Frequently Asked Questions
Please see if we are able to assist you through any of the options below, which include frequently asked questions for each of these topics
Click & Collect
Check Branch Stock
My Account – FAQs
I’m having problems signing in.
Shopped online before? Try signing in with the email and password you registered with.
If you still can’t sign in, please reset your password here
Not shopped online with us before? You’ll need to register your email address and set up an account, even if you’ve shopped in branch or over the phone.
I’ve forgotten my password
If you have forgotten your password, please reset your password here, and enter the email address you registered with, you will then receive an email with a link for a new password.
How do I choose what Toolstation marketing I receive?
Go to your Account preferences to change your marketing preferences. On this page you can either opt in or opt out of our marketing channels of Post, Email or Text. When signed in, you can sign up to receive the latest discounts, offers and sale previews from Toolstation and its group companies.
You can also select how you wish to be updated with the progress of your order.
How do I edit my saved addresses?
Go to My Account and select Update Address to edit your saved address. Or to add a new address select Address Book in the right hand menu and select the green Add New Address button.
How can I view my orders or get a copy of my invoice?
Go to My Account and select Order History in the right hand menu. All of your online orders will appear here as soon as you complete the online checkout.
To print your online order invoice, go to Order History and tick the box alongside the order you wish to print, and click Print Copy Invoices button.
To email the invoice, expand the order details by clicking the blue arrow on the left of the order and then select Email. This will then be emailed to the email address registered with your account.
Do I have to be a tradesperson to shop with Toolstation?
Anyone can shop with us! You don’t need to be a tradesperson to shop with us.
My Order – FAQs
My order is missing an item.
Check your delivery label to ensure that all items listed in your delivery have arrived with you. Orders with multiple items may be split over a few deliveries.
If you want to track your delivery, please visit the Parcelforce website, www.parcelforce.co.uk and enter your tracking number. This website will detail how many deliveries your order will arrive in.
If you have received all of your parcels, but an item is still missing, please Contact Us with the order and product details so that we can investigate further.
If you have collected your order in store and some products are missing, please return to the store or Contact Us
I’ve placed an order, why haven’t I received my confirmation email?
When you place an online order, you will receive a confirmation email to your registered email address within a few minutes. Your invoice will also appear in the Order History section of My Account as soon as you complete the checkout online.
If you have not received a confirmation email, check your email spam / trash boxes. If the confirmation email is not there, you can send a duplicate invoice to your email address by going to My Account, then Order History. Selecting the blue arrow on the left of the order and then select Email. This will then be emailed to the email address registered with your account.
The item I want is out of stock
We aim to replenish out of stock items within 2-3 weeks, however, this time scale may be extended depending on the product and supply. As soon as replenishment stock is received our website and systems will be updated accordingly.
Not all items, however, once out of stock will be replenished, so always check out our recommended products as they may suit your requirements.
Can I get stock transferred from one Toolstation branch to another?
We are unable to transfer available stock between our branches. You can use our branch locator to find stock in branches near your and use our click and collect delivery service to pick up in 5 minutes.
If you’re in store and find we don’t have everything you need, we can check local availability, take payment and secure stock in another Toolstation Store. Your order will be ready to collect from your selected store within 5 minutes (when stores are open).
Can I amend my order once I’ve placed it?
Amendments cannot be made as once you’ve placed an order, your order is sent immediately to our warehouse to process for delivery.
Payment – FAQs
Can I get a credit account at Toolstation?
Toolstation have partnered with Barclaycard to offer you The Toolstation Trade Card giving you up to 116 days interest free credit* on purchases from Toolstation and participating Travis Perkins Group companies. There’s no annual fee and you can monitor and manage your spend online and set limits for additional cardholders.
That means you can get on with the job, keep your business spend under control and your cash flow healthy. For more information or to apply online go to Toolstation.com/tradecard
*On purchases from participating Travis Perkins Group companies when you pay your statement balance (apart from the extended interest-free balance) in full and on time.
I have a Toolstation Trade UK Card, can I still order online?
Yes, when ordering online, you can select which card type you’d like to pay with. Simply use your Toolstation Trade Account Card and enter your card number and expiry date.
How do I know my promotion code has worked?
When you successfully apply a promotion code, it will appear in your basket total, with detail of what promotion you have applied.
Click & Collect – FAQs
Click & Collect
- Branches are now fully open and operating safely in line with government guidelines
- Safe contactless collection is available 7 days a week at our branches
- Our branches are open 7am-8pm Monday-Friday, 7am-7pm Saturday and 9-4pm Sunday
- Keeping our colleagues and customers safe and well and respecting stringent social distancing requirements is our number one priority – 2 metre rule enforced
- Our available product range will not require more than 1 person to lift
- Please see our guide to click and collect below
- Please ensure that your mobile number is added so that we can text you when your order is ready to collect
Call & Collect
Due to current trading conditions we have suspended our Call & Collect service until further notice.
You are now able to easily check availability of items in your local branches online, then place your order and pay. We’ll pick your items straight away (when stores are open) and text you as soon as your order is ready to collect, this should be within 5 minutes.
If the item is not available in your local branch, but we have it in our warehouse, we can get additional items delivered FREE to your nearest branch, ready for you to collect the next day after 3pm.
Also, if you’re in branch and find we don’t have everything in stock, we can now check local availability, take payment and secure stock in another Toolstation branch. Your order will be ready to collect from your selected branch within 5 minutes (when stores are open).
I placed an order for collection, but no longer want it
If you want to cancel the order for a full refund, please visit the store or Contact Us for your refund. Your items will be held at your selected Toolstation branch for 30 days, after which point, your order will be put back to stock and refunded automatically.
How long will a store hold my order for?
Your items will be held at your selected Toolstation branch for 30 days.
What happens if I don’t collect my order from branch?
Your items will be held at your selected Toolstation branch for 30 days, after which point, your order will be put back to stock and refunded automatically
Are all items available for collection today?
Most of our items are available to collect within 5 minutes at a Toolstation branch, subject to stock availability. Please check store stock on the website at time of order.
Items currently in stock at your selected Toolstation branch are available within 5 minutes after placing your order (when stores are open). Outside store hours orders will be available when the store is next open.
Items not held in our branches will be shown on our website as Next Business Day Only. Some larger items are not available to collect from branch as these are delivered direct from our suppliers.
If you’re in branch and the item you want is not in stock, we can now check local availability, take payment and secure stock in another Toolstation branch. Your order will be ready to collect from your selected store within 5 minutes.
When will my order be ready to collect?
In stock today
In stock today items are currently in stock at your selected Toolstation branch and are available to collect within 5 minutes after placing your order until the branch closes. Outside branch opening hours, In stock today items will be available when the branch is next open. Please check here for branch opening times
If you’re in branch and the item you want is not in stock, we can now check local availability, take payment and secure stock in another Toolstation branch. Your order will be ready to collect from your selected branch within 5 minutes.
Next Business Day Only
Next Business Day Only is available when the item you want is not in stock at your selected Toolstation branch, but is in stock in our main warehouse. When you order for Next Business Day Only we send the item from the warehouse to your selected branch ready for you to collect the next day. The exact date that your Next Business Day Only items will be ready is shown on the order confirmation page and the order confirmation email.
We will also send a Text message to notify you as soon as your items are ready to collect.
Next Business day collection times
|UK MAINLAND & NORTHERN IRELAND||Order before 7pm||Order after 7pm|
|Monday||Collect Tuesday after 3pm||Collect Wednesday after 3pm|
|Tuesday||Collect Wednesday after 3pm||Collect Thursday after 3pm|
|Wednesday||Collect Thursday after 3pm||Collect Friday after 3pm|
|Thursday||Collect Friday after 3pm||Collect Monday after 3pm|
|Friday||Collect Monday after 3pm||Collect Monday after 3pm|
|Saturday||Collect Monday after 3pm||Collect Monday after 3pm|
|UK MAINLAND & NORTHERN IRELAND||Order before 4pm||Order after 4pm|
|Sunday||Collect Monday after 3pm||Collect Tuesday after 3pm|
PLEASE NOTE – REMOTE AREAS Standard Delivery 2-4 Days
Click & Collect – what you need to bring with you to store:
When collecting your items you’ll need the following;
- Your order reference which will be on the order confirmation email or Text.
- When selling age restricted products if the customer appears to be under the age of 21, we would require one of the following, a photo driving licence, a passport or a proof of age card such as a PASS card. Failure to produce one of these items will result in that item being removed from your order and refunded.
What time is my local branch open?
The majority of branches are open 7am-8pm Monday to Friday, 7am to 7pm Saturday and 9am to 4pm Sunday. Some exclusions apply, and Bank Holiday times will differ.
For more information, or to find your nearest store, please use our Branch locator
Delivery – FAQs
When placing an order before 6pm using Next Business Day Delivery your order should reach you during the next business day (Mon-Fri). Next Business Day delivery will usually get to you on the next business day by 6pm and our Pre-12 delivery usually gets to you on the next business day by 12pm.
Orders selected for Saturday delivery and placed by 4pm Friday will be delivered the following day before 6pm. Orders selected for Sunday delivery and placed by 4pm Saturday will be delivered the following day before 6pm.
All deliveries will require a signature.
If you have supplied your mobile number you will receive a free text message around 7am on the day of delivery informing you of an estimated 2 hour time slot, the name of the driver and a link to live tracking so you can follow your parcels progress via ParcelForce
I’m not going to be in to receive my delivery
If no one is available to sign for the delivery, the courier will leave a “Sorry We Missed You” card and attempt to leave with a neighbour or a local Post Office. If this is not appropriate they will attempt to redeliver the following day. The “Sorry We Missed You” card will detail what other delivery options are available if this is not convenient.
How much is Delivery?
Next Business Day Delivery is FREE when you spend £25 or over. For orders under £25 the Next Business Day delivery charge is £5.
Pre-12 delivery is an additional £5 charge
Saturday delivery is available with a £10 charge when you spend less than £25, orders over £25 but under £75 will be charged £5 and orders over £75 have free Saturday delivery.
Sunday delivery is available with a £10 charge when you spend less than £25, orders over £25 but under £75 will be charged £5 and orders over £75 have free Sunday delivery.
Remote areas: For orders to addresses in remote areas, Next Business Day or Pre-12 delivery options are not available. Click here for more details
How do I track my order?
Once your order has been dispatched you will receive an email with the courier details and your tracking number, this can be used to track your order via www.parcelforce.co.uk
Note: Items that are delivered directly from our supplier cannot be tracked using this method. Where possible, suppliers will update you with delivery information. This may be by email, phone call or text message.
If you have supplied your mobile number you will receive a free text message around 7am on the day of delivery informing you of an estimated 2 hour time slot, the name of the driver and a link to live tracking so you can follow your parcels progress.
Can I have my order delivered to a different address?
You can enter a new delivery address whilst you are placing an order.
Or, if you are registered with Toolstation.com, you can add additional addresses to your Address Book in the My Account section, for you to select when you place your order.
If your order has already been placed, the delivery address can be changed via the ParcelForce website, using the tracking number in your confirmation email. Restrictions and additional charges will apply. For more information go to Parcelforce.com
Delivery outside of the UK
We are currently able to deliver outside of the UK to the following countries:
For France please visit Toolstation France
For Netherlands please visit Toolstation Netherlands
Returns – FAQs
Refund & Exchange Policy
- Social distancing guidelines now allow physical returns in branch to fully recommence, therefore the 30 day money back guarantee will now resume. Please note all orders placed on and after the 1st March 2020 will be eligible for a full refund extended until 17th September 2020 – see here for details
- This does not affect customer statutory rights, including if the goods are faulty or defective
- PPE products including Gloves, Masks and Respirators and Ear protection ranges are non-returnable at this time.
- We’re sorry for any inconvenience this may cause
We hope that you won’t need to return anything to Toolstation, but if you do, we aim to make the process quick, easy and efficient, so you can exchange or refund your purchase with confidence.
We’ve offered some helpful points to make your returns / exchange a smooth process, please note your statutory rights are not affected by this guidance.
- Take your unwanted item unused to your nearest Toolstation branch
- Bring your receipt, invoice or order reference number
- Our staff in branch will check the items and confirm they were purchased in the last 30 days
- An exchange can then be made or a refund issued against the original method of payment
Some items are excluded from our returns policy or are not suitable to return to store. This includes PPE masks and respirators, gloves and ear protection at this time.
One of my items is faulty
If an item is faulty and was purchased less than 30 days ago, please return to store with the item and follow the returns process from point 2 above.
If this 30-day period has passed, we will offer a repair or replacement provided that you report the fault within 12 months of purchase. If we are unable to repair or replace the item(s) we will provide you with a refund. After 12 months, your statutory rights as a consumer will continue to apply. For more information regarding your rights visit the Which? Consumer Rights website.
Please note for faulty goods reported after 6 months you must be able to show that the fault was present when delivered to you.
For power tools, we have a free and fast service offered by our leading suppliers. This service is available via our stores and through Customer Services. Your faulty power tool will be repaired and returned to you ready to use
Using this service can often be the fastest way to get any problem put right. The service is available for power tools from the following manufacturers:
Remember your must register your extended power tool warranty online within 28 days of purchase.
I’ve installed my product, but a part is faulty/missing, can I exchange/receive just that part?
Currently we do not directly supply spare parts for all products that we sell. Therefore, if you have installed your product and encounter a fault, please Contact Us for assistance.
Can I return something even if it’s not faulty?
Yes, you are able to return an item if it’s not faulty, provided it is within 30 days of purchase and as long as the items are returned unused and in a saleable condition complete with their original packaging and any promotional items associated to the purchase. Certain items are excluded from our ‘unwanted’ items return policy, these are marked as such online and in the catalogue.
Items delivered direct from the supplier Unwanted items delivered direct from our suppliers can also be returned within 30 days of delivery. However, these items cannot be returned through a branch. You would need to return these items direct to the supplier, unused and in their original packaging, at your expense. You can arrange for the items to be collected, for a fixed fee of £9, by contacting our Customer Services team. The fee will be taken off your refund. You will receive your refund within 14 days of your return being collected. Please note, there is no charge for faulty items being collected, and you cannot return bespoke or made-to-measure items unless they are faulty. All refunds will be made using the method of payment you used. If an item delivered direct from a supplier was paid for in cash, refunds will need to be made in branch once the supplier has collected and processed your returned item. Our Customer Service team will tell you as soon as we can provide a refund in branch. For more details, or to arrange a return, please contact our Customer Service team. Email: email@example.com Freephone: 0808 100 7211 Mobile friendly: 0330 333 3303
Can I return something to store even if I didn’t buy it at that particular Toolstation store?
Yes, unless the item has been delivered direct from our supplier (see below). Whether you bought the item in another Toolstation Store or you ordered online or over the phone and had it delivered, you can take it back to any of our stores – this is the quickest way to process your return.
Please provide the original order reference when returning the item.
My product came direct from a supplier, how do I return it?
Unwanted items delivered direct from our suppliers can also be returned within 30 days of delivery. However, these items cannot be returned through a branch. You would need to return these items direct to the supplier, unused and in their original packaging, at your expense. You can arrange for the items to be collected, for a fixed fee of £9, by contacting our Customer Services team. The fee will be taken off your refund.
You will receive your refund within 14 days of your return being collected. Please note, there is no charge for faulty items being collected, and you cannot return bespoke or made-to-measure items unless they are faulty.
All refunds will be made using the method of payment you used. If an item delivered direct from a supplier was paid for in cash, refunds will need to be made in branch once the supplier has collected and processed your returned item. Our Customer Service team will tell you as soon as we can provide a refund in branch.
For more details, or to arrange a return, please contact our Customer Service team.
Freephone: 0808 100 7211
Mobile friendly: 0330 333 3303
I can’t return the item to a store easily, what should I do?
You will need to complete the Returns Form and print off a returns label. In some instances we can arrange a carrier pick up service, however, depending on the circumstances, this may incur a charge . Please Contact Us to discuss this if needed.
What should I do if I’ve already used or installed something which has developed a fault within 30 days of purchase?
If an item becomes faulty within 30 days from the date of purchase, then you will be able to reject the goods and receive a full refund or a replacement.
If it is possible to do so, please return items to a Toolstation Store with all their components and include any promotional extras that came with them. If you cannot return the item to a store, see above on how to return by post.
If the items are installed and you are not able to remove and return them, please Contact Us to arrange an alternative solution.
What items are excluded from the 30 day ‘unwanted’ returns policy?
Certain items are marked in the catalogue or on the website as being excluded from the 30-day unwanted items return policy. This includes goods that are cut, mixed or made to your requirements, as well as used macerators, toilets and dirty water pumps.
I paid by PayPal on the website, how do I get a refund?
The quickest and easiest way is to take the product into your nearest Toolstation Store where the team will arrange a refund. Alternatively, we can also arrange an exchange or replacement product.
I’ve not received my refund yet, how long does this take?
Refunds to card can take 3-5 working days, refunds to PayPal can take 5-10 working days. If you have not received your refund within this time, please Contact Us
My product is faulty but is still guaranteed by the manufacturer, what do I do?
You will need to contact the manufacturer directly in the first instance for assistance. The guarantee information should have been provided with the product at the point of purchase, and often this would have meant registering your purchase with them within 28 days. However, if you require assistance with locating the manufacturer or their contact details, please Contact Us.