020 8908 4744
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FAQ's

Frequently Asked Questions

Registering an account on our website will let us offer you an easy yet superior shopping experience. With your online account set up, you will be able to:

   • Buy tools and machinery securely online at any time of the day or night!
   • Track outstanding orders and browse your order history
   • Store and update your personal details including multiple delivery addresses
   • Save individual products or complete baskets until you're ready to order

Why You May Be Unable to Sign In

Here are some common reasons:

Incorrect Email Address

  • Double-check the spelling of your email address. It must match the one you registered with.

Incorrect Password

  • Ensure you’re entering the correct password. Passwords are case-sensitive.
  • If you’ve forgotten your password, click the Forgotten Password link under the Returning Customer option.

Purchases Made in Store or via Catalogue, Not Online

  • If you’ve shopped with us in-store or via our catalogue but not online, you’ll need to create an online account. Use the New Online Customer option.
  • If you have a Gayways customer number (found on old invoices), entering it during registration will speed up the process.

Newsletter Subscribers Without an Online Account

  • If you’ve subscribed to our newsletter but never registered a full account, you’ll need to sign up as a new customer. Use the New Online Customer option to create an account with a password and your details.

If you've changed your name or email address, there's no need to register a new account, just update your existing one:


   • Sign in to your account, the Personal Details page will be shown

   • Click Edit my Details

   • Under Personal Information, update your details as required

   • Enter your current password then click Update Details to save the updates

Why Your Card May Be Declined

If your card is declined, please ensure:

  • Your details match those on the card.
  • Your Verified by Visa or MasterCard SecureCode password is correct.

Other possible reasons include:

  • Insufficient funds.
  • A temporary bank error.
  • Your card is not authorized for online use.

Unfortunately, we cannot provide the exact reason for the decline. Please contact your card-issuing bank for further assistance.

If you continue to experience issues, feel free to:

  • Call our sales team at 020 8908 4744 to place your order by phone.
  • Email or call us—we're here to help!

How to Buy Online & Collect In-Store


Add Items to Your Basket

  • Shop as usual and add items to your basket. Most items are available for Buy Online & Collect In-Store. Items not eligible will be clearly highlighted in your basket.

Choose 'Collect In-Store' at Checkout

  • At the checkout, select the Collect In-Store option.

Select Your Preferred Setup

  • Choose how you'd like to receive your items:
  • Boxed (not assembled)
  • Fully Built & Tested (This option includes an additional labor charge).

Enter Your Details and Pay Securely

  • Provide your details and complete your payment through our secure system.

Save Your Confirmation

  • Print the confirmation page or note your order number.

Order Confirmation Email

  • You’ll receive an email confirming your order details.

Ready for Collection Email

  • We’ll send you another email once your order is ready to collect.

Collect Your Order

  • Visit the selected store with:
  • Your order confirmation page OR your order number and a valid photo ID.


That’s it! Enjoy the convenience of shopping online and collecting in-store.

Verified by VISA / MasterCard SecureCode is an easy and secure online payment method which increases the security of any online purchase that you make.

The service protects you against any unauthorized purchases from your Credit / Debit card even before it happens.  To use this, all you need to do is confirm your identity with a unique password for every online purchase.

The authenticity of the online store can be reassured due to a personal assurance message.

Why Verified by VISA (VBV) / MasterCard SecureCode?

Enjoy enhanced security:

  • Prevent misuse of your Credit/ Debit Card
  • Transaction gets authorized only after authenticating your account every time

How does it work?

A very simple process:

  • Select the goods and services from our site
  • Enter your Bank Visa/MasterCard Card number
  • Confirm your personal message
  • Enter your password
Collection Policy
 
If you’ve placed an order with us, we will hold your item(s) for 2 weeks from the time the stock is available for collection. For items that need to be ordered, the holding period begins once the item(s) arrive in-store.
 
If you’re unable to collect your item(s) within the 2-week period, please contact us by phone or email with your order reference. As a goodwill gesture, we can extend the holding period upon request.
 
Please note:
 
  • A £10 daily charge will apply for uncollected items beyond the 2-week period.
  • This fee must be paid before the goods are released.
Thank you for your understanding and cooperation.
Refund Policy
 
If you decide to return a product, the refund terms depend on the product's condition:
 
Boxed Items (Collected or Delivered)
 
  • A 15% restocking fee will be deducted, and the remaining amount will be refunded.
Fully Assembled and Tested Items
  • A 25% restocking fee will apply, with the remaining amount refunded.
Exchanging for an Alternative Product
 
  • A 10% restocking fee will be applied, with the remaining amount either refunded or credited toward your new purchase.
We appreciate your understanding and are happy to assist with any queries about this policy.

Collection Requirements

When collecting your order, please bring:

  • A copy of your order confirmation or invoice, OR
  • A "Ready to Collect" text message.

If you only have your order number, you will also need to provide a valid form of photo identification, such as:

  • Driving license
  • Passport
  • Bus pass, or similar

Nominating Someone to Collect

If someone else is collecting on your behalf, they must bring the same information or verify the collection over the phone with you. The nominated person will also be required to sign for the item.

Thank you for helping us ensure a secure and smooth collection process.

Delivery outside of the UK is a special request and we cannot always guarantee that we can however we can arrange for products to be shipped depending on the countries location.

There will be extra charges involved with sending items overseas and this can be arranged by email or calling our sales team on 020 8908 4744 or sales@gaywaysltd.co.uk