My Order - FAQs

• What is a selected store and how do I change my store?

  If you have checked stock availability for a store or placed a collection order online, we remember this so that when you return to the site, you won't have to search for it again.

  The selected store can be changed at any time through the Store Locator, when you perform a stock availability check on a product or change store in the basket. If you change your store and have collection items in your basket, the store will update in the basket to reflect this.

• How do I add an item to my saved list and then view my list?

  Click on the product and you will have the option to add the item to your saved list. To view your saved list, either go to your account, where you will have the option to view your saved list or click on Checkout, where a link is available. You have the option to print your saved list and also place your order.

• Does Screwfix offer price matching?

  At this time, we are unable to offer price matching for orders placed online or by telephone. However, our stores are able to price match providing certain criteria is met and the terms and conditions are as follows:

  • Price match is available in store only (a discount will be applied to your purchase or a refund for the difference will be given, on receipt of accepted evidence).
  • Just let us know within 30 days of placing your order.
  • Applies to all high street retailers ("Competitors") with multiple stores nationwide (exclude internet only retailers, online marketplaces, auction sites or warehouse clubs requiring membership, or other companies within the Kingfisher Group).
  • The item must be packaged, sold as new and in store at the Competitors on the day you request a price match.
  • The price must be available to be verified at the time of price match.
  • Provide us with evidence of the lower price (website address or catalogue, leaflet or advert, which must be available to be verified at the time of price match).
  • Excludes Competitor promotions/discounted products, promotional and clearance events, offers involving vouchers or discount codes, bulk buys, delivery charges & key cutting services.
  • "Same" means identical, including brand, specification and colour (like-for-like).
  • Cannot be used in conjunction with any other Screwfix promotion, voucher or offer.

• The item I want is out of stock, when will it be back in?

  We aim to replenish out of stock items within 2-3 weeks, however, this timescale may be extended depending on the product and supply. As soon as replenishment stock is received our website and systems will be updated accordingly to reflect this. You can check stock for deliveries and in store collection at any time, by viewing the product and line and checking available against your chosen store.

  Alternatively, check out our recommended products as they may suit your requirements.

• The item I want is out of stock in my store, but in stock in another, can this be transferred?

  Currently we are unable to transfer available stock between our stores, however you can use our Store Locator to see if there is any stock in stores near to you.

  Also, if you’re in store, we can now check local availability, take payment and secure stock in another Screwfix store. Your order will be ready to collect from your selected store in as little as 1 minute, during store opening hours.

• How do I add my promotional voucher or code to my order and how do I know if it has been accepted?

  This can be applied within the checkout process on the ‘Your Basket Page’ please enter the code and then click apply code to proceed. If the code has been accepted you will see that the discount has been applied in your basket, a summary of the promotion will be displayed.

  To add a promotional voucher or code to your order in store or by telephone, please ensure that you provide the customer number detailed on the offer to the member of staff along with the code.

• My Promotion or Voucher code has not been accepted online, what do I do?

  The majority of codes supplied by Screwfix are linked directly to your registered account and can only be redeemed when placing an order under the same account to which it has been issued.

  If you are unable to redeem your code within your online account, please contact us with the full details so that we can resolve this for you.

• My order will not submit or I am receiving an error message, what do I do?

  There could be a number of reasons for this, first of all, if you are receiving an error message, please take a screenshot of this and keep a note of your browser and device, as this may be needed. Then clear your basket, fully log out and close the webpage and then delete your Screwfix temporary Internet files and Cookies. Then refresh the browser and log back in and try again. If you are still encountering an issue, please contact us.

• Can I amend my order after placing it?

  Due to the speed in which our orders are processed through our systems and distribution centres it is not possible to make any amendments after the order is placed.

  Please note that if your product has the lorry icon and is delivered directly by one of our approved suppliers, please see our Approved Supplier FAQs for more help.

• When will I receive my order confirmation email?

  Order confirmations are sent shortly after order submission to the registered email address against your account. In addition, a despatch confirmation will be sent for delivery to home orders.

  If your product has the lorry icon and is delivered directly by one of our approved suppliers, please see our Approved Supplier FAQs for more help.

• I've placed an order, why haven't I received my invoice yet?

  If you have registered an email address with Screwfix, your invoice for any delivered products to home or to store should be attached to the despatch confirmation email. For orders placed in store, you will receive a receipt at the point of purchase, copy invoices may also be available instore upon request, as instore for support.

  If no email address is registered, the invoice will be sent by post within 7 days to the main address registered on your account – this does not include orders placed instore.

  Please note that if your order has been paid for via the Trade UK account card, the invoice will be sent out separately by Trade UK within 7 days.

Were we able to answer your question? If not please Contact Us.