COVID-19 Service Update (Including Bank Holiday Information)

Help & Contact

Customer Service Help & Support

Our teams have been working incredibly hard to respond to all enquiries throughout these unprecedented times and our priority is to help you as quickly as possible, endeavouring to respond within 7 working days.

To help us to achieve this we have had to prioritise. The things we can help with are:

  • Cancelling a Click & Collect Order
  • ‘Where’s my Order’ queries for orders over 3 working days
  • Website Queries
  • Returns Queries

If your enquiry is not regarding the above, we ask that you refrain from sending questions and requests, and instead refer to our website where you will find the most up to date information on our service, along with our self-help guides and FAQ’s.

At this current time, we will not be able to respond to the following:

  • Requests for PPE or face masks. We are sorry we haven’t got our usual stock available. Screwfix is currently ringfencing PPE to donate to frontline NHS staff. We have currently withdrawn from sale selected PPE products until further notice to ensure we can distribute this to where it is most in need. Thank you for your patience.
  • Unfortunately, we are unable to change any Click & Collect orders to home delivery, you can however, request a refund and place a completely new order.
  • Instructions on how to obtain a copy invoice or update your personal details/marketing preferences can be found in our Help Pages.
  • We cannot provide product recommendations for projects or jobs.
  • Our stock level and location information are accurate and up to date via the website. Please check the website for the information you need.
  • Deliveries may take slightly longer than normal, therefore please allow 3 working days before querying the status of your parcel. Tracking and despatch emails are accurate, please refer to these for the most up to date status and only travel to store when advised to do so to avoid a wasted journey.

We are doing all that we can to ensure we provide you with the right information and we thank you for your continued support and patience.

Can’t find the help you need above or want to speak to us directly? Please choose the most appropriate option below to get in touch...

COVID-19 Service Update:

Thank you for you patience while we’re working as quickly as possible to help our customers. We’d like to take this opportunity to thank you for your continued support through these unprecedented times.

Contact Us (General Enquiries)

Select this option if you have a general query that we haven’t been able to resolve using the FAQ section above. Please supply as much information as possible to help us help you.



Telephone

COVID-19 Service Update:Our Contact Centre is closed until further notice. Thank you for your patience and understanding.

Stores

COVID-19 Service Update:COVID-19 Service Update: Our stores current operating hours are 8am-5pm Mon-Sat and 9am-4pm Sun (NI 1pm-6pm). Please see our Covid-19 Service Update page for any changes to your local store opening hours.

Where possible please use our Click & Collect service for essential purchases, this way you can browse safely on your device, order your products and collect with as little social contact as possible.

Need to let us know your experience wasn’t as expected? (Making a Complaint)

At Screwfix, we take customer service very seriously; it’s at the heart of what we do. Whilst we hope you never experience a problem with our products or service, we appreciate that occasionally things can go wrong. Should this happen we want to hear from you so we can put things right.

In the first instance please contact us as soon as possible using the link below, making sure to include as much information as possible regarding the problem.


Still not fixed? Let us know! (Escalating your complaint)

If you have already contacted our teams with your complaint and it has not been resolved to your satisfaction our Director of Customer Service and Complaints will step in.

Please provide all the information about your complaint along with your order reference and customer number, if known, to enable Mary and her team to investigate and respond.

Contact Mary

Or write to Mary at:

Complaints Resolution Team
Screwfix Direct Limited
Trade House
Mead Avenue
Yeovil
Somerset
BA22 8RT