Welcome to DIY Direct Customer Services
Frequently Asked Questions
The most frequently asked questions are shown below, while beneath those you will find links to information you may find helpful while using the DIY Direct website.
What is the 30 Day Money Back Guarantee policy?
Our 30 Day Money Back Guarantee policy means that if you change your mind about an item you have bought and you have not used it, simply use the Returns process to return the item within 30 days of receiving it. Once we receive the item we will give you a full refund.
How do I return an item?
Please use our Returns process.
I have forgotten my password.
Please click on the 'Sign In' icon at the top of the page, click on the 'Forgot your password?' link and follow the instructions.
How do I know whether an item is in stock?
If an item is available to buy on our website then we have it in stock and the amount available to buy is shown alongside. Out of stock items are marked as such and you cannot add them to your shopping trolley.
How can I track my order?
If your order is despatched from our warehouse on a tracked service then your despatch confirmation email will include a link to the consignment tracking information on the carrier website. If there is no link in your email then your order has been despatched by Royal Mail 1st class, in which case no tracking information is available. Alternatively, visit your My Account page, access the My Orders section, view the order you wish to track and from within the Shipments tab use the link to 'Track this delivery'.
How do I cancel an order?
You can cancel an order any time between receiving the order confirmation email and receiving the order despatch confirmation email. Notify us as soon as possible by sending an email to firstname.lastname@example.org and including your name, order number and a brief explanation and we will do our best to stop it being despatched.
Do you have any promotions?
Yes, we often have individual items on special offer and occasionally we run promotions on a particular product group or even all of our items. Promotions change all the time, so keep checking our website and look out for information in our newsletters!
Do you have a newsletter I can I sign up to? How often is it distributed?
Yes, our newsletter is full of lots of useful information such as deals, product news, offers and other useful information and currently it is emailed once a month.
Ordering and Payment
General InformationAbout DIY Direct
Terms & Conditions
To place an order on DIY Direct you will need to register.
Creating an account is a straightforward process that should take less than a minute. It is secure and we will never share your details with anyone else.
To register, click here or click on 'Sign In' icon at the top of the page and choose 'Sign Up'. It is also possible to register during the checkout process when placing an order.
Benefits of registering include:
- Not having to re-enter delivery and billing details each time you order
- Easily manage your account details
- Manage multiple delivery addresses
- View your order history
- View and manage returns
- Create and manage wish lists
- Save payment method details for future orders for even faster checkout
Login to manage your account using the Sign In icon at the top of the page.
Details of the features available in your account dashboard are below.
Managing Your Details
- Addresses (Billing and Delivery) - click on 'Address Book'
- Name, Email and Password - click on 'Account Information'
- Payment Cards - click on 'Stored Payment Methods' (Delete any payment cards you asked our payment partners to store during previous checkout. DIY Direct does not store your card details and from this page you can only delete previously saved cards)
- Newletter Subsciption - click on 'Newlsetter Subscriptions' if you wish to start, or stop, receiving the DIY Direct newsletter.
View My Orders to:
- View Order - provides full details of an order plus access to Invoices and Shipping/Tracking Information
- Reorder - merges all items from that order into your current basket. All prices will reflect current prices. If a product is no longer available you will be notified.
- Track an order - click on View Order and view the Shipments tab. Links will take you to the carrier website where you can check on the delivery progress of your order.
Saving your Basket
If you would like to save the contents of your shopping basket to complete your order at a later time, view your basket and click on the 'Save Basket' button found below the list of products. Name the basket and if you wish, share a link to it.
Restoring a Basket
From your Account - View 'My Saved Baskets' and select the basket to restore (products will be added to your current basket)
From an email - Click on the link within the email to restore the basket (products will be added to your current basket)
Managing Your Saved Baskets
View 'My Saved Baskets' to:
- View a previously saved Basket
- Restore a previously saved Basket (adds it to your current basket)
- Delete a previously saved Basket
- Share a link to a previously saved Basket
WISH LIST PRODUCTS
Your Wish List enables you would to keep track of the products you are interested in.
Adding a product to your Wish List
To add a product to your wish list, view the product page and click on the 'Add to wishlist' button found below the price and stock information.
Manage your Wish List
You can add comments and adjust the quantity of an item that you are interested in e.g. if you have a repeat requirement for more than one. Simply make your change and click on 'Update Wish List'
To view a product's details click on the product name.
To add one or all of the products to your basket click on the orange Add to Basket icon alongside a product or to add ALL products use the 'Add All To Basket' links found at the top and bottom of the list of products.
To remove an item from your wish list, either use the 'Remove Item' link when viewing the list of items, or click the item to view it, then click on the 'Remove from my wishlist' button found below the price and stock information.
You can also share your wish list using the links found at the top and bottom of the list of products
Full details of our Returns process can be found here.
To request return of an item, from My Orders, choose the 'Return' link alongside the appropriate order. Review the instructions and select the item(s) you wish to return and provide the information requested to submit your request.
To view the history and status of ongoing or previous returns requests view 'My Returns'
If you have used a particular product and you would like to share your experience or opinion of it with us and with other customers, we would be delighted if you would leave a review of it.
The item you review does not need to have been purchased from us, but before you can submit a review you will need to have registered with DIY Direct.
To add a review - Simplest is to search for the product and add a review from its product page. Alternatively if it's an item you have previously purchased, view My Orders, select the Order containing the item and from the list of ordered products use the 'Click here to write a review for this product' link. Note that only products currently on sale on the site have the option to add a review.
To view reviews you have submitted view your Account Dashboard and click 'My Product Reviews'
Secure Ordering and Payment
Security is of the utmost importance to us and ours is exactly the kind of company we would want to buy from if we were making an online purchase.
When you pay for your order at DIY Direct we cannot see your payment card details, we cannot access them and we do not store them. Instead, payment is handled by a leading payment processor who are as secure as it is possible to be, so you have the reassurance of knowing your details are safe when you place an order on our website.
Payment can be made by Mastercard, Visa (not Electron) and Maestro. Unfortunately we cannot accept American Express because it is too expensive for us to do so.
Unwanted electrical equipment is the UK's fastest growing source of waste. Many electrical items can be repaired or recycled, saving natural resources and the environment. If you do not recycle electrical equipment it will end up in landfill where hazardous substances will leak out and cause soil and water contamination – harming wildlife and also human health.
To remind you that old electrical equipment can be recycled, it is now marked with a crossed‐out wheelie bin symbol.
Please do not throw any electrical equipment (including those marked with the crossed out wheelie bin symbol) in your bin.
DIY Direct is a responsible retailer and is compliant with the EU Waste Electrical or Electronic Equipment (WEEE) Directive, which requires member states to maximise the separate collection and environmentally friendly processing of electrical items.
Customers buying new electrical equipment from DIY Direct can send their old item to us for recycling when purchasing an equivalent new item from us. When placing your order, please use the Comments/Notes section of the order page to inform us you wish to send us an item, detailing exactly what the type, make and model of the item is and which item on your DIY Direct order it is equivalent to. We will then provide you with details of where to send it.
Payment of postage to send the old item to us is your responsibility.
Alternatively, you can take items to your local recycling centre for them to be processed.