Here you can find the answers to our most frequently asked question. But, of course, if the answer you're looking for is not here, please don't hesitate to contact us.
Frequently Asked Questions
When is a certain product back in stock?
Unfortunately, due to the vast amount of stock we constantly order, we cannot give any exact dates. However, we do make announcements through our social media channels as to when new stock arrives and build rapport with our customers.
Do we offer discount codes?
The short answer is no. However, if you contact us directly, we do offer a price match service.
My delivery is damaged/incorrect what can I do?
For damaged or faulty goods:
If you receive a damaged item, please ensure the parcel is signed dor as damaged and contact us within 48 hours of receipt. In addition, please take photos of the damage and send them to firstname.lastname@example.org.
If your item is faulty upon receipt, please fill out the returns form, and we will send a label/arrange collection for the item to be returned and inspected. After inspection and once we are satisfied there is a fault, we will either replace the item or arrange for a full refund of the item.
Should your item become faulty within 30 days, please follow the same procedure as above.
After 30 days, our tools come with a manufacturer’s warranty ranging from 1 year to 2-3 years. We advise registering all tools after purchase to benefit from an upgraded warranty. Please see our warranty page for more information.
*Vacuums/Extractors - must be returned with the dust empty or removed. Failure to do so will result in your item being rejected and additional charges applied.
For Incorrect deliveries:
Unfortunately, we can make a mistake and send you the incorrect item. Should this happen, please fill out the returns form within 48 hours of receipt.
We will send you a returns label or arrange a collection as soon as possible and get the replacements arranged.
Do you offer finance on your products?
You can checkout with Klarna or Paypal
What payment types do you accept?
We accept most major credit cards and PayPal Payments.
Do you provide a VAT invoice?
Yes, all our invoices are VAT as standard. If you're missing an invoice, we can email it to you, contact our customer service, and they will be able to help.
When do I know an Item is back in stock?
You can sign up to receive notifications of when an item is back in stock with your email address.
How can I find out if an item is back in stock?
Yes, if you provide us with an email address and sign up for stock notifications, you will be informed of when your desired product is back in stock.
What are estimated delivery times?
3-5 working days for standard delivery
1-2 days for priority delivery depending on the time the order is placed.
Please note: Our working days are Monday - Friday.
How much is standard delivery?
Standard delivery for orders under £50 is £5.99.
What courier do you use?
Small items are delivered via Royal Mail. Larger items are delivered with DPD, who provide you with handy 1hr delivery slots.
Can I have my delivery sent to a different address?
Yes. So long as the billing address matches the card details, your order can be sent to any other address. The invoice address must also be the same as the one you provide when creating an account.
Do you deliver at weekends?
Unfortunately, our stock is not delivered at weekends. So make sure to place your order with plenty of time to allow for delivery.
Can I track my order?
Yes, with our new tracking service, you can track your order from picking to delivery.
Furthermore, if you have the DPD App, you can track your parcel too. They will send you an email to the email address you provide us with details on tracking your parcel with them.
What happens if I'm not there to receive my delivery?
We require most parcels to be signed for. If you are not home, you will be left a card by the carrier, which will have instructions on receiving the parcel. Our couriers will re-attempt delivery again the following day for up to three attempts. DPD has options such as “Leave with a neighbour” or “Leave parcel in a safe location”, reply to the text message with these instructions or track your order online, and make the amendment. However, if you know you won't be on location to sign for the delivery, please make us aware of this upon ordering.
How do I edit the products in my basket?
Each item will have the options to delete or edit the amount on the checkout page before continuing to the final checkout.
Can I cancel my order?
It is possible to cancel your order, but only before the items have been dispatched. Once the items have been dispatched, the order will be treated as a return.
Leave Safe Options
Please note that if you select a leave safe option with DPD or DX you are accepting liabilty for the goods and takes away our ability to claim for any lost parcels. There is a pop up that explains this in more detail when you select the leave safe with DPD/DX. Please also ensure you untick the option to save the leave safe for future deliveries so you are in control of each delivery.
What is the minimum spend to qualify for free delivery?
All orders worth £55 or more receive free delivery unless you want priority delivery which will cost £6.99 regardless of the order amount.
I can't log into my account/forgotten password?
if you have forgotten your password, you need to follow these simple instructions:
1. Click on the login button
2. Click on "forgotten password?" underneath the email box.
3. Type in your email address, and a new password will be sent to you.
4. Follow the instructions in the email.
You can now reset your password and log in with ease.
How can I create a new account?
You can create an account by clicking the "login" button at the top right-hand side of the website. Once clicked, follow these instructions:
1. Click on the "create an account" button under "new customers."
2. Enter the required details. Required fields are marked with an asterisk.
3. Tick the boxes to receive updates and news and whether you want your account to be a trade account.
4. Follow the on-screen instructions to the end.
You now have a Powertoolmate account.