Frequently Asked Questions (FAQ)

 

How do I place an order online?

You can place your order online by following the instructions below:

Click Add to my Basket on the item that you want to buy.

Click on your Shipping Option and then Check Out

Click on Register Your Details

By registering your details you are simply filling in your invoice and delivery address along with your telephone number and email address. You will be asked to enter a password so that you can log into your account to view your orders and print invoices.

Once you are registered with us, you only have to log into your account with your email address and password. You will need to enter only your payment details on future orders.

You can also place an order by checking out with PayPal Express this means you will go straight to your PayPal account and you don’t have to register first. Please check your delivery address on your PayPal account when you use PayPal Express. When paying by Paypal Express an account will automatically be created for you with your Paypal details. Our system will use your Paypal email address and your first tool-net order number as your log in details, you can then amend your password by selecting "Change your Password" from the "Your Account" drop down when logging in.

If you have registered an account with us or would like to and you don’t wish to use PayPal Express, just register your account or log into your account. When you check out, you will be asked to fill in your invoice and delivery address, after this step you can pay by card or paypal on our website.

If you would like to pay over the phone, by card, bank transfer or cheque, at the payment stage, just click on the option that you want to pay over the phone. Also please make a note in the comments box on the order if you would like to pay by bank transfer or cheque and we will know to email you your invoice. Or you can email: payments@tool-net.co.uk Please note, we can only take card payments via email or phone for under £100, orders over £100 if they are to be paid by card must be paid via the website.

COMMON PROBLEMS WHEN REGISTERING YOUR ACCOUNT AND PLACING AN ORDER.

If you find you cannot proceed to the next page......

Please check that you have filled in all the required fields.

Where registration asks for "Company Name", if you are an individual, please fill in your full name ie. "Mr John Smith" if you leave this field blank you will not be able proceed to the next step.

After Registration, you must fill in the two top boxes "First Name" & "Surname" on BOTH Step 1 - Billing Address AND Step 2 - Delivery Address, these are mandatory fields.

Please make sure that you tick the Terms and Conditions Box.

If you have trouble reading the security word at the bottom of the page when registering, just click on "Register" and a new word will be generated for you.

 

How do I make payment by email?

You can make a payment by emailing us at payments@tool-net.co.uk

Just carry on and place your order on the website as normal and click on the option that you would prefer to pay by phone/email.

An order number will be generated for you. We'll need to know the following:

Your order Number

Method of payment i.e. if you want to pay by card, Paypal, or bank transfer.

For a Paypal payment please include your Paypal email address

For a bank transfer just note that you need our bank details emailed.

For a card payment you can either note that you would like us to call you to take payment or you can email us the following details and we will process your payment.

The address your card is registered to.
The name of the person that is registered to the card
The type of card you have i.e Visa, Mastercard etc. Please note we cannot accept American Express.

The long card number on your card i.e. 1234 1234 1234 1234
The expiry date i.e. 10/2018
The last 3 digits on the back of your card i.e. 123

Please note, we can only take card payments via email or phone for under £100, orders over £100 if they are to be paid by card must be paid via the website.

*If you have a maestro card please also supply your issue number if one is available and the start date on the card as well please.

If you have any doubts about the security of your details in an email, you could send them in two seperate emails? Please make it easy for us though, please don't split the long card number.

 

How do I check stock by email?

Simply email customerservices@tool-net.co.uk the full description or part number of the item along with the quantity that you want us to check stock on for you.

You can get a part number or code by simply clicking Buy Now on the item and the part number/code will be displayed on the left of the item. The part number/code is usually in the description of the item as well. Failing that use the 6 digit code in the web address bar or simply copy and paste the whole address into an email.

 

How long does delivery take?

Delivery and processing of your order to any UK Mainland address is 3-5 working days (you may get it sooner!). Our system will send a despatch email and you should receive your order the next working day, if the email is sent after 3pm it may take an additional working day to get to you as 3pm is past our courier cut off (sorry). Should you need a next day delivery we can do this between Monday - Friday and can check the cost for you, simply email us the following to delivery@tool-net.co.uk

The Item you want to order

The quantity

The postcode you want the item to be delivered to.

If you need a pre 12AM delivery please specify that in your email.

 

Do you do a faster delivery?

Email us the following information for a NEXT DAY delivery quote and we can check if the item is available for next day delivery and how much it will cost.

Simply email us the following below to delivery@tool-net.co.uk

The Item you want to order

The quantity

The postcode you want the item to be delivered to.

If you need a pre 12AM delivery please specify that in your email.

 

How much does delivery cost?

Delivery will normally be £6.99 + VAT = £8.39 per order, but please refer to our Delivery Policy. Should you need a next day delivery we can do this between Monday - Friday and can check the cost for you, simply email us the following to delivery@tool-net.co.uk

The Item you want to order

The quantity

The postcode you want the item to be delivered to.

If you need a pre 12AM delivery please specify that in your email.

 

Do you offer FREE delivery if I order over a certain amount?

We do not "Build In" a delivery charge into the price of the goods, imagine for a moment that we did.....

Customer A orders one heater for £100 each with "FREE" delivery. (PS we have built in the cost of delivery like our competitors)

Customer B orders TWO heaters for £100 each. He/She has paid TWO "Built In" Delivery charges!

Customer C orders SIX heaters for £100 each, get the picture!

Genuinely, we don’t work delivery prices into the cost of our products unlike others, therefore we are not able to waive our delivery charge. We only have one charge per order rather than per item.

 

Can I collect my order from you?

We have one despatching warehouse in East Sussex where some collections are possible. If you would like to collect your order please email us on contact@tool-net.co.uk with the items and quantities that you would like to collect and we can confirm when it would be ready for collection.

 

How do I print my invoice?

Click on My Account. You can then log into your account with your email address and your password. If you then click on My Orders your order will show. If you click on the order number itself you will be able to view your order and then print the invoice off.

 

Can I get Technical Advice by email?

Simply email us your enquiry to products@tool-net.co.uk

 

How do I chase an order by email?

You can get an update on your order and delivery by emailing us at contact@tool-net.co.uk

Please include your name and order number with your query

 

How do I log in to my account and view my orders?

Click on My Account. You can then log into your account with your email address and your password. If you then click on My Orders your order will show. If you click on the order number itself you will be able to view your order.

 

Why do I have to give my telephone number?

We ask for your telephone number so that we can pass it to our couriers in case they need to call you when making your delivery.

 

Why do I have to give my email address?

We ask for your email address so that we can register your account and orders on our system. You will also receive your order details and despatch information along with any updates by email. Should you need to liaise with our Warranty Team at any point they will also need your email address to assist you.

 

How do I get an International Delivery quote?

We send many parcels each week to the four corners of the globe and are perfectly set up to deliver to you at competitive rates. The easiest and quickest way for you to get an accurate price for shipping is as follows:

Please proceed with your order in the normal way and place it online. Please select the "International Delivery" option. You will not be asked to make payment at this point. We will quickly calculate the shipping charge and contact you by email to let you know how much it will be.

You can then authorise this charge and make arrangements with our sales office to pay for your order or cancel your order if the shipping is too much. Unfortunately, we have been subject to attempted International Fraud in the past and I am afraid we ONLY accept payment from overseas customers by bank transfer or from Confirmed/Verified Paypal Accounts.

** If you are in the EU Please put your VAT NUMBER IN THE COMMENT BOX and we can remove the VAT charges from your invoice.

 

Do I have to pay VAT?

HMRC does not permit us to remove the VAT from orders which are being delivered in the UK

Some items of safety equipment can be zero rated for VAT according to VAT Notice 701/23. Click here to read the notice. If you think you qualify for a zero rated VAT purchase, simply email customerservices@tool-net.co.uk and we can advise you and zero rate your purchase.

If you are in the EU please put your full VAT NUMBER in the "COMMENTS" box when you place your order and we can remove the VAT charges from your invoice once we have checked your VAT Number is valid.

Please note If we are shipping to a freight forwarding company or you are shipping your order abroad and you can provide us with the airway bill and or proof of export we can refund the VAT on your order on receipt of the documentation.

 

Why do I have to give you my card details again?

We never store card details. Although we are able to part or fully refund your payment this is not done by accessing your card details, but by reversing the previous transaction. If you make a change on your order and we need to charge the difference to your card we'll need to take your details again to enter the transaction. As soon as the payment is made, any card details are securely destroyed.

 

Will my details be safe on your site?

All credit card information is encrypted before transmission using Secure Sockets Layer or SSL. This secure server software encrypts all the information you input before it is sent to us. For your security, we use the latest 128 bit encryption technology.

The information you give us is used for two purposes - to process your order and to give you the best possible service. All information is collected and held lawfully in accordance with the Data Protection Act 1988.

Please check out our Security Policy.