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Issues With Your Order

Why has my order not arrived?

Most orders are delivered the next working day but can take longer for remote areas. Please see our deliveries page for more information.

Please check your email for confirmation of dispatch to track your order.

If your order has not arrived in the specified time or arrives incomplete or damaged, don't hesitate to get in touch with Customer Services by telephone on 01293 565 630 (between 8:00 am and 5.00 pm, Monday to Friday) or email sales@tlc-direct.co.uk.

How can I change or cancel my order?

If you need to change or cancel an order we are preparing for dispatch, please get in touch with us right away by telephone on 01293 565 630 or email sales@tlc-direct.co.uk, quoting your order number, and we'll do our very best to support your request before your order has been processed/dispatched.

Note: We do not charge for an order until the order has been picked and processed for dispatch.

“Checkout with 1-Click” orders placed in the last 30 minutes can be cancelled or edited by reviewing your orders on your My Account page.

If your order has already been dispatched or delivered, please follow our returns procedure.

What if some items are out of stock?

We operate a fully computerised stock management system throughout our 36 warehouses and now have over 17,000 product lines and hold over £10,000,000 in stock.

In the unlikely event of a delay from our supplier, we will contact you with an updated delivery date and keep you regularly updated.

What if items are damaged or faulty?

Local Branch & Van Delivery

Please get in touch with your local branch with:

  1. The date of purchase.
  2. The invoice number.
  3. The product code.
  4. The reason for the return.

Arrangements will be made to replace the goods or issue a refund.

Faulty products within a manufacturer’s warranty period will be replaced, repaired or refunded at our discretion.

Some items (showers, water heaters, storage heaters etc.) will be covered by a manufacturer's on-site warranty and will require an on-site engineer visit.

Note: TLC cannot accept liability for consequential or indirect loss.

Internet & Mail Order

Obtain a returns number by telephoning Customer Services on 01293 565 630 (Monday–Friday, 8 am–5.30 pm).

Note: TLC will not process any returns unless accompanied by a return form and returns number.

Arrangements will be made to replace the goods or issue a refund.

  1. You must return faulty goods within the manufacturer’s warranty period (typically one year).

  2. Please telephone Customer Services on 01293 565 630 if you wish to return only part of a product.

Faulty products within a manufacturer’s warranty period will be replaced, repaired or refunded at our discretion.

Some items (showers, water heaters, storage heaters etc.) will be covered by a manufacturer's on-site warranty and will require an on-site engineer visit.

For returning smaller items, we will issue a Royal Mail Freepost label. For more oversized items, we will arrange a carrier collection.

Note: TLC cannot accept liability for consequential or indirect loss.

How do I return unwanted items?

Local Branch & Van Delivery

Unwanted items need to be returned to your local branch with a copy of your invoice.

TLC checks all returned items before a refund is issued.

  • The item must be received back in the original manufacturer's packaging, in perfect condition and ready for re-sale.

    Where appropriate, you must include any manuals or user information documents with the item.

    Any writing or labels attached to a product will prevent us from re-selling the item as new, and we will not be able to issue a refund as a result.

  • Ideally, goods need to be returned within one month of purchase. Please contact your local branch if you wish to return unwanted goods after one month of purchase.

  • Excluded are goods made or altered to the customer's specification, including cables cut to length.

  • We are unable to refund any products which have been specially ordered.

  • You must return the goods to us at your own expense.

Internet & Mail Order

Obtain a returns number by telephoning Customer Services on 01293 565 630 (Monday–Friday, 8 am–5.30 pm).

Note: TLC will not process any returns unless accompanied by a return form and returns number.

All returned items are checked by TLC before a refund is issued.

  • The item has to be received back in the original manufacturer's packaging, in perfect condition and ready for re-sale.

    Where appropriate, any manuals or user information documents must be included with the item.

    Any writing or labels attached to a product will prevent us from re-selling the item as new, and we will not be able to issue a refund as a result.

  • Ideally, goods need to be returned within one month of purchase. Please telephone Customer Services on 01293 565 630 if you wish to return unwanted goods after one month of purchase.

  • Excluded are goods made or altered to the customer's specification, including cables cut to length.

  • We are unable to refund any products which have been specially ordered.

  • Refunds for goods surplus to requirements after the “cooling off” period are entirely at the discretion of TLC.

  • You must return the goods to us at your own expense.

Consumer Contracts Regulations (2014).

In law, you have a separate right of cancellation during a “cooling off” period. If you wish to cancel an order, you have seven clear working days after delivery to let us know. We will refund you on the the return of goods.

Missing or Incomplete Orders

Local Branch & Van Delivery

Any claims for Short delivery / Non-delivery must be notified to the supplying branch within two working days of receipt of order. Please contact your local branch with:

  1. The date of purchase.
  2. The invoice number.
  3. The product code.
  4. The reason for the claim.

The Customer Services operators will immediately investigate any problems you may have encountered and take the appropriate action to rectify the situation.

Internet & Mail Order

Any claims for Short delivery / Non-delivery must be notified to TLC Customer Services within three working days of receipt of order.

Contact Customer Services on 01293 565 630 (Monday–Friday 08:00am–5.30pm) or email sales@tlc-direct.co.uk.