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FREE Delivery Over £49

Next Day Delivery

Finance From £150

FREE Delivery Over £49

Next Day Delivery

Finance From £150

FAQ

Toolstop FAQs

Can you provide a VAT invoice?

Yes, we can provide a VAT invoice. To retrieve your invoice, simply log in to your account, go to 'My Orders' and click on your order number. You will then be able to see and/or print your own invoice.

If you don't already have a Toolstop account and/or checked out as a guest, you can still access your invoice by creating an account using the same email address you placed your order with. Once you have created an account, follow the same steps as above and your invoice should appear.


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.


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 we are out of stock but plan to restock a product, you can enter your email address on the product page and we will notify you when it's back in stock.

Some products, as stated on the product page, are sent directly from the manufacturer. The stock for these products is updated daily to keep it as up to date as possible.


What are the delivery charges?

All orders over £48.99 inc. VAT include free delivery to mainland UK destinations. Check our delivery charges page for full details. Orders under £49 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 track my order online?

Yes, we have an online tracking facility available via our delivery partners website for orders. You will be provided with a tracking number and instructions by e-mail once your order has been confirmed and shipped. Our carrier 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. Track your order here.


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 30 days of purchase for a full refund, as long as you notify us within 14 days of delivery that you are planning to do so. For unwanted drop shipped goods, there is up to a 20% restocking charge. See our returns page for more details.


My goods 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.


Is the site secure?

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.


When will I receive my goods?

We dispatch all goods on a next day service (UK only) via our delivery partner, DPD. Our courier endeavour to deliver next day although occasionally this can take longer. Orders must be placed by 6pm Monday - Friday and 2pm Saturday - Sunday to guarantee dispatch on that day. See our delivery page for further details.


What if I'm not home when my goods arrive?

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 [email protected].


When are you open?

Our showroom is open for click & collect orders from 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 does my item look different from the picture on the website?

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.


Can I return an old item to you for disposal?

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.


Toolstop FAQs

Can you provide a VAT invoice?

Yes, we can provide a VAT invoice. To retreive your invoice, simply log in to your account, go to 'My Orders' and click on your order number. You will then be able to see and/or print your own invoice.

If you don't already have a Toolstop account and/or checked out as a guest, you can still access your invoice by creating an account using the same email address you placed your order with. Once you have created an account, follow the same steps as above and your invoice should appear.


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.


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 we are out of stock but plan to restock a product, you can enter your email address on the product page and we will notify you when it's back in stock.

Some products, as stated on the product page, are sent directly from the manufacturer. The stock for these products is updated daily to keep it as up to date as possible.


What are the delivery charges?

All orders over £48.99 inc. VAT include free delivery to mainland UK destinations. Check our delivery charges page for full details. Orders under £49 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 track my order online?

Yes, we have an online tracking facility available via our delivery partners website for orders. You will be provided with a tracking number and instructions by e-mail once your order has been confirmed and shipped. Our carrier 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. Track your order here.


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 30 days of purchase for a full refund, as long as you notify us within 14 days of delivery that you are planning to do so. For unwanted drop shipped goods, there is up to a 20% restocking charge. See our returns page for more details.


My goods 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.


Is the site secure?

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.


When will I receive my goods?

We dispatch all goods on a next day service (UK only) via our delivery partner, DPD. Our courier endeavour to deliver next day although occasionally this can take longer. Orders must be placed by 6pm Monday - Friday and 2pm Saturday - Sunday to guarantee dispatch on that day. See our delivery page for further details.


What if I'm not home when my goods arrive?

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 [email protected].


When are you open?

Our showroom is open for click & collect orders from 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 does my item look different from the picture on the website?

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.


Can I return an old item to you for disposal?

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.