Frequently Asked Questions
Please see if we are able to assist you through any of the options below, which include frequently asked questions for each of these topics
Click & Collect
Check Branch Stock
My Account – FAQs
I’m having problems signing in.Shopped online before? Try signing in with the email and password you registered with. If you still can’t sign in, please reset your password here Not shopped online with us before? You’ll need to register your email address and set up an account, even if you’ve shopped in branch or over the phone.
I’ve forgotten my passwordIf you have forgotten your password, please reset your password here, and enter the email address you registered with, you will then receive an email with a link for a new password.
How do I choose what Toolstation marketing I receive?Go to your Account preferences to change your marketing preferences. On this page you can either opt in or opt out of our marketing channels of Post, Email or Text. When signed in, you can sign up to receive the latest discounts, offers and sale previews from Toolstation and its group companies. You can also select how you wish to be updated with the progress of your order.
How do I edit my saved addresses?Go to My Account and select Update Address to edit your saved address. Or to add a new address select Address Book in the right hand menu and select the green Add New Address button.
How can I view my orders or get a copy of my invoice?Go to My Account and select Order History in the right hand menu. All of your online orders will appear here as soon as you complete the online checkout. To print your online order invoice, go to Order History and tick the box alongside the order you wish to print, and click Print Copy Invoices button. To email the invoice, expand the order details by clicking the blue arrow on the left of the order and then select Email. This will then be emailed to the email address registered with your account.
Do I have to be a tradesperson to shop with Toolstation?Anyone can shop with us! You don’t need to be a tradesperson to shop with us.
My Order – FAQs
My order is missing an item.Check your delivery label to ensure that all items listed in your delivery have arrived with you. Orders with multiple items may be split over a few deliveries. If you want to track your delivery, please visit the Parcelforce website, www.parcelforce.co.uk and enter your tracking number. This website will detail how many deliveries your order will arrive in. If you have received all of your parcels, but an item is still missing, please Contact Us with the order and product details so that we can investigate further. If you have collected your order in store and some products are missing, please return to the store or Contact Us
I’ve placed an order, why haven’t I received my confirmation email?When you place an online order, you will receive a confirmation email to your registered email address within a few minutes. Your invoice will also appear in the Order History section of My Account as soon as you complete the checkout online. If you have not received a confirmation email, check your email spam / trash boxes. If the confirmation email is not there, you can send a duplicate invoice to your email address by going to My Account, then Order History. Selecting the blue arrow on the left of the order and then select Email. This will then be emailed to the email address registered with your account.
The item I want is out of stockWe aim to replenish out of stock items within 2-3 weeks, however, this time scale may be extended depending on the product and supply. As soon as replenishment stock is received our website and systems will be updated accordingly. Not all items, however, once out of stock will be replenished, so always check out our recommended products as they may suit your requirements.
Can I get stock transferred from one Toolstation branch to another?We are unable to transfer available stock between our branches. You can use our branch locator to find stock in branches near your and use our click and collect delivery service to pick up in 5 minutes. If you’re in store and find we don’t have everything you need, we can check local availability, take payment and secure stock in another Toolstation Store. Your order will be ready to collect from your selected store within 5 minutes (when stores are open).
Can I amend my order once I’ve placed it?Amendments cannot be made as once you’ve placed an order, your order is sent immediately to our warehouse to process for delivery.
Payment – FAQs
Can I get a credit account at Toolstation?
I have a Toolstation Trade UK Card, can I still order online?Yes, when ordering online, you can select which card type you’d like to pay with. Simply use your Toolstation Trade Account Card and enter your card number and expiry date.
How do I know my promotion code has worked?When you successfully apply a promotion code, it will appear in your basket total, with detail of what promotion you have applied.
Click & Collect – FAQs
Changes in branch from 19th July
- Branches are fully open and operating safely in line with government guidelines
- Safe contactless collection is available 7 days a week at our branches
- Our branches are open 7am-8pm Monday-Friday, 7am-7pm Saturday and 9-4pm Sunday
- Keeping our colleagues and customers safe and well, and would encourage everyone to follow national guidelines whether shopping in England, Scotland or Wales
- Please ensure that your mobile number is added so that we can text you when your order is ready to collect
Click & CollectYou are now able to easily check availability of items in your local branches online, then place your order and pay. We’ll pick your items straight away (when stores are open) and text you as soon as your order is ready to collect, this should be within 5 minutes. If the item is not available in your local branch, but we have it in our warehouse, we can get additional items delivered FREE to your nearest branch, ready for you to collect the next day after 3pm. Also, if you’re in branch and find we don’t have everything in stock, we can now check local availability, take payment and secure stock in another Toolstation branch. Your order will be ready to collect from your selected branch within 5 minutes (when stores are open).
I placed an order for collection, but no longer want itIf you want to cancel the order for a full refund, please visit the store or Contact Us for your refund. Your items will be held at your selected Toolstation branch for 14 days, after which point, your order will be put back to stock and refunded automatically.
How long will a store hold my order for?Your items will be held at your selected Toolstation branch for 14 days.
What happens if I don’t collect my order from branch?Your items will be held at your selected Toolstation branch for 14 days, after which point, your order will be put back to stock and refunded automatically
Are all items available for collection today?Most of our items are available to collect within 5 minutes at a Toolstation branch, subject to stock availability. Please check store stock on the website at time of order. Items currently in stock at your selected Toolstation branch are available within 5 minutes after placing your order (when stores are open). Outside store hours orders will be available when the store is next open. Items not held in our branches will be shown on our website as Next Business Day Only. Some larger items are not available to collect from branch as these are delivered direct from our suppliers. If you’re in branch and the item you want is not in stock, we can now check local availability, take payment and secure stock in another Toolstation branch. Your order will be ready to collect from your selected store within 5 minutes.
When will my order be ready to collect?
In stock todayIn stock today items are currently in stock at your selected Toolstation branch and are available to collect within 5 minutes after placing your order until the branch closes. Outside branch opening hours, In stock today items will be available when the branch is next open. Please check here for branch opening times If you’re in branch and the item you want is not in stock, we can now check local availability, take payment and secure stock in another Toolstation branch. Your order will be ready to collect from your selected branch within 5 minutes.
Next Business Day OnlyNext Business Day Only is available when the item you want is not in stock at your selected Toolstation branch, but is in stock in our main warehouse. When you order for Next Business Day Only we send the item from the warehouse to your selected branch ready for you to collect the next day. The exact date that your Next Business Day Only items will be ready is shown on the order confirmation page and the order confirmation email. We will also send a Text message to notify you as soon as your items are ready to collect.
Next Business day collection times
|UK MAINLAND & NORTHERN IRELAND||Order before 7pm||Order after 7pm|
|Monday||Collect Tuesday after 3pm||Collect Wednesday after 3pm|
|Tuesday||Collect Wednesday after 3pm||Collect Thursday after 3pm|
|Wednesday||Collect Thursday after 3pm||Collect Friday after 3pm|
|Thursday||Collect Friday after 3pm||Collect Monday after 3pm|
|Friday||Collect Monday after 3pm||Collect Monday after 3pm|
|Saturday||Collect Monday after 3pm||Collect Monday after 3pm|
|UK MAINLAND & NORTHERN IRELAND||Order before 4pm||Order after 4pm|
|Sunday||Collect Monday after 3pm||Collect Tuesday after 3pm|
Click & Collect – what you need to bring with you to store:When collecting your items you’ll need the following;
- Your order reference which will be on the order confirmation email or Text.
- When selling age restricted products if the customer appears to be under the age of 21, we would require one of the following, a photo driving licence, a passport or a proof of age card such as a PASS card. Failure to produce one of these items will result in that item being removed from your order and refunded.
What time is my local branch open?The majority of branches are open 7am-8pm Monday to Friday, 7am to 7pm Saturday and 9am to 4pm Sunday. Some exclusions apply, and Bank Holiday times will differ. For more information, or to find your nearest store, please use our Branch locator
Delivery – FAQs
When placing an order before 9pm Mon-Thur and before 6pm Sunday using Next Business Day Delivery your order should reach you by 6pm and our Pre-12 delivery usually gets to you on the next business day by 12pm. Orders selected for Saturday delivery and placed by 6pm Friday will be delivered the following day before 6pm. Orders selected for Sunday delivery and placed by 4pm Saturday will be delivered the following day before 6pm. Items over 30kg can only be delivered next Business Day Mon-Fri. Orders placed after 9pm Thursday will be delivered the following Monday All deliveries will require a signature. If you have supplied your mobile number you will receive a free text message around 7am on the day of delivery informing you of an estimated 2 hour time slot, the name of the driver and a link to live tracking so you can follow your parcels progress via ParcelForce
I’m not going to be in to receive my deliveryIf no one is available to sign for the delivery, the courier will leave a “Sorry We Missed You” card and attempt to leave with a neighbour or a local Post Office. If this is not appropriate they will attempt to redeliver the following day. The “Sorry We Missed You” card will detail what other delivery options are available if this is not convenient.
How much is Delivery?Next Business Day Delivery is FREE when you spend £25 or over. For orders under £25 the Next Business Day delivery charge is £5. Pre-12 delivery is an additional £5 charge Saturday delivery is available with a £10 charge when you spend less than £25, orders over £25 but under £75 will be charged £5 and orders over £75 have free Saturday delivery. Sunday delivery is available with a £10 charge when you spend less than £25, orders over £25 but under £75 will be charged £5 and orders over £75 have free Sunday delivery. Remote areas: For orders to addresses in remote areas, Next Business Day or Pre-12 delivery options are not available. Click here for more details
How do I track my order?Once your order has been dispatched you will receive an email with the courier details and your tracking number, this can be used to track your order via www.parcelforce.co.uk Note: Items that are delivered directly from our supplier cannot be tracked using this method. Where possible, suppliers will update you with delivery information. This may be by email, phone call or text message. If you have supplied your mobile number you will receive a free text message around 7am on the day of delivery informing you of an estimated 2 hour time slot, the name of the driver and a link to live tracking so you can follow your parcels progress.
Can I have my order delivered to a different address?You can enter a new delivery address whilst you are placing an order. Or, if you are registered with Toolstation.com, you can add additional addresses to your Address Book in the My Account section, for you to select when you place your order. If your order has already been placed, the delivery address can be changed via the ParcelForce website, using the tracking number in your confirmation email. Restrictions and additional charges will apply. For more information go to Parcelforce.com
Delivery outside of the UKWe are currently able to deliver outside of the UK to the following countries: For France please visit Toolstation France For Netherlands please visit Toolstation Netherlands
Returns – FAQs
- PPE products including Gloves, Masks and Respirators and Ear protection ranges are non-returnable at this time.
- We’re sorry for any inconvenience this may cause