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 We have currently withdrawn from sale selected PPE products until further notice to ensure we can distribute this to where it is most in need.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.