Help and FAQs

At checkout you can pay by debit or credit card (Visa, Mastercard, American Express and Discover), PayPal, Google Pay or bank transfer. Approved trade account customers can also pay on invoice, with 30 days to pay. We don't currently offer Apple Pay or buy now pay later. See Payment Options for full details.

Yes. Card payments are processed securely by Stripe, and PayPal and Google Pay payments by those providers. We never see or store your full card number. See our Privacy Policy for more.

No. We don't add a surcharge for any payment method.

Please contact us as soon as you can and we'll do our best to make any changes before your order is dispatched.

If you're a consumer, you can cancel at any time before dispatch for a full refund. Once it's on its way, you can still cancel up to 14 days after you receive it and send it back. See Returns and Exchanges.

The email you get when you place your order is an acknowledgement that we've received it. Your order is accepted, and the contract is formed, when we email to confirm it has been dispatched (or that your Click & Collect order is ready).

If an item becomes unavailable or we can't accept your order, we'll tell you and refund you in full straight away. If a price is obviously wrong, we'll tell you before dispatch and you can go ahead at the correct price or cancel for a full refund.

Trade customers are welcome to ask for quotes or place orders by phone or email. For retail customers, we ask that you order through our website so your payment goes through our secure checkout.

We deliver across Great Britain, including the Highlands and Scottish islands. Sorry, we don't currently deliver to Northern Ireland.

For the Channel Islands, the Isle of Man or anywhere outside Great Britain, please contact us for a quote. See Delivery and Tracking.

UK delivery is a flat rate of £7.14 inc VAT (£5.95 + VAT) per order, however many items you buy. Delivery to Highlands and islands postcodes is £11.99 inc VAT (£9.99 + VAT) per order instead. See the postcode list.

Items shown as in stock are dispatched within 2 to 3 working days. Orders placed before 3pm on a working day count from that day. We send everything on a next working day service with DPD or Royal Mail, so most orders arrive within 3 to 4 working days.

We work Monday to Friday. Highlands and islands may take a day or two longer, and some large or heavy items may take longer too. Where that's the case, it's shown on the product page.

As soon as your order is dispatched, we email you the tracking details. If you have an account, you can also see them under Your Orders. You can track your parcel on our Delivery and Tracking page.

Yes, and it's free. Collect from Unit 4 Alpha Trading Estate, Clayton Road, Hayes, Middlesex UB3 1BB, Monday to Friday, 9:30am to 5:30pm.

Please wait for our "ready to collect" email before you come in, and bring your order confirmation and photo ID. We'll look at your ID but won't copy it. You have the same 14 day cancellation rights, starting from the day you collect.

Some large or heavy items are delivered by pallet or specialist courier and may take longer. Where this applies, it's shown on the product page.

Yes, we ship to most countries. Shipping is calculated on the size, weight, destination and service you choose, and we always show you the full cost on your quote before you pay. Import duties and local taxes are paid by the recipient. Email sales@diytools.com for a quote, or see Worldwide Shipping.

Yes. If you're a consumer, you can cancel at any time from placing your order until 14 days after the day you receive it. You then have another 14 days to send the items back. You don't have to give a reason.

Items don't need to be unused or in their original packaging, but if they've been used more than you'd need to check them, we may reduce your refund to reflect the loss in value. See Returns and Exchanges.

Only two kinds of item can't be returned for a change of mind:

• items sealed for health or hygiene reasons, such as disposable masks and respirators, ear plugs and respirator filters, once you've broken the seal
• items mixed with other things after delivery that can't be separated, such as two-part adhesives or resins once mixed

Sale and clearance items can be returned. None of this applies if an item is faulty.

Please contact us rather than the manufacturer, and we'll put it right. Under the Consumer Rights Act 2015, you can reject a faulty item for a full refund within 30 days of delivery. After that, you're entitled to a repair or replacement, and if that doesn't fix it, a price reduction or refund.

We pay the cost of returning faulty or wrong items. If something is damaged in transit, please tell us as soon as you can, ideally within 48 hours, so we can claim from the courier. Telling us later doesn't affect your rights.

Email sales@diytools.com, call us, or use the cancellation form, with your order number. We'll send you a Return Reference and our returns address in Hayes.

We refund you within 14 days of getting the items back, or of you sending us proof of posting, whichever is sooner. If we arrange a collection, we'll refund you within 14 days of the day you tell us you're cancelling. If we then find the item has lost value because it was handled more than needed, we'll tell you why and by how much, and may ask you to pay that amount. If you cancel before dispatch, we refund within 14 days of you telling us, and in practice straight away. Refunds go back to the way you paid, with no fee. If you return your whole order, we also refund the standard delivery charge.

For change of mind returns, you do. Please use a service with proof of posting. For large or pallet items, we can arrange collection at the actual cost, taken off your refund, up to £80 inc VAT. For faulty or wrong items, we pay.

Everything we sell is covered by your legal rights under the Consumer Rights Act 2015. Many products also come with a manufacturer's warranty, usually 12 months, with longer cover from some brands. Some brands need you to register the product for extended cover.

A manufacturer's warranty is on top of your legal rights and doesn't replace or reduce them. See Guarantees and Warranties.

Email sales@diytools.com with your order number, a short description of the problem and photos or a video if you can. We'll take care of it for you, and if we need the item back we'll send a prepaid label or arrange a collection.

Email sales@diytools.com with your company name and registered address, company number and VAT number (if you have them), business type, contacts for purchasing and accounts, and trade references if available. We'll reply within a few working days. See Apply for a Trade Account.

Limited companies, LLPs, sole traders, partnerships and public sector bodies. All accounts are approved at our discretion and subject to credit checks.

We ask for your first order to be paid up front (except for verified public sector bodies). After that, approved accounts pay 30 days from the invoice date by bank transfer. We set a credit limit for each account, and we may ask a director or owner for a personal guarantee.

Yes. Business customers don't have the 14 day right to cancel. We may accept unwanted items within 30 days with our prior authorisation, and we may charge a 15% restocking fee. If goods are faulty or wrong, we'll always put it right.

If you're buying for personal use, you're a consumer and our consumer returns terms apply. See trade returns.

No, you can check out as a guest. An account lets you see your order history and tracking details. Sign in or create an account.

Yes. We handle your data in line with UK data protection law, and we're registered with the Information Commission (ICO), registration number ZA404451. We never sell or rent your data. See our Privacy Policy.

We use cookies the site needs to work, and analytics cookies only if you accept them. We don't use advertising cookies. You can change your choice any time using the cookie settings link in the footer. See our Cookie Policy.

Only if you join our mailing list using the signup box at the bottom of any page. Otherwise we only email you about your orders and enquiries. Every marketing email has an unsubscribe link, and you can unsubscribe any time.

Email sales@diytools.com with your order number. We'll acknowledge it within 2 working days and aim to give you a full reply within 10 working days. If we can't resolve it, we'll explain our position in writing.

We don't currently use an alternative dispute resolution scheme. For free advice, contact the Citizens Advice consumer helpline on 0808 223 1133. You may also be able to use the small claims court.

Not online, sorry. We don't sell knives, knife blades, razor blades, axes or other bladed items for delivery or Click & Collect. If one slips through and is ordered by mistake, we'll cancel that item and refund you in full. You're welcome to buy them in person at our Hayes premises. By law they're only sold to customers aged 18 or over, so please bring photo ID.

Yes. When you buy a new electrical item from us, we'll take your old equivalent item back free of charge within 28 days, like for like (WEEE take-back). Drop it off free at our Hayes premises, Monday to Friday, 9:30am to 5:30pm, or post it to us at your own cost. You can also use your local council recycling centre. See our Recycling (WEEE) page for details.

Electricals marked with the crossed-out wheelie bin symbol mustn't go in household waste. Old portable batteries can be dropped off at Hayes or any battery recycling point.

Sorry, we don't offer installation, assembly or on-site services.

We check every review before it's published. We publish all genuine reviews, good or bad. We only remove reviews that are fake, abusive, unlawful or not about the product. We never remove a review because it's negative. We never pay for or reward reviews.

On our Terms and Conditions page.