Frequently Asked Questions
My Account
If you’re having difficulty logging in and you’re certain you’re using the correct login details, simply click ‘Forgotten Password’ on the Sign In page.
If there’s an account associated with the email address you entered, you’ll receive an email with a link to reset your password. Once logged in, you can also visit the “Reset My Password” section if you’d like to change it again.
No worries! Just click ‘Forgotten Password’ on the Sign In page, enter the email address you registered with, and we’ll send you a link to reset your password. Once signed in, you can change your password at any time.
My Order
If you’re missing a product, first check your order dispatch confirmation email to ensure all items were listed. Orders with multiple items may be shipped separately, so it could be on its way in a separate delivery. You can track your order through the dispatch email.
If you’ve received all your parcels and still notice something missing, please get in touch with us by providing the order number and product details so we can investigate. For Click & Collect orders, if anything is missing, simply visit the store or contact us, and we’ll resolve the issue.
You should receive an email confirmation at the address you provided when placing the order. If you don’t see it, please check your spam folder. If it’s still not there, you can send a copy of your trolley to your email by going to My Account, selecting “Order History,” and clicking the blue arrow next to the relevant order to choose the “Email” option. This will send a copy of your trolley to the email address linked to your account.
Payment
Yes! Business customers can apply for a VoltageHub Trade Account, which offers flexible credit limits with up to 60 days to pay, along with easy online account management. We can also provide access cards for your employees for added convenience.
Please note that Trade Accounts are available for business customers only and are subject to approval. Visit our Trade Account page for more details.
Once you apply a promotion code, the discount will be reflected in your total bill during checkout.
Some promotional codes may be account-specific. If you have multiple VoltageHub accounts, ensure you’re logged into the correct one. If you’re still having trouble, please contact us for assistance.
While we don’t offer bulk discounts or price match guarantees, VoltageHub strives to provide the best possible prices. Business customers can also enjoy a 5% discount when they open a VoltageHub Trade Account. Visit our Trade Account page to learn how to apply.
Click & Collect
You can check the availability of items in your local VoltageHub stores online, then place your order and pay. Once the store is open, we’ll gather your items, and we’ll send you a text once your order is ready for pickup – typically within 5 minutes.
If the item is unavailable at your local store but is in our warehouse, you can opt for Next Day Collection, which will be ready for you to pick up the next business day after 3pm. If you’re in-store and can’t find everything you need, we can check availability at nearby stores, complete your payment, and reserve the remaining items for you.
To cancel your order before collection, please visit the store or Contact Us for a refund. If you don’t collect your order within 14 days, the items will be returned to stock, and a refund will be automatically issued.
Your order will be held for 14 days at the selected VoltageHub store.
Delivery
Orders placed for Next Business Day Delivery before 9pm Monday to Thursday or before 5pm on Sunday will arrive by 6pm the following business day. For Pre-12 delivery, your order will be delivered before midday the next business day.
Orders placed for Saturday delivery by 6pm Friday should arrive before 6pm Saturday. Sunday deliveries, placed by 4pm Saturday, will arrive by 6pm Sunday.
Larger items (over 30kg) can only be delivered Monday to Friday, and may take up to two working days.
All deliveries require a signature. If you’ve provided your mobile number, you’ll receive a text around 7am on the delivery day with a two-hour time window and live tracking to follow your parcel’s journey.
If you or the recipient are unavailable when delivery is attempted, the carrier will leave a card confirming the attempted delivery. Follow the instructions on the card to either reschedule delivery or collect your items.
Returns
We want returns to be hassle-free with our 30-Day Money-Back Guarantee, allowing you to exchange or refund your purchase confidently. For full details, visit our Returns page.
If your item is faulty and purchased within the last 30 days, bring it to your nearest store with its original packaging for an exchange or refund. Make sure to bring your receipt, invoice, or order reference number.
If the 30-day period has passed, we offer repairs or replacements, provided the fault is reported within 12 months and isn’t due to wear and tear. For items reported faulty after six months, you’ll need to show the fault was present at the time of delivery.
If we cannot repair or replace the item, we will issue a refund. If the item or packaging has been excessively damaged, we may reduce the refund amount. After 12 months, your statutory consumer rights still apply.
If you can’t visit the store, you can Contact Us to arrange for a collection, and postage charges will be refunded once the fault is accepted. Please note that some products may not be eligible for returns. Check our Returns information for a list of excluded items.
Shop, Save, Score Promotion
The Shop, Save, Score Stamp Card is a promotion for VoltageHub Club members to collect stamps when spending a minimum of £50 (including VAT) in a single transaction – either in-store, online, via the VoltageHub app, or contact centre.
Members can collect up to 10 stamps, and those who collect all 10 stamps will win exciting prizes along the way.
The Shop, Save, Score Stamp Card promotion runs from 00:00 on 10th June 2024 to 23:59 on 22nd July 2024. After this period, stamps can no longer be collected.
