Delivery Information

What delivery options are available?
Next Day Guaranteed Delivery – excluding Scottish Highlands and Islands and Northern Ireland
For customers in Mainland UK, order by 16:00 for Next Working Day delivery. This excludes orders for large, bulky goods and orders being shipped to the Scottish Highlands and Islands and Northern Ireland.
You will receive an email on dispatch of your order.
Working days are Monday to Friday, excluding public holidays or days when industrial actions (strikes) are planned.
Any orders placed after 16:00 on Friday or over the weekend will be considered as being placed the following working day.
Please note the following in relation to expected delivery day:

Delivery charges will differ based on the items in your cart and also the quantity. You will be given the calculated amount during checkout.
Unfortunately, we are unable to offer this service to our Scottish Highlands and Islands and Northern Ireland customers as the courier is unable to deliver next working day to these regions.
For more information on orders containing large, bulky items and deliveries to Northern Ireland please see below.

Standard Delivery (2-5 Days) – including Scottish Highlands and Islands – Excluding Northern Ireland and International
For customers in Mainland UK, order by 16:00 for delivery within 2-5 working days.
Delivery to the Scottish Highlands & Islands may take a day longer.
You will receive an email on dispatch of your order. Working days are Monday to Friday, excluding public holidays. Any orders placed after 16:00 on Friday or over the weekend will be considered as being placed the following working day.
Standard delivery is FREE for all GB orders – excluding Northern Ireland and orders containing certain large or bulky items.
For more information on orders containing large, bulky items and deliveries to Northern Ireland please see below.

Large, Bulky Items – Excluding Northern Ireland and International
Delivery of large bulky items can take between 3-6 working days and the charges vary depending on the item.
If your order contains a large or bulky item you will be notified of the charge at the checkout. Delivery charges will differ based on the items in your cart and also the quantity. You will be given the calculated amount during checkout.
Large, bulky items are typically products that weigh over 15kg. However, some items under 15kg may be classed as large or bulky due to the products dimensions.
Please note that we try our best to offer the most competitive shipping rates. Where possible, we subsidise the shipping charge and do not pass this in full to our customers.
Shipping fees are charged by our third party delivery company. In these cases, unfortunately, we have no alternative but to pass this shipping charge to our customers.

Northern Ireland Orders – Standard Delivery (2-10 Days)
For customers in Northern Ireland, order by 16:00 for delivery within 2-10 working days.
Working days are Monday to Friday, excluding public holidays.
Any orders placed after 16:00 on Friday and over the weekend will be considered as being placed the following working day.
Delivery charges will differ based on the items in your cart and also the quantity. You will be given the calculated amount during checkout.

International Standard Delivery (4-19 Days) – including Europe, North America, Far East & Rest of World.
You will receive an email on dispatch of your order. Working days are Monday to Friday, excluding public holidays. Any orders placed after 16:00 on Friday or over the weekend will be considered as being placed the following working day.
Delivery charges will differ based on the items in your cart and also the quantity. You will be given the calculated amount during checkout.

Please note that there may be customs charges for international deliveries which is payable on delivery.

Please note that these delivery times are only guidelines and are not 100% guaranteed due to certain factors which are outside of our control.

How do I track my order?
Next Day Delivery:
You will receive an email upon dispatch which includes a link to track your order. Please be aware that there may be a delay between this email and your order being available for tracking.

UK Standard Delivery including Northen Ireland
You will receive an email upon dispatch which includes a link to track your order. Please be aware that there may be a delay between this email and your order being available for tracking.

Standard International Delivery:
You will receive an email upon dispatch which includes a link to track your order. Please be aware that there may be a delay between this email and your order being available for tracking. In some cases depending on the delivery destination, tracking information may not be available.

What does my Order Status mean?
If you are a registered customer, you can view your order status by logging into your account and clicking View Orders.

ORDER STATUS IS DIFFERENT FROM TRACKING INFORMATION

Your Order Status is supplied by TopsTools, and details what is happening with your order between the time you place it and the time it is dispatched from our warehouse.

Once your order is processed and leaves our warehouse, it is handled by our delivery carriers.

What time of the day will I receive my order?
Next Day Delivery (Excluding Scottish Highlands & Islands and Northern Ireland)
Orders are delivered between 8.00am and 6.00pm on working days, Monday to Friday, excluding public holidays although occasionally the driver may deliver on a Saturday but this is not guaranteed.

Standard Delivery (Including Scottish Highlands and Islands, Excluding Northern Ireland)
Orders are delivered between 8.00am and 6.00pm on working days, Monday to Friday, excluding public holidays although occasionally the driver may deliver on a Saturday but this is not guaranteed.

Northern Ireland (2-10 Days)
Orders are delivered between 8.00am and 6.00pm on working days, Monday to Friday, excluding public holidays although occasionally the driver may deliver on a Saturday but this is not guaranteed.

International Standard Delivery (4-19 Days) – including Europe, North America, Far East & Rest of World.
Orders are delivered between 8.00am and 6.00pm on working days, Monday to Friday, excluding public holidays although occasionally the driver may deliver on a Saturday but this is not guaranteed.

What happens when I am not at home when my delivery arrives?
Next Day Delivery (Excluding Scottish Highlands & Islands and Northern Ireland)
The majority of the parcels will fit through a standard letterbox, if this is not possible then see below:

If you are not home when the order arrives the courier will try to deliver to a neighbour, either side or opposite your property, provided they can obtain a signature. A calling card will be left at the delivery address to advise and your tracking will also update to reflect this (if tracking delivery option is utilised).
If the courier is unable to deliver to a neighbour, they will leave a calling card to advise you of the attempted delivery and notifications to allow you to rearrange an alternative date.
If unable to deliver they will hold the parcel in the local depot for a further 2 days, awaiting a response from the recipient. If at this stage, no further delivery instructions are received, the parcel will be returned to us.

Standard Delivery (Including Scottish Highlands and Islands, Excluding Northern Ireland)
If you are not home when your order arrives the courier may leave the order with a neighbour or in a safe location at your property. A calling card will be left to advise the location of your order.
If the courier is unable to deliver to a neighbour or a safe place, a calling card will be left to advise.
Once your order is delivered or delivery has been attempted, your tracking will update to reflect this.

Northern Ireland:
If you are not home when the order arrives the courier may try to deliver to a neighbour, either side or opposite your property, provided they can obtain a signature. A calling card will be left at the delivery address to advise.

Why has my order not been delivered and returned to you?
The most common reason for this is because our courier attempted delivery and were unable to deliver. Please check your tracking for further information.
The order will be returned to us and we will issue a refund, you may incur a delivery charge.

Why has my order been cancelled?
Orders can be cancelled if we experience a stock fulfilment issue with the order.
Orders can also be stopped automatically by our online security system. There are a number of reasons why an order may be cancelled by our online security system. One of the most common reasons is because the card holder name and/or billing address details provided do not match the details that the bank or card provider has on record for them.
You will receive an email notification if your order is cancelled and payment will not be taken, however, it may take the bank 5-8 working days to release any pre-authorisation that may have been placed on the funds. This may take longer depending on your bank. Unfortunately, this is completely outside of TopsTools control.
Once an order has been cancelled it cannot be reactivated.

My parcel is shown as having been delivered but I have not received it.
If our courier was unable to deliver to your address, they may have delivered the order to one of your neighbours or left your order in a safe place. A calling card will be left at your property and your tracking will have updated to advise the location of your order. Your tracking will also have updated.

I have received the wrong items.
If you believe you received the wrong items in your order, please Contact Us and we will resolve as promptly as possible.

How can I get my order to arrive faster?
We offer a Next Day Delivery service for customers in Mainland UK, excluding delivery to Scottish Highlands & Islands and orders for large bulky items.
Order by 16:00 for next working day delivery. Working days are Monday to Friday, excluding public holidays.
Please note the following in relation to expected delivery day:

Please note this option must be selected at the checkout. Orders cannot be upgraded to Next Day Delivery after the order has been placed.
This service excludes orders with large, bulky items and this service is not available to customers in Northern Ireland or the Scottish Highlands and Islands.

Can I ship one order to multiple addresses?
No, currently, we are unable to ship one order to multiple addresses.

Where do you deliver to?
We deliver to all postcodes in the UK and delivery destinations globally.
*Please note, some items may not be available for delivery due to courier restrictions.

Can I request a specific delivery date / time when I place my order?
Currently, you cannot request a specific delivery date or time when you place your order.

What if the delivery date has passed and I still don’t have my order?
Please note that delivery dates are estimates only and are not guaranteed. Delivery dates can change due to factors outside of our control.
Please check your tracking for the most up to date information on your order.
If your order has not arrived within the stated time, please Contact Us.

Are all orders delivered by your couriers discreetly packaged?
We make every attempt to ensure all items are packaged discreetly, however, we are unable package some larger goods and large, bulky items and these may be delivered in original packaging. Please consider getting these delivered to work address, relatives or neighbours if you are purchasing larger items for birthday or Christmas presents.