FAQ’s

ORDERING

What Payment Methods Do You Accept?

We accept the following payment types:

Visa Credit Card, Visa Delta Debit Card, Visa Electron, Maestro Debit Card, Mastercard Debit / Credit / Pre-Pay Cards. You can also pay using your PayPal or Google Checkout account.

Is It Safe To Order Online?

The Tool Venture website is secured with Verisign the worlds leading security certificate provider. This protects all our customers’ information and ensures the security of your credit card transactions by enabling 128bit encryption on our checkout pages.

When you are in our Secure Checkout area all information typed in by you is encrypted into a code that is impossible for unauthorised parties to read.

VeriSign Security provides us with the latest security encryption keys to guarantee that all your card details and personal information communicated to us remain safe and secure.

For your added peace of mind you will see the Padlock symbol appear in your browser window when you are on our secure pages to notify you that you are in a secure area.

Can I Order By Telephone?

Orders can be placed online, by fax or by telephone giving you the flexibility to choose your preferred method. Phone orders can be placed Monday to Friday 8.30am until 5.00pm (excluding Bank Holidays).

How Will I Know If My Order Has Been Received?

We will send you a confirmation email to inform you that we have received your order. You will receive a second email when your goods have been despatched so you can be confident we will keep you advised every step of the way. For any concerns you may have regarding your order our customer service team are on hand Monday to Friday 8.30am to 5.00pm to assist you with your enquiry. You can also contact us by emailing sales@toolventure.co.uk.

Do You Have Special Offers Or Sale Items?

Yes we regularly have special offers & sale items so make sure you continue checking out our website at regular intervals so you don’t miss out. Go to our Special Offers section to view our Sale Items, Bundle Deals, Buy One Get One Free Offers, 2 for 1 Deals and Free Gift Offers. Offers on particular products will also be highlighted on the individual product pages. Alternatively use our EMAIL SIGN UP to regularly receive all our current offers by email.

Can You Offer Additional Discount On A High Value Order?

For individuals or companies wishing to buy larger quantities, please contact our customer service team on 0845 680 0112 or email us on sales@toolventure.co.uk and we will gladly discuss your enquiry.

Can You Ship To Other Countries?

We can deliver to most European countries but there are size restrictions on the items we can send. Please contact our customer service team on +44 (0) 1707 255100 or email us at sales@toolventure.co.uk with your enquiry.

Do You Offer Wholesale Terms To Resellers In The UK & Europe?

Our parent company Astra Limited has many resellers in the UK and Europe. Please contact our customer service team who will help you with your enquiry or email sales@astratools.co.uk

N.B. You will need to prove that you are a genuine reseller to receive wholesale prices.

DELIVERY

What Delivery Services Do You Offer?

As standard we offer Next Working Day delivery throughout the UK on orders received by 4.00pm.

We also offer Next Day by 12noon, Next Day by 10.30am and Saturday Delivery to most of the UK - unfortunately these premium services are not available to the Scottish Highlands, Offshore Islands and Northern Ireland.

Orders placed on Friday after 4.00pm and on Saturday and Sunday will be shipped on the Monday (excluding Bank Holidays).

Orders placed for the delivery on the following Saturday must be received by Friday 4.00pm.

Please refer to our Delivery Section for full details of charges and delivery times.

What If No One Is At Home When You Deliver?

We use several couriers to deliver parcels on our behalf and the courier used for your order will depend on the size and weight of the items in your order. Full details of which courier would be used for an order are shown on in our Delivery Information. All our couriers do require someone to be present at the delivery address to sign for the parcel.

Parcelforce - If there is no answer at the delivery address the driver will attempt to leave that parcel with a neighbour if deemed safe to do so. Should this not be possible then the parcel will be taken to the nearest Post Office for collection within 3 weeks. 

City Link & DPD - Delivery will be attempted to your address only, unless instructions have been given to leave the parcel with a neighbour or in a safe place. If there is no answer, a redelivery will automatically take place on the next working day. Should this redelivery also be unsuccessful the parcel will be held at the local depot for collection within 5 working days.

Undelivered parcels not collected within the timeframes above are automatically returned to us by the courier. A redelivery charge would apply should you wish these to be sent out again.

Can I Track My Parcel?

Once your order has been dispatched you will receive an email with your consignment number and tracking details.

Do You Offer Free Delivery?

We offer free delivery to the UK Mainland (excluding Scottish Highlands) on orders over £75.

We offer free delivery to the Scottish Highlands, Offshore Islands and Northern Ireland on orders over £150.

To offer free delivery on all orders would mean an increase in the price of our goods but we regularly have special offers that may include free delivery. Keep your eye on our special offers board to take advantage.

RETURNS

Can I Return Goods That I Don’t Want?

You can return goods for any reason for a full refund or exchange (excluding any delivery charges) as long as they are unused and in the original packaging. It is your responsibility to pay the return postage costs unless the goods are faulty or not the goods you requested. Please ensure you receive proof of posting. It is also advisable to take out adequate parcel insurance to compensate for any parcels lost or damaged in transit.

If the goods are faulty or not the goods requested please contact our customer services to arrange an exchange. You will not be charged delivery on exchanged goods.

How Do I Return Goods?

All items should be returned unused and in the original packaging.

Simply complete the returns form online and send a copy with your goods or download our returns form and complete with all the relevant details, post back with your goods to Tool Venture Returns and we will do the rest.

Please remember to enclose your name, address & order number details, plus reason for returning the goods.

Unless faulty or not the goods requested it is your responsibility to pay the return postage costs. Please ensure you receive proof of posting. It is also advisable to take out adequate parcel insurance to compensate for any parcels lost or damaged in transit.

How Long Do I Have To Return Goods?

We allow you up to 30 days to return any items that you do not wish to keep.

Please notify us immediately of any goods incorrectly sent, faulty or damaged in transit.

How Long Will It Take For My Refund?

We will refund the price of the items or exchange as soon as it is returned to us.

The refund will be in your account in approximately 7 days depending on how long your credit/ debit card company takes to process the transaction.

Where Do I Return Unwanted Goods?

Please send all returns to:

Tool Venture Returns
Unit 4, Hearle Way
Hatfield Business Park
Hatfield
Hertfordshire
AL10 9EW

OTHER QUESTIONS

Do You Have A Money Back Guarantee?

You can rest assured that whatever you return, for whatever the reason our 30-day money back guarantee gives you plenty of time to return any unwanted items and claim a full refund (excluding delivery charges) or exchange.

With our easy returns policy we offer a ‘No-Quibble’ exchange or refund on any unused goods that are returned to us in their original packaging within the 30-day return period.

How Do I Know If An Item Is In Stock?

All items that are out of stock will be clearly marked as so on our website. You will still have the opportunity to purchase the item and an approximate delivery time will be given. Our customer service team will update you to any changes in the delivery time given. Please note that payment will not be taken until your goods are despatched.

How Do I know Which Size Is Right For Me?

Please refer to our buying guides for information about clothes, gloves, footwear and tool belt sizing, alternatively phone and speak to one our friendly customer services team.

I Have A Question That Is Not Listed Here?

We have tried to answer most of the common queries you may have. If you have any other questions or simply would just prefer to talk to a ‘real person’ do not hesitate to call our team Monday - Friday (excluding bank holidays) 8.30am - 5.00pm.