The Checkatrade Shop

Below is everything you need to know about the Checkatrade shop from orders to refunds.

The easier way to book quality trades

Download app

What Is The Checkatrade Shop?

The Checkatrade Shop is your go to place to browse and buy products, tools, and materials whether you're a homeowner getting ready for a job or a tradesperson stocking up on supplies. Everything you need, all in one place alongside the Checkatrade services you already know and trust.

This page answers the most common questions about buying through the Shop, from tracking your order to returns and refunds.

A quick note before you get started: every item in the Checkatrade Shop is sold by an individual seller. For most queries, including returns, damaged items, and complaints your first step is to contact the seller directly. You can contact them in the My Orders section in your account. If you don’t have an account then open one on the Checkatrade Shop and see your orders and communicate with sellers quickly and simply. 

Ordering and Delivery

Where is my order?

Once your order has been dispatched, you'll receive a confirmation email with a tracking link. You can also check the status of your order by logging in to your account and visiting My Orders.

If your estimated delivery date has passed and your order hasn't arrived, please allow a few extra working days before getting in touch carrier delays can occasionally push deliveries slightly.

Tip: Check your spam folder if you haven't received a dispatch email, it sometimes ends up there.

How long will my delivery take?

Delivery times vary depending on the product, seller you have bought from and shipping option selected at checkout. As a guide:

• Standard delivery: 3 to 5 working days

• Express delivery: 1 to 2 working days

• Large or heavy items (e.g. tools, equipment): may take up to 7 working days

Delivery estimates are shown on the product page and confirmed at checkout. Working days exclude weekends and bank holidays.

Can I change my delivery address after ordering?

Address changes need to be requested before your order is dispatched. Go to My Orders in your account to contact the seller, get in touch with them directly as soon as possible.

Once an order is with the courier, the seller may not be able to redirect it. If the parcel is returned due to an incorrect address, contact the seller to arrange redelivery, a redelivery fee may apply.

My item arrived damaged or something is missing, what do I do?

Please contact the seller from your account within 48 hours of delivery. You can contact them from My Orders in your account.

When you get in touch, it helps to include:

• Your order number

• Photos of the damaged item and packaging

• A brief description of what's wrong or missing

For missing items, first check your order confirmation, some orders ship in multiple parcels and may arrive on different days.

Note: The seller is responsible for resolving issues with your order. Contact them first via My Orders.

Returns and Refunds

I've changed my mind, can I return my order?

Yes. You have 30 days from the date of delivery to request a return for an item, provided it is unused, in its original condition, and in its original packaging.

To start a return, go to My Orders in your account and select Request a return, this will connect you with the seller directly. 

Note: Each item in the Checkatrade Shop is sold by an individual seller. Returns are handled by the seller shown in My Orders.

When will I receive my refund?

Once the seller has received and confirmed your return, they will process your refund. This typically takes 3 to 5 working days, with a further 3 to 5 working days for the credit to appear on your statement depending on your bank.

You'll receive an email confirmation once your refund has been issued. If you haven't heard from the seller after returning your item, contact them via My Orders in your account.

Can I exchange an item instead of returning it?

Exchange options vary by seller. Contact the seller directly via My Orders in your account to ask whether an exchange is possible.

If an exchange isn't available, the easiest route is to return the original item for a refund and place a new order for the correct product.

Payments and Discounts

I forgot to use a discount code, can it be applied after I've ordered?

Unfortunately, discount codes can't be applied to an order after it has been placed. 

What payment methods are accepted?

The Checkatrade Shop accepts the following payment methods:

• Visa and Mastercard (credit and debit)

• PayPal

• Apple Pay and Google Pay

All payments are processed securely. We do not store your card details.

Can I get a VAT receipt or invoice?

A receipt is automatically generated for every order and is displayed in your order confirmation email. You can also view any recent orders from My Orders in your account.

If you need a VAT invoice in a specific format for business purposes, contact the seller directly via My Orders with your order number and they'll be able to help.

Accounts and Orders

I can't log in to my account

Try the following steps:

• Use the Forgotten password link on the login page

• Check you're using the email address your order was placed with

• Try a different browser or clear your cache

If you're still unable to access your account, contact our support team with your order number and registered email address and we'll help you regain access.

Are prices the same for tradespeople and homeowners?

Some products and promotions in the Checkatrade Shop are available at trade prices for verified Checkatrade members. If you're a member, make sure you're logged in to your Checkatrade account to see any applicable trade pricing.

Homeowners are welcome to browse and purchase from the Shop at standard prices.

I have a complaint about a product or my experience

In the first instance, please contact the seller directly, you'll find their details in My Orders in your account. Most issues can be resolved quickly this way.

When you get in touch, it helps to include:

• Your order number

• A description of the issue

• Photos or supporting evidence where relevant

If you've contacted the seller and the issue remains unresolved, our support team can help escalate, contact us at shop@checkatrade.com.

Note: Checkatrade support is a backstop, not the first point of contact. Always try the seller first via My Orders.