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Frequently Asked Questions

Delivery Information

Where do you deliver in the UAE?

We deliver across UAE. However delivery charges vary based on location, weight and delivery service. Additional charges apply for the below locations outside city limits

  • Freezone Areas
  • Al Ruwais
  • Al Raha
  • Madinat Zayed City
  • Baniyas-Abu Dhabi
  • Al Rahba
  • Al Falah

How long will the delivery take & how much does it cost?

Depending on the items you've ordered, your delivery may take between 1 - 2 working days. You'll be informed of your estimated delivery time when you checkout. We charge AED 20 on orders below AED 99. However delivery charges may vary based on location, weight, and delivery service. During the EID holidays, the delivery will be delayed.

How will I know when my order is on its way to me?

We'll send you an email when your order is out with our delivery partner. Our delivery partner will also send an SMS with a tracking link, so you'll know exactly where they are.

Can I change my delivery address after placing an order?

Yes, you can. Call us at 04-3391929 or email us at [email protected] and let us know the new delivery address you’d like us to deliver your order to.

Do I have to present anything at the time of delivery?

Our delivery partner might ask for your ID while delivering your order, so please keep it handy. If you've placed a Cash on Delivery order, you'll also need to present the exact amount of cash on receiving your delivery.

What do I need to do to ensure smooth delivery?

Here are a few things to keep in mind, to ensure smooth and hassle-free delivery:

  • Please ensure that you give the correct address and a number where you can be reached by our delivery team.
  • It's the responsibility of the customer to secure any permits & access needed. Please do ensure access to property is approved.

How much does delivery cost?

We charge AED 20 on orders below AED 99. However delivery charges may vary based on location, weight and delivery service.

Can I have my order sent to a different address?

Yes, there is an option at the checkout to set an alternative delivery address to your billing address.

What happens if I am not at the delivery address when the delivery is being made?

We require all parcels to be signed for. A signature can be obtained from anybody at the delivery address. If there is nobody in when the delivery is attempted, you will be contacted by the couriers to reschedule the delivery. See delivery information page for more details.

Can my parcel be left in my porch?

No, unfortunately, our couriers require a signature as proof of delivery; they are unable to leave parcels without one.

When will I receive my goods?

If your order is placed before 3 pm on a weekday it will be dispatched next working day. Online orders will be delivered within 1 to 2 working days. (Exclusions apply) Please see our delivery information page for more details.

What time will my delivery be?

Standard deliveries can take place anytime between 8 am and 8 pm although you will get a call before the delivery is scheduled from our couriers to get the Time slot for delivery.

Are all of your items in stock?

All of our products are linked in with our back-end database that takes stock levels directly from the warehouse. All products that have the "In Stock" flag should be in stock and ready for dispatch. If we receive an order and then discover that the item is out of stock we will make every effort to contact to confirm your options on how to proceed.

If some of my items are out of stock and some are in stock, what happens?

We will contact you to give you the choice of having one delivery when your order is complete or we can send the items that we have first whilst we wait for the back ordered lines to arrive

How will I know when an out of stock item is ready for me?

If you choose to leave an out of stock item on Back Order we will maintain regular contact with you to update you on its progress. This will include a phone call to confirm its arrival and arrange your delivery requirements.

I can't find what I'm looking for on your website, can you get other products?

Yes, we have direct accounts with all major brands and are more than happy to supply other products that are not in our standard range. Please call or email us with your requirements and we will get back to you as quickly as possible with price and availability.

Is your website secure?

Yes, We use secure server technology that implements Secure Socket Layering (SSL) to protect your details and assist your shopping experience. SSL is the industry standard for encryption and enables millions of secure online transactions everyday.

Can I order by phone?

Yes, you can call our Toll Free on 800 69349 {MY DIY} Extension Code - 509 between 9 am - 6 pm.

What are the currencies accepted for transacting on your website

The currency accepted would be AED, and the cards accepted for the transaction will be Visa and Master card.

Will I get an Invoice?

Yes, your Invoice will be supplied with your goods. If this doesn't find its way to you then you can request a copy at any time.

Am I able to amend my order once it's submitted?

Unfortunately, once you have clicked "Submit Order" your order is sent immediately to our warehouse to be processed for delivery. It is therefore unlikely that we can amend your order at this stage, but you are welcome to call us and if it is possible we will do our best to try.

The picture on the product listing was slightly different from what I received, why is that?

All our images are either manufacturer’s stock images or images we have created ourselves. From time to time manufacturers may alter products slightly. If the alteration is significant we will upload updated images. Our images are for illustration purposes only and you should read product descriptions for full details of what you will receive.

Can I return unwanted items?

Yes, if for any reason you no longer require your goods, or you have ordered an incorrect item by mistake we will offer a full refund or exchange within 30 days of purchase if the item is returned to us in its original condition and packaging. Alternatively we can arrange for our couriers to collect from you, however, courier charges may be applied for this service.

I have been delivered an incorrect item, what do I do?

Please inform us within 30 days and we will collect and redeliver a replacement item as soon as possible at no additional cost.

I have received a damaged item, what do I do?

If you discover an item is damaged please contact us as soon as possible (must be within 30 days from the date of order delivery) and we will arrange a replacement for you at no additional cost.

What warranty comes with your product?

The primary responsibility for warranty services rests with the principal supplier or manufacturer. The warranty’s only applicable within the UAE.

To file a warranty claim please email us a copy of your invoice along with a scan of the warranty card (as applicable to Yato, Starex, Makita and Stanley power tools).

You can reach us at [email protected] or +971 4 3391929.

Replacement Warranty

All Yato Hand Tools come with lifetime replacement warranty. If you product is broken either contact us or walk in store for an immediate exchange.

I need to arrange a power tool repair that is within its warranty period, what do I do?

You can call or contact us directly and we can explain the procedure depending on which brand of tool or product you have. Alternatively, in order to speed up the repair process, you can directly contact the respective service centers across the UAE. Please see below a list of the most commonly requested service centers:

For Yato or Starex Power Tools kindly contact us by email or phone or visit any of our stores with a copy of your invoice and warranty card.

Makita Service Centre
Deira : 04-2227138
Al Quoz : 04-3410778
Sharjah : 06-5333658
Abu Dhabi : 02-5556002
Al Ain : 03-7211299

Stanley
Abu Dhabi - 00971-2-6726131
Ajman - 00971-6-7435725/ 7438317
Al Ain - 03-7216690
Dubai - 00971-4-8127400/ 8127406
Ras Al Khaima - 00971-7-2277095

I've forgotten my password, what do I do?

On the log in page click forgotten password. Enter your email address and we will send you a link to reset your password. Click that link and type your new password

Why was my order cancelled?

We’re so sorry this happened, but if your order or part of it was cancelled it could have been due to us not being able to verify your payment details, due to technical issues, or if the item was damaged. If you've already made the payment for your canceled items, rest assured we would have automatically processed your refund. If you’re still unsure or need help, you can get in touch with us at +97143391929

Can I change my order?

Yes, but only if it’s still being processed by us. You can get in touch with us at +9714-3391929 to amend some of your order details including:

  • Delivery address
  • Contact number
  • Product(s)

Payment Options

Pay by Cash on Delivery

Speedex Tools provides COD option. Buy online and pay when the order is delivered to you. The maximum order value for COD is AED 2500. Only cash payments will be accepted. Any other payment methods like personal cheques or credit card will not be accepted.

Pay by Card for Online Payments

Speedex Tools accepts Master and Visa Credit and Debit Cards.

( The currency accepted on our website for a transaction will be in AED only.)

Click & Collect

How do I place an order using Click & Collect?

  1. Shop for your favorite products on Speedextools.com
  2. Add these products to your basket.
  3. Click the mini-basket from the top right of the screen and select the 'View Cart' button.
  4. Sign in or checkout as a guest and enter your personal information.
  5. In Shipping Method, you would see the option of 'Click & Collect'
  6. Choose the store you would like to collect the item(s) from the dropdown
  7. Make the payment

How much does it cost and when will I be able to collect?

Click & Collect is a free service offered by Speedex. If you place your order by 5pm, we will endeavor to have your order ready for you the following day. However, if we are shipping your product(s) from our warehouse, it might need additional time – you'll be notified of how long it takes, when you've selected your store on Speedextools.com

Can I change my store once I have placed my order?

Unfortunately no, we cannot amend your selected store once you have completed your order. If you do wish to change your chosen store, you can cancel your order and place a new one.

How can I pay for my Click & Collect order?

Click & Collect is a prepaid service, which means you can only pay online using your credit or debit card

Can I pay in cash or card when collecting my order?

Unfortunately no. If you would like to pay in cash you can have your order delivered to your home or office by selecting our ‘Cash on Delivery’ service at checkout. An additional charge of AED 10 applies on COD

Can I cancel a Click & Collect order?

Yes, you can. Once a Click and Collect order has been placed, you can cancel it up until it is invoiced.

To cancel your order, please email our Customer Support team through our Contact Us page or call us on +971 4 3391929  between 9am and 6pm (excluding public holidays). Please note, a cancellation will result in a refund via your original payment method.

How do I collect my order?

  1. Once you place your order, you will be notified by email and SMS when it is ready for collection
  2. All products will be held in the store for 4 days, from the time of notification
  3. When you visit the store to collect your products, please bring a copy of your order confirmation details with you, either printed or electronic.
  4. You will also need to provide a form of identification, so we can ensure we are releasing the order to the right person

What do I need to bring to collect my order?

You need to either present the SMS you’ve receive or your email confirmation. This can either be printed or on your smart phone or tablet. We will also need to see a form of identification to make sure that we are giving your order to the right person.
This needs to be either:

  1. Valid Emirates ID
  2. Valid driver's license or passport featuring a current photograph

Can I nominate or send someone to collect my Click & Collect order?

Of course you can.To make sure the right person collects it, we would need an authorization letter written and signed by you, their valid photographic identification (Emirates ID, passport or driving license) along with the order details to ensure that we are releasing the order to the right person.

How long will you hold my order?

We’ll hold your order in store for 4 days, after which we’ll return the order to the warehouse and process a refund. Please note, it may take up to 7 days for you to receive your refund post cancellation of your order.

What if I do not collect my Click & Collect order within 4 days?

If you do not collect your order within 4 days, your order will be cancelled. We will refund you on the original payment method used to place your order.

Where do I collect my order in store?

Any of our store staff will be happy to help you to find your way there. You can directly go to the billing counter and share the order number to collect the shipment with a valid photographic identification: driver’s license, original passport or your Emirates ID Card.

Are all of your products available for Click & Collect?

Yes, all of our products are available for Click & Collect.

What if I want to return my Click & Collect order?

Click and Collect orders can be returned to any Speedex stores. For more details on our returns policy, please click here: Return & Exchange policy

Return & Exchange

How long do I have to return an item?

You have 30 days from the date of purchase to return any item that meets our return policy.

What is the return policy?

  • We’ll refund an item(s) that is accompanied by the original proof of purchase such as your receipt or tax invoice
  • The returned item(s) must be in good and unused condition, in its original sealed packaging and with all paperwork, parts and accessories that came along with it
  • We'll offer your full refund via your original payment method

Are there any items excluded from the return policy?

The following products and services are non-refundable and non-exchangeable:

  • Special order or customized items (example: Paint, products sold per metre, cut timber)
  • Damaged or used items, which are no longer in a sellable condition
  • Installed and assembled items, except for faulty items
  • Delivery charges, except for faulty items

How do I return my items?

You can return the Item(s) at your nearest Speedex store

What should I do if my order arrives damaged, defective or if the wrong item was delivered?

If you notice any visible damage to the item on delivery, refuse the delivery and call us at 04-3391929 or whats app us at +971524455300.

If you find the item is damaged after you’ve opened it, immediately return it to your nearest Speedex store

Can I return an item that was purchased under promotion or came with a bundle deal?

You can return promotional or bundled items, but you’ll also have to return any free or discounted product that came along with the original item. We don't offer a partial refund on a promotional bundle.

How will I get a refund of my returned items?

Your refund will be processed via your original payment method.

If I’ve paid through my debit or credit card, how long would it take for me to get my refund?

The whole process right from receiving your returned item(s), to running a check on the item(s) and your bank processing the return will roughly take 2 to 3 weeks.

Will I get my VAT refunded when I return an item(s)?

The VAT amount will be included in your total refund amount. Make sure to show your proof of purchase - receipt or tax invoice - when returning your item(s).

I have shipped my item(s) outside the UAE. Can I still return it and get a refund?

Yes, you can return the item(s) within 30 days of purchase and get a refund as long as it meets our Returns & Refund policy. However, any shipping, handling & related costs will not be included in this refund and will have to borne by you.