FAQs

Frequently Asked Questions

General Questions

1. What is Tool Shop?

Tool Shop is a UK-based online store offering a range of hardware, door hardware, locks, accessories, and other practical products for home improvement, repairs, maintenance, and property projects.

2. Where is Tool Shop based?

Tool Shop is operated by TOOL SHOP (LONDON) LTD.

Business Address:
40 City Rd
London EC1Y 2AN
United Kingdom

3. Do you ship across the UK?

Yes. We offer free shipping throughout the United Kingdom.

4. Do you ship internationally?

No. Tool Shop currently ships only within the United Kingdom and does not offer international shipping.

Orders

5. How do I place an order?

Select the product you want, add it to your basket, proceed to checkout, enter your delivery and payment information, and complete your purchase.

You will receive order confirmation information after your order has been submitted and accepted for processing.

6. What is your order cut-off time?

Our order cut-off time is 5:00 PM.

Orders placed after the cut-off time may be processed on the next business day.

7. Can I change or cancel my order?

If you need to change or cancel an order, contact us as soon as possible.

We cannot guarantee that changes or cancellations can be made once an order has entered processing or has been dispatched.

8. What happens if an item becomes unavailable?

If an ordered product becomes unavailable, we will contact you where appropriate. If payment has already been taken and the order cannot be fulfilled, an appropriate refund will be issued.

Shipping and Delivery

9. How long does delivery take?

Our estimated delivery timeframe is:

  • Handling: 1–2 business days

  • Transit: 3–5 business days

  • Total estimated delivery: 4–7 business days

Delivery estimates are provided as guidance and can occasionally be affected by circumstances outside our reasonable control.

10. Is shipping free?

Yes. Standard shipping within the United Kingdom is free.

11. Do you provide tracking?

Where tracking is available for a shipment, relevant tracking information may be provided to the customer.

12. What if my order is delayed?

If your order has not arrived within the expected timeframe, please contact our customer support team with your order number.

We will review the delivery status and assist you where possible.

Payments

13. What payment methods do you accept?

We currently accept:

  • Credit Card

  • Debit Card

  • Google Pay

  • Shop Pay

14. Is my payment information secure?

Payment information is processed using payment services designed to protect transaction information. Tool Shop does not ask customers to send complete card details through email or live chat.

15. Why was my payment declined?

A payment may be declined because of incorrect payment information, insufficient funds, bank restrictions, security checks, or other reasons determined by the payment provider.

If your payment is declined, please check your payment details or contact your card issuer or payment provider.

Returns

16. What is your return policy?

Tool Shop accepts eligible returns within 30 days.

We accept returns for both defective and non-defective products, subject to the applicable return requirements.

17. How do I start a return?

To request a return, contact us by email and provide your order information and the reason for the return.

Our team will provide the relevant return instructions.

18. How do I send my return?

Returns are completed by mail.

Where applicable, Tool Shop provides the return label for the return.

19. Do you charge a restocking fee?

No. Tool Shop charges no restocking fee.

20. Do you offer exchanges?

No. We currently do not offer product exchanges.

If you need a different product, you may return the eligible item and place a new order.

Refunds

21. How long does a refund take?

Approved refunds are generally processed within 10 days.

The time required for the refund to appear in your account may also depend on your bank or payment provider.

22. How will I receive my refund?

Refunds are normally issued to the original payment method used for the purchase.

23. Will I receive a full refund?

For an approved return, the applicable refund will be processed in accordance with our Refund Policy and applicable consumer rights.

Tool Shop does not charge a restocking fee.

24. What if I receive a defective product?

If you receive a defective product, contact us as soon as possible with your order details and information about the issue.

We will review the matter and provide the appropriate return and refund instructions.

Products

25. Are product descriptions accurate?

We make reasonable efforts to provide accurate product descriptions, specifications, images, and other information.

Minor differences may occur because of photography, screen settings, packaging changes, manufacturing variations, or supplier updates.

26. What should I do if I have a question about a product?

If you need additional information about a product before ordering, contact our support team by email, phone, or live chat.

Customer Support

27. How can I contact Tool Shop?

You can contact us using:

Email: inf@toolsshop.site
Phone: 020 7207 6543
Live Chat: Available 24/7

28. What information should I provide when contacting support?

For an order-related enquiry, please provide your:

  • Name

  • Order number

  • Email address

  • Details of your question or issue

Providing your order number helps us locate your order more quickly.

29. Is live chat available?

Yes. Our live chat support is available 24/7 for general questions and assistance.

Website and Customer Information

30. How does Tool Shop protect my personal information?

We take customer privacy seriously and handle personal information in accordance with our Privacy Policy and applicable data protection requirements.

Customer information may be used to process orders, provide support, arrange delivery, process returns and refunds, maintain website security, and meet legal obligations.

31. Can prices or product information change?

Yes. Product prices, descriptions, specifications, availability, and other website information may be updated from time to time.

If an important error affects an order, we will take appropriate steps to address it.

32. Where can I find more information about your policies?

You can review the relevant Tool Shop policies covering privacy, payment, shipping, returns, refunds, terms of service, and other important customer information on our website.

Contact Details

Tool Shop
TOOL SHOP (LONDON) LTD
40 City Rd
London EC1Y 2AN
United Kingdom

Phone: 020 7207 6543
Email: inf@toolsshop.site
Live Chat: 24/7
Time Zone: British Summer Time (BST)

If you cannot find the answer to your question here, please contact our customer support team and we will be happy to assist.