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Help & Contact

FAQ's

Providing great service to our customers is important to us and we aim to make things as easy as possible so, if you have a query or need help with an issue, please see our helpful FAQ's sections below as this is the fastest way for you to access the information you require.

Contact Us

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 go wrong.

If you have a general enquiry that you haven’t been able to resolve using the FAQs section above or you simply want to let us know about your experience, good or bad, choose the type of enquiry from the drop down below providing us with as much information as possible.

Please note: If your enquiry is related to a delayed delivery, please be aware that due to increased demand for our home/site delivery and delivery to store service, your order may take longer than expected to reach you. We apologise for any inconvenience caused and to assist, we would advise the following:

  • Tracking information for home/to site deliveries can be located via the link to the Parcelforce website, the link can be found in your despatch email
  • For deliveries to store, we’ll send an SMS when your order is ready to collect, to avoid an unnecessary journey we advise not to travel to store before receiving the ‘Collection Ready SMS’

If you need to return a product for refund, our stores are processing these as normal, if you’re unable to get to one of our 700 stores you can request a refund using the option in the contact forms below. Please note, any requests for refunds using the below option will take approximately 5 days upon receipt of the request to be processed.



Telephone

Service Update:UK based Contact Centre is now open, you can reach us on 03330 112 112. Please be aware that due to a high demand of enquiries we are busier than normal, to try and avoid our peak period call pre 10am and after 4pm, please check our FAQ’s above for more information. We thank you for your patience at this time.

Stores

Service Update: Our stores will be open from 7am-8pm Mon-Fri, 7am-6pm Sat and 9am-4pm Sun (NI 1-6pm). *Local restrictions apply

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. We endeavour to get back to you within 2 working days.

Contact Mary

Or write to Mary at:

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