How Can We Help You?

Find all the answers you're looking for with our handy links and FAQs.

Our Frequently Asked Questions

Shopping Online With Us

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, wish list, 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.

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.

All credit and debit card holders are subject to validation and authorisation by both us and the card issuer, to maintain security and prevent fraud.

I have a promotion code, how do I use it?

Please make sure you type your code to the appropriate box when you check out, and select ‘add code’ to apply it to your order.

If it is not applied at this point, we can't apply it to the same order later on (though you might be able to use it on a subsequent order).

Please note only one discount offer or promotion code can be used per transaction.

Discount codes cannot be redeemed when buying gift vouchers.

Please always check any further terms and conditions supplied with the code as some vary.

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.

To contact our Customer Services team please click Contact Us

By e-mail: [email protected].

Local store: Store Finder.

Can I amend or cancel my order?

Unfortunately we are unable to amend an order once it has been submitted; this includes changing the size/colour of an item, removing or adding an item, changing the delivery address or any payment methods.

To cancel your order please call our Customer Services Team:

To contact our Customer Services team please click Contact Us

By e-mail: [email protected] - please include order number and description to avoid any delays.



Once your order has entered our dispatching process we will not be able to make any changes. In these circumstances you may return goods by using our returns process

Click here to view how to cancel your order.

Technical Queries

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.

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.

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

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:

To contact our Customer Services team please click Contact Us

By e-mail: [email protected].

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:

To contact our Customer Services team please click Contact Us

By e-mail: [email protected].

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.

In Store Help

What hours are my nearest store open?

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

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 refer to point 9 in our Terms & Conditions for further information.

What to 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.

To contact our Customer Services team please click Contact Us

By e-mail: [email protected] - please include order number and description to avoid any delays.

How To Contact Us

The customer services 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:

To contact our Customer Services team please click Contact Us

By e-mail: [email protected] - please include order number and description to avoid any delays.

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:




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.