UK Delivery Charges
| Location | Standard | Faster |
|---|---|---|
| Mainland UK (ex Isle of Wight) | £4.95 | £6.95 |
| Scottish Highlands & Rural Areas | £12.95 | N/A |
| Scottish Isles, Isle of Man & Isle of Wight | £14.95 | N/A |
| Northern Ireland | N/A | N/A |
Standard Delivery
All deliveries will require a signature. If you’ve supplied your mobile number, you’ll receive a text message at around 11am on the day of delivery to inform you of an estimated one-hour delivery window. Where available, you’ll also receive the name of the driver and a link to live tracking so you can follow your parcel’s progress.
We aim to deliver items that are currently in-stock within 2 - 3 working days (excluding Bank Holidays) after the date the order is placed.
Unfortunately at this time we cannot take orders for delivery to British Forces Post Offices (BFPO), Northern Ireland, Freight Forwarders, international addresses or The Channel Islands (GY, JE).
The following areas are subject to extended lead times:
Scottish Highlands & Scottish Isles: +5 days
Isle of Man & Isles of Scilly: +5 days
Isle of Wight: +2 days
Working days are defined as Monday-Friday 8am-7pm inclusive, excluding Saturday, Sunday and Public Holidays.
Larger items over 30kg can only be delivered Monday to Friday. Please allow up to two working days for these deliveries.
Please note that during particularly busy periods, it may take a little longer to receive your delivery and our carrier may attempt to deliver to you on a Saturday.
Faster Delivery
All deliveries will require a signature. If you’ve supplied your mobile number, you’ll receive a text message at around 11am on the day of delivery to inform you of an estimated one-hour delivery window. Where available, you’ll also receive the name of the driver and a link to live tracking so you can follow your parcel’s progress.
Our Faster Delivery service to most of UK Mainland will be available for orders placed on the website from Monday to Thursday before 12:00pm for a small additional charge (delivery on working days only). Orders placed after 12:00pm on a Friday will be delivered Tuesday.
You can also select a convenient day to receive your delivery by choosing a named day delivery (delivery on working days only) via customer notes whilst placing the order or via our contact us section.
Working days are Monday-Friday 8am-7pm inclusive, excluding Saturday, Sunday and Public Holidays.
Larger items over 30kg can only be delivered Monday to Friday. Please allow up to two working days for these deliveries.
Saturday Delivery
Currently we do not offer the option to select Saturday as your selected delivery day.
Please note that during particularly busy periods, it may take a little longer to receive your delivery and our carrier may attempt to deliver to you on a Saturday.
Direct Shipping - Standard Delivery
A number of the items sold on our website are delivered directly from our suppliers; this is clearly indicated on the relevant product page. Lead times for these items do vary from 3 working days up to 28 days. Selected suppliers will contact you directly to arrange a suitable day for delivery; this is highlighted on the order confirmation e-mail once your order has been placed.
Please note some larger products are delivered to kerb-side (the street outside your home), it is at the drivers discretion if they can deliver the item to another location on the property.
Named Day, Next Day, Saturday and Click & Collect delivery options are not available on items delivered directly from our suppliers.
Click & Collect - Free Delivery to Home Hardware stores
Home Hardware Direct offers a Click & Collect service to most of our Home Hardware 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 Stores. Please click here to find your local Home Hardware store.
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.
Returns: Faulty Products
Damaged Products - Contact us within 48hrs
We are sorry to hear that your order has arrived in a damaged condition. As we are sure you will appreciate, this is most definitely not what we wish for our customers.
To enable us to resolve this for you as quickly as possible, please use the contact us section and provide the following information:
• An image of the damaged item for our investigations
• Images of any damaged packaging
• The online order number
• A description of the damage
• If you would prefer a replacement item (stock prevailing), or a refund
• Part number(s) (if applicable)
• What available collection dates are suitable for you
• Collection address
Once you have the information above please visit our contact us page - click here.
Faulty Products within 1 Year
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 within 1 year of purchase you return the product with your order confirmation and, provided the fault is not due to customer negligence, we will provide either a replacement product (if stock permits) or a full refund. Replacements and collections are provided at no extra cost to you. This does not affect your statutory rights.
To enable us to resolve this for you as quickly as possible, please use the contact us section and provide the following information:
• An image of the faulty goods for our investigations (if it is a visual fault)
• Part numbers (if applicable)
• The online order number
• A description of the fault
• If you would prefer a replacement item (stock prevailing) or refund
• What available collection dates are suitable for you
• Collection address
Once you have the information above please visit our contact us page - click here.
If a faulty item is deemed to be caused by negligence, no refund (Product, delivery charge, nor return postage) will be made.
Faulty Products From Direct Shipping
We are sorry to hear that your goods have developed a fault. As we are sure you will appreciate, this is most definitely not what we wish for our customers.
If within 1 year of purchase the product becomes faulty, the manufacturer may offer a repair service. If the item cannot be repaired, a replacement product will be provided.
To enable us to resolve this for you as quickly as possible, please use the contact us section and provide the following information:
• An image of the faulty goods for our investigations (if it is a visual fault)
• Part numbers (if applicable)
• The online order number
• A description of the fault
• If you would prefer a replacement item (stock prevailing) or refund
• What available collection dates are suitable for you
• Collection address
Once you have the information above please visit our contact us page - click here.
Faulty Products from Click & Collect
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 that deals with their Click & Collect orders and be prepared with the following information:
• Product description
• Part numbers (if applicable)
• The online order number and order date
• A description of the fault
• If you would prefer a replacement item (stock prevailing) or refund
• When the store should expect you to bring the faulty product to the store
You can find your local stores contact information on their store page 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.
Returns: Non Faulty Products
Customer Returning Goods for Non Faulty
It is easy to return your unwanted goods within your 14-day‘ right to cancel’ period.
We can accept goods back if:
• The goods are in a resalable condition
• The goods have not been opened and are unused
Print off, complete, and include this Returns Form for returning your item to the address below:
Returns Department
Home Hardware Direct
26a Dalry Road
Ardrossan
North Ayrshire
KA22 7GQ
Once the goods are returned to our returns department, it will take 24-48 hours to process the return. Your refund will then be processed to the original payment method within 5-10 working days, or up to 48 hours if paid via PayPal.
If you would prefer our customer service team to arrange the return, please contact us - we can book a collection for a fixed fee of £12.95 for Standard Parcel or £19.95 for Freight Parcel*, which will be deducted from your refund total.
*Freight Parcels are items with a gross weight of 30kgs or over and over 1 meter in any length.
Customer Requested Collection for Non Faulty
It is easy to return your unwanted goods within your 14-day‘ right to cancel’ period.
Please be aware that our collection service is an all-day service running from 8am-6pm , Monday to Friday, and we cannot advise on collection timeslots.
We can accept goods back if:
• The goods are in a resellable condition
• The goods have not been opened and are unused
Please ensure that the goods are suitably packed for collection, either in the original box or suitable packaging.
You will need to let our Customer Care Team know the following:
• What available collection dates are suitable for you
• The online order number
• The collection address
Please ensure that the goods are suitably packed for collection, either in the original box or suitable packaging.
Once the goods are returned to our Distribution Centre it will take 24-48 hours to process the return. Your refund will then be processed to the original payment method within 3-5 working days, or 24-48 hours if paid via PayPal.
collection Fees are £12.95 for Standard Parcel or £19.95 for Freight Parcel*, which will be deducted from your refund total.
*Freight Parcels are items with a gross weight of 30kgs or over and over 1 meter in any length.
Order Cancellation
Home Delivery Cancellation
You can cancel your order at any time before it’s dispatched. Our pick-and-pack process is very quick, so it’s best to contact us here as soon as possible. Please visit our contact us page - click here
If we can cancel your order before it leaves the warehouse, a full refund including delivery charges will be made to your original payment method within 7 working days of cancellation.
If it’s too late to cancel your order, you can still return the unused item using our non-faulty returns procedure.
Direct Shipping Order Cancellation
For items being delivered direct from the supplier, we may need to contact them to confirm whether your order can be cancelled. All cancellations are accepted or rejected at our discretion.
Click & Collect Order Cancellation
We request that you contact your local store directly to cancel the order. The store will then contact our department 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.