FAQ

Getting in contact with us

Our team are always happy to help with any questions you may have.

Phones lines open Monday - Thursday 8:30am - 5:30pm Friday 8:30am - 4:30pm

Call us

01707 277796 Mon - Thurs 8:30am - 5:30pm Friday 8:30am - 4:30pm

Email us

[email protected] 
Send us a message directly
Have a question or query? Use the form below to send a message directly to one of our team.

FREQUENTLY ASKED QUESTIONS

  • Shopping with us

    Q:
    Do you have my product in stock?
    A:
    On each individual product page there is a stock level indicator to show what is available. We do not display out of stock items. If you have seen something on our site and can no longer find it, or have ordered the item in the past, it's always worth a phone call to find out when new stock will be arriving.
    Q:
    Do you deliver the Next Day?
    A:

    We do! - Many of our products qualify for Next Day Delivery. In addition, we use a brilliant courier service who can send you a 1 hour delivery notification on the morning of your delivery as well as a 'You're Next' message when the driver is one delivery away!


    See the individual product page to identify what delivery service available. For more information about Delivery options click here.


    N.B. Our next working day service is currently only offered across UK Mainland.

    Q:
    I‘m local to you, can I pick my order up?
    A:

    Of course! - We'd love you to come down and collect. It will save you ££'s on postage too!

    We are open Monday - Thursday 08.30am - 5.30pm and Friday 08.30 - 4.30pm - so please come whenever it's convenient. If you're unsure whether or not we will have the item in stock, use our contact number (right) to double-check and a friendly member of staff will keep your item safe and ready to pick up.

    Q:
    What delivery options do you offer?
    A:

    On many of our tools. we have a few different delivery options to help you get your parcel whenever it's convenient for you. We offer Next Day on many tools and 2 additional premium delivery services : one is "Next Day Delivery before 10.30am" and the other "Saturday Delivery before 12pm."

    You can make your selection of delivery at checkout. For most of our deliveries we require a signature to ensure they arrive safely. Please ensure someone is available at your work or home to take in the delivery.

    Q:
    How do I know when my order has been dispatched?
    A:
    When your goods have been dispatched you will receive a confirmation via email to the email address provided - it is important to provide us with an email address as this can be the quickest and most efficient way of us contacting you.
  • After sale support

    Q:
    My goods arrived damaged, what should I do?
    A:
    We are sorry to hear your goods have not been received in the condition you would expect. In the unlikely event of receiving damaged goods please contact us and make us aware. All of our goods are checked and wrapped carefully before they are sent out, however we know accidents do happen and it's possible something could happen during transit. We may ask you to take photographs, so the best thing to do would be to email us with these and details of your order, including the order number. Once you have sent this across, you are welcome to phone us and we can arrange collecting the item and sending you a replacement as quick as possible.
    Q:
    There is an item missing from my order.
    A:
    If you are missing an item that you were expecting to come with the rest of your order, you're more than welcome to call us and we can investigate this for you. It may be a case that the items were sent individually, however we will look into this straight away and advise you. If an item is missing, it's also possible it could be out of stock. In this instance, we would have tried to contact you to make you aware. You could also check your emails incase you missed our call and we have emailed you to inform you. We will aim to get this resolved as quickly as possible.
    Q:
    How do I return an order?
    A:
    You may return your order to us at our company address (see right) within 14 Working Days. Please ensure the item/s are returned in the same packaging, if it came in a branded box or sealed bag etc. and it is wrapped securely to ensure it arrives back safely our end. Once we have received your item and checked it's in a sellable condition, we will issue a full refund of the product value back to your account.
    Q:
    My order hasn‘t arrived, please help?
    A:
    Please check your order confirmation to ensure you are expecting the item before contacting us. It's alway worth remembering, that if you placed the order past 3pm it will take an extra working day. Please also ensure you keep your phone handy as it's possible a courier may be in touch to ask for more detailed directions. You're more than welcome to call us and we can investigate if there is a reason for the delay. See our contact details (right) for phone number and opening hours.
    Q:
    I'd like to redeem my TradePoints on my next order.
    A:
    With every order you place using your account we will award TradePoints. You receive 10points for every £1 you spend. Once you have over 1000 points you can redeem your points off your next order. To see your points balance, simply log-in and go to your account. On check-out you can select "Pay with TradePoints" and we will deduct this from the order value. For more information on TradePoints click here.
  • Product help

    Q:
    I am new to DIY and not sure which tool I need?
    A:
    If you need more information about the tools you are looking at, we have created a product information page with a description of many of our tools. Take a look here. If you can't find the tool you require, you're more than welcome to send us a message direct from this page and we will get back to you as quickly as possible.
    Q:
    How do I know if the product is right for the job?
    A:
    We have lots of knowledge in the industry and have used many of the tools ourselves, but our range is so vast we can't be experts on every tool! (As much as we would like to be!) We do collect product reviews, and chances are a like-minded tradesman and customers has purchased the item before. So, it may be helpful to you, to have a quick read through & see what they've said. We love getting reviews back, as many of our users offer some really useful tips. When do you place your order, make sure you leave us an honest review too!
    Q:
    What warranty do I get with my order?
    A:
    All our electrical items come with 1 year warranty. Many of our manufacturers offer an extended warranty if you register your purchase on their website. For more information on warranties click here.
    Q:
    Do you sell Gift Cards?
    A:
    We are about to launch our own E-Gift Cards - so will update you once this is live on the website. They are a great idea for birthdays, anniversaries and Christmas. Once up and running you'll be able to choose the value and send direct to the recipient of your choice. You can choose a design, a personal message and we will issue a unique code which can be entered at check-out and redeemed against the value of their order. E-Gift Cards can be redeemed against all items. If they do not spend the total value, we will keep the remaining balance in their account for them to use on another occasion. Please note that E-Gift Cards will expire after 1 year of issue.
    Q:
    I'd like to know the price without VAT, is there an easy way to see this?
    A:
    There is a slider button on the top-right of this website which you can switch to display with or without VAT and will update each product individually. We also show the VAT breakdown on your order confirmation receipt so you can see the total excluding VAT. Please note Safety Footwear excludes VAT even when "INC VAT" has been selected.