FAQs

GENERAL STORE INFORMATION

What is London Wholesale?
London Wholesale is an online hardware and DIY supplier operated by LONDON WHOLESALE DIY LIMITED. We provide trade-quality tools, hardware fixtures, building materials, and DIY supplies across the United Kingdom.

Where is your business located?
Our registered office and store address is 60-62 Plashet Rd, London E13 0RQ, United Kingdom.

How can I contact customer support?

  • Telephone: +44 20 8552 0112

  • Email: info@londonwholesale.shop

  • Live Chat: Available 24/7 on our website

  • Operating Hours: Monday to Friday, 9:00 AM – 5:00 PM GMT

ORDERING & PAYMENTS

What payment methods do you accept?
We accept major Credit Cards (Visa, Mastercard, American Express), Debit Cards, and Shop Pay.

What currency are your prices in?
All prices are displayed and charged in British Pounds (GBP - £) and include applicable UK taxes.

Is my payment information secure?
Yes. All transactions are encrypted using 256-bit Secure Sockets Layer (SSL) technology and processed through Level 1 PCI-DSS compliant payment gateways. We never store your full payment card details.

Can I modify or cancel my order after placing it?
If you need to make changes or cancel an order, please contact our support team immediately. Because orders enter our dispatch process quickly, cancellations can only be completed before the parcel is prepared for dispatch.

SHIPPING & DELIVERY

Where do you ship?
We deliver exclusively to addresses within the United Kingdom. We do not offer international delivery.

How much does shipping cost?
Standard delivery is completely FREE on all UK orders with no minimum order value required.

What is the order cut-off time?
Our daily order cut-off time is 2:00 PM GMT, Monday through Friday. Orders placed after 2:00 PM or during weekends will be processed on the next business day.

What are your handling and delivery times?

  • Handling Time: 1 to 2 business days (Monday – Friday)

  • Transit Time: 3 to 5 business days (Monday – Friday)

  • Total Estimated Delivery Time: 4 to 7 business days

Which couriers do you use?
We dispatch consignments using established UK logistics services, including Royal Mail, Evri, and DPD UK.

How can I track my parcel?
Once your package is dispatched, we will send an automated shipping confirmation email containing your tracking reference code and carrier portal link.

RETURNS, EXCHANGES & REFUNDS

What is your return period?
You have 30 calendar days from the date of confirmed delivery to request a return or product exchange.

Do I have to pay for return shipping?
No. Return shipping is completely FREE for both defective/damaged products and customer remorse (such as ordering the wrong size or changing your mind). We provide a prepaid shipping label.

Is there a restocking fee?
No. We charge a £0.00 restocking fee. There are no administration or restocking charges.

What is the return method?
All returns are conducted by mail using a download-and-print prepaid return label.

How do I request a return?

  1. Contact us at info@londonwholesale.shop or via 24/7 Live Chat with your order number.

  2. We will issue a prepaid return shipping label via email.

  3. Download and print the label, affix it securely to the package, and hand it to the designated courier.

What condition must items be in?
Items must be unused, in their original packaging, and contain all parts, accessories, manuals, and protective fittings. Power tools and machinery must not have been fueled, oiled, or operated.

How do exchanges work?
If you request an exchange, we will dispatch your replacement product as soon as the returned parcel is scanned into the courier's tracking network.

How long does a refund take?
Once your return is received and inspected at our depot, approved refunds are remitted to your original payment method within 10 business days.

DAMAGED OR DEFECTIVE GOODS

What should I do if my order arrives damaged or faulty?
Please inspect your shipment upon arrival. If an item is damaged or defective, notify us within 48 hours at info@londonwholesale.shop with your order details and photos of the fault. We will provide a prepaid return label and arrange an immediate replacement or full refund.