Help & Support

You can track your order online. Alternatively, you can track your order through the link in your dispatch email or through the order details section of your wilko account.

If your order is being delivered direct from the supplier, many of our suppliers use their own couriers, so you may not be able to track your order through our website. If your delivery is out of the delivery timescale, then please contact our Customer Care team.

Provided we have the correct contact details for you, our selected courier will attempt to contact you via email, SMS or phone (dependant on courier) to inform you of the time and date of your delivery.

You can use our order tracker to track your order online.

Our couriers provide a leave safe delivery service if you’re not at home. They will leave a delivery note to advise you where your order has been left. Your delivery may have been left safe at your specified address or with a neighbour. If the order has still not arrived, please contact our Customer Care team.

Alternatively, if your order is headed to one of our stores, you will receive a confirmation email letting you know that your order is ready to collect. If you haven’t received an email, one of our store team may have attempted to contact you. Please check for this email and if you have not received it, contact the store directly to see if the item has arrived. Find your nearest wilko store.

Once an order has been placed with wilko and you have received your order confirmation, we are unable to amend the order or delivery.

If you want to add or remove products from your order, please contact our Customer Care team and we will attempt to cancel the original order, allowing you to complete a new order.

For unwanted items, if we’re unable to cancel your order, you can accept the delivery and then return the items to your local wilko store for a refund.

Once an order has been placed with wilko and you have received your order confirmation, we are unable to amend the order or delivery. However, we will do our best to intervene and cancel the order before it is dispatched. You can request an order cancellation by contacting our Customer Care team.

If we are unable to cancel the order, please refuse delivery.

Don’t worry, we will keep an eye on things and keep you updated throughout the cancellation process.

If you have received a damaged item, we offer a full refund or exchange within 28 days of delivery or store collection. We may ask you to supply images of the damage which can be emailed to our Customer Care team at enquiries@wilko.com.

Items purchased in store must be returned to any wilko store, along with your proof of purchase.

If you have placed your order online to be delivered, we can collect this Monday to Friday between the hours of 8am-6pm. You must give us 48 hours in advance to book in your collection. You can request this by contacting our friendly Customer Care team.

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

Nothing in these T&C's excludes or limits your legal rights (also referred to as your statutory rights).

The order confirmation you receive upon completing your order contains all the information needed for a VAT receipt. We no longer issue a separate VAT receipt for orders placed via the website. If you need your order confirmation re-sending, please contact our Customer Care team.

You can use our order tracker to track your order online.

Alternatively, you can track your order through the link in your dispatch e-mail or through the order details section of your wilko account.

If your order is being delivered direct from the supplier, many of our suppliers use their own couriers so you may not be able to track your order online. If your delivery is out of the delivery timescale, then please contact our customer services team.

Provided we have the correct contact details for you our selected courier will attempt to contact you via e-mail, SMS or phone (dependant on courier) to inform you of the time of your delivery.

If we’ve confirmed your order is being delivered via Hermes or DHL, you can benefit from additional tracking and delivery options by downloading the Hermes app from either the App Store or Google Play Store or by visiting the DHL website.

Your order may not arrive in one delivery. In some cases, your order may be sent in more than one parcel. If you do not receive everything you were expecting in your delivery, please wait until the end of the delivery window, as the rest of your order may still arrive later that day.

You will be contacted by our (or our supplier’s) courier service for each part of your order if it’s a separate delivery.

You can track your order using our handy order tracker.

Please note: If you have a large order, we are unable to deliver this to our stores. If you have selected a store for delivery, we will be happy to re-direct the order to your home address.

If your basket or order contains items that are Online Exclusives, then the order may be split between multiple suppliers. Our website will always show you the longest timescale for delivery so some items may arrive sooner. Please check the individual items pages for their specific delivery timescales. Your order will be delivered to your chosen address between 8am-8pm Monday - Friday, excluding public holidays. We will get your products to you as soon as we can, therefore they may not arrive at the same time.

Please be aware that many of our suppliers use their own couriers so you may not be able to track these parts of your order via our website. If your delivery is out of the delivery timescale, then please contact our Customer Care team.

If nobody is at home when the driver calls, we will try to leave your item with a neighbour or in a safe place. Our delivery partner will leave you a card to advise you of this or, if delivery has not been possible, details on how to rearrange your delivery. If we are likely to encounter problems in delivering to your chosen delivery address, please let us know when you place your order.

If you have an order placed with us that has yet to arrive then you can amend your delivery via the courier service site. You may need to await contact from our selected courier service in order to make amendments.

If you require any assistance with the courier’s own service, then please contact them directly. Any order specific enquiries, please contact our Customer Care team.

Please note: certain restrictions may apply dependant on the courier’s own requirements. Please contact the courier directly if you have any questions about their services.

We offer a wide range of delivery options depending on the products you’re buying.

• If we receive your order before 4pm, depending on the products you have ordered, we can deliver them as quickly as the following day.
• If we receive your order after 4pm, we won’t start processing it until the following working day.
• 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.

A ‘safe place’ is a designated place where Hermes couriers can drop off your parcels securely, without you being there in person. Typical examples include sheds, greenhouses or porches. You can select your ‘safe place’ via the Hermes app by entering your tracking number, choosing the ‘divert’ option and selecting your preferred 'safe place’.

If a safe place hasn’t been chosen, but there is somewhere safe to deliver the parcel, the Hermes courier will leave it there and take a photo, which will be included in the delivery notification email.

If there isn’t a safe place to deliver, the courier will knock on the door and step back. When you answer, they’ll ask for your name to ensure a safe delivery, but you will not be asked to sign on the handheld device. If there isn’t an answer, the courier will re-attempt delivery on a different day.

If you have received the wrong item as part of your order, please contact our Customer Care team, who will arrange for the correct item to be sent to you.

We will also collect the item that was delivered in error or ask you to return it to your nearest wilko store at your convenience.

Your order can be delivered to a delivery address within England, Scotland including some areas of the Scottish Highlands and Islands, Wales, Northern Ireland, the Isle of Wight and the Isle of Man. We’re sorry but we are unable to ship to some locations.

Returning a wilko order is free and easy. We want you to be happy with the products you purchase from us. If something’s not right, you can return the product to us within 28 days and we will gladly refund or exchange.

Unfortunately, we’re unable to provide a refund or exchange without a valid proof of purchase. All lottery products, gift cards and phone cards are excluded.

If you ordered and paid for the product in store, you can claim your refund by taking your items and proof of purchase to any of our stores.

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 your order is damaged or faulty, we will refund the delivery charge too.

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 we ask is that you take reasonable care of them while they are in your possession.

When returning products, for whatever reason, 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 or Citizens Advice Bureau

Please be aware that we are not currently part of any online or alternative dispute resolution scheme, but you may wish to refer to the EU Online Dispute Resolution platform

Nothing in these T's&C's excludes or limits your legal rights (also referred to as your statutory rights).

We want you to be happy with the products you purchase from us. If something’s not right, you can return the product to us within 28 days and we will gladly refund or exchange. Unfortunately, we’re unable to provide a refund or exchange without a valid proof of purchase.

What is a proof of purchase?

Proof of purchase is any documentation detailing what and when you ordered and how you paid, which provides confirmation of your purchase.

These items include:

1. In store receipt
2. Delivery note
3. Order confirmation email

Please keep your proof of purchase handy just in case you need to return something to us.

If you have registered for an account with wilko, there are plenty of ways to personalise your account and keep track of your activity. Your account will allow you to:

• View a full list of your past orders
• Buy it again from a previous order
• Save card details and amend existing saved cards
• Save and view items from your 'saved for later' list
• Amend your title, address book or email address
• Request a password reset
• Opt in or out of our marketing
• Deactivate your account

If you are unable to use any of the above privileges, please contact our Customer Care team.

You can use the wilko Store Locator to locate your nearest store. We are always looking for ways to bring wilko stores closer to our customers. If we have not managed to open a store near you yet, why not try our online delivery service?

We hope that you’re pleased with the service you’ve received while shopping with wilko and with the goods you’ve purchased. If for any reason you’re not 100% satisfied, and you would like to discuss this with us please contact us as soon as possible via one of the following options:

In-store

Please ask to speak to a manager

Telephone

08000 329 329

Email

enquiries@wilko.com

Write to us at

Wilko, JK house, Roebuck way, Worksop, Nottinghamshire, S80 3EG

We have 3 ways that you can purchase from us, in a wilko store, online at wilko.com or over the phone by calling our Customer Care team. Each has different payment types that we accept:

• In store: cash, card (Visa, Maestro, Mastercard, American Express, Visa Electron, Delta), Flexecash card, Love2shop voucher, Wilko saver card, Wilko gift card.
• Online: Mastercard, Visa, Delta, Maestro, Electron or American Express cards, Apple Pay, PayPal or via Laybuy.
• Over the phone: Mastercard, Visa, Delta, Maestro, Electron or American Express cards.

Unfortunately, due to high demand for our products, we are unable to check product availability in specific stores online or over the phone. Additionally, it’s not possible to reserve items or guarantee that the product will be available in store when you visit.

To avoid disappointment, you could try our great Order & Collect service. If the item is available online, place an order and select the Order & Collect delivery option within checkout for delivery to your local store.

If the item you’re looking for is out of stock online, please use the ‘email me when back in stock’ button underneath the product description. You will be emailed when the item is available again online.

Store only

This product is available in selected stores only. Please use our store locator to find your nearest store.

Online only

Some of our products are sold online only because they are either an Online Exclusive item that’s coming from one of our suppliers directly or there is a restriction preventing us from being able to deliver to store (large or heavy items). These items are only available for home delivery.

If you do order an item to a store using our home delivery options, you will still be charged.