I've forgotten my password, what do I do?
On the log in page click forgotten password. Enter your email address and we will send you a temporary password. Once this has been entered, you'll be prompted to enter your own password.
I have a new credit / debit card, how do I amend my online card details?
- Sign in with your email and password.
- Go to My Account and select payment details.
- For each card you wish to remove, click on the 'remove card' link, which is situated to the right of that payment detail.
- Alternatively, if you are placing an order, you can use your new card details at the checkout and you have the option to save the card details so they can be used next time.
Am I able to amend my order once it's submitted?
Unfortunately, no. Once 'submit order' is clicked, your order is sent immediately to our warehouse to process for delivery. You cannot then amend or cancel the order as it is the final stage of committal.
How do I return an item?
Returning is simple: Please follow the guidelines below, give us a call (01242 522244) or visit your friendly store.
Under our 14 day money back guarantee you can return unwanted goods for free. Items should be unused in a saleable condition, with their original packaging and with all component parts and any promotional items received. You should include your invoice and a clear marking, 'return to sender'. If you have lost the invoice, include as much information about yourself and the purchase to speed up the refund process.
Bespoke or modified items are exempt from a refund or credit note.
How do I return faulty items?If you purchased the item 14 or less days ago you can return it under the money back guarantee. Please make sure that you return all component parts and any promotional items received. You should include your invoice and a completed returns form. Please make sure that all petrol products are drained of fuel and oil before returning.
If you purchased the item more than 14 days ago our aim is to get any problem put right as quickly as possible. In most instances we will either offer a repair or where this is not possible we will replace the item with the same or equivalent product
Firstly check if the manufacturer offers a helpline, repair or warranty service. Using this service may be the fastest way to get the problem fixed.
If there is no warranty or repair service or you wish to return the faulty item please drop it off at the store, call 01242 576621 for further details, or email: firstname.lastname@example.org
Can I have my order delivered to a different address?
Yes. There is an opportunity for you to enter the delivery address details on the address page of the Checkout. Or, if you are registered with Fixaball, you can add in additional addresses in 'My Account'. To protect our customers all orders are subject to standard fraud checks.
Why is my order delayed?
We despatch tens of thousands of parcels each week to tradesmen, maintenance professionals and corporate customers UK wide for next day delivery. In some cases a small number of parcels may be delayed, however we pride ourselves that over 97% of all orders received by 2pm will be delivered next day.
What does Collect Next Day mean?
Collect Next Day is offered when the item you want is not in stock in the store but is in stock in our main warehouse. When you order for Collect Next Day we send the item from the warehouse to the store ready for you to collect the next day, after 3pm. The exact date that your Collect Next Day items will be ready is shown on the Order Confirmation page and the Order Confirmation email.
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