Customer Services


PRIVACY POLICY
We only collect information when you order an item from our website. In this case you will be asked to complete some or all of your Personal details, Credit Card details & Delivery details. These details are passed to our Accounts System via a Secure Server and are not available to any other parties other than our Payment Solution Provider, ishop, who will not use your details for any reason other than processing your order. All information is collected lawfully and in accordance with the Data Protection Act 1998.
Your information is not kept by ourselves nor passed to any other 3rd party organisation.
We use cookies within the ordering process on the website to allow the shopping basket to function.

Cookies – what they are and how we use them
Cookies are small text files that our website and sometimes emails place in your computer to ensure that your experience of our offerings is as effective as possible. They remember any options you have chosen for example and your password or particular interests. They also enable us to track visitors’ usage of our site so that we can continuously improve it. There’s nothing mysterious about them and they do not collect personal data.

Like pretty much all website owners we have always operated cookies and you have had the benefit of using them. EU regulations now require us to inform you of what they are and give you the option to prohibit them if you wish. We’re using the word ‘cookies‘ here to include things like ‘web beacons’ and ‘Flash cookies’ which serve similar functions. ‘Your computer’ includes anything connected to the internet including laptops, office machines, tablets, mobile phones and so on.
Now, or in the future, we may use cookies in the following categories:

Necessary - Without these our website will not function correctly.

Helpful – to us and to you. We monitor visitor activity on our website (without collecting any data on you) so that we can improve the site structure, page routing options and processing systems to help all visitors. These cookies also help us to guide you to pages likely to be of most interest to you.
There’s more details on these at www.youronlinechoices.eu for EU consumers and at www.aboutads.info/choices for those in the USA.

On emails. We do not use web beacons to check whether our emails are actually opened and whether any links in them are clicked on. We do not send random marketing emails to personal email addresses (spam).

In continuing to use our website you are agreeing to our use of cookies as outlined above.

SECURITY POLICY
Our Payment Solution Providers take security seriously and their systems are monitored 24/7. They are an approved payment solution provider for Barclays Merchant Services, Nat West Streamline and The Bank of Scotland. As such, their security systems have been vetted.
All transactions and collection of your personal data are carried out on Secure Servers which are protected using the latest security software.

DELIVERY
All the items for sale on our website are delivered directly to you by our suppliers - usually the manufacturers.
The normal delivery time is 3 working days, but if it is required sooner we can usually arrange a next day delivery. Some of our suppliers operate a next day service as standard.
If the item you have ordered is not in stock, we will contact you by email or telephone to give you the opportunity to cancel your order or we will give you a revised delivery date.
Please note that carriers require a signature upon delivery and we are not able to pass on instructions to leave the parcel without it being signed for.

ACCEPTED PAYMENT
Paying online is simple - we accept Master Card, Visa, Switch/Maestro and Solo cards. We authorise all card orders in 'real-time' and an email will be sent to you detailing your order. If you place an offline order via e-mail or phone, we will contact you to arrange any necessary administration and payment.
Our Customer Account Policy is based on a built up mutual trust between our two companies. i.e. First two or three orders paid on order and then credit allowed for Strictly 30 Days Only.
We also accept company Purchase Orders from Schools, Universities, Local & National Government, etc.
Cheques should be made payable to Express Tools Ltd.

ANTI-FRAUD MEASURES
We operate a strict security check procedure, to ensure that your credit card details are being used by only you. This may occasionally delay the dispatch of your items if any of the following are applicable:
Your card details are not available for address verification from the bank (usually cards registered overseas).
Your card details have failed the address verification from the bank.
The security number on the reverse of the card has been entered incorrectly.
The order is for delivery overseas.
We will contact you within 24 hours of placing your order (excluding weekends) by phone or email. You may then be asked to fax us confirmation of your details, change the delivery address, confirm by post your billing address or use different card details. We cannot be held responsible for any delay on your goods and the order will not be considered confirmed until you have verified your details with us.
Next Day orders will be sent on a Next Day service only when your details have been checked and confirmed

RETURNS
Returning Defective Items.
If you have received a defective or incorrect item, contact us by phone or email within 48hrs and we can arrange to either exchange the item or collect it from you and give you a refund.
If you can see that it is damaged on delivery, refuse delivery or mark the carrier's receipt as damaged or not inspected.
Please do not send anything back to Express Tools Ltd.
Canceling Your Order
If you have ordered an item that you do not require or is not suitable, you have seven days to contact us and we can arrange for the item to be collected and give you a refund. After 7 days, you may return it at your own expense and we will refund the cost of the item. Any item returned must be in the original packaging and be in brand new condition. (Please note that these terms do not apply to business transactions whereby a re-stocking fee, under the Distance Selling Regulations (D.S.R.), may be charged by the manufacturers.) If you know that you do not intend to keep it before it is delivered, please refuse delivery when the carrier arrives and let us know straight away.
Please do not send any items to Express Tools Ltd.
Warranty claims
All the products on our website are covered by the manufacturer's warranty - normally 12 months.
If you need to make a claim under warranty please contact us by email or phone and we will deal with it straight away.

DELIVERY CHARGES
All the items on our website include VAT and delivery to a UK mainland address.
Should you wish to send an item to the UK islands, including Northern Ireland, or abroad, please contact us for a quote. Similarly we can give you a price for next day delivery if required.
Please note that in some instances there may be an additional carriage charge to the northern parts of Scotland.

Your statutory rights as a consumer are not affected by this Policy Statement.