HomeFAQ

ORDERS & TRACKING

Do you have my product in stock?

On each individual product page, there is a stock level indicator to show what is available.

Please be aware some items are marked as back order if they are available to order but we do not currently have them in stock. Pre-order means the tool is not yet released but is available to order. 

Pre-order dates can change at short notice so please do check with us if you need something urgently.

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 or message to find out when new stock will be arriving.

Do you dispatch items together or individually?

If you are ordering different items some of which are pre-order or backorder items, these are typically all dispatched together. So if you haven’t received your order please double check the items you have ordered and also feel free to get in touch with us via our contact form

Do you deliver to job sites?

We can deliver directly to any job site of your choosing, meaning you no longer need to stand in queues waiting to be served or waste time stuck in traffic. You can continue working on other jobs while one of our team brings your order to you.

What delivery options do you offer?

For most of our tools in stock, we offer Next Working day delivery to mainland UK. To other parts of the world, the average transit time can be between 3-5 working days.

For items not in stock such as special order items these normally take 2-3 working days within the UK and 3-5 Working days outside of the UK. Imported items can take between 2-3 weeks. If you are unsure please do ask us before placing your order.

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.

How do I know when my order has been dispatched?

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 well as a valid contact number as this can be the quickest and most efficient way of us contacting you.

Where do you ship?

We currently ship worldwide to over 200 countries and territories using a variety of couriers.

Currently, we are unable to ship to the following countries for various reasons, these include, Iran, North Korea, Russia & Ukraine

Do you offer same-day delivery?

Yes we do offer same-day delivery to most of UK please contact us via our contact number +447446949270

Can I track my order online?

Yes! We have put a great emphasis to ensure our customers stay up to date with orders. Most couriers used will inform you on the day of delivery of a 1-hour time slot in which your order is expected to be with you and we will notify you via email when your order has been dispatched. Please note that on smaller items being sent out via Royal Mail 1st class we will not be able to provide a tracking number (should you choose this service).

CUSTOM & IMPORTS CHARGES

I would like to buy some tools but I’m worried about custom and import charges, do your prices include these?

Currently, our prices do not include custom or import charges. Please be aware they may be some charges to pay depending on the value of your order. Refer to your local government or state law for guidance.

GENERAL
I am new to DIY and not sure which tool I need?

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.

How do I know if the product is right for the job?

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!

How do you ensure you only sell safety knives to over 18s?

We verify age before shipping out orders. One of our team will contact you to do this.

IMPORTS
What are imported tools?

An imported tool is a tool that has been sourced from outside the UK, usually from Europe, Asia, North America, or Australia.

How can I tell if a tool is imported?

It’s very simple if you see the words “Imported” “20V MAX” or “60V MAX” in the description section of the listing this means it is imported. If you are unsure please do ask us.

Do I get a warranty with an imported tool?

Unfortunately, we cannot offer any warranty on imported tools, this is due to many brands having region-locked policies. Meaning a UK tool can only be registered in the UK and a US tool in the US and so on.

However, we would like to assure our customers that all tools are brand new and directly from manufacturers unless stated otherwise.

We would highly recommend getting all tools insured as a customary practice.

I want to buy an imported tool, would I need a plug adaptor?

Depending on the type of tool you purchase, cordless tools do not require an adaptor. However, if the tool has a corded option you may need to purchase an adaptor as well as a voltage inverter (sold separately) depending on your geographic location, please contact us if you are unsure before making a purchase.

I read about needing an inverter, what is it?

An inverter is a device that alters the voltage being supplied to the tool, allowing it to operate safely without the device being overloaded e.g. a 120v US vacuum being used in the UK at 230v would need an appropriate inverter.

What is the difference between 18v and 20v MAX or 54v and 60v MAX?

It is actually the same. It is a marketing method used by manufacturers to make the tools appear more powerful in certain regions of the world. All 18v and 20v batteries run at 18v, when at maximum load run at 20v. The same applies to 54v and 60v MAX.

Can I use 18v batteries with 20v MAX tools or 54v batteries with 60v MAX tools?

Yes, you most definitely can, all 18v or 20v batteries and tools are interchangeable with each other as well as 54v or 60v MAX tools.

Can I use 54v/60v FLEXVOLT batteries on my 18v or 20v tools?

Yes, all FLEXVOLT batteries are backward compatible with 18v or 20v tools. However, 18v or 20v batteries do not work on 54 or 60v tools due to battery shape.

WARRANTY

How does the warranty work?

If you have any issues with a tool due to a defect (from the factory) within 30 days of purchase we would be happy to replace or repair the tool free of charge. Outside of the 30 days, we recommend contacting the manufacturer, please ensure you register your tools within the 30 day period.

How do I register my extended warranty?

You can register your tool by visiting the manufacturer’s website, we have more details in our ‘Warranty Information’ page

How long do I have to register my warranty?

Tools must be registered within 30 days of purchase to receive the extended warranty.

I’m not very tech-savvy, would it be possible to register my tools for me?

Yes, if you speak to one of our team members they will be more than happy to get your tools registered for you. This can be done via the contact form or alternatively please pop down to our shop.

EXOTIC WOODS

Do you stock exotic woods?

We stock a variety of species including purpleheart, yellow heart, ebony and many more.

Are you able to source other species of exotic woods?

Yes, please send us a message using the contact form page

Where do you source your wood from?

We source our wood from a variety of places including Africa, Europe, North America, and South America.

DISCREET PACKAGING, WRAPPING & VOUCHERS

I would really love to order more tools but my other half won’t let me, is there any way you can help?

We can have your order shipped in discreet plain boxes as well as have it shipped to an alternative address such as a friend or family member.

Do you offer gift wrapping?

Yes, we can have your order gift wrapped (at an additional cost). To order this service add one of the gift wrapping options to your basket before you check out. See the “Gift Card & Gift Wrapping” section.

Do you do vouchers or gift cards?

Yes, we do offer gift cards, they are a great idea for birthdays, anniversaries and other celebrations or simply if you are not sure what to buy for that special person in your life.

You can add a personal message and we will issue a unique code that can be entered at check-out and redeemed against the value of their order.

Gift Cards can be redeemed against all items. If they do not spend the total value, we will keep the remaining balance in their GiftUp! account for them to use on another occasion. Please note that Gift Cards will expire after 1 year of issue.

To order your gift card, please see the “Gift Cards” page.

ENVIROMENT

I’m very conscious of the environment, do you offer any eco-friendly packaging or alternative solutions?

The majority of our packaging is made from recyclable and renewable resources. We are working towards ensuring all our packaging will be 100% eco-friendly and can be recycled. If you’d prefer to have frustration-free packaging or would like us to remove any packaging before shipping, please let us know before dispatch

I seem to get different types of boxes each time I order, is there a reason for that?

To help reduce our carbon footprint and minimize landfill waste we tend to reuse and upcycle a lot of our packaging. If you find you receive a box that has been used previously please do not worry. We would highly recommend recycling all packing rather than letting it go to the landfill, you are more than welcome to return it back to the shop.

SAFETY & SECURITY

Is it safe to use my card on your app and website?

Yes, we use high-level encryptions and security to ensure your data is safe with us. If you have any concerns please contact us using the contact form

How often should I change my password?

We would highly recommend changing your password at least once a month, avoiding using the same password as other websites.

REFUNDS

Do you offer refunds on orders?

Yes we do, please consult our Terms and Conditions for more details as well as our Returns & Refunds Policy, they are some exceptions

How long do you take to process refunds?

Upon receiving the items, we endeavor to process your returns and refund you within 14 days, this provided the items are returned to us in a satisfactory condition as per our Returns & Refunds policy

OTHER

I have found a tool not available on your website, would it be possible to source this?

Yes! We work with various brands from around the world and have a robust global logical supply chain, so please do contact us and we will help source that tool for you.