Frequently Asked Questions
Frequently Asked Questions
Welcome to Mastercool Tools UK. Find answers to common questions about ordering, shipping, returns, warranties, and technical support.
Ordering & Payment
How do I place an order?
Browse our catalogue, add items to your basket, and proceed to checkout. We accept major credit cards, debit cards, and PayPal. All transactions are secure and encrypted.
Do you offer trade accounts or bulk pricing?
Yes! We offer competitive pricing for trade professionals and bulk orders. Please contact us with your requirements for a personalised quote.
Can I get a VAT invoice?
Yes, all orders include a VAT invoice, which will be emailed to you upon dispatch. You can also access invoices from your account dashboard.
What payment methods do you accept?
We accept Visa, Mastercard, American Express, Maestro, and PayPal. All payments are processed securely through Shopify's encrypted payment system.
Shipping & Delivery
Where do you ship to?
We ship throughout the United Kingdom and to select European countries. Shipping costs and delivery times vary by location and will be calculated at checkout.
How long does delivery take?
Standard UK delivery typically takes 2-5 working days. Express delivery options are available at checkout. European deliveries may take 5-10 working days, depending on location.
Do you offer free shipping?
Free standard UK shipping is available on orders over a certain threshold. The minimum order value for free shipping will be displayed at checkout.
Can I track my order?
Yes! Once your order is dispatched, you'll receive a tracking number via email. You can also track your order status from your account dashboard.
What if I'm not home for delivery?
Our courier will leave a card with instructions for redelivery or collection. You can usually arrange redelivery or pick up from a local depot using the tracking information provided.
Why does every product show a shipping weight of 10kg?
We use a standardized 10kg shipping weight across all products for rate calculation purposes only. This doesn't represent the actual weight of the items. Our shipping carrier charges based on a fixed 10kg weight band, so we've applied this uniformly to ensure you receive accurate shipping costs at checkout. If you need the precise weight of a specific product, please get in touch and we'll provide the exact specifications.
Returns & Refunds
What is your returns policy?
We offer a 30-day return policy for unused items in original packaging. Items must be in a resaleable condition. Please get in touch with us to initiate a return and receive a returns authorisation number.
How do I return an item?
- Contact us within 30 days of receipt to request a return
- We'll provide a returns authorisation number and instructions
- Pack the item securely in the original packaging
- Send the item back using a tracked service
- Refunds are processed within 5-10 working days of receiving the return
Who pays for return shipping?
For faulty or incorrect items, we'll cover return shipping costs. For change-of-mind returns, the customer is responsible for return shipping costs.
Can I exchange an item?
Yes! Contact us to arrange an exchange. We'll process the exchange as quickly as possible, subject to stock availability.
What if my item arrives damaged or faulty?
Please contact us immediately with photos of the damage. We'll arrange a replacement or refund at no cost to you, including return shipping.
Warranties & Technical Support
Does Warranty cover Mastercool products?
Yes! All Mastercool products come with a manufacturer's warranty. Warranty periods vary by product - please check individual product pages or contact us for specific warranty information.
How do I make a warranty claim?
Please contact us with your order number, product details, and a description of the issue. We'll guide you through the warranty claim process and arrange repair or replacement as appropriate.
Do you offer technical support?
Yes! Our team can help with product selection, technical specifications, and troubleshooting. Contact us via email or phone during business hours.
Where can I find product manuals and documentation?
Product manuals and technical documentation are available on individual product pages. If you need additional documentation, please contact us.
Products & Stock
Are all products genuine Mastercool?
Yes! We are an official Mastercool UK distributor. All products are genuine Mastercool items with full manufacturer warranty and support.
What if an item is out of stock?
Out-of-stock items will show estimated restock dates on the product page. You can sign up for email notifications when items are back in stock, or contact us for more information.
Can you order specific items not listed on your website?
Yes! We have access to the full Mastercool catalogue. Contact us with the product code or description, and we'll check availability and pricing.
Do you sell replacement parts?
Yes, we stock replacement parts for many Mastercool products. If you can't find the part you need, contact us with your product model and part requirements.
Account & Orders
Do I need an account to place an order?
No, you can checkout as a guest. However, creating an account allows you to track orders, save addresses, view order history, and receive exclusive offers.
How do I create an account?
Click "Account" in the top menu and select "Create Account". You'll need to provide an email address and create a password.
I forgot my password. How do I reset it?
Click "Account" then "Forgot Password". Enter your email address and we'll send you a password reset link.
Can I cancel or modify my order?
Please contact us as soon as possible if you need to cancel or modify an order. If the order hasn't been dispatched, we'll do our best to accommodate your request.
How do I view my order history?
Log in to your account and click "Order History" to view all past orders, tracking information, and invoices.
Still Have Questions?
If you can't find the answer you're looking for, please don't hesitate to contact us:
- Email: Contact us through our website contact form
- Phone: Available during business hours
- Live Chat: Available on our website during business hours
We aim to respond to all enquiries within 24 hours during business days.