Frequently Asked Questions
When you order goods from our website any cost of delivery will be calculated automatically for you. Cost of delivery is calculated using weight, value, your location and delivery method required to get your goods to you quickly, safely and accurately.
Can I have my delivery sent to a different address?
Yes, currently we are only able to offer delivery to different addresses through our website orders paid by credit/debit card. Simply go to the checkout screen where you will be prompted to enter your billing and delivery addresses.
All orders that are paid for using Paypal will automatically select the Paypal accounts registered address, if you wish your parcel to go to a different address ensure that you have this address registered on your Paypal account before placing your order as this cannot be changed after placing an order.
Unfortunately, all orders placed over the phone must be delivered to the address registered to the card.
Can I track my order online?
Yes, on the vast majority of items being delivered we will be able to provide you with tracking numbers where you will be able to view your orders delivery, these will be available as soon as the product has been dispatched. Please contact our customer service team on 01303 852692 who will be able to provide you with the tracking numbers and courier used for your delivery.
Most couriers used will inform you on the day of delivery of a 1 hour time slot in which your order is expected to be with you and we will notify you via email when your order has been dispatched.
Please note that on smaller items being sent out via Royal Mail 1st class we will not be able to provide a tracking code.
Can I request Weekend deliveries?
Yes, we can deliver on Saturdays/Sunday (UK only) which will incur extra postage charges of £9.95. If you wish to have your parcel delivered on a Saturday/Sunday please contact our customer service team who will see if this is possible for your order.
What happens if I am not home when the delivery is being made?
We require most parcels to be signed for. If you are not home you will be left a card by the carrier which will have instructions on how to receive the parcel. Most couriers will re-attempt delivery again the following day for up to three attempts. DPD have options such as “Leave with a neighbour” or “Leave parcel in a safe location”, simply reply to the text message with these instructions or track your order online and make the amendment, alternatively contact our customer service team who will make the request on your behalf.
When will I receive my goods?
We despatch all goods on a next working day service* (UK only) via our delivery partners. These services normally deliver on the next working day although occasionally they can take longer.
*Excluding the following postcode areas AB, BT, FK, G83, GY, HS, IM, IV, JE, KA ,KW ,PA, PH ,ZE
Please ensure you check your lead times on each product as you add them to your basket and also at the checkout screen.
Please take note that we ship all items together, so the product in your order with the longest lead time will determine when your order will ship. You can see the product's estimated dispatch date by hovering over the symbol next to the products in your basket. You may wish to consider placing a 2nd order for items with a longer lead time.
Typically any orders made before 14.00 will be shipped out the same day (dependent on stock).
Orders after 14.00 may not be shipped until the following day.
We do not currently dispatch on Saturday, Sunday or Bank Holidays.
Do you offer a click and collect service / pick up shop?
Yes, we do offer click and collect for deliveries made by DPD only. The vast majority of our orders go out via DPD courier with this service you are able to request for this item to be picked up from a local pick up shop, once you have your tracking number you are able to make this request direct with DPD, they will then consign your delivery to go to the requested pick up shop, if the shop is not able to hold these goods due to the weight or size of the item then DPD will notify you via email or phone and request an alternative delivery location. Please note if the pick up shop is not able to accept this parcel this may cause an additional days delay for your delivery.
FREE Delivery and other options
FFX offer free delivery on orders over £15 to most UK postcodes, (offshore and highland postcodes may have additional surcharges applied automatically when ordering*). Orders below £15 incur a delivery charge of £2.95 to most UK postcodes.
Your delivery method is chosen based on the value, weight and size of your total order.
On small, low weight orders you may have the option of upgrading to a courier delivery at a charge of £4.99.
All goods are shipped on a next day delivery service (Next day delivery is defined as the next working day and may be delivered up to 7pm. i.e orders dispatched on Friday will be delivered on Monday).
In most cases, all orders will be shipped within 48 hours. In some instances, where stock is held at our suppliers, shipping may take an extra few days.
Delivery charges to specified EU countries will be calculated automatically before checkout.
Some bulky/multi-parcel orders may incur a delivery surcharge, such as pallet delivery. Please call us for a quotation of any extra costs, if any.
* Due to charges levied by our delivery agents, the following postal codes may have additional surcharges applied automatically when ordering. All postal charges are shown prior to completing checkout. Deliveries lead times will also be extended by an additional day.
AB, BT, FK, G83, GY, HS, IM, IV, JE, KA, KW, PA, PH, ZE
Which couriers do you use?
We use selected couriers to complete our deliveries.
The vast majority of order will be delivered by DPD couriers who provide you with 1 hour time slots on the day of delivery. For smaller items we use Royal Mail 1st class.
I can’t log into my online account/ forgotten password?
Not a problem, simply follow these steps to reset your password –
- Click onto Account
- Type in your email address
- Click on reset password
- A pop up verification code will appear on your screen and an email sent to you
- Open the email and click on the link (Please note the link is only valid for 20 minutes)
- Use the pop up verification code and complete all fields to change your password
Do I have an account with you?
Yes, when any orders have been placed with us our system will automatically create an account for you (Generated per email address used). This account is used for all future purchases.
Can you provide a VAT invoice?
Yes, you can log into your online account using your email address and password to view all previous orders and print your VAT invoice from there.
Alternatively, we will be able to provide you with a VAT invoice upon request, once your order has been dispatched, simply click on this link to send us a message Contact Form or call our customer service team who will email a copy over to you on 01303 852692 (Option 5 then Option 3)
How do I return an item
What is your returns policy?
Whatever the reason, if you want to return your order, we are happy to offer you a 30 Day Returns Policy. This means that you can return any item you have ordered as long as you inform us within 14 days of taking delivery. All you need to do is simply fill out our Returns Form. and return your item to the address stated.
We offer this service on the following conditions:
- All items must be in their original packaging and in a saleable condition. We cannot accept returns of items that are not in their original, undamaged packaging and not in the same condition as when delivered.
- Carriage charges for unwanted returns will be at your expense; however we can arrange collection for £15.99 per parcel. For larger/heavier items the collection fee will be priced on application.
- We will refund any amount due to you within 14 days of the day we receive the item(s) back.
Can I recycle my old batteries?
Under the Waste Battery Regulations, FFX are now offering a take back scheme for all portable waste batteries. You can return your waste batteries to our business premises in person, please do not post them.
Alternatively, you can find your local waste battery recycling facility at www.recyclenow.co.uk
Most supermarkets and shops that sell batteries will have collection bins for used batteries, and some town halls, libraries or schools may also have set up collection points. End-users may find stores in their local area more accessible.
Damaged / Incorrect / Delayed Delivery
My goods have been delivered and are damaged, what do I do?
If the package looks damaged in any way you can refuse the delivery, this will automatically return the item back to ourselves. You must inform us immediately by e-mail or phone of any damaged goods. See our returns policy for more details.
If you have accepted the item and upon opening the product discover it is damaged please contact our customer service team by sending us a message by clicking on this link Contact Form or call us on 01303 852692.
You will be asked to email in an image of the damaged unit, all packaging the item was delivered in, so to speed up the process please have these ready to be emailed to one of our team who will personally handle this for you.
I’m missing an item from my order what do I do?
If you are missing an item from your order, please contact our customer service team on 01303 852692 or send us a message by clicking on this link Contact Form please have ready an image of your picking sheet/delivery note that would be with your delivery and a description of what’s missing so we can look further into this for you.
The package I’ve received looks incorrect what do I do?
We recycle outer packaging and box items up, please ensure that you have opened your parcel before contacting us as you may very well have the correct item in a different box, we do this to help the environment and reduce costs, if you still have the incorrect item after opening your parcel please contact our customer service team as soon as possible on 01303 852692 or send us a message by clicking on this link Contact Form, our colleagues will ask you to have an image of the items received and also the delivery note/packing note included in your delivery please have these ready to email into one of our colleagues who will provide you with their personal work email address and personally handle your query.
I’ve been delivered an incorrect voltage 240v – 110v?
Although every effort is made to ensure correct items are being delivered to our customers on occasion mistakes can happen, we will strive to rectify this as quickly as possible, If you have an incorrect voltage item from what you have ordered please contact our customer service team as soon as you can on 01303 852692 or send us a message by clicking on this link Contact Form
The picture on the product listing was slightly different from what I received, why is that?
All our images are either Brand’s stock images or images we have created ourselves. From time to time Brands may alter products very slightly. If the alteration is significant we will upload updated images. Our images are for illustration purposes only and you should read product descriptions for a full details of what you will receive.
Where are my guide rails or other long length/heavy item?
Don’t panic your order will still be on its way out to you!
On occasion long length items (over 1 metre) and heavy items (over 30kg) may have an additional delay of one day for delivery, this is due to them having to be scanned at the depot by hand.
How can I contact you by phone?
You can contact us by phone on the following number 01303 852692 ( or send a text on 074312 277226 ), our customer service team have the following opening times -
Monday-Thursday : 07:00 - 20:30
Friday : 07:30 - 20:30
Saturday : 07:00 - 17:00
Sunday : 09:00 - 17:00
Please listen to the automated system and select the correct options to speak to the relevant member of staff.
I have a complaint, what do I do?
Whilst we make every effort to offer an efficient service occasionally mistakes are made, we will endeavour to resolve the complaint within five working days. Your complaint will be treated fairly, confidentially and with respect. If you have any complaints, comments or suggestions as to how we can improve our service then please send us a message by clicking on this link Contact Form
When are your stores open?
Please click on the following links to view specific store details and directions:
Our Folkestone Store is open
Monday-Friday : 07:00-17:00
Saturday : 07:30-13:00
Sunday : Closed
Our Ashford Store is open
Monday-Friday : 07:30-17:00
Saturday : 07:30-13:00
Sunday : Closed
Placing My Order
I've found my products, how do I order them?
Click "Add to Basket" and you then have the choice of clicking through to the "Checkout" or to “Continue Shopping”
How confident can I be that the item I choose is in stock?
Our stock levels and availabilities are linked to our computerised stock control system so updates are made live so you can be confident that if we say it's in stock it is in stock. There are however very occasional times when there is a larger than normal demand on certain items and something is therefore out of stock.
Please pay close attention to any lead times on items, this is clearly shown on products when placing your order. If you are ever unsure or would like clarification please contact our customer service team on 01303 852692 or send us a message by clicking on this link Contact Form
I've got incorrect products and/or quantities in my basket, how do I edit my basket?
On the checkout page you will be given options to delete items or re-enter quantities until you are satisfied with your order prior to continuing to final checkout.
How do I continue to the checkout and complete my order?
Click the checkout button in the basket area of the screen and follow the simple instructions.
How do I find detailed product information?
Once you have found the product you are looking for you will be presented with multiple images, videos, descriptions and specifications where availble. If you are unable to find the answer on the products listing please contact our customer service team who will find the answer for you – 01303 852692
Have you got a tool show this year?
The FFX Tool Show has now gone online. All your favourite deals, giveaways, new releases and promotions are still available via the annual FFX Virtual Tool Show. Be sure to sign up for our newsletter for up-to-date information and VIP early access. Furthermore, the branches in Ashford and Folkestone will host a summer event, where your favourite brands will be present to allow you to get hands-on with product demos and exclusive offers.
Are my personal details safe with FFX?
FFX have taken a great deal of care to ensure that any personal information you send us remains totally confidential.
All credit card information is encrypted when it is transferred over the Internet using SSL Encryption.
All personal information is held on a Secure Server and will not be used in any way without your express permission.
For more details please click on the following link - Privacy
Are your products brand new and in original packaging?
All our products are brand new, direct from our trusted suppliers. All our power tools are UK spec, CE marked.
Clothing sizes will these fit me?
Please review our size guide before placing any orders for clothing the link for this can be found here - Sizes
Are your products for use in the UK only?
All our products are UK specification products for use in the UK. However, many of our products will work in Europe and other countries. Our electrical products will state the voltage so please only buy a voltage you know will work in your country. If an item has a mains plug attached it will be a UK spec plug. Cordless products coming with a charger will have a UK spec 240V charger unless stated otherwise. Any changes to the attached plug may affect and invalidate your warranty.
Do you do vouchers or gift cards
Unfortunately we do not currently offer any voucher or gift cards
Why should I sign up to the FFX newsletter?
This is a great way to get relevant updates on any special offers we have running, keep up to date with the latest products we offer and also from time to time we may send out vouchers, all it takes is your email address and to sign up for it.
We will never use your email address for spam and junk mail.