Shipping policy

Tool Empire Shipping Policy

Last Updated: July 10, 2025

At Tool Empire Ltd, we strive to deliver your tools and hardware products quickly and reliably across the UK. This Shipping Policy outlines our shipping options, delivery times, costs, and other important details for orders placed on our website, www.toolempire.com. As an online-only retailer, we ship exclusively within the UK.

1. About Us

We are Tool Empire Ltd, a company registered in England with registration number 15271628. Our registered address is Hobourn House, Priory Road, Rochester, England, ME2 2EG. For shipping-related inquiries, contact us at sales@toolempire.com.

2. Shipping Destinations

We onlyship to addresses within the United Kingdom, including England, Scotland, Wales, and Northern Ireland. We do not ship internationally or to PO boxes, BFPO addresses, or Channel Islands unless explicitly agreed upon in advance.

3. Delivery Options and Times

We offer the following delivery options for UK customers:

  • Standard Delivery: 5-7 working days from dispatch.

  • Next Day Delivery: Orders placed before 2:30 PM Monday to Friday will be delivered the next working day. Orders placed after 2:30 PM, on weekends, or on public holidays will be processed the next working day.

Important Notes:

  • Delivery times are estimates and not guaranteed. Delays may occur due to high demand, adverse weather, or courier issues.

  • Working days are Monday to Friday, excluding UK public holidays.

  • Some remote or rural areas (e.g., Scottish Highlands, Isles of Scilly) may take longer than standard delivery times, typically an additional 1-2 working days.

  • Large or heavy items (e.g., power tools or bulk orders) may be shipped via specialist couriers, which could affect delivery times.

4. Shipping Costs

Shipping rates are calculated at checkout based on the destination of your order and your chosen delivery method:

  • England, Scotland, and Wales:

    • Standard Delivery: £7.99

    • Next Day Delivery: £9.99

  • Northern Ireland:

    • Standard Delivery: £15.99

    • Next Day Delivery: £19.99

  • Free Standard Delivery: Available on orders over £99 (excluding VAT) for England, Scotland, and Wales. For Northern Ireland, free delivery does not apply.

  • Supplier-Delivered Items: Additional delivery charges may apply for items shipped directly from our partners, which will be clearly indicated during checkout.

If multiple delivery methods are available for your order, you can select your preferred option at checkout.

5. Order Processing

  • Dispatch Time: We aim to dispatch orders within 1-2 working days of receiving payment, subject to stock availability and payment verification.

  • Stock Availability: If an item is out of stock, we will notify you via email with an estimated restock date or offer a refund or alternative product.

  • Order Confirmation: You will receive an order confirmation email upon placing your order. This does not guarantee dispatch but confirms we have received your request.

  • Split Shipments: If your order contains items with different delivery times (e.g., in-stock and pre-order items), we may ship them separately to ensure faster delivery of available items. You will not incur additional shipping costs for split shipments.

6. Tracking Your Order

  • Once your order has shipped, you will receive a shipping confirmation email containing a tracking number and a link to track your package via our courier’s website.

  • You can also track your order by logging into your Tool Empire account (if applicable) and viewing the order status.

  • If you do not receive a tracking number within 3 working days of your order confirmation, contact us at sales@toolempire.com.

7. Delivery Process

  • Courier Partners: We work with trusted couriers (e.g., Royal Mail, DPD, ParcelForce) to deliver your order. The courier used depends on the item size, weight, and delivery method.

  • Delivery Attempts: Couriers will attempt delivery at least once. If you are not available, they may leave the package in a safe place (e.g., porch or with a neighbor) or at a local collection point. A delivery note will be left with instructions.

  • Signature Requirements: Some items (e.g., high-value tools or age-restricted products) may require a signature upon delivery. We may also request ID verification for age-restricted items.

  • Failed Deliveries: If the courier cannot deliver after multiple attempts or due to an incorrect address, the package will be returned to us. We will contact you to arrange redelivery, which may incur additional shipping costs.

8. Risk and Title

  • Risk: The risk of loss or damage to products passes to you upon delivery or when the package is left in a safe place or with a third party (e.g., neighbor) as per your instructions.

  • Title: Ownership of the products transfers to you once we receive full payment.

9. Issues with Delivery

  • Non-Delivered Orders: If your order does not arrive within the estimated delivery time, contact us within 14 days of the shipping confirmation email. We will investigate with the courier and provide a replacement or refund if the item is confirmed lost.

  • Damaged or Incomplete Orders: If your order arrives damaged or with missing items, notify us within 7 days of delivery with photos of the damage and packaging. We will arrange a replacement or refund, including return shipping costs, as per our Return and Refund Policy.

  • Incorrect Address: You are responsible for providing a correct and complete delivery address. If an order is returned due to an incorrect address, you may be responsible for additional shipping costs for redelivery.

10. Supplier-Delivered Items

Some products are shipped directly by our suppliers. These items may have different delivery times or processes:

  • Delivery times may vary (typically 3-10 working days, depending on the supplier).

  • Supplier-delivered items may incur a separate delivery charge, clearly shown at checkout.

  • Tracking information will still be provided, but it may come directly from the supplier or their chosen courier.

  • For issues with supplier-delivered items, contact us, and we will coordinate with the supplier to resolve the matter.

11. Cancellations and Returns

  • Cancellations: You may cancel your order before dispatch by contacting us at sales@toolempire.com. If the order has already been dispatched, you can return it after delivery as per our Return and Refund Policy.

  • Returns: For details on returning unwanted, faulty, or incorrect items, please see our Return and Refund Policy at www.toolempire.com/returns.

12. Force Majeure

We are not liable for delays or failure to deliver due to events beyond our reasonable control, including but not limited to strikes, natural disasters, courier disruptions, or public holidays.

13. Contact Us

For any shipping-related questions or issues, please contact:
Email: sales@toolempire.com
Address: Tool Empire Ltd, Hobourn House, Priory Road, Rochester, England, ME2 2EG

We aim to respond to all inquiries within 48 hours. Thank you for choosing Tool Empire!