Order Issues

If something is wrong with your order, please let us know so we can look into it and put things right.

This page covers common order issues such as missing items, wrong items, incomplete orders, delayed deliveries and payment/order confirmation problems.

Before contacting us

Before getting in touch, please check:

• Your order confirmation email
• Your order details page using the View Order Details button in your confirmation email
• Any dispatch or tracking emails
• Any courier notifications by email, text or app
• Whether your order has been sent in more than one parcel
• Whether any items are being dispatched directly from a supplier

Some orders may arrive in separate parcels or on different days, especially if they contain multiple items, large items, restricted products or supplier-direct items.

Wrong item received

If you have received an item you did not order, please contact us as soon as possible.

Please include:

• Your order number
• The item you expected to receive
• A description of the item you received
• Photos of the item received
• Photos of the packaging and product label, where available

Once we have reviewed the issue, we’ll confirm the next steps. Where the wrong item has been sent in error, we’ll arrange a suitable resolution, such as sending the correct item, arranging return of the incorrect item, or issuing a refund where appropriate.

If the incorrect item needs to be returned, this will be arranged at no cost to you.

Missing item

If an item appears to be missing from your order, please first check whether your order has been split into more than one parcel.

You may receive separate dispatch emails, tracking updates or courier notifications for different parts of your order.

If you have checked your order details and tracking information and still believe an item is missing, please contact us with:

• Your order number
• The item you believe is missing
• Details of what was received
• Photos of the parcel contents
• Photos of the outer packaging and delivery label, where available

We’ll investigate with our warehouse, courier, store or supplier depending on how your order was fulfilled.

Incomplete item or missing parts

If an item has arrived but parts, accessories, fixings, manuals or components are missing, please contact us as soon as possible.

Please include:

• Your order number
• The product affected
• Details of what is missing
• Photos of the item and packaging
• A photo of any parts list or instruction manual, if available

Depending on the product and stock availability, we may be able to arrange replacement parts, a replacement item, supplier support or another suitable resolution.

Order not arrived

If your estimated delivery date has passed and your order has not arrived, please check your order details page and any courier tracking information first.

Tracking information may show whether your parcel is:

• Still in transit
• Delayed
• Awaiting courier scan
• Out for delivery
• Delivered to a neighbour or safe place
• Redirected to a pickup point
• Being returned to sender

If tracking has not updated, shows a delivery issue, or you cannot locate your parcel, please contact us with your order number and tracking details, if available.

We’ll look into this with the courier, supplier or store depending on how your order was dispatched.

Tracking says delivered, but I don’t have my parcel

If tracking shows your parcel as delivered but you have not received it, please check:

• Your safe place
• With neighbours
• Around your property
• Any building reception, concierge or mail room
• Any courier delivery photo, GPS location or delivery notes

If you still cannot find the parcel, please contact us as soon as possible with your order number and tracking details.

We may need to raise an investigation with the courier.

Damaged item

If your order has arrived damaged, please see our Damaged Products guidance.

Please keep the damaged item and all packaging until we confirm the next steps, as photos or packaging may be needed for a courier or supplier claim.

Faulty item

If your item is not working as expected or develops a fault, please see our Faulty Products guidance.

For Click & Collect orders, faulty items must be returned through the store they were collected from so the store can check the item and contact Home Hardware Direct where needed.

Payment taken but no order confirmation

If payment appears to have been taken but you have not received an order confirmation email, please contact us before placing another order.

This helps us check whether your order was created successfully and avoids duplicate orders being placed by mistake.

Please include:

• Your full name
• Your postcode
• The email address used at checkout
• The approximate order time
• The payment method used
• Any payment confirmation or transaction reference you have

Duplicate order placed

If you think you have placed the same order more than once, please contact us as soon as possible.

If the duplicate order has not yet been processed or dispatched, we may be able to cancel it.

Once an order has been dispatched, we may not be able to stop it and you may need to follow our returns process.

Click & Collect order issues

For Click & Collect orders, your selected store will usually be your first point of contact.

Please contact the collection store if:

• Your order is ready but there is an issue at collection
• The wrong item has been supplied
• An item is missing
• An item is faulty after collection
• You need to arrange a return after collection

After collecting your order, you’ll receive a Thanks for collecting your order email. At the bottom of this email, you’ll find options to Arrange a return or Call the store.

If your issue has not been resolved by the store, please contact our customer service team with your order number, collection store, product details and a summary of what has happened so far.

Supplier-direct order issues

Some products may be dispatched directly from one of our suppliers.

Supplier-direct items may arrive separately from the rest of your order and may have different tracking updates, delivery timescales or courier arrangements.

If there is an issue with a supplier-direct item, please contact us with your order number and details of the issue. We’ll liaise with the supplier where needed and confirm the next steps.

Need help?

To help us resolve your order issue as quickly as possible, please contact us with:

• Your order number
• The product affected
• A clear description of the issue
• Photos or videos, where helpful
• Tracking details, if available
• Your preferred contact details

The more information you can provide, the quicker we can investigate and confirm the next steps.

Last updated 06/07/26