FAQ

Account

Do I have to have an account with Tool Factory?

No, at this time we have tried to simplify the order process where accounts are not required. This  may change in the future if there are know benefits for our customers.

 

Delivery

How much does delivery cost?

We offer free economy delivery on all orders to UK mainland addresses. Deliveries to Highlands, Islands and more remote locations may be subject to delivery surcharges.

You may have the option to upgrade your delivery method at an additional cost, dependant on the products that you are purchasing. Please see our delivery page for more details.

 

When will I receive my goods?

If your order is place before 2pm Monday - Friday it will be dispatched the next day (exclusions apply). We do not currently dispatch on Saturday, Sunday or Bank Holidays.

Once the delivery has been dispatched, it should arrive within 4-5 working days unless the chosen delivery service is upgraded at the checkout.

Please see our delivery page for more details.

 

Which couriers do you use?

We use selected couriers to complete our deliveries. The vast majority of orders will be delivered by Royal Mail and Hermes. For larger, heavier items we use a courier.

 

Can I have my delivery sent to a different address?

Yes, there is an option on the checkout procedure to set an alternative delivery address to your billing address.

All orders that are paid for using Paypal will automatically select the Paypal accounts registered address, if you wish your parcel to go to a different address ensure that you have this address registered on your Paypal account before placing your order as this cannot be changed after placing an order.

 

 Can I track my order online?

Yes, on the vast majority of items being delivered we will be able to provide you with tracking numbers where you will be able to view the delivery status, these will be available as soon as the product has been dispatched. 

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.

 

What happens if I’m not at home when the delivery is being made?

Most parcels will need to be signed for. A signature can be obtained from anybody at the delivery address. If there is nobody in when the delivery is attempted, you will be left a card which will have instructions on how to receive the parcel.

If an item is returned to us as a result of a failed delivery, we will resend the item when the full cost of redelivery is made. See our delivery page for more information.

 

Where is my long length/heavy item?

On occasion, long length items (over 1 metre) and heavy items (over 30kg) may have an additional delay of one day due to them having to be scanned at the depot by hand.

 

Unwanted, Damaged or Incorrect Items

Can I return an unwanted item?

Yes, if for any reason you no longer require your goods, or you have ordered an incorrect item by mistake we will offer a refund or exchange within 30 days of purchase if the item is returned to us in its original condition and packaging. Please see our refund policy for more information.

 

My goods have been delivered and are damaged, what do I do?

If the package looks damaged in any way you can refuse the delivery, this will automatically return the item back to ourselves. You must inform us immediately of any damaged goods by emailing sales@toolfactory.co.uk.

If you have accepted the item and upon opening the product discover it is damaged, please notify us by emailing sales@toolfactory.co.uk.

You will be asked to provide an image of the damaged product and its packaging, so please attach these to the email to speed up the process.

See our refund policy for more details.

 

I’m missing an item from my order, what do I do?

If you are missing an item from your order, please inform our customer service team by emailing sales@toolfactory.co.uk as soon as possible so we can look further into this for you.

 

The package I’ve received looks incorrect, what do I do?

We recycle outer packaging and boxes to help the environment and reduce costs. Please ensure that you have opened your parcel before contacting us as you may very well have the correct item in a different box.

If you still have the incorrect item after opening your parcel please contact our customer service team as soon as possible by emailing sales@toolfactory.co.uk and attach an image of the items received and the delivery note included in your package.

 

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

The product images displayed on our website are either manufacturer’s stock images or ones we have created ourselves. From time to time manufacturers may alter products very slightly but if the alteration is significant we will update our images. Our images are for illustration purposes only and you should read product descriptions for full details of what you will receive.

 

Stock

 

Are all of your items in stock?

Our stock levels and availabilities are linked to our computerised stock control system that takes stock levels directly from the warehouse.

There are however very occasional times when there is a larger than normal demand and something is therefore out of stock. If we receive an order and then discover that the item is out of stock, we will make every effort to contact you to confirm your options on how to proceed.

 

If some of my items are out of stock and some are in stock, what happens?

We will contact you to give you the choice of having one delivery when your order is complete or we can send the items that we have first whilst we wait for the back ordered lines to arrive. There will be no additional delivery charge for this.

 

I can't find what I'm looking for on your website, can you get other products?

Yes, we have direct accounts with all major brands and are more than happy to supply other products that are not in our standard range. Please contact us by emailing sales@toolfactory.co.uk with your requirements and we will get back to you as quickly as possible with a price and availability.

 

Ordering

 

I’ve got incorrect products and/or quantities in my basket, how do I amend them?

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

 

Am I able to amend my order once it's submitted?

Once you have submitted your order it is sent immediately to our warehouse to be processed for delivery. However, you may contact us by emailing sales@toolfactory.co.uk and we will try our best to make amendments if possible.

 

How do I find detailed product information?

Once you have found the product you are looking for you will be presented with multiple images, descriptions and specifications where available. If you are unable to find the answer on the products listing please contact our customer service team by emailing sales@toolfactory.co.uk.

 

Will I get a VAT invoice?

Yes, a VAT invoice will be supplied with your goods and an electronic copy will be sent to the email address supplied. If for any reason you don’t receive it then you can request a copy at any time or if you do not want an invoice included please contact us by emailing sales@toolfactory.co.uk.

 

Are your products brand new and in original packaging?

All of our products are brand new, direct from our suppliers.

 

Is your website secure?

Yes, we use SSL certificates to improve online security which encrypt our store's content and publish it securely

 

Are my personal details safe with Tool Factory?

We have taken a great deal of care to ensure that any personal information you send us remains completely confidential.

All credit card information is encrypted when it is transferred over the Internet using SSL Encryption.

All personal information is held on a Secure Server and will not be used in any way without your express permission.

For more details please click on the following link - Privacy ploicy