Help & FAQs

Effective Date: 18 June 2025

Welcome to the DIYTools Help Centre. Below you’ll find quick answers to common questions about ordering, delivery, returns, warranties and more. For full policy details, please follow the relevant links or contact our support team.

Ordering & Payment

• What payment methods do you accept?
  Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, and official trade account invoicing. See our Payment Options page for full details.
• Is checkout secure?
  Yes. Our checkout is fully PCI DSS compliant and all payments are processed securely. We do not store full card data. See our Privacy Policy for details.
• Can I change or cancel my order?
  If your order hasn’t been dispatched, we may be able to amend or cancel it. Please contact us as soon as possible.
• Do you accept phone or email orders?
  Trade customers may request quotes or place orders by phone or email. Retail customers must order through our website for secure checkout.

Delivery & Tracking

• Where do you deliver?
  We ship across the UK and internationally. Full details are on our Delivery and International Shipping pages.
• How long does delivery take?
  UK orders typically arrive in 2–5 working days. International delivery varies by location and courier.
• How do I track my order?
  A tracking link is emailed to you as soon as your order ships.
• Do you offer Click & Collect?
  Yes. You can collect your order from our warehouse in Hayes, Middlesex (Mon–Fri, 10am–5pm). Please wait until you receive an email confirming your order is ready before coming to collect. Bring your order confirmation and ID.

Returns & Refunds

• Can I return an item?
  Yes. Consumers can cancel orders within 14 days of delivery under UK law. Items must be unused and in original packaging. See our Returns & Exchanges page for details and exclusions.
• What items can't be returned?
  Custom-made products, opened consumables, unsealed PPE, and clearance items are non-returnable unless faulty.
• How do I start a return?
  Contact us with your order number and reason. We'll provide a Return Reference and instructions.
• How long do refunds take?
  Refunds are processed within 5–10 working days of receiving your returned item.

Warranties & Guarantees

• Do your products come with a warranty?
  Yes. Most items include a 12-month manufacturer warranty. Some brands may offer extended coverage. See our Guarantees & Warranties page for more.
• How do I make a warranty claim?
  Email support@diytools.com with your order number, a description of the issue, and any photos. We'll guide you from there.

Trade Customers

• How do I open a trade account?
  Visit our Trade Account page to apply.
• Are trade returns different?
  Yes. Returns from trade customers are discretionary and may incur a restocking fee. See Returns Policy and Terms & Conditions for full details.

Account & Privacy

• Do I need to create an account to order?
  No — guest checkout is available. Creating an account lets you track orders and view order history.
• Is my personal data protected?
  Yes. We comply with UK GDPR. Read our Privacy Policy and Cookie Policy to learn more.

Legal & Support

• Where can I find your full Terms & Conditions?
  Visit our Terms & Conditions page.
• What if I have a complaint?
  Email support@diytools.com. We aim to resolve complaints within 5 working days. If you’re not satisfied, we’ll advise on next steps, including referral to a dispute resolution service if applicable.
• Do you offer services with products?
  No — we do not offer installation, assembly, or on-site services at this time.

Promotions & Newsletter

• How do I hear about offers or new products?
  Subscribe to our newsletter at the bottom of any page to receive updates, promotions, and product launches.

If you still need help, contact us at support@diytools.com or call us on +44 (0)207 372 1973. We're here to help.