We’re always here and happy to help. The quickest way to reach us is through our Live Chat—it’s the best place to track your orders, ask about products, or get any general info you need. From there, you can also request a callback or grab our direct contact details if you prefer to speak over the phone.
Still want to call us directly? No problem! We’re available at 01803 666630, Monday to Friday, from 9am to 5pm.
Quick Tip: If you’re expecting an order confirmation email and can’t find it, be sure to check your spam or junk folder—sometimes our messages sneak in there!
FAQ
ORDERS
How can I pay for my order?
All payments are processed securely, so your card details are never seen or stored by Trade Counter Direct, giving you extra peace of mind. We accept:
- Credit and debit cards (Visa, MasterCard, etc.)
- PayPal
- Pro Forma (organized with our sales team)
To pay by Pro Forma, please get in touch via our Live Chat or Contact Form, providing your order details and delivery address. We’ll then arrange the rest for you. Unfortunately, we’re not able to take payments over the phone at this time.
Can I change or amend my order?
Once your order has been submitted, we can’t make changes to details like billing or delivery addresses. If your order hasn’t been dispatched yet, we can cancel and refund it so you can reorder with the correct information. To request a cancellation, please call 01803 666630 as soon as possible.
Once an order has been dispatched, no further changes can be made.
I haven’t received confirmation of my order.
If you haven’t spotted a confirmation email, check your spam or junk folder—it may have landed there. Still can’t find it? Reach out via Live Chat, phone, or our Contact Form, and we’ll be happy to help.
Can I change details or add a business name to my VAT invoice?
Unfortunately, once an order is placed, we can’t amend any invoice details, including the business name. Please double-check your billing information before finalizing your purchase to ensure everything’s correct.
Do you have stores?
We don’t have physical retail locations. However, if you’re nearby, you’re welcome to collect your order in person. Just let us know ahead of time so we can have it ready for you!
PRODUCTS
Are all your items in stock?
We strive to keep a broad selection in stock, but it’s not always possible to have every single product on hand. Items labeled “In Stock” are ready to ship from our warehouse right away. Those marked “Available” may be en route to us or supplied directly from our trusted partners, which can affect delivery times.
We’ll always work to get your order out to you as fast as possible. Check the estimated delivery times on each product page to plan your purchase.
I can’t find the product I’m looking for—can you help?
Absolutely! If you can’t find what you need, get in touch via Live Chat or our Contact Form, and we’ll check with our suppliers. If the exact item isn’t available, we’ll do our best to suggest the closest alternative.
Why does the product I received look slightly different from the website picture?
We try to keep all images and descriptions accurate and up to date, but sometimes manufacturers tweak product designs before we can update the listing. Product images are for illustration only, so please rely on the written description for the most accurate details. If there’s any issue with the item you received, let our customer service team know—we’re here to help.
Why hasn’t my item arrived in branded packaging?
Occasionally, products may arrive without original retail packaging. This doesn’t affect the item’s quality or authenticity, and it doesn’t change your right to return it. Reducing packaging helps us lower costs, and we pass those savings on to you. If you have any doubts, just drop us a line.
What does “Ah” mean on a power tool battery?
“Ah” stands for ampere-hour, a measure of the battery’s capacity. It indicates how much energy the battery can store and how long it will last on a single charge. For example, a 5Ah battery can provide 5 amps for one hour or 1 amp for five hours. Generally, a higher Ah means longer runtime before recharging.
Not sure which battery suits you best? Feel free to ask us for advice.
What is a brushless motor?
A brushless motor is an electric motor without brushes, making it more efficient, powerful, and durable. It runs cooler, quieter, and requires less upkeep than a traditional motor, so it’s great for modern power tools.
What’s the difference between M12 and M18 Milwaukee tools?
- M12 Tools: Compact and light, running on 12-volt batteries—ideal for smaller tasks and tight workspaces.
- M18 Tools: Powered by 18-volt batteries, offering greater power and runtime—perfect for heavier-duty work.
Batteries from M12 and M18 aren’t interchangeable, so pick the system that fits your needs.
I want to buy a press tool, but I’m unsure which one to choose.
Press tool selection depends on the type of work you do and the fittings you use. Different tools are designed for specific jaws and pipe systems (e.g., copper, stainless steel, plastic). Consider the brands or systems you’ll use most often and confirm the tool’s compatibility. Still stuck? Let us know, and we’ll guide you to the right solution.
DELIVERY
Where do you deliver to?
We ship across the UK (including Northern Ireland and the Scottish Highlands), Ireland, and the Channel Islands. Some bulky items may not be eligible for delivery to certain regions due to courier or supplier limitations. If you’re unsure whether we can deliver to your address, contact us and we’ll clarify.
Do you deliver on weekends?
We currently don’t offer weekend delivery.
If I order now, how long until delivery?
Delivery times vary depending on the product and shipping method chosen at checkout. Each product page displays an estimated timeframe, and you’ll see it again before finalizing your order. For more details, check out our Delivery Info page.
Can I schedule a delivery for a specific date and time?
We don’t offer scheduled deliveries for exact dates or times. If you choose next working day delivery, you’ll get a 1-hour time slot on the morning of delivery. Otherwise, your order will arrive within the provided estimated window.
What if I’m not home when my delivery arrives?
No worries—our couriers will make at least two attempts, leaving a card each time with instructions. You can also visit the courier’s website to arrange alternative options, such as leaving the parcel with a neighbor, in a safe place, or redirecting it to a parcel shop. Please note that redirects might add up to 24 hours to your delivery time.
You advertise next day delivery, but there’s no option at checkout?
Most items qualify for next day delivery, but certain products are shipped directly from suppliers and may not be eligible. That’s why you might not see the next day option for those specific items.
How do I know when my order has been dispatched?
We’ll email you a dispatch confirmation as soon as your order ships, and the courier will send tracking information by email. If you can’t find these messages, check your spam or junk folder just in case.
I received a text from the courier asking me to pay postage—what should I do?
Postage fees are covered when you place your order, so you’ll never be asked to pay anything extra for standard delivery. In rare cases, international deliveries may involve customs fees, but a courier shouldn’t request additional postage costs. If in doubt, contact us right away.
RETURNS AND DAMAGES
I received my order, but something is missing or incorrect.
First, check the delivery note in your parcel. If the missing item isn’t listed, it’s likely shipping from a different warehouse and will arrive separately. If the item appears on the note but is missing or incorrect, please get in touch—we’ll fix it as soon as possible.
What if my goods arrive damaged?
If you receive damaged goods, let us know within 5 working days. We may ask for photos of the damage and its packaging so we can resolve it quickly. Please hang onto the packaging and damaged items until we advise otherwise, as we may need them for verification. Claims made after 5 working days may not be accepted (your statutory rights still apply).
Will I get a VAT invoice?
Yes—once your items ship, we’ll email a VAT invoice to the address used for your order. Need another copy? Just reach out, and we’ll be happy to send one.
How long does a refund take?
Refunds are typically processed within 14 days of us receiving and inspecting your return. You’ll get your refund via your original payment method. For full details, see our Returns Policy.
Still have questions? Head over to our Live Chat, give us a call at 01803 666630, or use our Contact Form. We’re here to help!