Click & Collect Processes

Click & Collect Ordering

Home Hardware Direct Ltd. offers a Click & Collect service to most of our Home Hardware (Scotland) Ltd.  stores If you choose to have your order delivered to your local store, it is completely free and if the item is in-stock, the store will contact you within 24hrs to let you know your order is ready for collection. If the item is not in stock at the time of ordering it will be delivered within 7 working days (excluding Bank Holidays).  When your order arrives in your chosen store, we will call or e-mail* you to advise that your order is ready for collection. Your order will be held in store for 7 days. If your order is not collected within the 7 days your order will be cancelled and refunded unless you have contacted us or the store to let us know which day you will be able to arrange collection of your order. Please Note: Selected products are not available for Click & Collect. Products that are not available for Click & Collect are highlighted on the individual product page. We deliver to most Home Hardware (Scotland) Ltd stores. Please click here to find your local Home Hardware (Scotland) Please wait for your local store to contact you before visiting the store to collect your order. Also, your store will contact you via telephone or email when your order is ready - you do not need to contact the store regarding the status of your Click & Collect order. If, for any reason your order is delayed or there is an issue - your selected store will contact you asap. *If you are placing an order for your local store make sure you provide an telephone/mobile number to receive updates, otherwise your local store will email you.

Click & Collect Faulty Goods

We are sorry to hear that your product(s) have developed a fault. As we are sure you will appreciate, this is most definitely not what we wish for our customers.  If an item from your Click & Collect order has developed a fault within 1 year of purchasing, please contact your local store (the selected store for this particular order) and ask for a member of staff who deals with their Click & Collect orders and be prepared with the following information: 1. Product description 2. Part numbers (if applicable) 3. The online order number and order date 4. A description of the fault 5. If you would prefer a replacement item (stock prevailing) or refund* 6. When the store should expect you to bring the faulty product to the store You can find your local store's contact information on via our store locator - click here. If the faulty item is as described and the store has the stock to issue you a replacement, you will receive this on the day of returning your faulty product to store. If the store doesn't have this in-stock at the time, they will order the item from our warehouse for you, this may take up to 7 working days for this to arrive in-store. If you wish to receive a refund instead, the store will contact us directly. We will then cancel and refund your order as per their request. Please allow up to 5 working days for the payment to appear back on the card used at checkout. The staff in-store will test the fault as you have described once they have the goods. If they test the item and deem the item to be non-faulty the member of staff will return the item to you - without replacement or refund. 

Click & Collect Refunds 

Where one of our Click & Collect locations cannot offer a replacement product, the store can receive the faulty or unwanted goods, however a refund must be process via Home Hardware Direct Ltd. The store will contact our Customer Care Team to arrange this. The store cannot legally issue a refund. A full refund will be made to your original payment method within 7 working days.

Click & Collect Cancelling Orders

We request that you contact your local store directly to cancel the order. The store will then contact our Customer Services Team to confirm that no goods were exchanged - to proceed with cancelling the order. A full refund will be made to your original payment method within 7 working days of cancellation.