Frequently Asked Questions
Can you provide a VAT invoice?
Yes, we send a full VAT invoice with every order. This will either be inside the box or beneath the carriers label in a plastic envelope. If your goods are sent direct from a supplier we will e-mail a PDF copy of your invoice.
How do I know if an item is in stock?
We only offer you a product if it is in stock in our warehouse so you can be sure that when you add it to your basket and place your order you're going to receive it fast.
If an item is on order with one of our suppliers you can enter your email address on the product page and we will notify you when it's back in stock.
Can I have my delivery sent to a different address?
Yes, although in some cases we may contact the buyer to gather further information to ensure the addresses we are delivering to are genuine and safe to deliver to. In some cases we may also ask for supporting documentation to be sent to us regarding proof of ID.
In the case of order using Paypal or Toolstop Finance as payment we are not permitted to change the delivery address from the one provided at time of order.
Can I track my order online?
Yes, we have an on-line tracking facility available via most of our delivery partners websites for orders. You will be provided with a tracking number and instructions by e-mail once your order has been confirmed and shipped. Some of our carriers will also email you in the morning of the day of delivery giving you an idea of when the order will be delivered.
What is your returns policy?
If you order goods incorrectly or are not entirely happy with them you can return them to us in their original packaging within 60 days and receive a refund. If you want us to uplift the goods, an extra charge will be made for this service. See our returns policy for more details.
My goods have been delivered and are damaged, what do I do?
You must sign for, date and time every package we send to you. If the package looks damaged in any way you can refuse the delivery or sign for it unexamined. If it has been damaged by the carrier and you have not signed unexamined we cannot be held liable or make a claim with the carrier which may result in a delay in dealing with the matter. You must inform us immediately by e-mail or phone of any damaged goods. See our returns policy for more details.
What guarantee comes with the goods?
Every product we sell is covered by the manufacturers warranty. See the warranty link within each product page for details. It may be possible to extend this warranty with the manufacturer, details of which can be found within the items packaging or on the manufacturers website. Your receipt/invoice acts as your guarantee and must be provided if making a warranty claim.
What does 1+, 5+ and 10+ mean on the product pages?
We aim to reward customers who are buying in bulk. For example if a pack of screwdriver bits states 1+ = £5.00, 5+ = £4.80 and 10+ = £4.60, this means you will make a 40p saving per pack if you buy more than 10 packs. IE - buy 2 packs and you will pay £10.00, buy 20 packs and you will pay £92.00 - a saving of £8.00.
How can I contact you by phone?
Our Telephone number is 0800 107 8665 or 01698 819000. Please dial +44 1698 819000 from outside the UK. Toolstop has a policy of not accepting telephone orders. This is to protect your personal and card details.
We have taken every measure possible to make sure that the site is secure. Your details will not be passed on to a third party for any reason. If you have any security issues with our site please let us know immediately.
We are PCI compliant so you know your details are safe. Our website is also Norton SECURE which means it is tested daily to keep you safe from identity theft, credit card fraud, spyware, spam, viruses and online scams. Toolsop is a Google Certified Shop which means you know that you'll receive reliable dispatch, excellent customer service and free purchase protection.
All prices include free delivery to mainland UK destinations. Check our delivery charges page for full details. Orders under £25 including VAT will incur a small order handling and packing charge of £6.95.
Overseas deliveries incur a charge which is automatically calculated as you add items into your basket.
All deliveries are tracked and must be signed for.
Can I request Saturday deliveries?
Yes, we can deliver on Saturdays (UK only) which will incur extra postage charges. You will be offered delivery upgrade options at checkout. See our delivery page for more details.
When will I receive my goods?
We despatch all goods on a next working day service (UK only) via our delivery partners. These services normally deliver on the next working day although occasionally they can take longer. Orders must be placed by 5:30 pm to guarantee despatch on that day. We DO NOT currently despatch on Saturday, Sunday or Bank Holidays. See delivery page for further details
What happens if I am not home when the delivery is being made?
We require all parcels to be signed for. If you are not home you will be left a card by the carrier which will have instructions on how to receive the parcel. See delivery page for more details.
I have a complaint, what do I do?
Whilst we make every effort to offer an efficient service occasionally mistakes are made, we will endeavour to resolve the complaint within five working days. Your complaint will be treated fairly, confidentially and with respect. If you have any complaints, comments or suggestions as to how we can improve our service then please contact us at firstname.lastname@example.org.
When are you open?
Our showroom is open 8am to 5pm Monday to Friday. The showroom is closed on weekends and Bank Holidays. Our website is open for orders 24 hours a day, 365 days a year.
Why should I register my email address with TOOLSTOP?
Registered users will receive occasional e-mail newsletters giving a heads up on the latest products and any promotions we are running. Registered users will also occasionally have access to very special offers. Please sign up for Toolstop News at the bottom of any web page to receive our special catalogues and newsletters.
How do I find specific products?
The website is extremely intuitive but there are many ways of finding the product you are looking for.
- Use the search bar at the top of the page to search for a product code, name or manufacturer. You will then be offered various ways of sorting the search results in order to find your item.
- Navigate to your product using the navigation pane at the top of the page. As long as you know the category and sub category of the item you can get to it from here.
There are also quick links to special promotional items via banners within the pages of the website.
How do I find detailed product information?
Once you have found the product you are looking for you will be presented with multiple images, videos, descriptions, specifications and downloads.
I've found my products, how do I order them?
Click "Add to Basket" and you will be taken to the checkout page. You have the choice of clicking "Checkout" or "Continue Shopping"
I've got incorrect products and/or quantities in my basket, how do I edit my basket?
On the checkout page you will be given options to delete items or re-enter quantities until you are satisfied with your order prior to continuing to final checkout.
How do I continue to the checkout and complete my order?
Click the checkout button in the basket area of the screen and follow the simple instructions.
The picture on the product listing was slightly different from what I received, why is that?
All our images are either manufacturers stock images or images we have created ourselves. From time to time manufacturers may alter products very slightly. If the alteration is significant we will upload updated images. Our images are for illustration purposes only and you should read product descriptions for a full details of what you will receive.
Are your products brand new and in original packaging?
All our products are brand new, original products in their original packaging - unless otherwise stated. All our power tools are UK spec, CE marked.
Are your products for use in the UK only?
All our products are UK specification products for use in the UK. However, many of our products will work in Europe and other countries. Our electrical products will state the voltage so please only buy a voltage you know will work in your country. If an item has a mains plug attached it will be a UK spec plug. Cordless products coming with a charger will have a UK spec 240V charger unless stated otherwise.
How confident can I be that the item I choose is in stock?
Our stock levels and availabilities are linked to our computerised stock control system so updates are made live so you can be confident that if we say it's in stock it is in stock. There are however very occasional times when there is a larger than normal demand on certain items and something is therefore out of stock. We will call you back in this type of situation and give you options of waiting for stock replenishment (additional cost may apply due to fluctuations in buying price), cancelling the order or accepting an appropriate alternative product.
I've heard a lot about vibration and anti-vibration technologies recently, can I have more details?
Listed below are some links to the pages of our main power tool suppliers, Bosch, Makita and Dewalt. They have covered the risks, legislation and responsibilities. Should you have any further questions please contact us.
I want to return my old item to you for disposal, can I do that?
Toolstop complies with WEEE (Waste Electrical and Electronic Equipment) regulations. This means that if you buy a new tool from Toolstop you can return your old tool to us and we will dispose of it in an environmentally friendly way.
It is up to you, the customer, to return the product to us and it must be an equivalent electrical item - for example - you must return a cordless drill if you have purchased a cordless drill. Please clearly mark the outside of the box when you return the item with "WEEE RETURN".
See the WEEE Regulations for more details
Can I recycle my old batteries?
Under the Waste Battery Regulations, Toolstop are now offering a take back scheme for all portable waste batteries. You can return your waste batteries to our business premises in person, please do not post them.
Alternatively, you can find your local waste battery recycling facility at www.recyclenow.co.uk.
Most supermarkets and shops that sell batteries will have collection bins for used batteries, and some town halls, libraries or schools may also set up collection points. End-users may find stores in their local area more accessible.