Delivery & Returns
Always Tracked Delivery
We know how important your orders are, so we make sure that all our delivery services are tracked, and some include a signature upon delivery as well.
Free Delivery to UK Mainland
All orders that equal £65 or more will qualify for Free Shipping to any UK Mainland address. This shipping service is typically a 1-3 working day delivery service.
Small Parcel Delivery
We now offer a ‘Small Parcel Delivery’ service for just £3.99. If your order is under £25 then you automatically qualify for this service.
Next Working Day Delivery
Any order placed at TW Tool Superstore can have the delivery service ‘enhanced’ or ‘upgraded’ to a next working day shipping service for as little as £6.99.
Please note, your order must be placed, and your payment cleared by 3pm in order to qualify for next working day delivery. This service is only guaranteed on stocked products. Excludes: certain product lines, some post codes and does not include a Saturday delivery.
Non-UK Mainland addresses can benefit from an express service however this is typically 2 working days at a starting charge of £14.99.
How Much Will My Delivery Cost?
We want to make it as easy as possible for you to order from TW Tool Superstore, that's why we've implemented a handy postcode checker into our Checkout process so you can get an accurate cost of how much your order will cost to be delivered to you. If you require more information, please feel free to Contact Us and we'll be happy to help.
- Standard Small Parcel 2-3 Working Day: £3.99
- Standard 1-3 Working Day: £5.50
- Next Working Day Express: £6.99
- 2 Working Day Express: £14.99
Big & Bulky
Orders that exceed 30Kg or are oversized may be subject to extra delivery charges. TW Tool Superstore will contact you should your order fall within these parameters and there may be a delay on any applicable Next Working Day delivery times.
Please feel free to collect your order in person from TW Tool Superstore based in Swadlincote, Derbyshire.
Re-delivery & Non-delivery
Please ensure that someone will be available at the estimated delivery dates to be able to make a successful delivery. Failure to do so will mean that your order is returned to a delivery depot, left in a safe place or returned to us. If this happens and a re-delivery charge is applicable, then we will be in contact to discuss taking payment or cancelling the order.
If your order is not delivered to you within 5 working days of you receiving your dispatch confirmation email, then it is your responsibility to inform TW Tool Superstore as soon as possible - if you delay or fail to inform TW Tool Superstore then this could result in you not being able to receive a refund or replacement goods.
Returns & Refunds
TW Tool Superstore’s returns policy is designed to provide you with all necessary information to return an item and inform you of the steps we will take to ensure a smooth process.
Returning an Item to TW Tool Superstore
If you have bought an item in error or have changed your mind then TW Tool Superstore will be happy to accept it back within 14 days providing that all item(s) are packaged securely and returned in their original and perfectly resaleable packaging with all of the items that it was sent with including tags, manuals and accessories. In this instance, we reserve the right to refund the basic delivery cost of getting the goods to you in the first place. If you opted for enhanced service, such as guaranteed next day, we will only refund the basic cost.
If you have bought an item that has arrived damaged, faulty, not fit for purpose or doesn't match the product description then TW Tool Superstore will make the neccassary arrangements to have this returned back to us. This will usually require you to post this back to us using a suitable postal service or courier or we may arrange for the products to be collected. If a product or order has arrived damaged or faulty we will require photographic evidence of the product(s), packinging and the delivery label(s). Please ensure all item(s) are packaged securely and returned in their original and perfectly resaleable packaging (where appliacable) with all of the items that it was sent with including tags, manuals and accessories. In this instance, we reserve the right to refund the basic delivery cost of getting the goods to you in the first place. If you opted for enhanced service, such as guaranteed next day, we will only refund the basic cost. If in the event no fault or damage is found, we reserve the right to charge for the collection and re-delivery of the item or recover the costs from your refund.
Please note, by returning an item back to us you take full responsibility for that product. If the item is returned in unsecure packaging or in a damaged state, then there may be a deduction from your refund. Confirmation of your intent to return an item must be sent by email to: email@example.com - please quote the order details to help speed up the process.
Items excluded from this returns policy include special order items; this includes personalised products.
You have the right to cancel at any time from the moment you place your online order, and up to 14 days from the day you receive your goods. Please notify us if you wish to cancel your order within this time period – by email, for example. You then have a further 14 days from the date you notify the retailer of your cancellation to return the goods.
Refund of Delivery Charges
If you wish to return a product to TW Tool Superstore you are responsible for the cost of carriage unless the product is faulty and/or damaged. Any item that has been supplied by TW Tool Superstore that is incorrect or faulty or has been received broken or damaged must be brought to TW Tool Superstore’s attention within 2 days of delivery. Please inform TW Tool Superstore by email or telephone stating the issue to: firstname.lastname@example.org – 01283 558313.
Please note, we reserve the right to refund the basic delivery cost of getting the goods to you in the first place. If you opted for enhanced service, such as guaranteed next day, we will only refund the basic cost.
If you return a faulty product to TW Tool Superstore, then you will need to return your product in full – this includes all packaging, manuals, accessories, etc. Please include in your return the original proof of postage to ensure that acceptable costs can be returned to you. Failure to provide an original receipt that clearly illustrates the item(s) being returned and the service providers fees may prevent the cost of the return being refunded. Please note that only acceptable refund costs will be issued. You will be responsible for any loss, delay or damages that could occur during the returns process.
Receiving Your Refund from TW Tool Superstore
TW Tool Superstore will refund your money in the same method that you paid for your product. If you purchased a product at a special offer price or with any incentive item(s) then your refund will be based on that promotional price and any promotional items must be returned to ensure your complete refund, otherwise a partial refund may apply. Please allow up to 7 working days for the refund to show in your applicable account. If you paid by credit or debit card, this can take longer due to a bank issuer delay.