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Frequently Asked Questions

Got a question or not sure how something works? Hopefully we can answer it below, if not please get in touch with us at admin@toolden.co.uk

Our Frequently Asked Questions

Each item you order on-line will have and expected despatch time scale. For example, it may say “we aim to despatch in 2-3 days”, we process orders strictly in the order they are put through the website and are despatched Monday through Friday. We use either DPD, FedEx or Royal Mail (for smaller items) and depending on geographical location the actual delivery time scale can vary.

Orders that contain multiple items may be split over a few deliveries from our array or warehouses or direct from the manufacturer to speed up the delivery process.

If you have received all of your parcels, but not had a notification from us that there is still and an item to be delivered, please email us at admin@toolden.co.uk with the order and product details so that we can investigate further and we will try to reply to you within 24 hours working hours.

When you place an online order, you will receive a confirmation email to your registered email address within a few minutes.

If you have not received a confirmation email, check your email spam / trash boxes. If the confirmation email is not there, you can email admin@toolden.co.uk and request a copy. This will then be emailed to the email address registered with your account.

If you are looking to purchase an item that is currently out of stock, there is an option on the website to leave your email address to be notified when the item becomes available again. Should you require an urgent update on the stock please contact us via the telephone number 01358726719 and we will help where we can. If the stock is unavailable with the manufacturer we may not be able to give you an update.

If you are based in either the Republic of Ireland, the Channel Islands or mainland Europe you may be eligible not to pay the UK VAT that is on our website. You will need to email admin@toolden.co.uk with your full address and contact details, your VAT number and the item(s) that you are looking to purchase and we can then verify your number and send you a quotation (including shipping) and a secure payment link.

It is not always possible to make amendments to an order and we try to process orders as quickly as possible and it may have already been sent to our warehouse team to process for delivery. However if you contact the sales team on 01358726719 or admin@toolden.co.uk as soon as you possibly can we will try to accommodate your request.

Our courier DPD will notify you on the day of delivery with a one-hour time slot for your delivery, however if no one is available to sign for the delivery, the courier will leave a “Sorry We Missed You” card and attempt to leave with a neighbour. If this is not appropriate, they will attempt to redeliver the following day. The “Sorry We Missed You” card will detail what other delivery options are available if this is not convenient.

You can enter a different delivery address whilst you are placing an order. The only exception is with orders processed via the finance option, one of the terms and conditions that the finance company insists on is that the order is sent to the same address as the finance application is applied from.