Issues With Your Order


Why has my order not arrived?

Most orders are delivered 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, please contact Customer Services by telephone on 01293 565 630 (between 8:00am and 5.00pm, 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 contact 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, then please follow our returns procedure.


What if some items are out of stock?

We operate a fully computerised stock management system throughout our 30 warehouses and now have over 17,000 product lines and hold over £10,000,000 in stock.

In the unlikely event that there is a delay from our supplier we will contact you with an updated delivery date and keep your regularly updated.


What if items are damaged or faulty?

Local Branch & Van Delivery

Please contact 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, 8am–5.30pm).

Note: TLC will be unable to 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. Faulty goods must be returned within the manufacturer’s warranty period (normally 1 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.

A Royal Mail Freepost label will be issued for smaller items to be returned and a Carrier collection will be arranged for larger items.

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


How do I return unwanted items?

Local Branch & Van Delivery

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

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

Internet & Mail Order

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

Note: TLC will be unable to process any returns unless accompanied by a return form and returns number.

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

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 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 2 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 investigate immediately any problems you may have encountered and will take the appropriate action to rectify the problem.

Internet & Mail Order

Any claims for Short delivery / Non delivery must be notified to TLC Customer Services within 3 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.