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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 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 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). Please note that for orders with a value over £50, we can only despatch to your registered card address. If your order total is greater than £50 and you require delivery to a different address you will need to place your order online.

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. All sale items can be viewed in our Sale section, while you can find offers on particular products will also be highlighted on the individual product pages and while browsing our store categories.

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 01992 712 045 or email us on sales@toolventure.co.uk and we will gladly discuss your enquiry.

Can You Ship To Other Countries?

Unfortunately we are only able to ship orders within the United Kingdom.

Do You Offer Wholesale Terms To Resellers In The UK?

Our parent company Astra Limited has many resellers in the UK and Europe. However we are not able to offer wholesale terms on all products.

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?

Standard Delivery

Our Standard Delivery option is great for non-urgent deliveries. We will process and pack Standard Delivery orders within 1-2 working days and you will normally receive your parcel within 5 working days after placing the order. Most Standard Delivery orders are sent out by Royal Mail.

Next Working Day

If you place an order by 2pm and choose Next Working Day at the checkout, we will process and pack your order the same day for delivery to you the following working day.

We also offer Next Day by 12noon and Next Day by 10.30am to most of the UK.

Ufortunately these premium services are not available to the Scottish Highlands, Offshore Islands and Northern Ireland.

Orders placed on Friday after 2pm and on Saturday and Sunday will be shipped on the Monday (excluding Bank Holidays).

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

What If No One Is At Home When You Deliver?

ROYAL MAIL will normally attempt delivery to your neighbour if you are unavailable, unless you have given prior instructions to Royal Mail against this. If delivery is unsuccessful you will be left a card to advise that the parcel will be available to collect from your local Royal Mail Delivery Office. If the parcel is not collected within 18 days it will be returned to us and a redelivery charge would apply to resend this to you.

COURIERS are used for all Next Working Day services and will normally attempt delivery 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 before being returned to us and a redelivery charge would apply to resend this to you.

Can I Track My Parcel?

Standard Delivery

As most Standard Delivery orders are sent with Royal Mail, it is not possible to track the progress of your parcel. Most items are delivered within 5 working days after the order has been placed, however Royal Mail does allow up to 15 working days from the day after posting for items to be delivered.

Next Working Day

If you have chosen a Next Working Day service full parcel tracking is available to view online. 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 Next Working Day Delivery to the UK Mainland (excluding Scottish Highlands) for orders over £50.

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

Unfortunately we are unable to offer free delivery on all orders as this would mean an increase in the price of our goods.


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 refer to our full Returns Information for details of where to send unwanted goods back to.


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 unused and unwanted items for 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 as a pre-order and an approximate delivery time will be given. Our customer service team will update you to any changes in the delivery time given. When placing your order the full amount will be taken from your debit card, credit card, or PayPal account at the time of ordering.

If your order includes both in stock and pre-order items the order will be automatically held until all items are available. Please contact us after placing your order if you would like to check whether the order can be part shipped.

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.