the "In Stock" flag should be in stock and ready for dispatch. If we receive an order and then discover that the item is out of stock we will make every effort to contact to confirm your options on how to proceed.

If some of my items are out of stock and some are in stock, what happens?

We will contact you to give you the choice of having one delivery when your order is complete or we can send the items that we have first whilst we wait for the back ordered lines to arrive (there will be no additional delivery charge for this)

How will I know when an out of stock item is ready for me?

If you choose to leave an out of stock item on Back Order we will maintain regular contact with you to update you on its progress. This will include a phone call to confirm its arrival and arrange your delivery requirements.

I can't find what I'm looking for on your website, can you get other products?

Yes, we have direct accounts with all major brands and are more than happy to supply other products that are not in our standard range. Please call or email us with your requirements and we will get back to you as quickly as possible with a price and availability.

  Ordering

Is your website secure?

Yes, we are a Thawte certificated "safe shopping" website and use a secure payment service provider to ensure that all of your details are encrypted immediately.

Can I order by phone?

Yes, if you would rather, you can call our order line on 020 8498 3600 between 8am - 5pm Monday to Friday or 9am - 1pm on Saturdays. We have trained staff that can not only take your order but also help advise you on the products in our range.

Will I get a VAT invoice?

Yes, your VAT invoice will be supplied with your goods. If this doesn't find its way to you then you can request a copy at any time.

Am I able to amend my order once it's submitted?

Unfortunately, once you have clicked "Submit Order" your order is sent immediately to our warehouse to be processed for delivery. It is therefore unlikely that we can amend your order after this stage, but you are welcome to call us and if it is possible we will do our best to try.

  Customer Service/Returns

Can I return unwanted items?

Yes, if for any reason you no longer require your goods, or you have ordered an incorrect item by mistake we will offer a full refund or exchange within 30 days of purchase if the item is returned to us in its original condition and packaging. Alternatively we can arrange for our couriers to collect from you, however a charge of £4.95 may be applied for this service.

If you wish to return the item(s) yourself then please phone our aftersales dept on 0208 532 5000 to inform us that you're returning an item. Then print a copy of THIS FORM, fill out the required information and ensure you return it with the product(s). Failure to do so could result in your return not being processed.

I have been delivered an incorrect item, what do I do?

We have strict control and checking procedures operating in our warehouse so it is extremely unlikely that an error will occur, however unfortunately sometime mistakes can still be made. If this happens we will collect and redeliver a replacement item as soon as possible and this will obviously be at no cost to you.

I have received a damaged item, what do I do?

Please try and check the condition of the parcels before you sign for them, if you are in any doubt please make a note on the couriers paperwork. If you discover an item is damaged please contact us as soon as possible (must be within 7 days) and we will arrange a replacement for you, obviously we would cover any courier costs.

What warranty comes with my product?

Every product we sell is covered by the manufacturer's warranty. The length of warranty should be stated in the product details page. Some manufacturers require registration in order to validate or extend a warranty. Please ensure that this is done where applicable.

I need to arrange a power tool repair that is within its warranty period, what do I do?

You can call or contact us directly and we can explain the procedure dependant on which brand of tool you have.

Power Tool Warrenty

If however the product is older than 28 days, but still within its warranty period then please CLICK HERE to see specific details of each manufactuers warrenty details

Hand Tool Warrenty

For hand tools, boots or anything other than Power Tools please refer to the manufactuer's handbook or give us a call on 020 8532 5000; use option 2 for customer service and we will advise on the best course of action.

 

  General

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