Help & FAQsNeed help with using our website? Have a question about postage or returns? If so then look no further than our Help and Frequently Asked Questions section! Here at toolsandhardwaredirect.co.uk we will always try to help you as much as we can. Ordering How do I purchase an item? To purchase an item just find what you are looking for and click on the "add to basket" sign. Once added you can then change the quantity to how many of the item you wish to purchase. How much is postage and packing? Here at toolsandhardwaredirect.co.uk, we want to make things as easy as possible for our customers. That is why we have introduced the £2.99 flat rate postage and packing charge. This means that how ever much you order, you know how much postage will cost. I have finished selecting what to buy. What next? When you have finished, click on the "my basket" symbol at the top of any page. Once you are happy with your item selection then click on "checkout". This will then take you through to Paypal for payment. Why do you use Paypal? Is it safe? We use Paypal because it gives both the customer and our business protection from online fraud. The site is secure and is easy to use and also allows an easy refund service should the need arise. I do not have a Paypal account. Does this matter? No. If you do not have an account or do not wish to open one, then you can just put in your credit or debit card information and pay like you would for any other item online. How do I claim my 10% discount? When you order from us, you will sent a special voucher. This voucher contains a promotional code. When you make your second order, on the Paypal site is a comment box. In this box type the promotional code and it will be sent to us. Once your item is dispatched we will make a 10% refund to you through Paypal. How many times can I use the promotional code? You can only use the code once. We keep a check on who has used the promotional code before and multiple uses will be ignored. Postage and Delivery Will you send my items by 1st or 2nd class post? This will depend on how much you have ordered. For small items and small quanties we will always post the item by 1st class post. When a large quantity order is received or the items are extremely bulky then we will post by 2nd class. When will my order be posted? If you order before 4pm Monday to Friday, your order will be posted on the smae day. If the order is done after 4pm or at weekends then it will be sent on the next available working day. How long will my item take to arrive? Most of our items that are posted 1st class will arrive within a couple of days. 2nd class items will take a couple of days longer. Please be aware that once posted, your item is controlled by Royal Mail. It has been known for some items to take a week to 10 days to arrive which is beyond our control. Can I have my items shipped by recorded or next day postage? Yes. Please contact us by email from our main page before purchasing any items as a different ordering procedure needs to be used. It has been 7 days and my item has still not turned up. What can I do? Do not panic. All our orders are shipped by Royal Mail and sometimes can take longer to appear. We ask our customers to wait for 14 days and then to contact us via the "contact us" button on our main page. We will then look into the case for you. Other Questions The item I bought is faulty. Can I have a refund? Please contact us on 01308 427744 to discuss the matter. We will try to sort the situation with a replacement item or a refund. I bought the wrong item or no longer want the item. Can I have a refund? By law any item can be returned for a refund within 7 working days of receiving the item. Before doing so please contact us by using the "contact us" button on our main page. Any items must be returned with a letter explaining the reason for return and a request for a refund. Any returned items must be in original condition and are returned at the buyers expense. Once we have received the goods back, a refund will be given for the original selling price to your Paypal account. Please note that the £2.99 postage charge will not be refunded. All eventsEvents information will appear here shortly.
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