Frequently Asked Questions

2. How do I check my order status?

If you have registered for an online account with us, simply login and click on ‘My Orders’. If you prefer to check out as a guest, you won’t be able to view your previous orders. After checking out as a guest you will be given the option to register – this will enable you to see your orders for future purchases made against your account.

5. Why didn’t the courier drop the parcel off?

Please note that the courier requires a signature to confirm delivery. If nobody is home at the time of delivery, the courier will leave a calling card in the mailbox and alternative delivery arrangements can be made.

6. Can I cancel my online order?

If you wish to cancel your order you will need to contact DIY Direct. We cannot guarantee that it will be possible to cancel your order as it may have already been processed.

If we are able to cancel your order prior to dispatch, any charge to your credit or debit card will be refunded. Our Returns policy will apply in this instance.

7. Can I return my order – the product is faulty?

If a problem occurs with a product purchased from DIY Direct, send it back to us with your proof of purchase. We will either repair, replace or provide you with a refund, as set out in the Consumer Guarantees Act

8. Can I return my order – changed mind?

We are happy to exchange or refund any unopened and unused, non-customised items returned to us in their original condition and packaging, including all accessories and the invoice or delivery docket, within 28 days. 20% restocking fee may apply ; plus you will have to arrange freight to return the product to us. Customised products, which include products cut, made-to-measure, special order or mixed to specific requirements, cannot be refunded or exchanged. Clearance items or products purchased during Clearance sales, cannot be returned or exchanged.

9. Is it safe to buy online with my credit card?

DIY Direct will provide you with the most secure shopping technology available to us. When you use your credit card on our website, we do not save that information - it is passed directly to the bank through a secure server that uses 128 bit Secure Sockets Layer software (SSL) to encrypt the information that you enter. This technology is designed to prevent any unauthorised viewing and downloading of your order information.

We also use the security number on your credit card to ensure the person shopping is in possession of the correct card.

Still have questions?

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