Last updated: 23 July 2026
This policy explains how orders placed through The Tool Guys website are processed and delivered.
Delivery area
We deliver to addresses throughout the UK mainland using DPD.
Delivery to Northern Ireland, the Scottish Highlands, offshore islands, the Isle of Man, the Channel Islands and certain remote postcodes may take longer, cost more or be unavailable.
Any delivery restriction or additional charge will be clearly shown before you complete your purchase.
Delivery charges
Delivery is free to eligible UK mainland addresses unless a different delivery charge is clearly stated on the product page or during checkout.
You will always be shown the total delivery charge, if any, before placing your order. We will not add an undisclosed delivery charge after your order has been placed.
Dispatch times
Orders are normally dispatched within one working day.
Orders placed during weekends or bank holidays will normally be processed on the next working day.
Occasionally, an item may require additional preparation, testing or specialist packaging before dispatch. Where a longer dispatch time applies, this will be stated on the product page or communicated to you as soon as reasonably possible.
DPD Next Day delivery
We normally use the DPD Next Day service for eligible UK mainland orders.
“Next Day” refers to DPD’s delivery service after the parcel has been collected from us. It does not necessarily mean that an order will arrive on the day immediately after it is placed.
Eligible orders will normally arrive within one to two working days after the order is placed, depending on:
- The time and day the order was placed
- When the order is dispatched
- The delivery postcode
- Weekends and bank holidays
- DPD’s operational service
Deliveries to remote locations may take longer.
Delivery dates and times are estimates unless we have expressly agreed a guaranteed delivery date with you.
Tracking your order
When your order has been dispatched, you will normally receive confirmation containing your DPD tracking information.
DPD may also contact you by email or text message with:
- An estimated delivery time
- Tracking updates
- Options to rearrange delivery
- Options to nominate a neighbour, collection point or safe place
Please ensure that the email address, telephone number and delivery address supplied with your order are accurate.
Safe-place and neighbour instructions
If you instruct DPD to leave the parcel in a nominated safe place, with a neighbour or at another location, please ensure that the chosen location is secure and suitable for the parcel.
Where DPD delivers the parcel in accordance with delivery instructions provided or approved by you, the parcel may be treated as delivered.
This does not affect your rights if the parcel was not delivered in accordance with your instructions or the delivery information is incorrect.
Missed deliveries
If nobody is available to receive the parcel, DPD may:
- Attempt delivery again
- Leave the parcel with an authorised neighbour
- Deliver it to a DPD Pickup location
- Follow safe-place instructions provided by you
- Return the parcel to us
Please follow the instructions provided through the DPD tracking service.
If a parcel is returned to us because delivery was repeatedly unsuccessful, we will contact you to discuss redelivery or cancellation. We may ask you to pay reasonable redelivery costs where the failed delivery resulted from an incorrect address or another matter within your control.
Incorrect delivery addresses
Please check your delivery address carefully before completing your order.
If you notice an error, contact us as soon as possible. We will try to correct the address if the order has not already been dispatched.
We cannot guarantee that an address can be changed after dispatch. We will never ask DPD to redirect an order to a completely different delivery address without completing appropriate security checks.
Delayed deliveries
Although most DPD deliveries arrive within the expected timeframe, delays can occasionally occur because of circumstances such as severe weather, transport disruption, unusually high parcel volumes or other operational issues.
If we become aware of a significant delay, we will provide an update where reasonably possible.
If delivery cannot be completed within the agreed timeframe, you may have the right to specify an appropriate additional delivery period or cancel the order in accordance with applicable consumer law.
Unless a different delivery period has been agreed, goods will be delivered without undue delay and no later than 30 days after the order is accepted.
Lost parcels
If your tracking information has not updated or you believe your parcel has been lost, please contact us.
We will raise an investigation with DPD. You are not responsible for pursuing a compensation claim directly with the courier.
Where a parcel is confirmed as lost before delivery, we will arrange an appropriate replacement or refund.
Damaged parcels
If your parcel arrives visibly damaged, please photograph the outer packaging before opening it where reasonably possible.
Please contact us promptly and provide:
- Your order number
- Photographs of the packaging
- Photographs of the product and damage
- Details of any missing items or parts
We will assess the issue and arrange an appropriate remedy. This may include a collection, replacement, repair or refund, depending on the circumstances and your legal rights.
Split deliveries
Orders containing multiple products may occasionally be delivered in separate parcels.
Where this happens, you will not be charged additional delivery fees unless this was clearly agreed before the order was placed.
Risk during delivery
The Tool Guys Ltd remains responsible for the goods until they are delivered to you, or to another person or location nominated by you, except where you independently arrange your own carrier.
Order collection
Where collection is offered, orders can be collected from:
The Tool Guys Ltd
14 Bridge Street
Darwen
Lancashire
BB3 2AA
United Kingdom
Please wait until we confirm that your order is ready before travelling to collect it.
Collection is free of charge.
Contact us
If you have any questions about delivery or an existing order, please contact:
Email: info@thetoolguys.co.uk
Phone: 07990 658695
Support hours:
Monday–Friday: 10:00am–3:00pm
Saturday–Sunday: Closed
Business information
The seller and provider of this policy is:
The Tool Guys Ltd
Company number: 15772207
Registered office and trading address:
14 Bridge Street
Darwen
Lancashire
BB3 2AA
United Kingdom
Website: https://thetoolguys.co.uk