Frequently Asked Questions (FAQ)

Here is a small collection of FAQ you might find helpful. If there are any queries you didn't find the answer to let us know. You can find all the contact information on our Contact Us page.


Why is nothing happening when I try to checkout with Sagepay using my selected payment card?

If you are unable to checkout using Sagepay, you may be unable to connect to Sagepay’s secure servers, likely due to software on your device. In these rare cases, please select PayPal - you don’t need a PayPal account and you can enter your card details as normal on PayPal’s secure server – just select “Pay with Debit or Credit Card” when it asks you if you want to login.
You won’t be required to create an account or have any other attachments to PayPal.


I've forgotten my password, how do I reset it?

Resetting your password is simple:

  • Click on "Log in" link at the top right of any page on our website
  • On the log in page click "forgot your password" link
  • Type in your account email address
  • An email with the "reset password" link will be sent to you
  • Follow the instructions on reset password page and you are all set to use it on your next log in

What do delivery charges cover?

Any quoted carriage charges only cover the time needed to load or unload our vehicle at the address you have specified. You must pay extra for any further time you cause us to spend, including if we try to follow your instructions for delivering or collecting the goods but cannot do so because of your acts or failure to do something. For all delivery options and charges make sure to check our Delivery Options page.

Can I have my parcel delivered to an alternative address?

We are happy to send to an alternative address for you, but this must be requested online via the checkout method for security reasons. If you have an account with us, you can easily store and manage several addresses within your account and use them at your convenience at checkout.

Can I “Click & Collect” or “Collect from Store”?

Yes – but please contact us on 01325 370 300 prior to placing your order. Collection is available from Unit 6, Park 2000, Millennium Way, Newton Aycliffe, DL5 6AR. Opening hours are Monday – Thursday: 8:30am – 5:00pm and Friday: 8:30am – 4:30pm. We are closed on weekends and Bank Holidays. Apologies – the DPD Pickup Shop service is unavailable.

How do I track my parcel?

Our courier is DPD who offer online tracking. You will receive notification of your tracking number via a despatch email at the end of the day. A one hour delivery slot is allocated to you on the day of delivery and sent via text. Please ensure you add your mobile telephone number at checkout for this service. You can track the status of your delivery on the DPD Tracking system.


How often do you deliver to Europe?

We ship to all EU countries on a daily basis. Delivery usually takes between 3-7 days from the date of despatch depending on which country you live in.

Can you ship to the Channel Islands without charging VAT?

Yes, please select Jersey or Guernsey from the country drop down menu when entering your details.

Will you deduct the VAT for European VAT registered businesses?

Yes. If you enter your EU VAT number on the details page the VAT will automatically deducted. Please note that this only applies for customers outside the UK.

Is a UK tool Warranty still valid in Europe?

Yes. All our tools are supplied with a European Warranty which is valid in any EU country.


My tool has developed a fault - what should I do?

Most tools we supply are covered by at least 1 year warranty from the manufacturer. You can find full information on how to get your tool repaired on our Warranty Repairs page.

Can I send back my old tool for you to recycle it?

Yes. We are obliged under WEEE regulations to offer our customers free take-back of their WEEE on a like-for-like basis when you buy from us a new Electrical or Electronic product. You can find more here: WEEE regulation information.