SHIPPING & RETURNS

At Tool Emporium, we prioritise your satisfaction. Our return policy is designed to offer you peace of mind, allowing you to proceed with your purchases knowing that you have the option for returns or exchanges. We believe that a straightforward refund or exchange policy is fundamental in building trust and ensuring that you have a positive shopping experience with us.
 
Our commitment to customer satisfaction drives us to continuously improve our return & exchange process. We want you to shop with confidence, knowing that we are here to assist you in case you've changed your mind or are dissatisfied with a product. Your trust in us is our priority.

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Need to return an item you purchased online? There are a few ways you can do this, but you’ll need to return your item to us or our Marketplace Partner within 14 days of receiving it.

If your item has arrived damaged, please contact our Customer Care team immediately, quoting your order number and detailing the problem with your items.

 

Return to store.

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The Tool Emporium items:

You can return most smaller items purchased online from us to any of our stores within 14 days of receipt as long as they’re accompanied with your delivery note.

Most larger products, such as furniture, cannot be returned to our stores.

 

 

Return by post

Please see below for the individual reasons for returning items and how to return them.

Tool Emporium items:

When posting your items back to us, it’s important that you first authorise your return by contacting our Customer Care team. Once authorised, you can use the returns label included with your order.

Can't find your returns label? Don’t worry, just clearly mark your parcel with your order number and full name and return it using a tracked delivery method to the below address:

CUSTOMER RETURNS 

Tool Emporium, L & J Home Ltd, Unit 16, 10 Bell Close, Plympton, PL7 4FD

 

Please ensure you retain proof of delivery as we and our Marketplace Partners cannot be held liable for items lost in transit.

 

Can't return your goods via the above methods? Get in touch with our Customer Care team and one of our agents will be able to explain your options. Please keep the item safe and protected as it's your responsibility until it has been returned.

 

Missing or damaged items

We take care to ensure all items arrive in perfect condition. If your order arrives damaged or incomplete, please contact our Customer Care team immediately, quoting your order number and detailing the problem with your items. 

If you don’t receive your items within 14 working days of receiving a Dispatch Confirmation email, please contact our Customer Care team, quoting your order number, and we’ll investigate this for you.

Unfortunately, we can’t refund items that have been damaged after delivery due to misuse, wear and tear, or accidents.

 

Change of mind

Changed your mind about an item? You’ll need to return it in its original, unused condition and within 14 days of receipt.

Made to Order items are excluded from our standard change of mind policy. It takes 48 hours for us to process your order before we begin to make your product for you. After this time, all Made to Order products are non-returnable and cannot be cancelled.

If you're returning a Marketplace item because you've changed your mind, you'll need to pay the cost listed below: 

 

Cancellations

You can cancel your order or items in your order before we dispatch them by contacting our Customer Care team.

Made to Order items are excluded from our standard cancellation period. It takes 48 hours for us to process your order before we begin to make your product for you. After this time, Made to Order products are non-returnable and cannot be cancelled.

 

Exchanges

Unfortunately, we’re unable to exchange any orders placed online. You’ll need to return your item in its original, unused condition using one of the return methods above and place a new order for the item you’d like.

 

Refunds

Once your returned items have been received, your refund will be processed within 3-5 working days. Your refund will be processed via the same method of payment that you used to pay for your order.