Frequently Asked Questions
When Are You Open?
TW Wholesale LTD is open 7:30am to 5:30pm Monday to Friday and 7:30am to 5pm Saturday. We are closed on Sundays and some Bank Holidays. Our website is open for orders 24 hours a day, 365 days a year.
Customer Service and eCommerce office hours are 7:30am to 5:30pm Monday to Friday. Saturday and Sunday are closed.
Looking to visit it? Click our Find Our Store page.
Want to track your order? Click our Delivery & Returns page.
Can You Provide A VAT Invoice?
Yes, we send a full VAT invoice with every order via email as we operate as economically as possible. If you require a paper invoice, please let us know when you place your order.
Can I Have My Delivery Sent to A Different Address?
Yes, however in some cases we may contact you to collect further information to ensure the order address is correct, genuine and safe to deliver. We may also ask for further documentation to be sent to us regarding proof of ID. Additionally, if PayPal is used as a payment method, we are not permitted to change the delivery address from the information provided at the time of order.
Can I Track My Order Online?
Yes, providing you provide your email address and/or mobile telephone number you will receive tracking information about your order. However, if you don’t receive anything, please Contact Us and we’ll be happy to help.
What Is Your Returns Policy?
Depending on the nature of your return we can always assist you to return your item back to us. For more information please head over to our Delivery & Returns page.
My Goods Have Been Delivered and Are Damaged, What Do I Do?
If you have received your order but it is damaged, we will need to investigate this before we can provide a conclusion on what to do next. Please gather as much evidence as you can by signing for the item as damaged and taking pictures of the packaging and the items involved. You must inform us immediately by e-mail or phone of any damaged goods. For more information please head over to our Delivery & Returns page.
What Guarantee Comes with The Goods?
Every product we sell is covered by the manufacturer’s warranty however with some products it may be possible to extend this warranty with the manufacturer. This information can usually be found within the item's packaging or on the manufacturer’s website. Please retain your invoice for future reference to be able to make a claim. If you have recently bought a power tool and want to register its warranty, then head over to our Product Registration page and you'll find some handy links there.
I Have A Complaint, What Do I Do?
Whilst we make every effort to ensure you receive high-quality service and your order on time, occasionally mistakes are made, and we will endeavour to respond to your complaint within 5 working days. Your complaint will be treated fairly, confidentially and with respect. If you have any complaints, comments or suggestions as to how we can improve our service then please Contact Us.
The Picture on The Product Page is Slightly Different From What I Received, Why Is That?
All our product images have been carefully selected either from manufacturers websites or have been created by ourselves. However, from time to time manufacturers may alter product slightly without any notification to us. We endeavour to keep our images as up-to-date as possible and all our product images are strictly for illustration purposes only. Always read through the product description for full details on what is included.
Are Your Products Brand New and In Original Packaging?
Our products are brand new and we retain all original packing where needed. However, in some cases, some products may arrive with limited/no manufacturers packaging due to the nature of the item. For example, a ‘body only’ power tool. If you want to ask any questions about the products we stock then please Contact Us and we'll be happy to help.
Are Your Products for Use in The UK Only?
All our products are UK specification products for use in the UK. However, many of our products will work in Europe and other countries. Our mains-powered products will state the voltage. If an item has a mains plug attached, it will be of a UK specification. Cordless products coming with a charger will have a UK specification 240V plug unless stated otherwise.
If you would like to raise a warranty claim for a product that is outside the UK, it must first be posted back to us before it can be sent to the manufacturer. Please note, this is at your expense and TW Wholesale LTD accepts no liability if it is lost or damaged in transit.
All extended warranties are only able to be registered within the UK and do not have sufficient warranty cover outside of the UK.
Do I Need To Supply Valid Photographic ID Before or After Buying Knives and/or Other Age-restricted Items?
By placing an order for one of these items, you are automatically declaring that you are 18 years of age or over. These items must be used responsibly and appropriately. If we suspect any tools are being misused for their intended purpose, we will contact the relevant authorities and issue a legal report.