Frequently Asked Questions

Got a question for us? Check out our most frequently asked queries below to get the answers you need, quickly.

My Account

I’m having problems signing in

I've forgotten my password

How do I find my unique customer number?

How do I choose what Toolstation marketing I receive?

How do I edit my saved addresses?

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

My order doesn’t appear online

My Order

My order is missing an item

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

The item I want is out of stock

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

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


Can I get a credit account at Toolstation?

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

How do I know my promotion code has worked?

My code isn’t working

Do I get a discount?

Click & Collect

How does Click & Collect work?

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

How long will a store hold my order for?

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

Are all items available for collection today?

When will my order be ready to collect?

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

What time is my local store open?


When will my order be delivered?

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

How much is delivery?

How do I track my order?

Can I have my order delivered to a different address?

Do you deliver outside of the UK?


What is your refund and exchange policy?

One of my items is faulty

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

Can you repair a faulty item?

How do I know if Toolstation will repair my item?

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

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

Can I return something to store even if I didn’t buy it at that particular Toolstation store?

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

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

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

What items are excluded from the 30 day ‘unwanted’ returns policy?

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

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

My product is faulty but is still guaranteed by the manufacturer, what do I do?

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