Frequently Asked Questions

Will I be provided with a VAT invoice?

Yes, your VAT invoice will be supplied with your items or emailed to you if sent directly from supplier. If this doesn't find its way to you then you can request a copy from us.

How do I know if an item is in stock?

We only offer you a product if it is in stock in our warehouse so you can be sure that when you add it to your cart and place your order you're going to receive it.

If an item is on order with one of our suppliers you can enter your email address on the product page and we will notify you when it's back in stock.

Can I have my delivery sent to a different address?

Yes, although in some cases we may contact the buyer to gather additional information to ensure the addresses we are delivering to are genuine and safe to deliver to. In some cases we may also ask for supporting documentation to be sent to us regarding proof of ID.

In the case of order using Payment Gateway or The Tool Shed Finance as payment we are not permitted to change the delivery address from the one provided at time of order.

Can I track my order online?

Yes, we have an on-line tracking service available via most of our delivery partners websites for orders. You will be provided with a tracking number and instructions by e-mail once your order has been confirmed and shipped. Some of our carriers will also email or text you in the morning of the day of delivery giving you an idea of when the order will be delivered.

What is your returns policy?

If you order goods incorrectly or are not entirely happy with them you can return them to us in their original packaging within 30 days and receive a refund. If you want us to uplift the goods, an extra charge will be made for this service.

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

You must sign for, date and time every package we send to you. If the package looks damaged in any way you can refuse the delivery or sign for it unexamined. If it has been damaged by the carrier and you have not signed unexamined we cannot be held liable or make a claim with the carrier which may result in a delay in dealing with the matter. You must inform us immediately by e-mail or phone of any damaged goods.

What guarantee comes with the goods?

Every product we sell is covered by the manufacturer's warranty. See the warranty link within each product page for details. It may be possible to extend this warranty with the manufacturer, details of which can be found within the items packaging or on the manufacturers website. Your receipt/invoice acts as your guarantee and must be provided if making a warranty claim.

How can I contact you by phone?

Our Telephone number is (028) 8772 6427 or Please dial +44 28877 26427 from outside the UK.

How do I place an order?

There are 2 ways to place orders.

  1. Order on-line through the secure ordering website @
  2. Order by phone on (028) 8772 6427 or +44 28877 26427 from outside the UK.


We have taken every measure possible to make sure that the site is secure. Your details will not be passed on to a third party for any reason. If you have any security issues with our site please let us know immediately.

We are accredited by Trusted Shops. Our website is also Norton SECURE which means it is tested daily to keep you safe from identity theft, credit card fraud, spyware, spam, viruses and online scams.

Delivery Charges

All deliveries are tracked and must be signed for.

When will I receive my goods?

We despatch all goods on a next working day service (UK only) via our delivery partners. These services normally deliver on the next working day although occasionally they can take longer. Orders must be placed by 3:00pm to guarantee despatch on that day.

What happens if I am not home when the delivery is being made?

We require all parcels to be signed for. If you are not home you will be left a card by the carrier which will have instructions on how to receive the parcel.

I have a complaint, what do I do?

Whilst we make every effort to offer an efficient service occasionally mistakes are made, we will endeavour to resolve the complaint within five working days. Your complaint will be treated fairly, confidentially and with respect. If you have any complaints, comments or suggestions as to how we can improve our service then please contact us at

When are you open?

Our showroom is open 8.30am to 5.30pm Monday to Friday. The showroom is opened Saturday 10am to 1pm. Our website is open for orders 24 hours a day, 365 days a year.

Why should I register my email address with you?

Registered users will receive occasional e-mail newsletters giving a heads up on the latest products and any promotions we are running. Registered users will also occasionally have access to very special offers. Please sign up for THE TOOL SHED News at the bottom of any web page to receive our special catalogues and newsletters.

How do I find specific products?

The website is extremely intuitive but there are many ways of finding the product you are looking for.

  1. Use the search bar at the top of the page to search for a product code, name or manufacturer. You will then be offered various ways of sorting the search results in order to find your item.
  2. Navigate to your product using the navigation pane at the top of the page. As long as you know the category and sub category of the item you can get to it from here.

There are also quick links to special promotional items via banners within the pages of the website.

How do I find detailed product information?

Once you have found the product you are looking for you will be presented with multiple images, videos, descriptions, specifications and downloads.

I've found my products, how do I order them?

Click "Add to Cart" and you will be taken to the checkout page. You have the choice of clicking "Proceed To Checkout" or "Continue Shopping"

I've got incorrect products and/or quantities in my basket, how do I edit my basket?

On the checkout page you will be given options to edit items or re-enter quantities until you are satisfied with your order prior to continuing to final checkout.

How do I continue to the checkout and complete my order?

Click the checkout button in the basket area of the screen and follow the simple instructions.

Are your products brand new and in original packaging?

All our products are brand new, original products in their original packaging - unless otherwise stated. All our power tools are UK spec, CE marked.

Are your products for use in the UK only?

All our products are UK specification products for use in the UK. However, many of our products will work in Europe and other countries. Our electrical products will state the voltage so please only buy a voltage you know will work in your country. If an item has a mains plug attached it will be a UK spec plug. Cordless products coming with a charger will have a UK spec 240V charger unless stated otherwise.

How confident can I be that the item I choose is in stock?

Our stock levels and availabilities are linked to our computerised stock control system so updates are made live so you can be confident that if we say it's in stock it is in stock. There are however very occasional times when there is a larger than normal demand on certain items and something is therefore out of stock. We will call you back in this type of situation and give you options of waiting for stock replenishment (additional cost may apply due to fluctuations in buying price), cancelling the order or accepting an appropriate alternative product.