May 18, 2020

COVID-19 Update – We’re Open For When You Need Us

Following the Prime Minister’s COVID-19 guidance on the 23rd March, Toolstation was categorised as an essential retailer. We temporarily suspended trading and closed our business for 24 hours while we established the best way to provide the essential services and products we supply to our customers who keep Britain sheltered, warm, dry and secure.

The safety of our people, our customers and the communities we serve will always be our number one priority. With that in mind, we carefully considered how to reopen in a socially distanced and responsible way, so that we can continue to supply the trades who provide essential maintenance and services to keep our critical infrastructure maintained, secure and operational during this current crisis.

Our 400+ branches are open for contactless Click & Collect, drive up purchases and returns. Free Next Business Day delivery for orders over £25 to home and site is available – we apologise that our stock levels are not at our usual levels due to supply constraints.

Click & Collect

  • Safe contactless collection is available 7 days a week at our branches
  • Our branches are open 7am-5pm Mon-Sat and 9am-4pm Sun
  • 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

image

image

  • Please ensure that your mobile number is added so that we can text you when your order is ready to collect

Home & Site Delivery

  • Free Next Business Day delivery for orders over £25 to home and site is available for orders placed before 5pm
  • Saturday and Sunday delivery is now available for orders placed before 4pm on Friday for Saturday Delivery and 4pm Saturday for Sunday delivery, see here for details
  • We have temporarily suspended our Pre-12 delivery service
  • Once your order has been dispatched you will receive an invoice email with the courier details and your tracking number
  • Alternatively go to MyAccount, click on your Order History, click on the TRACK icon to link through to the carrier website and the tracking details for your delivery
  • If your order contains more than one item it may be split into two deliveries as we manage volume across our network
  • Due to carrier constraints it is not currently possible to deliver age restricted items. Please use our Click & Collect service for these products
  • Delivery direct from suppliers is now available and specific delivery times will be displayed on the product page

Customer Service Support

Thank you for your continued patience and support during these unprecedented times. We are working incredibly hard to respond to customer queries with a small remote team who aim to respond within 7 days. Please note:

  • Our phone lines are currently closed
  • Please in the first instance use our FAQ’s page
  • If your enquiry is about an order already placed, please be assured these will be dispatched in line with your chosen delivery option
  • If your order contains more than one item it may be split into two deliveries as we manage volume across our network
  • Due to limited numbers of colleagues working remotely and unprecedented demand we will only be responding to order related queries at info@toolstation.com
  • “Where’s my order” queries
  • Cancellations for Click & Collect orders
  • Returns Queries

We are currently not responding to queries relating to the following:

  • Requests to change or amend orders that have already been placed. Currently we are unable to amend or change orders, if you’ve missed something please place a separate order.
  • We are unable to provide recommendations for projects or jobs, or provide advice or guidance on which products to purchase
  • We are unable to provide you with information regarding our stock levels, this information is updated dynamically on our website

Branch Openings

  • All branches are open 7am-5pm Mon to Sat & 9am-4pm Sun. Any exceptions to this will be listed below
Store Opening Hours Mon-Sat Opening Hours Sun
Barking 7am – 4pm 10am – 4pm
Bicester 8am – 5pm 10am – 4pm
Borehamwood 8am – 5pm 10am – 4pm
Bournemouth 8am – 5pm 10am – 4pm
Chadwell Heath 7am – 4pm 10am – 4pm
Dumfries 8am – 5pm 10am – 4pm
Edmonton 7am – 4pm 10am – 4pm
Folkestone 8am – 5pm 10am – 4pm
Hereford 8am – 5pm 10am – 4pm
Huntingdon 8am – 5pm 10am – 4pm
Newcastle Denton 7am – 4pm 10am – 4pm
Nuneaton 8am – 5pm 10am – 4pm
Oxford Botley 7am – 4pm 10am – 4pm
Perry Barr 7am – 5pm 10am – 4pm
Slough 7am – 4pm 10am – 4pm
Stirchley 8am – 5pm 10am – 4pm
Stockport 8am – 5pm 10am – 4pm
Taunton 8am – 5pm 10am – 4pm
Wimbledon 7am – 4pm 10am – 4pm

Refund and Exchange Policy

  • For all orders placed after, or in the 30 days prior to 24th March 2020 we will extend our 30 day money back guarantee
  • This does not affect customer statutory rights, including if the goods are faulty or defective
  • The 30 day money back guarantee for these orders will then resume when social distancing guidelines allow physical returns in branch to fully recommence
  • We are currently not accepting returns for PPE due to hygiene constraints
  • We’re sorry for any inconvenience this may cause

This site uses cookies to store information on your computer. Some of these cookies are essential to make the site work and others help us to improve services by giving us some insight into how the site is used. You can view our cookies policy here.