Help & Contact

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

My AccountMy Account
My OrderMy Order
PaymentPayment
Credit AccountTrade Account
Click & CollectClick & Collect
DeliveryDelivery
ReturnsReturns
Check Branch StockCheck Store Stock

My Account – FAQs

I’m having problems signing in

If you’re having trouble logging in and you’re sure you’re using the right login details, click ‘forgotten password’ on the Sign In page. If there’s an account matching the email address you’ve provided, you’ll be emailed a link to reset your password. Once you’re signed in, you can also visit Reset My Password if you want to change it again.

I’ve forgotten my password

If you’ve forgotten your password, click ‘forgotten password’ on the Sign In page and enter the email address you registered with. You’ll receive an email with a link to reset your password. Once you’re signed in, you can also visit Reset My Password if you want to change it.

How do I choose what Toolstation marketing I receive?

Opting in and out of our marketing emails, texts and flyers is easy. Simply log in and go to My Account, then select Account Preferences. If you opt in, you’ll get all of the latest discounts, offers and sales from Toolstation, as well as other companies within the Travis Perkins group. You can even change how you’d like to be updated with the progress of your order.

How do I edit my saved addresses?

Updating your address is simple. Log in, go to My Account and click Update Address to edit your primary address. If you want to add or remove saved addresses, or swap your primary address, go to Address Book and click the Add New Address or Update Address buttons.

How do I view my orders or get a copy of my invoice?

Log in, click My Account and select Order History from the menu. All of your online orders will appear here as soon as you’ve completed the online checkout. Use the tick boxes provided to select any invoices you wish to print.

Orders placed in store or via our contact centre will not appear in your online order history. If you would like copies of these invoices, please Contact Us and we’ll send them to you.

My order doesn’t appear online

Orders placed in store or via our contact centre will not appear in your online order history. If you would like a copy of your invoice for one of these orders, please Contact Us and we’ll send it to you.

My Order – FAQs

My order is missing an item

If a product you were expecting wasn’t delivered alongside the rest of your order, check the delivery label to ensure all items listed on it arrived – orders with multiple items could be split over a few deliveries, so it may just mean you need to wait a bit longer. Please refer to your order dispatch email and follow the instructions to track your order.

If you receive all your parcels and something is still missing, please Contact Us with the order number and product details so we can figure out what’s happened. If you used Click & Collect and some products are missing, please return to the store or Contact Us so we can sort it out for you.

I’ve placed an order, why haven’t I received my confirmation email?

You’ll receive a confirmation email to the email address you used to place your order. If it’s not there, check your spam folder.

Still can’t find it? You can send a copy of your trolley to your email address by going to My Account, then Order History, and selecting the blue arrow on the left of the order in question and clicking Email. You’ll soon receive a copy of your trolley to the email registered with your account.

The item I want is out of stock

We’re working hard to make sure our stock is regularly replenished. In a hurry? Take a look at our recommended products to see if we have anything else to suit your needs.

Can I get stock transferred from one Toolstation store to another?

Unfortunately, we can’t transfer stock between our stores – but take a look around our site to see if what you’re after is available nearby. If not, we may be able to send it to your local store direct from our warehouse with our Next Day Collection service.

Use our Store Locator to find stock near you, and our speedy Click & Collect service to get the product you need in the place you need.

If you’re in store and we don’t have what you’re after, we’ll check local availability for you and reserve the product in a Toolstation store nearby. Your order will be ready at the nearby store in 5 minutes (as long as it’s open).

Can I amend my order once I’ve placed it?

Unfortunately, we can’t amend an order once it has been placed as it is processed immediately. You can either cancel the order if there has been a mistake, or create a new order if you’ve missed something off.

Payment – FAQs

Can I get a credit account at Toolstation?

Business customers can apply for a Toolstation Trade Account – this includes flexible credit limits with up to 60 days to pay, plus easy online account management. We can also provide access and cards for your employees to make things easier for your business. Please note that acceptance for a Trade Account is subject to status and for business customers only. Visit our Trade Account page for more information.

I have a Toolstation Trade Account, can I still order online?

Yes you can. If you log into your Trade Account, you can either add the total price to your credit account or pay straight away by choosing another method at checkout.

How do I know my promotion code has worked?

After applying a promotion code, the discount will come off your total bill at checkout.

My code isn’t working

Some promotional codes are account-specific. If you have more than one Toolstation account, please check you have logged in using the correct details. If you are still experiencing issues, please Contact Us for help.

Do I get a discount?

While we don’t offer bulk discounts or price-match promises, Toolstation always aims to supply goods at the lowest price possible. Business customers are also eligible for a 5% discount if they open a Toolstation Trade Account – visit our Trade Account page to find out how you can apply.

Click & Collect – FAQs

How does Click & Collect work?

You can check availability of items in your local stores online, then place your order and pay. When the store is open, we’ll pick your items straight away and text you as soon as your order is ready to collect – this should be within 5 minutes.

If the item isn’t available in your local store, but we have it in our warehouse, you can arrange a Next Day Collection which will be ready for you to pick up the next business day after 3pm. Also, if you’re in a store and find we don’t have everything you need in stock, we can check local availability, take payment and reserve the items in another Toolstation store of your choice.

I placed an order for collection, but no longer want it

To cancel your order before you’ve collected it, please visit the store or Contact Us to arrange a refund. Also, if you haven’t collected your order within 14 days, the items will be put back into stock and you’ll be issued a refund automatically.

How long will a store hold my order for?

Your order will be held at your selected Toolstation store for 14 days.

What happens if I don’t collect my order from store?

We’ll keep your order ready for 14 days, before putting it back into stock and giving you a full refund.

Are all items available for collection today?

Most of our items are available for collection. Items that are available to collect from your chosen store will show a Collection button. We’ll have your order ready in 5 minutes if the store is open. For orders placed outside of store opening hours, you’ll be able to collect your items when it next opens.

If items aren’t in stock at your chosen store, they can be sent there directly from our warehouse. Just choose the Next Day Collection option and your order will be ready for you from 3pm the next business day. Alternatively, if you’re in a store and don’t find what you need, we can check local availability, take payment and reserve the items in another Toolstation store of your choice.

Some items are delivered directly from our suppliers. We don’t stock these items in store, so they are not available for collection – you’ll only be able to choose the Delivery option.

When will my order be ready to collect?

In Stock Today: Items currently in stock at your selected Toolstation store are available to collect within 5 minutes of placing your order, until the store closes. If you place your order after the store has closed, you’ll be able to collect it when the store next opens. Use our Store Locator to check for opening times. If you’re in a store and the item you want is not in stock, we can check local availability, take payment and reserve it in another Toolstation store nearby – your order will be ready to collect from your selected store within 5 minutes.

Next Business Day Only: When the item you want is not available at your chosen store, but is in stock in our warehouse, you can order it for Next Business Day collection. We’ll send the item from our warehouse to your selected store, ready for you to collect the next day. Collection dates for Next Business Day Only items will be shown on your order confirmation and, if you’ve supplied us your mobile number, we’ll also text you to let you know when your order is ready to collect.

Next Business Day Collection Times
UK MAINLAND & NORTHERN IRELAND Order before 9pm Order after 9pm
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 5pm Order after 5pm
Sunday Collect Monday after 3pm Collect Tuesday after 3pm

PLEASE NOTE – REMOTE AREAS standard delivery is 2-4 days

What do I need to bring with me to the store?

You’ll receive an order confirmation email or text with your order number on it. Just bring that along to the store when you come to collect your items.

If you’ve ordered an age-restricted item, you could be asked to provide ID like a driving licence, passport or a PASS card, if you appear to be under the age of 25. If you’re unable to show an acceptable ID when asked, that item will be removed from your order and refunded.

What time is my local store open?

Most stores are open from 7am to 8pm Monday to Friday, 7am to 6pm Saturday and 9am to 4pm Sunday. Sometimes those times can change, such as on Bank Holidays, so we’d suggest you check your nearest store opening hours here.

Delivery – FAQs

If you’ve placed an order using Next Business Day Delivery before 9pm on Monday to Thursday, or before 5pm on Sunday, your order should reach you by 6pm the next working day. Choosing our Pre-12 delivery will get the order to you before midday on the next business day.

Orders selected for Saturday delivery and placed by 6pm 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.

Larger items over 30kg can only be delivered on Monday to Friday. Please allow up to two working days for these deliveries.

All deliveries will require a signature. If you’ve supplied your mobile number, you’ll receive a text message at around 7am on the day of delivery to inform you of an estimated two-hour time slot. Where available, you’ll also receive the name of the driver and a link to live tracking so you can follow your parcel’s progress.

I’m not going to be in to receive my delivery

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’ve tried to deliver. Please follow the instructions on this card to rearrange delivery or to collect your items.

How much is delivery?

Next Business Day Delivery is FREE when you spend £25 or more. For orders under £25, delivery will be £5. Need your order before midday? Choose the Pre-12 delivery option for £10.

Want your items delivered at the weekend? Saturday or Sunday delivery is available for £10 when you spend less than £25, or for £5 on orders between £25 and £75. Orders over £75 qualify for free delivery on Saturdays or Sundays.

Remote areas: For orders to some addresses, especially in the Highlands of Scotland and offshore, next day, pre-12 and weekend delivery options are not available. Please allow for an additional 1-2 days to receive your delivery. Check our Delivery page for more details.

How do I track my order?

When your order has been dispatched, you’ll receive an email with the courier details and your tracking number. This can be used to track your order via www.parcelforce.co.uk or www.evri.com depending on the courier listed in the email. Live tracking isn’t currently available for larger deliveries with Tuffnells – please Contact Us with any enquiries.

Items delivered directly from our supplier cannot be tracked using this method. Where possible, suppliers will update you with delivery information either by email, phone call or text message.

Can I have my order delivered to a different address?

If your order has already been placed, the delivery address can no longer be changed. Please contact the courier if you’d like to edit your address or safe space details in-flight. Restrictions and additional charges may apply.

You can enter a new delivery address while you are placing an order, or you can add additional addresses if you have a Toolstation account. To add an address, go to My Account, select Address Book and click on the Add New Address button.

Delivery outside of the UK

We are currently unable to deliver outside of mainland UK from Toolstation.com. For deliveries outside of the UK, please visit:

Returns – FAQs

Refund & Exchange Policy

We hope you’ll never need to return anything to us. But if you do, we want to make the process quick and easy with our 30-day money back guarantee – so you can exchange or refund your purchase with confidence.

To make your returns or exchange process as smooth as possible, just follow these simple steps (your statutory rights are not affected):

  • Take your unwanted, unused item to your nearest Toolstation store in its original packaging
  • Bring your receipt, invoice or order reference number with you
  • Our staff will check the item and confirm it was purchased within the last 30 days
  • An exchange can then be made, or a refund issued against the original method of payment

Remember that some items are excluded from our 30-day unwanted items return policy. These include goods that are cut, mixed or made to your requirements, boilers and boiler parts, used macerators, toilets, dirty water pumps and petrol products.

For used petrol products, please contact the supplier directly – check Supplier Helplines on our After Sales Support page for contact details.

One of my items is faulty

If your item is faulty and was purchased less than 30 days ago, take it to your nearest store in its original packaging for an exchange or refund – remember to bring your receipt, invoice or order reference number too.

Has the 30-day period passed? We’ll offer a repair or replacement – provided you’ve reported the fault within 12 months of purchase. For faulty goods reported after six months, you must be able to show that the fault was present when delivered to you.

If we’re unable to repair or replace the item, we’ll issue a refund. If the item or packaging has been handled excessively, we reserve the right to reduce the amount we refund you. After 12 months, your statutory rights as a consumer will continue to apply.

Can’t get to your nearest store? Print off our Returns Form and send us your faulty item by post. Original packaging, all accessories and order number must be included. Postage charges will be refunded once the fault has been accepted.

We can’t accept the return of petrol items in any of our stores. If you’d like to return a petrol item, please contact the manufacturer through our list of Supplier Helplines found in After Sales Support.

If your faulty item was delivered directly by a supplier, it must be returned to them. Follow the returns instructions provided, or Contact Us to arrange a collection.

How do I return a faulty item delivered direct from your supplier?

Our stores are unable to accept the return of any items delivered directly from a supplier. These items must be returned directly to the supplier that delivered them. You can Contact Us to arrange for the items to be collected – we may ask for photographs of the item prior to collection, so that we can better understand the product fault. You will receive your refund within 14 days of your return being collected.

There’s no charge for faulty items being collected, and you can’t 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 directly from a supplier was paid for in cash, refunds will be made in one of our stores once the supplier has collected and processed your returned item. Our Customer Services team will let you know as soon as we can provide a refund.

Can you repair a faulty item?

If something goes wrong with your product, we may be able to have it repaired or arrange the delivery of a spare part. Have you tried calling our Supplier Helplines? You can find them on our After Sales Support page, and this can often be the quickest way to resolve the issue without the need for a repair.

For power tools, we have a fast and free service offered by our leading suppliers. This service is available through our stores and 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:

  • Bosch
  • Dewalt
  • Festool
  • Hikoki
  • Makita
  • Einhell

Remember, you must register your extended power tool warranty with the manufacturer within 28 days of purchase! Please follow the manufacturer’s instructions to successfully register your warranty.

How do I know if Toolstation will repair my item?

Just keep an eye out for a ‘spanner’ icon on the product page – this means that the item is eligible for our fast and free repair service.

I’ve installed my product, but a part is faulty/missing. Can I exchange/receive just that part?

We don’t directly supply spare parts for all of the products that we sell. If you’ve installed your product and encounter a fault, please Contact Us for assistance.

Can I return something even if it’s not faulty?

Yes, you can return an item if it’s not faulty – provided it’s within 30 days of purchase and the items are returned unused, in a saleable condition, and complete with their original packaging and any promotional items that came with it. You can return the items at any of our UK stores, or Contact Us for further help.

Certain items are excluded from our ‘unwanted’ items return policy – these include goods that are cut, mixed or made to your requirements, boilers and boiler parts, used macerators, toilets, dirty water pumps and petrol products.

An unwanted item delivered directly from a supplier can also be returned within 30 days of delivery, however you can’t return it to a store. Instead, you’ll need to return it to the supplier, unused and in its original packaging, at your expense.

Our customer services team can help with arranging a collection for you, for a fixed fee of £9 – this will be taken off your refund. Some products shipped directly from our suppliers may include specific return instructions. If so, please follow these steps as instructed to ensure a quick return and refund process.

We can’t accept returns of bespoke or made-to-measure items unless they’re faulty. There is no charge for the collection of faulty items.

You’ll receive your refund within 14 days of the returned item being collected. All refunds will be made to the method of payment you used.

If an item delivered directly from a supplier was paid for in cash, refunds will need to be made in store once the supplier has collected and processed your returned item. Our customer services team will contact you as soon as we can provide a refund in store.

For any other enquiries about returns, exchanges or refunds, please Contact Us.

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 directly from one of our suppliers or you’ve ordered through our eBay marketplace.

The quickest way to return your item is to take it to any one of our Toolstation stores. Please provide the original order reference when returning the item. If you’re unable to return the item to a store, please Contact Us so we can arrange a collection. Or, you can post it back to us using our Returns Form. Additional charges may apply.

For orders delivered directly from any of our suppliers, please Contact Us. For orders placed through eBay, please contact us through eBay marketplace.

My product came direct from a supplier, how do I return it?

An unwanted item delivered directly from a supplier can be returned within 30 days of delivery, however you can’t return it to a store. Instead, you’ll need to return it to the supplier, unused and in its original packaging, at your expense. Our customer services team can help with arranging a collection for you, for a fixed fee of £9 – this will be taken off your refund.

Some products shipped direct from our suppliers may include specific return instructions. If so, please follow these steps as instructed to ensure a quick return and refund process.

We can’t accept returns of bespoke or made-to-measure items unless they’re faulty. There is no charge for the collection of faulty items.

You’ll receive your refund within 14 days of the returned item being collected. All refunds will be made to the method of payment you used.

If an item delivered directly from a supplier was paid for in cash, refunds will need to be made in store once the supplier has collected and processed your returned item. Our customer services team will contact you as soon as we can provide a refund in store.

For any other enquiries about returns, exchanges or refunds, please Contact Us.

I can’t return the item to a store easily, what should I do?

If you can’t get to a store, you can also return your item by post. Print off and complete a Returns Form, and send your item to us at the address below:

Toolstation
Unit 1 Ore Lane
Geddington Road
Corby
Northamptonshire
NN18 8ET

You’ll need to return the item unused and in its original packaging, and remember to include the order number too. If you would prefer our customer services team to arrange the return, please Contact Us – we can book in a collection for a fixed fee of £9, which will be deducted from your refund.

What should I do if I’ve already used or installed something which has developed a fault within 30 days of purchase?

If your item is faulty and was purchased less than 30 days ago, take it to your nearest store in its original packaging for an exchange or refund – remember to bring your receipt, invoice or order reference number too.

Can’t get to your nearest store? Print off our Returns Form and send us your faulty item by post. Original packaging, all accessories and order number must be included. Postage charges will be refunded once the fault has been accepted.

If your faulty item was delivered directly by a supplier, it must be returned to them. Follow the returns instructions provided, or Contact Us to arrange a collection.

If the items are installed and you’re unable 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 products are excluded from our 30-day unwanted items return policy. These include goods that are cut, mixed or made to your requirements, used macerators, toilets, dirty water pumps and petrol products, as well as unwanted boilers, boiler parts or boiler spares.

For used petrol products, please contact the supplier directly – check Supplier Helplines on our After Sales Support page for contact details.

I paid by PayPal on the website, how do I get a refund?

All refunds will be made to the method of payment you used. So if you’ve paid through PayPal, you’ll be refunded through PayPal. Alternatively, we can also arrange an exchange or replacement product.

The quickest way to return your item is to take it to your nearest Toolstation store, where the team will arrange a refund. If you can’t get to a store, you can also return your item by post. Print off and complete a Returns Form, and send your item to us at the address below:

Toolstation
Unit 1 Ore Lane
Geddington Road
Corby
Northamptonshire
NN18 8ET

You’ll need to return the item unused and in its original packaging, and remember to include the order number too. If you would prefer our customer services team to arrange the return, please Contact Us – we can book in a collection for a fixed fee of £9, which will be deducted from your refund.

I’ve not received my refund yet, how long does this take?

Refunds to debit and credit cards can take 3-5 working days. Refunds to PayPal can take 5-10 working days. Items collected directly by the supplier will be refunded within 14 days. If you’ve 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?

Please contact the manufacturer directly for assistance. The instructions to register and activate the guarantee should’ve been provided by the manufacturer when you first purchased the product. Need help locating the manufacturer or their contact details? The list of Supplier Helplines on our After Sales Support page has you covered!

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