Toolstation Parcel Not Delivered or Refund Refused? UK Guide
Toolstation delivers heavier goods on its own vehicles and smaller items by parcel courier, with a large share collected from branches. The Consumer Rights Act 2015 makes Toolstation responsible until you take physical possession, whichever route your order took.
Who delivers your Toolstation order?
Toolstation typically uses: Toolstation own delivery, DPD, Click and Collect (branch). The exact courier varies by region, order size, and delivery option.
Whichever courier handled your parcel, your contract is with Toolstation, not the courier. Section 29 of the Consumer Rights Act 2015 puts the obligation on Toolstation to deliver into your physical possession.
Toolstation contact and returns
- How to contact
- Toolstation on 0330 333 3303 (Mon-Fri 09:00-17:00) or info@toolstation.com. Toolstation publishes a written complaints policy, so escalate in writing if the first reply refuses.
- Returns policy summary
- Toolstation accepts returns within its published window, with branch returns available for online orders. Special-order and cut items are usually excluded.
How to claim a refund from Toolstation
- 1
Save evidence: order confirmation, tracking screenshot, any delivery photo, and chat or email transcripts.
- 2
Wait 24–48 hours past the expected delivery date in case the parcel arrives late.
- 3
Contact Toolstation via Toolstation on 0330 333 3303 (Mon-Fri 09:00-17:00) or info@toolstation.com. Toolstation publishes a written complaints policy, so escalate in writing if the first reply refuses. Then quote Section 29 of the Consumer Rights Act 2015 if the parcel is missing.
- 4
Set a clear written deadline (7 days). Confirm in email even if the conversation started by chat or phone.
- 5
If Toolstation refuses or delays, escalate via Section 75 (credit card over £100), chargeback (debit card, within 120 days), or trading standards.
Toolstation delivery FAQs
Is Toolstation legally responsible for a missing parcel?
Yes. Under Section 29 of the Consumer Rights Act 2015, the retailer (Toolstation) is responsible for the goods until you take physical possession. Toolstation cannot redirect you to the courier because your contract is with Toolstation, not the courier.
How long does Toolstation have to refund me?
Under Consumer Contracts Regulations, refunds are due within 14 days of cancellation. For damaged goods, a short-term right to reject and full refund applies within 30 days under the Consumer Rights Act 2015.
Part of my Toolstation order is missing from a multi-box delivery.
Trade orders are routinely split across consignments, so check whether a second delivery is still due before claiming. If it is not, claim the missing items under Section 29 and give Toolstation the order number and every tracking reference you received.
My branch says my click-and-collect order never arrived.
Toolstation remains liable until you collect it. Ask for the branch's goods-in record and, if it cannot be produced, request a refund or a fresh order rather than waiting on an internal trace.
Does Toolstation's complaints policy replace my statutory rights?
No. It sets out how Toolstation handles a complaint. Your Consumer Rights Act 2015 rights sit underneath it and cannot be reduced by a company procedure.