Help & Contact

Customer Service Help & Support

Our teams are working incredibly hard to respond to all enquiries during this crisis and our priority is to help you as quickly as possible, endeavouring to respond within 7 working days. We’re sorry if we’ve not reached our usual level of service but we can assure you that we are doing all that we can to help during this time. Thank you for your understanding.

To help with the high volume of enquiries we have had to prioritise. Please see below the enquiries we can respond to at this time:

  • 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 please refer to our website where you can find the most up to date information on our service, along with our self-help guides and FAQ’s.

Sorry for any inconvenience and thank you for your continued support.

We’re sorry, we will not be able to respond to the following enquiries on an individual basis, hopefully the answers below will help.

  • Requests for PPE or face masks. We are sorry we do not have our usual stock available. Screwfix is ringfencing PPE to donate to the NHS for distribution in hospitals, hospices and care homes. We have currently withdrawn from sale selected PPE products until further notice to ensure we can distribute this to where it is most in need.Thank you for your understanding.
  • Unfortunately, we are unable to change any Click & Collect orders to home delivery, please keep the receipt and we can process a refund when normal trading resumes. In the meantime you can place a new order for home delivery.
  • 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 at this time.
  • Our stock level and location information are accurate and up to date on 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. We’re sorry for any inconvenience this may cause. Our tracking and despatch emails are accurate, so 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 we can to help keep you supplied and safe. We would like to thank you for your patience and understanding.

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...

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.

Trade Customers

If your enquiry is about your Plumbfix/Electricfix promotion, you will need to be logged into your Plumbfix/Electricfix account online to enable redemption of the offer. If you’d still like help with this enquiry please send us an email using the option below.


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


Service Update:Stores current operating hours are 8am-5pm Mon-Sat, except Wed stores close at 4pm to support our colleague Wellness Hour, and 9am-4pm Sun (NI 1pm-6pm)

Please use Click & Collect for safe contactless pick up at store.

Please see our Service Update for further details.

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

If you have already contacted our teams with your enquiry 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
BA22 8RT