Frequently Asked Questions

DELIVERY

1.  HAS MY ORDER BEEN SHIPPED OUT YET?

As soon as your order is dispatched from our Warehouse, you will be sent an email to confirm that it is on its way. This will be sent to the e-mail address provided when placing your order.

Once dispatched items will be delivered within the timescale stated for the delivery option selected. If your order is trackable you can check it's progress by logging into your account.
 
2.  I HAVE RECEIVED A FAULTY ITEM
 
We want all our customers to be happy with their purchases however should you discover a fault to enable us to resolve the issue promptly please contact our Customer Service Team as soon as possible.

By Phone: 0845 873 5667 9am -5pm Monday to Friday (Excluding bank holidays)

By e-mail: customerservices@robertdyas.co.uk - please include order number and description to avoid any delays

3.  I HAVE RECEIVED AN INCORRECT ITEM IN MY ORDER

We are sorry if you have received an incorrect item in your order, to enable us to resolve the issue promptly please contact our Customer Service Team as soon as possible.

By Phone: 0845 873 5667 9am -5pm Monday to Friday (Excluding bank holidays)

By e-mail: customerservices@robertdyas.co.uk - please include order number and description to avoid any delays

4.  AN ITEM IS MISSING FROM MY ORDER

To ensure you receive your items as soon as possible we will occasionally dispatch items separately. Any missing or to follow items will be clearly marked on your packing note.

If your order contains items from a third party supplier, these will be dispatched separately.

Please check the delivery notes from each part of your order to make sure you are not missing anything.

If you discover something is missing then please contact our Customer Service Team as soon as possible.

By Phone: 0845 873 5667 9am -5pm Monday to Friday (Excluding bank holidays)

By e-mail: customerservices@robertdyas.co.uk - please include order number and description to avoid any delays

5. UK STANDARD DELIVERY

Standard deliveries are typically made within 3 to 5 working days after the day you place your order [excluding Weekends and Bank Holidays]

The cost of UK Standard Delivery is £4.99 and your order will be sent via one of two couriers depending on size and weight.

Smaller/lighter items are delivered by Yodel. Online order tracking is available via your Robert Dyas account.

Larger items are usually delivered by Nightfreight. On line order tracking is not available for Nightfreight deliveries, but you can contact Night Freight direct

By Phone: 01992 474004.

Your order can be delivered anytime between 8am and 7pm and for security purposes a signature will be required on receipt. Alternatively if your order  is delivered by a third party supplier your order can  be delivered anytime between 9am and 5pm.

If you are not available to take delivery of your order, the carrier will leave a calling card to enable you to contact your local delivery depot and rearrange delivery.

Unfortunately we cannot deliver on Public/Bank Holidays or Sundays. Such deliveries will be made on the next working day.

For more information on deliveries click here

6. UK NEXT DAY DELIVERY

If you place your order by 2pm Monday to Friday for Next Day Delivery, you will receive your goods the next working day. Working days are Monday to Friday 8am-7pm, excluding Public/Bank Holidays. If you place your order between 2pm Friday and Sunday, you will receive your goods on Tuesday.

The cost of Next Day Delivery is from £6.95 depending on the size and weight of the item. Your order will be sent via one of two couriers depending on size and weight.

Large/bulky items are usually delivered by Nightfreight. Online order tracking is not available for Nightfreight deliveries, but you can contact Night Freight direct.

By phone: 01992 474004.

Smaller/lighter items are delivered by Yodel. Online order tracking is available via your Robert Dyas account.

Your order can be delivered anytime between 8am and 7pm and for security purposes a signature will be required on receipt. Alternatively if your order  is delivered by a third party supplier your order can  be delivered anytime between 9am and 5pm.

If you are not available to take delivery of your order, the carrier will leave a calling card to enable you to contact your local delivery depot and rearrange delivery.

Unfortunately we cannot deliver on Public/Bank Holidays or Sundays. Such deliveries will be made on the next working day.

7. UK NOMINATED WORKING DAY DELIVERY

Nominated working day enables you to choose any day for delivery Monday to Friday, up to 30 days in advance (excluding Sundays).

The cost of Nominated Working Day Delivery is from £6.95 depending on the size and weight of the item.

Smaller/lighter items are delivered by Yodel. Online order tracking is available via your Robert Dyas account.

Large/bulky items are usually delivered by Nightfreight. Online order tracking is not available for Nightfreight deliveries, but you can contact Night Freight direct on 01992 474004.

Your order can be delivered anytime between 8am and 7pm and for security purposes a signature will be required on receipt.

If you are not available to take delivery of your order, the carrier will leave a calling card to enable you to contact your local delivery depot and rearrange delivery.

Unfortunately we cannot deliver on Public/Bank Holidays or Sundays. Such deliveries will be made on the next working day.

8. UK SATURDAY DELIVERY

If you place your order by 2pm Friday for a Saturday delivery, you will receive your goods the following day (Saturday), excluding Public/Bank Holidays. If you place you order after 2pm Friday the option will show for the Saturday the following week.

The cost of a Saturday Delivery is from £8.95 depending on the size and weight of the item.

Smaller/lighter items are delivered by Yodel. Online order tracking is available via your Robert Dyas account.

Large/bulky items are usually delivered by Nightfreight. On line order tracking is not available for Nightfreight deliveries, but you can contact Night Freight direct by phone on 01992 474004.

Your order can be delivered anytime between 7am and 9pm and for security purposes a signature will be required on receipt.

If you are not available to take delivery of your order, the carrier will leave a calling card to enable you to contact your local delivery depot and rearrange delivery.

Unfortunately we cannot deliver on Public/Bank Holidays or Sundays. Such deliveries will be made on the next working day.

9.    INTERNATIONAL DELIVERY INFORMATION

Unfortunately we are not able to deliver internationally. We hope to  be able to do  so in the future.

10.    HOW DOES YOUR DELIVERY SERVICE WORK?

At Robert Dyas we know how important it is to receive your goods when you expect them, especially if you have ordered something for a specific occasion. We use two couriers to deliver goods: Yodel and Night Freight. Night Freight usually delivers the larger or bulky orders, whilst Yodel deliver the smaller or lighter orders. In edition some of our products are delivered by third party suppliers.
 
We allocate the courier we believe will deliver your order to you in the quickest time depending on the size and weight of your order.

11.    DO YOU DELIVER TO WORK ADDRESSES?

We can deliver to your permanent residential address or your place of employment. If you choose for your delivery to reach you at work, please be sure that someone will be there to take receipt of the goods as the courier will deliver to the location not the person. Please note a signature will be required on receipt.

Is your place of employment at a PO Box address? See section ‘DO YOU DELIVER TO P.O. ADDRESSES ?’ (link to below)

12.    DO YOU DELIVER TO B.F.P.O. ADDRESSES?

Sorry, but we currently do not offer a delivery service to B.F.P.O. addresses.

13.    DO YOU DELIVER TO P.O. BOX ADDRESSES?

Sorry, but for security reasons we currently do not offer a delivery service to P.O. Box addresses.

RETURNS

1.    OUR RETURNS POLICY

In addition to the Distance Selling Regulations, Robert Dyas operate a 28 day refund or exchange policy. We are happy to exchange or refund any unwanted product provided that it is returned to us within 28 days of receipt unused and in it’s original undamaged packaging with a proof of purchase. (ie. Order number, order confirmation or packing note)

Please note that in the interests of hygiene, certain items (e.g. clothing) cannot be returned, unless they have remained in their original wrapping or are faulty. This does not apply to faulty food items.

Returned goods are your responsibility until they are acknowledged as received at our warehouse. Please ensure you package your return to prevent any damage to the items or boxes. We are not responsible for any items that are returned to us in error.

Click here to download a returns form or use the form on your delivery and returns note, enclosed with your goods. We recommend you obtain proof of posting. Our returns address is: 

Robert Dyas Internet Warehouse
Unit 5
Swallowfield Way
Hayes
Middlesex
UB3 1DQ

Please ensure all returned parcels are accompanied by a returns reference (RMA which can be obtained from Customer Services) and a returns form.

We also accept cancelled orders under the Distance Selling Regulations – Please click here for more information

2 . HOW DO I RETURN AN ITEM?

Most goods can be returned to your local Robert Dyas Store for an exchange or refund with a proof of purchase.

Alternatively you can return online purchases by post to our warehouse.
It is very important when returning an item by post to include the following:

- Order number it relates to, it is marked with a RMA (provided by our Customer Services Team),
- Full personal details
- Reason for the return and whether you require a refund or an exchange.

With this complete information we can correct action without delay.

It can take up to 7 days for us to receive your return. However once we receive them, we will inspect and process the goods within 72 hours, and should replacements be required these will be dispatched as quickly as possible.

Any refund will automatically be issued to the card used to make the original purchase and in the event, we are unable to provide a suitable replacement we will automatically refund you and let you know via email.

In all cases, the items returned must be unused and in their original undamaged condition. All goods will be inspected on return and any item in unsuitable condition will be returned to you.

Alternatively most goods can be returned to your local Robert Dyas Store for an exchange or refund. These need to be accompanied by a proof of purchase.

Please note that products purchased by PayPal and returned to your nearest store will only be refunded when the goods are returned by the store and received by our internet warehouse.

For more information on our returns policy, just click here.

3. WHERE CAN I GET A RETURNS FORM ?

Don't worry if you can't find your returns form, simply click here to access the relevant form and follow the instructions, not forgetting to make note of your order and RMA number as we need your details to process any return. Then pop the note in your parcel with your goods.
   
4.    MY RETURN WAS PROCESSED BUT I WASN'T REFUNDED MY DELIVERY CHARGE

We will refund you what you paid for the goods but not the delivery charge except in cases where the order was cancelled under the UK Distance Selling Regulations or the entire order was faulty.

5.    I HAVE BEEN REFUNDED THE INCORRECT AMOUNT

If you believe a mistake has been made on your refund, please contact our Customer Service Team who will aim to rectify the situation for you as soon as possible.

By Phone: 0845 873 5667 9am -5pm Monday to Friday (Excluding bank holidays)

By e-mail: customerservices@robertdyas.co.uk - please include order number and description to avoid any delays

Please note the following may affect the amount you have been refunded:

-    The delivery charge, which would only be refunded under cancelled orders made under Distance Selling Regulations or if the goods are faulty.

-    Any discounts that were applied at the time of sale, which may not now be applicable now.

6.    HAVE YOU RECEIVED MY RETURNED GOODS?

If you have returned your parcel using Recorded Delivery or another service that can be tracked, please give us the reference number when you contact us.

By Phone: 0845 873 5667 9am -5pm Monday to Friday 

By e-mail: customerservices@robertdyas.co.uk - please include order number and description to avoid any delays.

7.    I RETURNED AN ITEM AND IT WAS INCORRECTLY REFUNDED OR REPLACED.

We apologise if we have made a mistake when processing your request.

If you were expecting a replacement and received a refund instead, this maybe because we were unable to exchange the item for what you wanted. In this instance we would automatically issue you with a refund so you have the choice to purchase an alternative product if required.

If you were expecting a refund and we sent you replacement goods, please contact our Customer Services Team.

By Phone: 0845 873 5667 9am -5pm Monday to Friday (excluding bank holidays)

By e-mail: customerservices@robertdyas.co.uk - please include order number and description to avoid any delays

8.    CAN I RETURN UNWANTED ITEMS THAT WERE BOUGHT IN STORE?

Yes you can but only to a store. It doesn’t have to be the store you purchased from it can be any Robert Dyas store. Unfortunately we are unable to accept items purchased in store at our internet warehouse, we only accept items bought on-line.

9.    HOW DO I CANCEL MY ORDER UNDER THE DISTANCE SELLING REGULATIONS?

Under the UK Distance Selling Regulations, you have 7 working days (from the day after you receive your goods) to cancel the contract for your order with us.

In this case we will issue you with a full refund however you will need to return the entire order at your cost if you have already received them.

In all cases, the goods must be in their original condition and will be inspected on their return.

If we do not receive the cancelled order back, we may arrange to have them collected at your cost.

If you decide to cancel your order with Robert Dyas, you must let us know in writing [email is fine], quoting the order number.

E-mail: customerservices@robertdyas.co.uk - please include order number and description to avoid any delays

ONLINE SHOPPING

1.    HOW DO I SEARCH FOR A PRODUCT?

There are a number of ways you can search for a product.

Simple browse through the categories at the top of the homepage and then refine what you are looking for by clicking on each section, spilt into either product types or branded types.

Alternatively, if you know exactly what you want, just type in the product code (usually 6 digits), product or brand into our search facility (top right of the website) and we will find you everything related to your specific search.

Once you have found what you are looking for, click 'add to shopping bag', and when you're done shopping, follow the on screen instructions to fill in your payment and delivery details.

Don't forget to check out our Special Offers section for the deals.

2.    DO YOU HAVE A CATALOGUE I CAN BUY FROM?

Unfortunately not, with so many new products added daily and thousands of items on the site at any one time, plus constantly changing news, features and advice, it would simply be impossible for a paper catalogue to keep up.

We do however regularly print in store leaflets showing all the latest products and special offers.

3.  I HAVE ORDERED SOMETHING BUT HAVE PREVIOUSLY SEEN IT ON YOUR WEBSITE AT A LOWER PRICE.

As an online business we act fast to amend our prices in response to trends, stock availability and demand from customers. It's our general view not to refund the difference.

4.    DO I NEED TO CREATE AN ACCOUNT TO SHOP WITH YOU?

No, but it will make it make shopping much easier with us in the future if you do.

Setting up an account will allow you to order without having to fill in your details every time you shop with us, and will give you benefits such as order tracking, regular newsletters, as well as exclusive discounts and special offers.

You can sign up right now, or you can start shopping straight away and set your account up when you check out, whichever you prefer. Click here to sign up.

Just follow the easy steps on screen and remember to have your payment details and billing address of the credit card to hand.

5.    CAN YOU GIVE ME MORE INFORMATION ON YOUR PRODUCTS?

If you don’t find the information you are looking for on the product page please contact our Customer Service team or visit your local store where we will be happy to help and advice.

By Phone: 0845 873 5667 9am -5pm Monday to Friday (excluding bank holidays)

By e-mail: customerservices@robertdyas.co.uk

Local store: Store Finder

6.    HOW DO I SIGN UP FOR THE ROBERT DYAS NEWSLETTER?

The easiest way to sign up for our newsletter is to register for an account. You are not required to make a purchase, but when you are ready to shop, you will have a head start as all your information is easily available to use.

Alternatively, click here to sign up for the newsletter straight away without setting up an account.

7.    HOW DO I PAY FOR MY ORDER?

We like to give you plenty of payment options, so you can use any of the cards listed below. We also take security very seriously indeed, so your details will be safe with us.

TECHNICAL QUERIES

1.    I AM HAVING GENERAL PROBLEMS ACCESSING OR BUYING FROM YOUR WEBSITE

If you are having any problems, we recommend you make sure you have the latest updates and patches for your operating system. Windows users can find out more here.

If you are still having problems, please get in touch with our Customer Services Team, who will be able to place the order for you and investigate the problem. To help us solve the issue for you, please include as many of the following details as possible:

You’re Operating System (e.g. Windows Vista, Mac OS X).
Internet Browser (Internet Explorer 8, Firefox, Safari).
What URL you were trying to access (e.g. http://www.robertdyas.co.uk/C~131804~Electrical )
What date and time the problem occurred.

Please copy the screen using the ‘PrtScn’ (Print Screen) button to copy and paste into the email or simply highlight and copy and paste any error message that appeared on the screen.

By Phone: 0845 873 5667 9am -5pm Monday to Friday (Excluding bank holidays)

By e-mail: customerservices@robertdyas.co.uk

2.    I HAVE A PROBLEM WITH MY SHOPPING BASKET

If items are disappearing from your shopping bag this is likely to be because our stock position has changed since you added the item to your basket. When this is the case a message will appear in the shopping basket to tell you.  It could also be because you are using your internet browser's 'back' button, rather than selecting the 'Continue shopping' links on the shopping basket page.

If you are still having problems, try deleting the cookies on your PC. Simply select 'Tools' tab on your internet browser, select 'Internet Options', then choose 'Delete Cookies' and select OK. You should then be able to start over again.

3.    I CAN'T SIGN INTO MY ACCOUNT/ EMPTY SHOPPING BAG

When shopping with us or accessing your account, we ask you to sign in. If you find that your email address or password is not recognised, please make sure you are using the same email address and password that you used when you registered with us.

If you can't remember your password, just type your email address in to the 'Forgotten your Password' box on the sign-in page, and we'll remind you what your password is or click here.

You can change your password, main email address or any of your other details at any time just by signing in to My Account.

4.    I AM NOT RECEIVING YOUR NEWSLETTERS.

If you are not receiving our emails or our regular newsletter, you could be missing out on latest offers, discounts and new product information.

One of the most common reasons for this that your email software is marking emails as junk mail sending them to your spam folder. To stop this from happening, please add Robert Dyas to your email address book.

If you have checked this and are still not receiving the newsletter check your registered email address in 'My Account'.

If you need any further assistant please contact our Customer Services Team:

By Phone: 0845 873 5667 9am -5pm Monday to Friday (Excluding bank holidays)

By e-mail: customerservices@robertdyas.co.uk

5.    IS IT SAFE TO ORDER ONLINE?

It’s safer than it ever has been. We use a very secure online ordering system, and are constantly researching and improving our software to make sure we offer the highest possible security at all times.

We use SSL certificates from GeoTrust® for ultimate online security and trust delivering both 256-bit encryption and the True Site™ trust mark providing third-party website identity validation.

The presence of SSL means you can rest assured that communications (e.g. credit card numbers, names and addresses) between your browser and this site's web servers are private and secure when the SSL session is activated.

We are also a member of SafeBuy, the UK's leading consumer assurance scheme with the only eCommerce Code of Practice that has completed Stage One of the Consumer Codes Approval Scheme run by the Office of Fair Trading. The SafeBuy Hands Seal is an assurance that a website is trustworthy and provides a high-quality service. The Code, amongst other things, requires web retailers to:

• Adhere to the terms of the Sale of Goods Act, the EU Distance Selling Regulations and the EU Directive on Privacy and Electronic Communications.
• Conform to the Data Protection Act 1998.
• Provide security for the processing of credit card transactions.
• Include physical location and contact details for themselves on their website.
• Display the total price consumers must pay for goods including delivery costs and provide a clear explanation of the delivery procedures.
• Advise the consumer if 'cookies' are required for the processing of data.
• Not use 'spam' for marketing purposes.
• Avoid exploitation of children.
• For more details about Safebuy please click here. 
  

6.    WHAT IS YOUR PRIVACY AND SECURITY POLICY?

We take your security and privacy very seriously and do not pass on your details to anyone else, save for those parties involved in processing your order. For more information about our policy please click here .

7.    WHAT IS 'MASTERCARD SECURECODE'?

MasterCard SecureCode is a service that password-protects your MasterCard credit, debit or Maestro card details, to give added security when you shop online. They allow you to create a password that is known only to yourself, to use every time you use your Maestro card online.

To register for MasterCard SecureCode all you need to do is follow the instructions next time you place an order with us. Alternatively, you can sign up by contacting the bank that issued your Maestro card directly.

You'll be asked to come up with a password (also known as a SecureCode) for your Maestro card. You only need to do this once then whenever you use the card online you will be asked to enter the password when you check out.

To find out more information about these services visit the MasterCard SecureCode website.

8.    MY PAYMENT HAS BEEN DECLINED

Payment  can be declined for a number of reasons. Try checking the details in your Robert Dyas account to ensure that the card details such as the start date, card type are correct and your billing address is the same registered to the card.

If the problem persists, try contacting your bank or card issuer.

If you are still experiencing problems please contact our Customer Service Team:

By Phone: 0845 873 5667 9am -5pm Monday to Friday  (Excluding bank holidays)

By e-mail: customerservices@robertdyas.co.uk

9.    I HAVE SEEN A PRODUCT BUT IT NO LONGER SEEMS TO BE IN STOCK

Some of our most popular products will sell out of stock very quickly. As we try to keep our products fresh we add new products regularly so you might just find something similar to the one you were looking for.

Try browsing through our departments at the top of the web-page and then refine the type of item you are looking for by clicking on each of the sub-sections.

Alternatively, you can type in the product or brand into our search facility (top right of the Website) and we will find you everything related to your specific search.

THE ROBERT DYAS COMMITMENT

1. OUR PROMISE TO CUSTOMERS

At Robert Dyas we pride ourselves in offering you excellent service, so we want you to be 100% confident when purchasing from our online store.

We will use all reasonable means to deliver the items you have ordered in excellent condition within the time stated for the delivery service you have selected. Should any problems occur we will do our best to rectify the problem and find an outcome that is suitable for you.

2. IF YOUR ORDER IS LATE

If your order doesn’t arrive on time please contact our Customer Service Team and we will respond as soon as we can.

By Phone: 0845 873 5667 9am -5pm Monday to Friday (Excluding bank holidays)

By e-mail: customerservices@robertdyas.co.uk - please include order number and description to avoid any delays

3. IF YOUR ORDER IS WRONG OR FAULTY

If your order was not what you were expecting please contact Our Customer Services team and we will reply as soon as we can.

By Phone: 0845 873 5667 9am -5pm Monday to Friday (Excluding bank holidays)

By e-mail: customerservices@robertdyas.co.uk - please include order number and description to avoid any delays

IN STORE HELP

1.    WHERE ARE YOUR STORES LOCATED?

To find for your local store please visit our Store Locator.

2.    WHAT HOURS ARE MY NEAREST STORE OPEN ?

To check opening hours for your local store please visit our Store Locator.

3.    BUYING A GIFT VOUCHER

Gift vouchers are available for purchase from all our stores as well as online. They are available in £5 and £10 denominations. Gift vouchers

4.    USING A GIFT VOUCHER

Robert Dyas gift vouchers are exclusive for use at Robert Dyas. They can be redeemed in any of our stores. They are unfortunately not redeemable against purchases made online.

Please point 9 in our Terms & Conditions for further information.

5.    WHAT DO I DO IF MY GIFT VOUCHER IS LOST OR DAMAGED?

We are unable to replace lost vouchers, however if you voucher is damaged, please contact our Customer Services Team for further assistance.

By Phone: 0845 873 5667 9am -5pm Monday to Friday (Excluding bank holidays)

By e-mail: customerservices@robertdyas.co.uk - please include order number and description to avoid any delays

CONTACT

1.    THE CUSTOMER SERVICE TEAM.

Here at Robert Dyas we aim to provide customers with an enjoyable, hassle free shopping experience, but unfortunately from time to time things don’t always go as planned. If things don’t go to plan we have put together all the information you need in our Help section which is specially designed to help you find answers to all our frequently asked questions.

In the event you don’t find the answer you're looking for, please contact our Customer Services Team who will get back to you as soon as possible:

By Phone: 0845 873 5667 9am -5pm Monday to Friday (Excluding bank holidays)

By e-mail: customerservices@robertdyas.co.uk - please include order number and description to avoid any delays

2.    ROBERT DYAS SOCIAL MEDIA.

At Robert Dyas we like to chatter online all about our new products, offers, shopping and us. You can find our links here:

Facebook
Twitter
4Square
Google+
Youtube

Please ‘Like or ‘Follow us’ to ensure you have all the latest information. If you like talking on line as much as we do then chat away about you, us, your opinions, your ideas, and your life.

3.    PRESS AND MEDIA.

For more information about Press and Media relations please contact: marketing@robertdyas.co.uk

4.    GENERAL MARKETING

For any advertising or promotional opportunities please emai marketing@robertdyas.co.uk in the first instance.

5.    I AM A SUPPLIER AND WOULD LIKE TO GET IN TOUCH

Please contact us at enquiries@robertdyas.co.uk if you are interested in selling your products on robertdyas.co.uk or in our stores and specify what product group(s) you represent, e.g. home, garden, etc.

6.    INVESTOR RELATIONS

Robert Dyas is a privately owned company and are not on any stock exchange. For all corporate enquiries please contact us at enquiries@robertdyas.co.uk