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 or it will be available if you log in to your account on this website.

I have been charged VAT and I live in the EU?

If you are ordering from any EU country including the UK, you are due to pay VAT.  However, if you are from within the EU and have a valid VAT number, you order should be zero-rated from Toolstop. More information can be found here.

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. Some items are drop-shipped directly from our suppliers. We take daily stock feeds from our suppliers so you can be sure that if we offer it, the item is 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 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 or SMS text message 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 page 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 page 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.

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.


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Delivery Charges

All prices over £49 include free delivery to mainland UK destinations. Check our delivery charges page for full details. Orders under £48.99 including VAT will incur a small order handling and packing charge of £5.00. 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 5:15 pm to guarantee despatch on that day. We DO NOT currently despatch on Saturday, Sunday or Bank Holidays. See delivery page for further details. For Overseas orders will take longer to arrive but will be within the timeframe shown on the product and checkout pages.

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. For most UK deliveries an SMS message will be sent giving you an indication of what time you should expect your delivery.

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 3 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

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.

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 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.

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 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.