Frequently Asked Questions

If you’re having trouble logging in and you’re sure you’re using the right login details, click ‘forgotten password’ on the Sign In page.

If there’s an account matching the email address you’ve provided, you’ll be emailed a link to reset your password. Once you’re signed in, you can also visit Reset My Password if you want to change it again.

If you’ve forgotten your password, click ‘forgotten password’ on the Sign In page and enter the email address you registered with. You’ll receive an email with a link to reset your password. Once you’re signed in, you can also visit Reset My Password if you want to change it.

On our website, log into My Account and press the View QR Code button at the bottom. Your customer number will be displayed below the QR code. If you’re using the Toolstation app, log in to Account and tap the QR Code icon at the top left of the screen.

This code is unique to your account, and you may be asked to provide it when speaking to one of our team over the phone.

Opting in and out of our marketing emails, texts and flyers is easy. Simply log in and go to My Account, then select Account Preferences. If you opt in, you’ll get all of the latest discounts, offers and sales from Toolstation, as well as other companies within the Travis Perkins group. You can even change how you’d like to be updated with the progress of your order.

Updating your address is simple. Log in, go to My Account and click Update Address to edit your primary address. If you want to add or remove saved addresses, or swap your primary address, go to Address Book and click the Add New Address or Update Address buttons.

Log in, click My Account and select Order History from the menu. All of your online orders will appear here as soon as you’ve completed the online checkout. Use the tick boxes provided to select any invoices you wish to print.

Orders placed in store or over the phone will not appear in your online order history. If you would like copies of these invoices, please Contact Us and we’ll send them to you.

Orders placed in store or over the phone will not appear in your online order history. If you would like a copy of your invoice for one of these orders, please Contact Us and we’ll send it to you.

If a product you were expecting wasn’t delivered alongside the rest of your order, check your order dispatch confirmation email to ensure all items listed on it arrived – orders with multiple items could be split over a few deliveries, so it may just mean you need to wait a bit longer. Please refer to your order dispatch email and follow the instructions to track your order.

If you receive all your parcels and something is still missing, please Contact Us with the order number and product details so we can figure out what’s happened. If you used Click & Collect and some products are missing, please return to the store or Contact Us so we can sort it out for you.

You’ll receive a confirmation email to the email address you used to place your order. If it’s not there, check your spam folder.

Still can’t find it? You can send a copy of your trolley to your email address by going to My Account, then Order History, and selecting the blue arrow on the left of the order in question and clicking Email. You’ll soon receive a copy of your trolley to the email registered with your account.

We’re working hard to make sure our stock is regularly replenished. In a hurry? Take a look at our recommended products to see if we have anything else to suit your needs.

Unfortunately, we can’t transfer stock between our stores – but take a look around our site to see if what you’re after is available nearby. If not, we may be able to send it to your local store direct from our warehouse with our Next Day Collection service.

Use our Store Locator to find stock near you, and our speedy Click & Collect service to get the product you need in the place you need.

If you’re in store and we don’t have what you’re after, we’ll check local availability for you and reserve the product in a Toolstation store nearby. Your order will be ready at the nearby store in 5 minutes (as long as it’s open).

Unfortunately, we can’t amend an order once you've placed it, as it will be processed immediately. You can either cancel the order if there's been a mistake, or create a new order if you’ve missed something off.

Business customers can apply for a Toolstation Trade Account – this includes flexible credit limits with up to 60 days to pay, plus easy online account management. We can also provide access and cards for your employees to make things easier for your business.

Please note that acceptance for a Trade Account is subject to status and for business customers only. Visit our Trade Account page for more information.

Yes you can. If you log into your Trade Account, you can either add the total price to your credit account or pay straight away by choosing another method at checkout.

After applying a promotion code, the discount will come off your total bill at checkout.

Some promotional codes are account-specific. If you have more than one Toolstation account, please check you have logged in using the correct details. If you are still experiencing issues, please Contact Us for help.

While we don’t offer bulk discounts or price-match promises, Toolstation always aims to supply goods at the lowest price possible. Business customers are also eligible for a 5% discount if they open a Toolstation Trade Account – visit our Trade Account page to find out how you can apply.

You can check availability of items in your local stores online, then place your order and pay. When the store is open, we’ll pick your items straight away and text you as soon as your order is ready to collect – this should be within 5 minutes.

If the item isn’t available in your local store, but we have it in our warehouse, you can arrange a Next Day Collection which will be ready for you to pick up the next business day after 3pm. Also, if you’re in a store and find we don’t have everything you need in stock, we can check local availability, take payment and reserve the items in another Toolstation store of your choice.

To cancel your order before you’ve collected it, please visit the store or Contact Us to arrange a refund. Also, if you haven’t collected your order within 14 days, the items will be put back into stock and you’ll be issued a refund automatically.

Your order will be held at your selected Toolstation store for 14 days.

We’ll keep your order ready for 14 days, before putting it back into stock and giving you a full refund.

Most of our items are available for collection. Items that are available to collect from your chosen store will show a Collection button. We’ll have your order ready in 5 minutes if the store is open. For orders placed outside of store opening hours, you’ll be able to collect your items when it next opens.

If items aren’t in stock at your chosen store, they can be sent there directly from our warehouse. Just choose the Next Day Collection option and your order will be ready for you from 3pm the next business day. Alternatively, if you’re in a store and don’t find what you need, we can check local availability, take payment and reserve the items in another Toolstation store of your choice.

Some items are delivered directly from our suppliers. We don’t stock these items in store, so they are not available for collection – you’ll only be able to choose the Delivery option.

Items currently in stock at your selected Toolstation store are available to collect within 5 minutes of placing your order, until the store closes. If you place your order after the store has closed, you’ll be able to collect it when the store next opens. Use our Store Locator to check for opening times. If you’re in a store and the item you want is not in stock, we can check local availability, take payment and reserve it in another Toolstation store nearby – your order will be ready to collect from your selected store within 5 minutes.

When the item you want is not available at your chosen store, but is in stock in our warehouse, you can order it for Next Business Day collection. We’ll send the item from our warehouse to your selected store, ready for you to collect the next day. Collection dates for Next Business Day Only items will be shown on your order confirmation and, if you’ve supplied us your mobile number, we’ll also text you to let you know when your order is ready to collect.

You’ll receive an order confirmation email or text with your order number on it. Just bring that along to the store when you come to collect your items.

If you’ve ordered an age-restricted item, you could be asked to provide ID like a driving licence, passport or a PASS card, if you appear to be under the age of 25. If you’re unable to show an acceptable ID when asked, that item will be removed from your order and refunded.

Most stores are open from 7am to 8pm Monday to Friday, 7am to 6pm Saturday and 9am to 4pm Sunday. Sometimes those times can change, such as on Bank Holidays, so we always recommend checking our Store Locator before travelling to your local store.

If you’ve placed an order using Next Business Day Delivery before 9pm on Monday to Thursday, or before 5pm on Sunday, your order should reach you by 6pm the next working day. Choosing our Pre-12 delivery should get the order to you before midday on the next business day.

Orders selected for Saturday delivery and placed by 6pm Friday should be delivered the following day before 6pm. Orders selected for Sunday delivery and placed by 4pm Saturday should be delivered the following day before 6pm.

Larger items over 30kg can only be delivered on Monday to Friday. Please allow up to two working days for these deliveries.

All deliveries will require a signature. If you’ve supplied your mobile number, you’ll receive a text message at around 7am on the day of delivery to inform you of an estimated two-hour time slot. Where available, you’ll also receive the name of the driver and a link to live tracking so you can follow your parcel’s progress.

If you or the intended recipient are not available each time an attempt is made, our parcel carrier will leave a card at the delivery address confirming that they’ve tried to deliver. Please follow the instructions on this card to rearrange delivery or to collect your items.

Next Business Day Delivery is FREE when you spend £25 or more. For orders under £25, delivery will be £5. Need your order before midday? Choose the Pre-12 delivery option for £10.

Want your items delivered at the weekend? Saturday or Sunday delivery is available for £10 when you spend less than £25, or for £5 on orders between £25 and £75. Orders over £75 qualify for free delivery on Saturdays or Sundays.

For orders to some addresses in remote areas, especially the Highlands of Scotland and offshore, next day, pre-12 and weekend delivery options are not available. Please allow for an additional 1-2 days to receive your delivery. Check our Delivery page for more details.

When your order has been dispatched, you’ll receive an email with the courier details and your tracking number. This can be used to track your order via www.parcelforce.com, www.evri.com or www.dxdelivery.com depending on the courier listed in the email. Please Contact Us with any further delivery enquiries.

Items delivered directly from our supplier cannot be tracked using this method. Where possible, suppliers will update you with delivery information either by email, phone call or text message.

If your order has already been placed, the delivery address can no longer be changed. Please contact the courier if you’d like to edit your address or safe space details in-flight. Restrictions and additional charges may apply.

You can enter a new delivery address while you are placing an order, or you can add additional addresses if you have a Toolstation account. To add an address, go to My Account, select Address Book and click on the Add New Address button.

Some carriers offer additional redelivery options after the first delivery attempt has failed. If your order is being delivered by Parcelforce, check their tracking website for information on requesting redelivery on a Saturday, to a nearby Post Office or to a different address.

Please be aware this is a service offered by Parcelforce – additional payments for redelivery must be made to them and NOT to Toolstation.

We are currently unable to deliver outside of mainland UK from Toolstation.com. For deliveries outside of the UK, please visit:

• Toolstation France
• Toolstation Netherlands
• Toolstation Belgium

We hope you’ll never need to return anything to us. But if you do, we want to make the process quick and easy with our 30-Day Money Back Guarantee – so you can exchange or refund your purchase with confidence.

To check if your product is eligible for a return, and to make the process as smooth as possible, please see our Returns page for full details.

If your item is faulty and was purchased less than 30 days ago, take it to your nearest store with its original packaging for an exchange or refund – remember to bring your receipt, invoice or order reference number too.

Has the 30-day period passed? We’ll offer a repair or replacement – providing you’ve reported the fault within 12 months of purchase, and it hasn't been caused by general wear and tear. For faulty goods reported after six months, you must be able to show that the fault was present when delivered to you.

If we’re unable to repair or replace the item, we’ll issue a refund. If the item or packaging has been handled excessively, we reserve the right to reduce the amount we refund you. After 12 months, your statutory rights as a consumer will continue to apply.

Can’t get to your nearest store? You can Contact Us to arrange a collection. Postage charges will be refunded once the fault has been accepted.

Please be aware that some products are unable to be returned to Toolstation. Check our Returns information for further details on excluded items.

Items delivered directly to you by one of our suppliers cannot be returned to Toolstation. But don't worry – it couldn't be easier to arrange a collection. You simply need to Contact Us and one of our helpful team will advise you on the available next steps regarding a collection, return, replacement or refund.

Please check our Returns information for more details on returning any items that were delivered directly from suppliers.

Check your order confirmation email, or the delivery note that comes with your package. If an item has been shipped directly by one of our suppliers, the details can be found here. Still unsure? You can also check the product page on our website or app – the relevant information can be found below the Delivery button.

If something goes wrong with your product, we may be able to have it repaired or arrange the delivery of a spare part. Have you tried calling our Supplier Helplines? This can often be the quickest way to resolve the issue without the need for a repair.

For any item displaying a ‘spanner’ icon on the product page, there is a fast and free service offered by our leading suppliers. This service can be arranged in-store or via our Contact Centre – your faulty tool will be repaired and returned to you ready to use.

Using this service can often be the fastest way to get any problem put right, but be aware that it only covers certain manufacturer faults. If the issue is down to user error or general wear and tear, there may be a cost to you – that’s why we always recommended contacting the supplier first.

Remember, you must register your extended product warranty with the manufacturer within 28 days of purchase! Please follow the manufacturer’s instructions to successfully register your warranty.

Just keep an eye out for a ‘spanner’ icon on the product page – this means that the item is eligible for our fast and free repair service.

We don’t directly supply spare parts for all of the products that we sell. If you’ve installed your product and encounter a fault, please Contact Us for assistance.

Please contact the manufacturer directly for assistance. The instructions to register and activate the guarantee will have been provided by the manufacturer when you first purchased the product. Need help finding the manufacturer’s contact details? Our list of Supplier Helplines has you covered!

Yes, you can return an item if it’s not faulty – provided it’s within 30 days of purchase and the product is returned unused, unmarked and in its original packaging, complete with any accessories or promotional items that came with it.

Certain items cannot be returned to Toolstation. These include any bespoke items that are cut, mixed, personalised or made specifically to your requirements, as well as boilers and boiler parts, used macerators, toilets, dirty water pumps and petrol products.

Items delivered directly by suppliers cannot be returned to Toolstation either, but we can arrange a collection for you. Please see our Returns information for more details, or Contact Us for further advice on what to do with any excluded items.

Yes – unless the item has been delivered directly from one of our suppliers or you’ve ordered through our eBay marketplace.

The quickest way to return your item is to take it to any one of our Toolstation stores. Please provide the original order reference when returning the item. If you’re unable to return the item to a store, please Contact Us so we can arrange a collection.

Certain items are excluded from store returns, including any bespoke items that are cut, mixed, personalised or made specifically to your requirements, as well as boilers and boiler parts, used macerators, toilets, dirty water pumps and petrol products.

Please see our Returns information for more details, or Contact Us for further advice on any excluded items or orders delivered directly by our suppliers. For orders placed through eBay, please get in touch through eBay marketplace.

Yes, as long as you've not opened or used it. You can return an item if it’s not faulty – provided it’s within 30 days of purchase (from a store) or within 30 days of delivery (from online orders). Unwanted items must be returned unused, unmarked and sealed in their original packaging, complete with any promotional items or accessories that came with it.

Please be aware that some products are unable to be returned to Toolstation. Check our Returns information for more details. For any other enquiries about returns, exchanges or refunds, please Contact Us for further assistance.

Only if you've changed your mind, and it’s an unwanted item. We will charge a collection fee of £9 for the return of any unwanted, unused product. There is no fee for items that are faulty, damaged or sent in error.

If your item was delivered by Evri, then yes you can! You should receive a text message with instructions, but you can also visit www.evri.com/return-a-parcel for more details – simply enter ‘Toolstation’ into the search box, and follow the steps to arrange your return.

If your item wasn’t delivered by Evri, just Contact Us and we can arrange a collection for you for a fixed fee of £9. Please remember, not all items can be returned to Toolstation – check our Returns information for a full list of excluded products, and what you’ll need to do.

Items delivered directly by our suppliers cannot be returned to Toolstation. However, you can still arrange a return of this product within 30 days of receiving it – simply Contact Us and one of our helpful team will advise you on the available next steps regarding a collection, return, replacement or refund.

Products sent by our suppliers will often come with specific return instructions. Please follow them to make the process as quick and easy as possible.

Unwanted or non-faulty items must be returned to suppliers unused, unmarked and in their original packaging, complete with any accessories or promotional items that came with it. If the product is faulty, you can also arrange for a replacement (or a repair if available) within the product's warranty period.

Please check our Returns information for more details on returning any items that were delivered directly from suppliers, or Contact Us to get your collection sorted.

If you can’t get to a store, you can arrange for the product to be collected and returned to us by one of our carriers.

Was your item delivered by Evri? If so, you can arrange your own collection online. You should receive a text message with instructions, but you can also visit www.evri.com/return-a-parcel for more details – simply enter ‘Toolstation’ into the search box, and follow the steps to arrange your return.

If your item wasn’t delivered by Evri, just Contact Us and we can arrange a collection for you. A collection fee of £9 will be charged for any unwanted, unused item being returned. There is no collection fee for items that are faulty, damaged or sent in error.

Please remember, not all items can be returned to Toolstation – check our Returns information for a full list of excluded products, and what you’ll need to do.

Before getting in touch or visiting your nearest store, try calling our Supplier Helplines for advice. This can often be the quickest way to resolve the issue without the need for a repair – on many occasions, problems are due to user error.

When you first receive the product, remember to register your extended warranty with the manufacturer within 28 days of purchase. Please follow the manufacturer’s instructions to successfully register your warranty.

Exchanges, refunds or repairs (where available) are only carried out for free if a manufacturing fault is found. If it’s caused by user error or general wear and tear, there may be a cost to you – that’s why we recommend contacting the supplier directly first.

For further information, please check our Returns information. If the items are installed and you’re unable to remove and return them, please Contact Us to arrange an alternative solution.

You can return the vast majority of products to a Toolstation store, but there are some exceptions. We are unable to accept in-store returns of any bespoke items that are cut, mixed, personalised or made specifically to your requirements, boilers and boiler parts, used macerators, toilets, dirty water pumps or petrol products.

We are also unable to accept in-store returns for items that have been delivered directly by our suppliers. Please check our Returns information for further details, or Contact Us for advice on what to do next.

All refunds will be made to the method of payment you used. So if you’ve paid through PayPal, you’ll be refunded through PayPal. Alternatively, we can also arrange an exchange or replacement product.

Refunds to debit and credit cards can take 3-5 working days. Refunds to PayPal can take 5-10 working days. Items collected directly by the supplier will be refunded within 14 days. If you’ve not received your refund within this time, please Contact Us.

The Shop, Save, Score Stamp Card offers the chance for Toolstation Club members to collect stamps when they spend a minimum of £50 (including VAT) in one transaction per day - either in-store, online, via the Toolstation app or contact centre. 

Customers can collect up to 10 stamps in total and, for those who collect 10 stamps, win prizes along the way.

The Shop, Save, Score Stamp Card promotion is open from 00:00 10th June 2024 until 23:59 on 22nd July 2024. Stamps cannot be collected by members after the Stamp Card offer has ended.

The Shop, Save, Score Stamp Card will be available to Toolstation Club members who spend a minimum of £50 (including VAT) in one transaction per day.

You must be a UK resident (including Northern Ireland) and over the age of 18. Only one stamp is permitted per person, per day.

The Shop, Save, Score Stamp Card promotion works in three simple steps: 

• To collect a stamp, you must spend a minimum of £50 (including VAT) in one transaction per day either in-store, online, via the Toolstation app or contact centre. 

• You'll then receive an email letting you know that you’ve collected a stamp. You'll also be able to check the status of your stamp card via this email, or by checking your TS Club page within the Toolstation app. 

• At stamp five and stamp seven, you'll receive a 'Surprise and Delight' e-voucher within 10 working days. At 10 stamps, you'll receive another email within 10 working days, telling you how to claim and choose your gift.

You can check the status of your stamps in your Toolstation Club section of our app.

When you've collected five stamps and seven stamps, you'll receive a special 'Surprise and Delight' prize. You'll need to collect 10 stamps in order to choose a gift.

The gifts available are:

• Night Away for Two (online)
• £100 Toolstation Voucher (offline)
• Road Angel Halo Dash Cam (offline)

If you've chosen an online gift, you'll receive this within 21 days of the date you claimed your gift. If you choose an offline gift, you'll receive this within 30 days of the date you claimed it. 
 

Please allow up to 21 days after claiming your gift to receive your gift email, which will be sent from the email address noreply@rewards.toolstation.com.

If you’re still unable to locate your gift email, please Contact Us and our team will be happy to help you.

Please allow up to 30 days after claiming your gift to receive it in the post. If the 30 days have passed and you still haven't received it, please Contact Us and our team will be happy to help you.

Our team is happy to help. All you need to do is Contact Us and make sure you provide detailed information about the issue you are experiencing - including any error messages you are receiving. This will help our team resolve your query quickly and more efficiently.

Once you've collected five or seven stamps, you'll receive an e-voucher via email to receive your 'Surprise and Delight' prize. 

When you reach the 10th stamp, you'll be sent a gift email containing a link to your gift and full details. This page includes all the useful redemption information you'll need, including your gift expiry date, where you can redeem your gift and how to redeem it.

If you can’t locate your gift email, or you’re struggling to access your gift details page, please Contact Us - one of our team will be happy to help you.

If you have a question that is not answered here, please Contact Us for help. Office opening hours are 9am to 5pm Monday to Sunday.