Commonly Asked Questions

How do I order?
Do you have quantity discounts?
How do I know what is in my basket?
Do I need an account to order?
What if I forget my password?
What if my goods are not in stock?
Can I track the progress of my order?
Can I collect the order from your store?
Do you deliver locally?
How do I use my Coupon?
Are all the products stocked at your store available to buy on Town and Country Hardware online?
How do I make a Gift list?
What do you do with my personal information?
Do your prices include VAT?
Is there a delivery charge for each item?
How secure are my credit card details?
WEEE Regulations - Why are we involved?
WEEE Regulations - Where to dispose of electrical equipment?
WEEE Regulations - How does this work in practice?

How do I order?
Ordering couldn’t be easier. Choose the items that you want by following our main menu screens and clicking on the title or picture of the product. When you reach the screen showing the green box you can choose the quantity you want and add them to your shopping cart by clicking . You will be able to remove this item or change the quantity later if you wish by clicking View basket.
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Do you have quantity discounts?
Some products are cheaper if you buy more than one. Look for the asterix * after the item price and click on ‘View quantity discount prices’ at the bottom of the page. These prices will be automatically applied at the checkout.
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How do I know what is in my basket?
You can view the items and prices in your shopping basket at any time by clicking on View basket
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Do I need an account to order?
Yes, when you have finished adding items to your basket, click ’Checkout’. If you are an existing customer enter your email address and password in to the boxes shown and then click ‘Proceed’. If you are a new customer enter you email address in the box and click ‘Proceed’. Follow the onscreen instructions, choose your Shipping method, click ‘Proceed’ and you will see what you have ordered and the total amount including delivery charges. If you are an existing customer your billing and contact information will be shown. If you are a new user you will need to complete the information on the screen. and enter a password of your choice. Select which options you need and click on ‘Make the Order’. You will then be directed to a secure area (you will see the padlock sign at the bottom right hand corner of your screen). Enter your credit card details or PayPal account and follow the on screen instructions. The transaction will be completed and you will then be sent an email confirming your order and the total amount debited from your account.
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What if I forget my password?
If you have forgotten your password we can automatically send it to you if we already have an email address and password for you. You can click here now to enter your email address. If you do not know your email address then please contact us. .
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What if my goods are not in stock?
We try very hard to ensure that all of the products on our website are in stock and available for immediate delivery. If, for some reason we are out of stock of items from your order, we will email you with the lead time on that item and you will have the opportunity to either wait or cancel the order.
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Can I track the progress of my order?
To track the progress of you order, log in to your account by clicking My account or clicking the link in your confirmation order email and following the on screen instructions.
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Can I collect the order from your store?
To collect your order personally from our store, select ”Customer Pickup” as the Shipping method on the Checkout page. You will not be charged carriage on your order. Please make sure that you phone or email us to check availability (if we have not contacted you previously ) before you travel.
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Do you deliver locally?
Some of our goods can only be delivered locally on our own transport. Other products may be delivered on our own transport if you live locally within Our Delivery Area Postcodes.
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How do I use my Coupon?
If you have a valid discount or money off coupon you can use this during a purchase at the Checkout stage or View Basket page. The amount will automatically be deducted from your total.
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Are all the products stocked at your store available to buy on Town and Country Hardware online?
Some goods cannot be transported by carrier because they are hazardous or inflammable,or just too bulky and heavy. We are continuously adding products to Town and Country Hardware Online, but because we keep such a large range of goods in store some items may not be available on our website.
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How do I make a Gift list?
To create a gift list for your friends and family to use click on Gift List at the top of the page and follow the online instructions.
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What do you do with my personal information?
We use your information to handle orders, deliver products and services, process payments, communicate with you about orders, products, services and promotional offers (if you have opted in), update our records and maintain your accounts with us, We also use this information to improve our store and prevent or detect fraud or abuses of our website. We DO NOT pass or sell your information on to third parties. You can subscribe to our products, and promotions updates via email. If you no longer wish to receive these updates please tell us from our contact page and we will remove you from this service.
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Do your prices include VAT?
All of our prices and delivery charges include VAT. The VAT amount is shown separately on your invoice for your convenience if you are reclaiming VAT.
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Is there a delivery charge for each item?
No, you only pay one standard delivery charge however many items you order, making it more economical to order more items in one visit.
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How secure are my credit card details?
Your credit card details are only entered in the secure area of our website. We use Protx (which is a part of Sage) or PayPal to process your credit card details on their secure servers. No cardholder information is ever passed unencrypted . You can be completely secure in the knowledge that nothing you pass to the Protx or PayPal servers can be examined, used or modified by any third parties attempting to gain access to sensitive information.
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Why are we involved?
Recycling facilities are now available for all customers at which you can deposit your old electrical products. This is a requirement under UK and European legislation (The Waste Electrical and Electronic Equipment – or WEEE – Directive). The aim of the legislation is to; Make good use of the materials that make up old electrical equipment by recycling rather than disposing in landfill. Prevent the negative environmental effects of sending often hazardous electrical equipment to landfill. As a conscientious business,Town and Country Hardware has chosen to group together with other retailers in joining the ‘Distributor Take Back Scheme’. Through this scheme, we have paid toward the provision of improved of recycling facilities for our customers.
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Where to dispose of electrical equipment?
Wherever practical, old electrical waste should not be disposed of with your household waste. You can locate your closest participating collection site at www.recycle-more.co.uk (please remember to have your postcode to hand). Other information UK households dispose of over 1.2 million tonnes of electrical and electronic waste every year. This is the equivalent of 150,000 double decker buses and would be enough to fill the new Wembley Stadium 6 times over. Much of the UK’s electronic waste ends up in landfill sites, where toxins put communities at risk. Failure to segregate any type of recyclable material in the home will usually result in items being disposed of in a landfill site (buried in the ground in the UK) or being incinerated. To remind you to recycle, all new electrical products are marked with a crossed out wheeled bin symbol.
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How does this work in practice?
Customers will be able to take any old electrical equipment to participating civic amenity sites (often known as ‘household waste recycling centres’) run by their local councils. Please remember that this equipment will be further handled during the recycling process, so please be considerate when depositing your equipment. Funding collected through the Distributor Take Back Scheme has been distributed between all Local Authorities in the UK to ensure the provision of improved recycling facilities. Producers of these products will then ensure that deposited items are taken away and recycled.
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With effect from July 2007, the UK’s Waste Electrical and Electronic Equipment (WEEE) Regulations require that all producers of electrical equipment are now obliged to pay for these items to be recycled when they become waste. These regulations also require that all retailers both actively assist in delivering a UK wide WEEE collection infrastructure and encourage the participation of consumers in recycling electronic equipment. So that you can get your waste electrical goods recycled, we have contributed towards a national fund to assist local councils to further develop their existing waste electronics collection facilities, which will in turn allow producers of this equipment to meet their obligations. To remind consumers to recycle, all electrical items sold now carry the ‘crossed out wheeled bin’ symbol. Not all council sites are suitable to collect all types of waste electrical goods but to find out your nearest participating site (including other collection facilities that may not be operated by the council) and for advice on all aspects of recycling at home, please visit www.recycle-more.co.uk. UK WEEE guidance, and has been used to improve the WEEE collection facilities located at Local Authority Civic Amenity sites. To locate your local WEEE collection site, please visit www.recycle-more.co.uk or contact our customer services department.
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