Customer Services

FAQ's

How much is Delivery?
Express delivery (next business day) is FREE when you spend £10 or over. For orders under £10 the Express delivery charge is £5. We also offer a Turbo delivery option (next business day before 12 noon) for an additional £5 charge. Remote areas: For orders to some addresses, Express or Turbo delivery options are not available. Click for more details.
When can I expect my order to be delivered?
Order before 8pm (Sunday 2pm) for next business day delivery. Express delivery usually gets to you by 1800 (6pm) and Turbo delivery usually by 1200 (noon) on the next business day (Monday - Friday). Remote areas: For orders to some addresses, especially in the Highlands of Scotland and Offshore, next day delivery options are not available and delivery can take several days.
What if I'm not in when my order is delivered?
If you, or the intended recipient, are not available, each time an attempt is made, our parcel carrier will leave a card at the delivery address confirming that they have tried to deliver. Follow the instructions on this card to rearrange delivery or to collect your products.
Where can my order be delivered?
Your order can be delivered to any UK address and can be to the billing address or an alternative address, except on your first order, which must be the billing address for security reasons. You can manage your address book on the My Account page. We are unable to deliver to the Republic of Ireland, BFPO or the Channel islands. Transport regulations mean that some products cannot be delivered to offshore locations; this will be clarified at the time of ordering.
Which carriers do you use for delivery?
We want to ensure that your order is delivered quickly and safely so we have given careful consideration to the carriers we use to fulfil them. Our chosen partners are Parcelforce, Tuffnells & Royal Mail.
How does Click & Collect work?
Browse online, or on a smartphone, for items to add to your trolley. Ensure you check that stock is available at your chosen branch using the stock availability drop down list on the product page or in your trolley. Check the branch opening hours to ensure you have sufficient time to collect your order. Proceed to the checkout, select the Customer Collection option and choose your branch from the drop down list. Check for the green confirmation message and continue to payment. Confirm your order and collect from the branch from 20 minutes later. If items are not available for same day collection, then place a separate order before 8pm (Sunday 2pm) and you can collect Next Business Day after 3pm.
How does Call & Collect work?
Browse online, on a smartphone or in the catalogue for the items you wish to order. Give us a call for free to place your order and we can check that the stock is available at your chosen branch. Collect from branch from 20 minutes later. Call FREE on 0808 100 7211.
How do I check that you have the products I require in stock?
You can check stock availability for the product you are browsing by selecting from the drop down box on the right of the page either for delivery or for the branch you wish to check. The number of products available will be shown for each part in the line listing. You can check stock availability in your Trolley using the drop down box on the right hand side.
Which payment options do you accept?
We accept most forms of credit or debit cards, including Visa, Mastercard, Maestro, Delta and American Express. Click for more details. All cards are processed via secure server technology and are subject to validation and authorisation by both the card issuer and us. We do not save your payment details. This ensures that we maintain a safe and secure payment process. For orders placed via our main website you can also pay via Paypal. For orders placed via our branches you can also pay by cash. Click for more details in our terms of business.
Is my personal information and payment information stored securely?
When you provide us with personal information such as your name, email address contact details or payment details we treat it with the utmost respect and maintain the highest level of security and privacy. All of the forms which gather or display personal information on our site are protected by a mechanism called SSL. Firewalls are used to block unauthorised access to our servers which are themselves located in a secure location. Our stringent internal procedures ensure that your information is kept confidential within Toolstation Ltd. We do not rent or sell this information to other companies. If you request information or place an order with us you are added to our mailing list and may receive information from us on an ongoing basis. If at any time you wish us to stop contacting you simply call us on Freephone 0808 100 7211 or Mobile Friendly 0330 333 3303 or send us an email to info@toolstation.com. Click for more details in our Privacy & Security Policy
How do I return an item?
Click here for more details on our after sales support and returns policy.
Where can I get technical help with a product I have bought?
A number of product brands in our range offer a helpline service, and this is usually the fastest way of resolving technical issues. These include; Draper, Flag, Rustins, SIP, Bosch, Karcher, Milwaukee, Fischer, Leyland Trade, Swann and several more. For a full list of product brands and for contact details click here.
How do I contact my local branch?
Our Customer Service team can help with any queries you might have. Call us on Freephone 0808 100 7211 or Mobile Friendly 0330 333 3303 using mobile inclusive minutes. Our UK Call Centre is open 7am to 8pm Monday to Friday, 7am to 7pm Saturday & Bank Holidays and 9am to 5pm on Sunday.
Can I reprint an invoice?
Go to the My Account page and select Order History from the top menu. Select the required order and click on the Print Copy Invoices button.
Can I track my Order?
Go to My account, click on Order history from the right hand menu and your order status will be shown. To track a parcel once it has been despatched, select the order from the Order history page to display a copy of the order invoice. The parcel carrier allocated to your delivery will be shown on the right hand side of the invoice next to the lorry icon. Click on the icon or the parcel carrier name to link through to their website and the tracking details for your delivery.