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FAQ

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 Thawte, one of the worlds leading security certificate provider. This protects all our customers’ information and ensures the security of your credit card transactions by enabling strong 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. Thawte 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 9:00am until 5:00pm (excluding Bank Holidays). Please note that for orders with a value over £100, we can only despatch to your registered card address. If your order total is greater than £100 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 9:00am 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 DELIVERY If you place an order by 3pm and choose Next Working Day Delivery at the checkout, we will process and pack your order the same day for delivery to you on the next working day.

Unfortunately this delivery option is not available to the Scottish Highlands, Offshore Islands and Northern Ireland.

Orders placed on Friday after 3pm 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 DELIVERY 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 DELIVERY If you have chosen a Next Working Delivery 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 Standard Delivery to the UK Mainland excluding addresses in the Scottish Highlands, Offshore Islands and Northern Ireland.

Spend over £60 for Free Next Working Day Delivery to the UK Mainland (excluding Scottish Highlands, Offshore Islands and Northern Ireland).

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


Returns

Can I Return Goods That I Don’t Want?

You can return goods within 30 days for any reason for a full refund (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 discuss.

How Do I Return Goods?

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

Simply enclose a copy of the packing slip (or a note with your order details on) and write on this the reason for returning the goods. Send this along with the goods to our Tool Venture Returns address in Chorley and we will do the rest.

If you are returning goods with your own note please provide as much information as possible such as your name, ful address & order number to avoid any delays in your return being processed.

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).

With our easy returns policy we offer a ‘No-Quibble’ 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, items which are not in stock are not available to order. Should there be an issue with stock availability once your order has been placed we will contact you to advise.

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) 9:00am - 5:00pm.