FAQs
Quick answers to the questions we are asked most about ordering, delivery, collection, returns and trade orders at DIYSmith. If your question is not here, email support@diysmith.co.uk and we aim to reply within one working day.
Ordering
Do your prices include VAT?
Yes. All prices on DIYSmith include VAT at 20%. The price without VAT is shown under each price.
How do I pay?
You pay securely at checkout using the payment methods shown there. We do not see or store your full card details.
Can I change or cancel my order?
Email us with your order number as soon as possible. If your order has not been dispatched we can usually change or cancel it; once dispatched, you can return it under our returns policy.
Do you have a shop I can visit?
We are an online store, but you can collect orders free from our Manchester collection point at Unit 2, 50 Derby Street, M8 8HF. Choose Pick up at checkout and wait for our ready for collection email.
Why do some items say Over 18 only?
By law we cannot sell knives, bladed items, corrosive products, lighters or butane refills to anyone under 18, or aerosol spray paints to anyone under 16. You confirm your age before adding these items to your basket, and we may ask for photo ID on delivery or collection.
Delivery and collection
How much does delivery cost?
Standard delivery is £4.99 and is free on orders of £50 or more. Express delivery is £6.99. Click & collect from Manchester is free.
Why are some items collection only?
Some items are too long, bulky or heavy to post, such as timber, pipe and trims over about 120cm, kitchen units, worktops, ladders and bagged building materials. These are marked Collection only and must be collected from our Manchester collection point, usually the next working day.
When will my order be dispatched?
Orders placed before 1pm, Monday to Friday, are dispatched the same working day. Later orders and weekend orders are dispatched the next working day.
How long does delivery take?
Standard delivery arrives 2-3 working days after dispatch, and Express arrives the next working day after dispatch. For example, a Monday 11am order is dispatched on Monday and arrives on Wednesday or Thursday by Standard delivery.
Do you deliver outside the UK?
No. We deliver to mainland Great Britain and Northern Ireland only. Some Scottish Highlands and Islands postcodes may take longer. We do not deliver to the Isle of Man or the Channel Islands.
How do I track my order?
We email you when your order is dispatched, with a tracking link where the courier provides one.
Returns
Can I return something I no longer need?
Yes. Tell us within 14 days of delivery, then send the item back within a further 14 days. You may check an item as you would in a shop; if it has been used more than that, we may reduce the refund to reflect any loss in value. You pay the return postage.
What if my item is faulty or damaged?
Email us within 30 days of delivery with your order number and photos. We will refund or replace the item and cover the return postage.
Is there anything I cannot return?
Tinted or mixed paint, opened sealants, adhesives and chemicals, and cut-to-size goods cannot be returned for a change of mind. This does not affect your rights if they are faulty.
Products and trade
Which brands do you sell?
We sell trusted trade and DIY brands supplied through a UK trade wholesaler. See our brands page for more.
Can I get a safety data sheet?
Yes. Email us the product name or link and we will send the safety data sheet where the manufacturer provides one.
Can you help me choose the right product?
Yes. Email us with what you are working on, the surface or size, and any photos, and we will suggest suitable products from our range.
Do you take trade or bulk orders?
Yes. Email us your product list, quantities and delivery postcode and we will send you a bulk quote. See trade and bulk orders.