FAQ

Can you provide a VAT invoice?

Yes, we send a full VAT invoice with every order. This will either be emailed to you or will 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.

Can I have my delivery sent to a different address?

Unfortunately for security / fraud reasons we will not deliver to a differant address to the one registered to the card used for payment.

Can I track my delivery online?

Yes, you will be provided with a tracking number and instructions by e-mail once your order has been shipped.
Some of our carriers will also email you in the morning of the day of delivery giving you an idea of when the order will be delivered.

How do I cancel an order?

If you wish to cancel an order, you need to email us straight away with your Name & Order Reference.
Please note that orders can only be cancelled providing despatch has not occurred, and we have not already purchased the item exclusively for you.


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 14 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 policy for more details.

Should your purchase have been supplied direct from one of our suppliers the terms and conditions of the supplier will apply. See our suppliers own websites for 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 policy for more details.

Should your purchase have been supplied direct from one of our suppliers the terms and conditions of the supplier will apply. See our suppliers own websites for details.

What guarantee comes with the goods?

Every product we sell is covered by the manufacturer’s warranty. It may be possible to extend this warranty with the manufacturer, details of which can be found within the items packaging or on the manufacturer’s 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 office hours are Monday-Friday, 8am - 5pm.
Telephone number 0808 178 2040
 
I cannot find the item I need on your site, what can I do?

We are able to offer almost an limitless range of products due to Toolrace being part of the T H S Tools Group which is Europe’s largest industrial buying group. If you do not see an item on our site please email us at [email protected] and we will attempt to source it for you.

Security

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.

When will I receive my goods?

Items are usually despatched within 2-3 working days. As soon as your order is despatched we will notify you by e-mail. If it is not possible to despatch your order within this time period or if for any reason it is not possible to fulfil your order we will inform you by email or telephone.

We DO NOT currently despatch on Saturday, Sunday or Bank Holidays. See delivery page for further details

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.

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 five 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 office is open 8am to 5pm Monday to Friday but is closed on weekends and bank holidays.

This website is open for orders 24 hours a day, 365 days a year.

I've found my products, how do I order them?

Click "Add to Basket" and you will be taken to the checkout page. You have the choice of clicking "Checkout" or "Continue Shopping"

I've got incorrect products and/or quantities in my basket, how do I edit my basket?

On the checkout page you will be given options to delete items or re-enter quantities until you are satisfied with your order prior to continuing to final checkout.

How do I continue to the checkout and complete my order?

Click the checkout button in the basket area of the screen and follow the simple instructions.

The picture on the product listing was slightly different from what I received, why is that?

All our images are either manufacturer’s 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.

I want to return my old item to you for disposal, can I do that?

Toolrace complies with WEEE (Waste Electrical and Electronic Equipment) regulations. This means that if you buy a new tool from Toolrace 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".