Help Center
Holidays 2025–2026: adjusted opening hours and delivery
Due to the holidays, our opening hours and delivery times are temporarily adjusted.
You can find the most up-to-date information on the page Adjusted opening hours and delivery .
Orders and Management
Private Customers
Yes, you can cancel an order (partially) within 14 days of receipt, as long as the order has not yet been processed. This is free of charge. Please always contact us in writing for cancellations and returns of items.
We only process...
No, unfortunately we cannot modify a placed order, and it is not possible to add nothing to it after placing it.
However, we can cancel your order for you (as long as it is not in process) or you can return the order after receiving it and then order...
If you have not received an order confirmation within 2 working days after paying your order, this probably means that the payment has not been made or has failed. In this case, please check whether money has been debited from your bank account.
Tip...
Shipping and collection
Note: Information about delivery times during the holidays
Items that are in stock usually get shipped within 1 to 4 business days. You will always receive an automatic message with shipping details and the status of your order as soon as it is shipped...
In your Track & Trace data you can see the status of your order with the carrier. If it takes longer than usual for your order to be delivered, you should first contact the carrier and ask about the status of your order. It can happen that an order...
Did you check the order carefully? Have all the boxes been opened and was there anything you couldn't find? Most likely, you have ordered items with different delivery times. Therefore, your order will be shipped in parts and the missing items will be...
Exchanges, returns and defects
What to do if my product is delivered damaged? Was the item damaged during shipping? Unfortunately, it can happen that damage occurs during transport. If your product was delivered damaged, we kindly ask you to provide the following photos as proof, ...
Check the order immediately upon receipt We advise you to check the order immediately upon receipt and confirm whether it has been delivered correctly and completely. Also, check if it might be a partial delivery, where the remaining part of the order...
Business customers
For business purchases made by entrepreneurs, there is no right of withdrawal and no statutory cooling-off period.
There is no statutory option to return the purchase within 14 days without stating reasons and receive a full ...
Invoices, payments, refunds
Always check if money has been debited from your bank account. If it has not, please place a new order or try a new payment method.
Payment has been debited from my account
If money has been debited from your account, but you have not received an...
The refund when you cancel an order is provided by law and is 14 days. The refund will be transferred to you within 14 days (after we have received the cancelled items back).
Please note: the costs for returning the goods when an order is cancelled ...
You will automatically receive an email with accompanying invoice on the next business day after the payment is successful. Always check your spam / junk mail folder to make sure you have not received the invoice.
Didn't receive an invoice?
Please...
Warranty and repairs
Requesting a repair. Step by step.
If a product fails within the warranty period, you can have it repaired by our own service warranty workshop, where our staff will carry out repairs within the manufacturer's terms and conditions. To request a repair...
Although your machine may break down within the warranty period, this does NOT automatically mean that all repairs are under warranty.
The usual wear and tear of a machine is NOT covered under warranty.
Warranty applies only in cases of demonstrable...
Private customers: 2 years statutory warranty.
For private customers, a legally established warranty period of 2 years applies. Please note: the provision of the invoice for your purchase is mandatory for the statutory warranty. The warranty period ...
Sales, promotions and account
Have you forgotten your password?
Then you can easily reset it via > Forgot your password?
Did you forget the e-mail address you use to log in?
You can find your login information in the email that you received when creating your account. In this...
Usually this happens when you have placed an order first and only afterwards created an account or logged in. Unfortunately, it is not possible to add placed orders to your account. Is this not the case? Then please wait for 1 to 2 business days so that...
We usually use discount codes for special promotions. These actions can always be found on our site and we also send them via our newsletter. Examples are:
A fixed discount amount on a particular item or brand.
A discount percentage of the purchase...
Purchase on Invoice for Business Customers
At Toolnation, business customers can place orders on account. This payment option is available to the following customer groups:
Institutions, foundations and non-profit organisations
Medium-sized and large enterprises
Government and public authorities...