Customer Service
Delivery Information
Where will you send orders?
Our delivery services are to United Kingdom only. We do not accept orders from outside the United Kindom.
How soon will you send my order?
Place your order by 1pm on a working day and we aim to send your order the same day. If you order after 1pm, then we aim to send out your order on the next working day.
How much does delivery cost and how long will delivery take?
How much delivery costs and how long delivery will take depends where you live. For the UK, we have four delivery zones, each with different delivery services. These are mainland (1) England, Wales and Southern Scotland, (2) Scottish Highlands and Islands, (3) Northern Ireland, Isle of Man, Isle of Wight, and Scilly Isles, and (4) Channel Isles.
Mainland England, Wales and Southern Scotland
| Delivery Option | How Long? | How Much? |
| Standard Delivery Orders under £45 |
2 to 5 working days | £2.95 |
| Standard Delivery Orders £45 or more |
2 to 5 working days | FREE |
Other Delivery Zones
How much delivery costs and how long delivery will take depends where you live. For the UK, we have four delivery zones, each with different delivery services. These are mainland (1) England, Wales and Southern Scotland, (2) Scottish Highlands and Islands, (3) Northern Ireland, Isle of Man, Isle of Wight, and Scilly Isles, and (4) Channel Isles.
Will I need to sign for my order?
If your order is sent by a courier a signature may be required. Some other orders may also require a signature..
What if my order does not arrive on time?
All orders are processed and dispatched with the intention of being delivered in the time frame we specify. Unfortunately things do sometimes go wrong and orders are not delivered on time. For this reason, the delivery dates we show are estimates and not guarantees.
Will you only deliver to my credit/debit card address?
To make it easier for you to receive your order, we will send to any address - such as your work or a friend or relative's address. For security reasons, you will also need to give the address where your credit/debit card is registered.
Privacy & Security
How does ToolsDIY protect my information?
All your personal and payment information that passes over the Internet between your computer and the ToolsDIY website is encrypted using very secure industry standard 128-bit encryption. This means that nobody can read the information that is being sent.
The ToolsDIY web server is located in a very secure computer centre.
Do you store my card details?
No, ToolsDIY does not store any card details. Your card details are passed immediately to Bank of Scotland PLC over a secure encrypted link and they are not stored on our system.
Returns & Replacements
To arrange a return or replacement, you must contact our customer service team on 0330 311 7771 (Monday-Friday 9am-4.30pm), or use the Contact Us page.
I have received a faulty item
If any items you receive from us are faulty, we are happy to offer you a refund or replacement. You must contact us within 30 days of the original purchase date.
I have received the wrong item
If you receive an item other than you were expecting, please let us know as soon as possible. Please do not open or use the product and we will happily replace it for the product you require.
An item is missing from my order
If something is missing from your order please let us know as soon as possible and we will happily send out a replacement.
I have changed my mind
You have 14 days to contact us to arrange to return any unwanted items. The return must arrive to us within 30 days of the original order date. Items returned must be unused and in their original, unopened, packaging. You must arrange the return delivery yourself and we cannot reimburse any return postage charges.
My order has not arrived
If your order hasn't arrived within the specified time, it may be possible to track your parcel. If not we will arrange for a replacement to be sent to you.
