FAQs

Can I cancel my order?

If you’ve changed your mind or no longer need the products you have ordered, by law, you have the right to cancel an order placed on our website or by phone at any time before your order is delivered to you and within a further 14 calendar days after the day of delivery.

If you wish to cancel please contact us directly and we will arrange this for you.

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What are my delivery options?

If we receive your order before 2pm, depending on the products you have ordered, we can deliver them as quickly as the following day.

If we receive your order after 2pm, we won’t start processing it until the following working day.

For all delivery options, please see our Delivery Information.

If you are still unsure about when and how your order will be delivered, please contact our Customer Care team and we will be more than happy to help you.

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Can I use the website to reserve items in my local store?

We currently do not have the facility to offer a reservation service for items in store. However, if you need your items quickly, why don’t you try our great store delivery service?

Order before 2pm and we will deliver to your local Wilko store within 48 hours for all standard items. We will call you when your order is ready to be collected. This delivery offer excludes Sundays and Public Holidays.

Please note that items marked as “home delivery only” cannot be delivered to store.

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How can I pay for my order?

To make payment as easy as possible, we accept many methods of payment. You can pay online or by phone with Mastercard, Visa, Delta, Maestro, Electron and American Express cards as well as through your PayPal account if you have one. Unfortunately, we don't accept Diners Club cards. For orders you make online or by calling us, we will take payment at the point of your order.

We are sorry but we are unable to accept cheques as a method of payment.

As we are based in the UK, all our prices are in UK pounds and include VAT at the appropriate rate. The price of a product does not include delivery charges. To check the relevant delivery charge, please go to our Delivery Information page. Before you confirm your order, your Basket will show you the total amount you will be charged for your order including any delivery charges (if any) depending on the delivery method you have selected.

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Can I use my gift card to pay for my order?

We do not accept gift cards online at the moment – please bear with us – we are working on it! If you would like to place your order in one of our stores, we can accept your gift card as payment for your order there.

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What is your returns policy?

We want you to be happy with the products that you purchase from us, so in addition to your legal rights to return your purchase to us within 14 calendar days, if you're not completely satisfied with your purchase please contact us and we'll gladly exchange it or refund you. That's a Wilko promise.

As you would expect, there are some exceptions. For example, made to measure items, sheds or outside buildings once they are treated and items that have hygiene packaging or seals which have been removed cannot be returned.

If a product has or develops a fault and doesn’t live up to our usual high standards or that it doesn’t do what it should, you should contact us following delivery or on you spotting the fault or problem. We will always try our best to help and make the process as pain free as possible.

When we receive a product you return because you believe it may be faulty, we will look at the product(s) and, if they are faulty or do not do what we say in writing that they will do (or, if relevant, do not do what the manufacturer's guarantee said they would do), we will sort the fault (occasionally through a third party) or replace or refund the faulty products.

As you would expect, we can't refund, repair or exchange your products where the fault has been caused by an accident, neglect, misuse, normal wear and tear or where the products have not been assembled properly.

You will receive a full refund of the price you paid for the products and if the item/s returned constitute the entire order we will also refund you the delivery charge. We will process the refund due to you as soon as we can and, in any case, within 14 calendar days of the day on which the goods have been returned.

If the products were delivered to you, you must return them to us as soon as it's reasonably possible for you to do so. For store collection orders, we would request that you return your order back to store for a refund. For home delivery orders, or if you are unable to return your purchase back to store, we'll arrange with our delivery partner to collect the products from you. Once your item has been picked up and our delivery partner lets us know they have them, we will action your refund back to the card you used to make that purchase. If you ordered and paid for the product in store, you can claim your refund by taking your receipt and delivery note to any of our stores. If your order is damaged or faulty, we will refund the delivery charge too. Refunds take 5-7 working days to be credited to your payment card or PayPal account, depending on your card provider.

If you're returning the products, all that we ask is that you take reasonable care of them while they are in your possession. Please ensure where possible that before you take them back to store, or they are collected, your purchase is repackaged in a suitable way, ideally using the original packaging it was delivered in. If your purchase is not repackaged correctly (for example, because it's not safe or parts could fall out and go missing), our delivery partner may refuse to collect it.

If you would like more information on your legal rights, contact your local Trading Standards Office www.tradingstandards.uk or Citizens Advice Bureau www.citizensadvice.org.uk

Please be aware that we are not currently part of any online or alternative dispute resolution schemes but for your information here is a link to the EU Online Dispute Resolution platform: http://ec.europa.eu/consumers/odr/

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What happens if you can’t fulfil my order?

We try to get things right all of the time but very rarely we may make a mistake by publishing inaccurate information on our site (e.g. the availability of a product you have ordered).

If we do, we will hold our hands up and tell you that we’ve made a mistake and we aim to contact you the next working day to do this.

When we contact you, we will give you the option, if possible, for you to wait for the item to come back into stock rather than cancelling your order. If we are unable to contact you using the contact details you provided during the order process, we will cancel the order and notify you in writing.

If we cancel your order, we’ll make sure that you receive a full refund including any delivery charges.

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Where is my nearest store?

We now have over 400+ stores across the UK so hopefully there is one near you. Please check out our store locator to find your nearest store and their opening times and contact details.

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I cannot log in to my Wilko.com account

If you are having problems remembering your password, please click on the 'forgot my password’ link and an email will be sent to you with a new password. For the new password to work you will need to type it in the exact format and avoid copy pasting. If you have entered an incorrect password 3 times or more, your account will be locked for your security – but don’t worry, if you contact our Customer Care team we will unlock this for you so you can get back to your shopping!

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I’m still not sure about my query – can you help?

Yes, if there is anything that you feel has not been answered in the above please contact our Customer Care team and one of our friendly advisors will be more than happy to help.

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