Frequently Asked Questions
You should find answers to the most frequently asked questions in this FAQ
What payment types can I use?
We accept most of the leading debit and credit cards in the market today
When is my card debited?
We take an initial authorisation at the time of order; this ensures you have available funds in your account. We request payment from your card provider when we have actually shipped the goods.
What Payment system do you use?
We use Sage Pay. This is a class leading payment system with very strong security measures. It is widely used by many of the largest Internet retailers around the world.
What is verified by Visa and Securecode?
This is a security system introduced by MasterCard and Visa to combat online credit card fraud. By using a password and other information this system greatly reduces the chance of your cards being used fraudulently. Tool-Line is fully compliant with these new security systems.
Where do I find my CVV2 Number?
The CVV2 Number is the security number found on the reverse of your card. It is usually on the signature strip or just after it. Only the last three make up the CVV2 number.
Why does my first order have to be delivered to my Credit/Debit card billing address?
This is for security purposes, we need to verify you are the genuine cardholder and that you have a valid billing address.
Once we have successfully delivered to your billing address we will lift this restriction.
What happens to my order if I am not in when the courier attempts to deliver it?
The courier/Royal Mail will leave you a calling card giving details of the delivering depot. Usually they will re attempt to deliver it the next day. If you think you are unlikely to be in again, please contact the couriers or Post Office directly.
Can I cancel my order?
If you wish to cancel an order you must contact us immediately, our systems are automatic so once an order enters the system it is quite hard to stop it. If the item has not been dispatched we can cancel the order no problem. If the item has been dispatched then we can arrange to take it back for credit.
Please do not refuse the delivery as we are charged by our couriers for any non-deliveries.
I bought an item and I want to return it.
No problem, Just call us on 01702 391791 and we will be quite happy to accept the item back for exchange or refund. We will not refund the original shipping charge and we unfortunately will not pay the shipping charge back to us. Once we receive the item back we will process the refund or exchange.
I bought an item and it is faulty.
In most cases we will either refund or replace the faulty item. We do however reserve the right to repair it at no cost to you.
Please contact us on (01702) 391791 and we will advise you the best course of action.
I wish to make a customer complaint.
If you wish to make a complaint please call 01702 391791, alternatively to send a complaint in writing please post to the address below;
480-486 London Road
Tool-Line pledge to respond to your complaint fairly and promptly.
Do you have a shop?
Yes, Tool Line was established in 1993 and we operate from a retail premises in Westcliff-on-Sea, Essex where our stores and showroom hold an extensive range of tools and ancillary stock. Our well-equipped workshop is also able to provide our customers with a full spares and repair service for all of the power tool products we offer. Our proud company motto is ,”Tool-Line, for speed, service and value” and we do everything in our power to uphold those words.
Does Tool Line comply with the WEEE policy?
Information about WEEE can be found here.
Can I view your legal terms and conditions?
Our full legal terms and conditions which take precedence over any other statement on this website can be viewed by clicking here