Delivery information

This page applies to orders on toolbuyer.co.uk from First Point Midlands Ltd, trading as ToolBuyer, and is part of our Terms and Conditions. See also Returns and refunds and Faulty goods: your legal rights. The charges below are for orders placed without an approved trade account. Trade account charges and free delivery rules are in clause 5.1 of our Trade Account Terms. You’ll always see the services available to you, and their prices, before you pay.

1. When we send your order

• Order by 8am on a working day (Monday to Friday, not bank holidays in England and Wales) and we usually send it the same day. Later orders usually go the next working day. All times are UK time.
• 18+ items: the same dispatch times as other orders once the age check has been passed. We can’t send an order until any required age check has been passed, and we may hold an order while we make further checks, so it can take longer.
• “Sent” means handed to the carrier. Delivery times below count from then, not from when you ordered. The carrier’s working days and holidays depend on the service and where the parcel is going.

2. UK, Channel Islands and Isle of Man delivery

Royal Mail says: “Delivery aims may not apply to some postcodes.” The courier company we use for next day delivery can vary.

Courier delivery areas

Large items that are too big for Royal Mail go by courier. Free courier delivery (and next day courier at £6.99) is available to selected UK postcodes. It isn’t available online to the postcodes below. Royal Mail Tracked 48 is still free and Tracked 24 is still £2.99 to these postcodes, and you can use free Click & Collect from Brownhills WS8 6HT.

• Scotland: AB31 to AB38, AB41 to AB56, FK17 to FK21, HS (all), IV (all), KA27, KA28, KW (all), PA20 to PA49, PA60 to PA78, PH4 to PH26, PH30 to PH44, PH49, PH50, ZE (all)
• Isle of Wight: PO30 to PO41
• Isles of Scilly: TR21 to TR25
• Northern Ireland: BT (all)
• Outside the UK: Isle of Man (IM), Jersey (JE), Guernsey (GY) and BFPO addresses

For a large item to one of these postcodes, email sales@toolbuyer.co.uk with the item and your postcode before you order. We’ll check availability and quote for delivery, including VAT. Charges may apply. Checkout only shows the options available for your postcode. If timings are different for your address, we show this before you order.

If your parcel is late

Delivery times are aims, not guarantees, for both paid and free services. That doesn’t override any delivery date we have firmly promised you, or your legal rights. A late parcel doesn’t automatically mean a refund of the delivery charge, but if we break our agreement or the law, we will pay any refund or compensation that’s due.

If your parcel is late or looks lost, email sales@toolbuyer.co.uk with your order number. You don’t have to wait a set number of days before contacting us.

3. 18+ items

• Items marked “Age-restricted item – 18+ only” are only sold to people aged 18 or over, and only sent to addresses in England, Scotland, Wales or Northern Ireland. We can’t send them to PO boxes, parcel lockers, BFPO addresses, the Channel Islands, the Isle of Man or abroad, because Royal Mail’s age-check delivery service doesn’t cover these addresses. You can still use Click & Collect.
• Choose Royal Mail Tracked 48 or Tracked 24 with age check, or free Click & Collect. Next day courier isn’t available for these items.
• You confirm your age online before you pay. It takes about 2 minutes with a passport or UK photocard driving licence and a selfie. If you can’t do this, you can email us a photo of your ID and a photo of you holding it after you order. See Age-restricted products.
• The parcel will only be handed to someone aged 18 or over, who may be asked for photo ID. It won’t be left in a safe place. If nobody is in, follow the carrier’s card to rearrange delivery or collect it. The age check also applies when collecting.
• If the delivery service you chose isn’t available with an age check, we’ll ask if you’re happy with another suitable service. If it’s cheaper, we refund the difference. We won’t charge you more without your agreement. If you don’t agree to another service, you can cancel for a full refund.

Adult delivery items

A few items, such as some cordless garden cutting tools, don’t need an ID check when you order but must be received by someone aged 18 or over. They’re marked “Adult delivery (18+ to receive)”. They go by Royal Mail Tracked with age check (not next day courier), to UK addresses only, not to PO boxes or parcel lockers. Please make sure an adult with photo ID is in to receive the parcel.

4. Delivery outside the UK

We only deliver to the countries offered at checkout. Royal Mail International Tracked costs £13.49 to the non-EU European countries we offer, and £16.99 to other countries we offer. Royal Mail aims to deliver in 3 to 5 working days in Europe (3 to 4 for Switzerland), and 5 to 7 working days elsewhere.

Customs, local holidays and handling in the destination country can cause delays. You may have to pay import duties, taxes or clearance charges. Any charges we collect are shown before you pay. Other charges the law says the person receiving the parcel must pay are not included, unless we say so. Customs delays don’t take away your legal rights.

Items we can send abroad

Royal Mail International Tracked takes parcels up to 2kg. Each product page says “International tracked” if it can go abroad, or “UK delivery only” if it can’t. We can only send these to UK addresses:

• large or heavy items, including anything that goes by courier;
• items with lithium or lead-acid batteries, aerosols, fuel and other dangerous goods;
• 18+ age-restricted items.

If your basket has one of these and your address is outside the UK, no delivery option will show at checkout.

Countries we can’t deliver to

EU countries and the USA: for now we are not sending website orders to the 27 EU countries or the United States (including Puerto Rico and the US Virgin Islands), because of new product-safety, packaging and import rules there. We hope to offer this again in future.

We also do not currently deliver to the following destinations: Afghanistan, American Samoa, Belarus, Guam, Haiti, Iran, North Korea, Northern Mariana Islands, Palestine, Russia, Somalia, Sudan, Syria, Ukraine, US Minor Outlying Islands and Yemen. This list can change at short notice.

5. Tracking and delivery problems

• If you chose a tracked service, we send you the tracking details once your order is on its way.
• Damaged or wrong item? Email sales@toolbuyer.co.uk with your order number, tell us what’s wrong and send photos if you can. Please tell us about damage as soon as you can, ideally within 72 hours, so we can claim from the carrier. Telling us later doesn’t take away your legal rights.
• Tracking says delivered, but you haven’t got it? Email us as soon as you notice, ideally within 7 days of the delivery scan, with your order number and what happened. Telling us later doesn’t automatically end your claim. We’ll look into it with the carrier and may ask you for information. We’ll consider the tracking information alongside what you tell us and any other available evidence. If we owe you a remedy, you’ll get it within the time the law allows, whether or not the carrier has paid us.

6. Your delivery address

Getting it right

Please check your delivery address carefully before you order. It’s your job to give us a full and correct address.

Changing the address

Ask before we send your order: email sales@toolbuyer.co.uk, or use “Change address” for your order in My account or on our online request page. Asking doesn’t change the address by itself. We can’t promise to make the change, and it only happens once we confirm it by email. If the change affects the price or delivery, we’ll agree that with you first. We can’t change the address once your order has been sent. If we can’t safely change the address on an order you’ve already paid for, we may ask you to agree to cancel it and order again with the right address.

If delivery fails because of the address or a missed collection

If a parcel can’t be delivered because the address you gave was wrong or incomplete, or you didn’t collect it after being told it was waiting, we’ll contact you about what happens next. If you want us to send it again, we may ask you to pay the reasonable extra delivery cost first. We’ll tell you the cost and agree it with you before charging. You won’t pay for a problem caused by us or our carrier. We may wait for the parcel to come back to us before sending it again, but this never delays a refund or other remedy beyond the time the law allows.

If you no longer want the goods, tell us clearly. If you have the legal right to cancel, you get your refund under clause 1.23 of our Terms, including the standard delivery charge. We don’t automatically take off delivery or return postage. We only ask you to pay a return cost or other loss if you are legally responsible for it, and we’ll explain the amount and why. A disagreement about a charge never lets us hold back a refund the law says we must pay.

For consumer purchases, the consumer delivery rules in clause 1.17 of our Terms still apply. A wrong address doesn’t automatically make the goods your responsibility. None of this reduces our responsibility for our own mistakes, or your legal rights.

Refused or uncollected parcels

If you refuse a parcel or don’t collect it, we’ll get in touch to find out whether you want it sent again or are cancelling. Refusing or not collecting a parcel doesn’t, on its own, count as cancelling. If you don’t reply or arrange redelivery after we’ve given you a fair chance, we may cancel the undelivered part of your order and refund what is due under your agreement with us and the law.

For orders outside the UK, refusing a parcel because of import duties, taxes or clearance charges does not automatically let us keep the delivery charge or deduct return costs. The rules above still apply, along with any other laws that apply to your purchase.

7. Packing returns

Please pack returns securely and include all the parts and accessories. Contact us if something can’t be packed safely or you need instructions. The rules are different for a change of mind within 14 days, our extra 30-day offer and faulty goods. They are explained in Returns and refunds and clauses 1.21 to 1.23 of our Terms. We only take money off or make a claim for damage if we are legally allowed to, and we’ll explain why. This never delays a refund the law says we must pay.

8. Delivery questions

Please email sales@toolbuyer.co.uk or write to First Point Midlands Ltd, 52a Lichfield Road, Brownhills WS8 6HT, so there is a written record. We’re here 9am to 5pm, Monday to Friday. You can still contact us any other way the law allows.

The law and courts clause in our Terms and Conditions applies to this page.