Halfords Marketplace

Partners' Guarantee

We hope that you'll be over the moon with your purchase from our Approved Partners, but we understand that sometimes things don't always go to plan! Not satisfied with the service you've received from one of our Approved Partners? Don't worry - we can help you if your item hasn't been received, is faulty or damaged, or if you haven't received a refund from an order that you've sent back.

There are two ways you can escalate an issue if things don't go the way they're supposed to:

  1. If you have a Halfords account, go to the My Account page and then your orders page. Choose the order you'd like to contact the Approved Partner about, and click on Contact Seller. Then, choose the reason for contacting the seller and enter your message before selecting Send.
  2. If you don't have an account, go the Track My Order page and enter your order number and email address. Select Contact Seller and choose the reason for contacting the seller, then enter your message and send it.

If you've already contacted the Approved Partner about the issue, but haven't been able to reach any kind of resolution, you'll be able to contact our Halfords customer services team by completing the form at the bottom of the Contact Us page. They'll escalate the issue with the Halfords Approved Partner on your behalf to try and make sure it gets sorted as quickly as possible. This option can sometimes take a little bit longer, but we'll always try and resolve the issue within seven working days. When we do this, we'll ask the Approved Partner to look into what's happened (which might mean they'll need to talk to their courier).

Whichever route you choose, it's important that you provide us with plenty of information so we can get it resolved as quickly as possible. We may ask you to send us any communication you've had with the Approved Partner, along with proof of delivery or photographs if you've received a damaged product.

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Shopping with Halfords Approved Partners - FAQs

How can I contact an Approved Partner?

If you have a Halfords account and want to get in touch with the Approved Partner, head to your My Account page and then your orders page. Click on the order you'd like to contact the seller about, and select Contact Seller. Choose the reason for contacting the seller and enter your message before selecting Send.

If you don't have an account, simply go to the Track My Order page and enter your order number and email. Then select Contact Seller, choose the reason for contacting the seller, and enter your message before sending.

Once you’ve sent an email to an Approved Partner, they’ll need to respond within 3 working days. If they haven’t acknowledged your email within three days, please contact Halfords Customer Services. You’ll need to send us the order number and the dates on which you contacted the seller so we're able to look into this for you.

Please contact the Approved Partner before contacting Halfords Customer Services.

How can I pay for products ordered from a Halfords Approved Partner?

You can pay for products bought from Halfords Approved Partners with your credit/debit card or through PayPal.

Do price guarantees (like the Price Match promise) apply to products sold by Approved Partners?

Our Approved Partners have their own pricing policies, so price guarantees don't apply to the products they sell.

Are there warranty guarantees on products sold by Approved Partners?

All products sold by our Approved Partners are covered by the manufacturer’s warranty. Extra warranty may be offered by some of our Approved Partners.

This warranty information is included in the product description, but you can find further details in the Approved Partner’s Terms & Conditions.

Can I choose to have my order delivered to a different address?

Of course. Simply enter the delivery address you’d like your order to be delivered to during checkout. You can also choose to change your delivery address within 24 hours of placing your order. To do this, just send an email to the Approved Partner you’ve ordered from within 24 hours and they’ll be able to change this for you - so long as your order hasn’t already been dispatched.

How much does delivery cost when ordering products from Approved Partners?

The delivery cost will vary depending on which delivery option you choose and the Approved Partner you’re ordering from. When checking the price of the item you’d like to purchase, the cheapest delivery option for that item will be shown.

If the Approved Partner offers next working day delivery then you can select this during checkout (where the cost will also be shown).

Can I track an order I’ve made from an Approved Partner?

Unfortunately not all of our Approved Partners can provide tracking details for orders. If the Approved Partner can provide you with these details then you’ll receive them with your order dispatch confirmation email.

You can find out whether an Approved Partner can provide order tracking by reading their postage Terms & Conditions.

If I buy more than one item from the same Approved Partner do I need to pay separate postage for each item?

If you order multiple items from the same Approved Partner then you’ll only need to pay for postage once.

If you order multiple items from different Approved Partners, then you’ll need to pay separate postage costs for each Approved Partner.

Where's my order?

Once you've placed an order with an Approved Partner you'll be sent confirmation within three working days. If you choose next day delivery, order before 3pm and the items will be dispatched the same day, arriving the next working day.

If you think your order's running late, get in touch with the Approved Partner to make sure it's been dispatched. If you have a Halfords account, you can get in touch with them by visiting your My Account page, and then your orders page. Choose the relevant order and select Contact Seller.

If you don't have a Halfords account, simply go to the Track My Order page and enter your order number and email address, and select Contact Seller.

Once you've sent your message to an Approved Partner, they'll need to respond to you within three working days. If they haven't acknowledged your email within three days, please contact Halfords Customer Services. You'll need to send us the order number and the dates on which you contacted the seller and we'll look into this for you.

Please contact the Approved Partner before contacting Halfords Customer Services.

What happens if an Approved Partner cancels my order?

On rare occasions the Approved Partner you’ve placed an order with may need to cancel. This might happen if they've run out of stock for the product you ordered.

If this happens you’ll be sent an email to let you know that your order's been cancelled and a refund is on its way to your account. Please note that a refund may take up to three working days before it appears in your bank account.

What is the returns policy for buying clothing from Approved Partners?

Each Approved Partner has their own returns policies and Terms & Conditions. These can be found on the Approved Partner’s shop page.

How can I return or replace a damaged item which has been sent by an Approved Partner?

Your order should reach you in excellent condition, but things don't always go to plan.

If the item you’ve ordered arrives damaged or is faulty then each Approved Partner has their own Terms & Conditions and policies for returning items.

It’s a good idea to read through the Approved Partner’s Terms & Conditions before placing an order. You can find and read these in the Partners' Directory.

Our Approved Partners are required to meet trading standards, but are not required to follow the Halfords returns policy.

Can I return an item if I bought it from an Approved Partner more than 28 days ago?

Whilst Halfords offers a 28 day returns policy on products in their original packaging (with proof of purchase), our Approved Partners have their own returns and refund policies.

Our Approved Partners are required to meet trading standards, but are not required to follow the Halfords 28 day returns policy.

Please take a look at the Partners' Directory to find the Approved Partner’s shop page and their full Terms & Conditions.

What happens if the item I’ve been sent by an Approved Partner doesn’t match its description?

If the item you’ve received doesn’t match the description on the product page, please contact the Approved Partner directly.

The Approved Partner must respond to your email within three working days. If you don’t hear from them within this time (or if you aren’t satisfied with the response they’ve given you) then please contact Halfords Customer Services and we’ll resolve the issue.

What should I do if I receive a duplicated order from an Approved Partner?

If you’ve accidentally been sent a duplicate order (or received two items when you only ordered one), please contact the Approved Partner as soon as you can to arrange a return.

What are the Terms & Conditions for refunds and returns when buying from an Approved Partner?

Each Approved Partner has their own returns and refund policies and Terms & Conditions.

We recommended reading through the Approved Partner’s Terms & Conditions before placing an order. You can find and read these in the Partners' Directory.

Our Approved Partners are required to meet trading standards, but are not required to follow the Halfords returns policy.

If you’d like to request a refund or an exchange then you’ll need to contact the Approved Partner you bought your item from. If the Approved Partner hasn’t responded to your messages within three days, please contact Halfords Customer Services.

Please note: Products purchased from an Approved Partner cannot be returned to a Halfords store or Halfords Distribution Centre.

If you've cancelled an order but find you've still been charged, please allow three working days for the money to appear in your account before contacting Halfords Customer Services.

What should I do if an Approved Partner can’t resolve an issue satisfactorily?

We hope that our Approved Partners will be able to resolve any issues, but if you’re not happy with how an Approved Partner has resolved any issues, please contact Halfords Customer Services. You'll need your order number and details of the issue so we can try and sort things out.

Who do I contact if I’m not happy with the proposed solution an Approved Partner has given?

If you’re not happy with the proposed solution an Approved Partner has given then please contact Halfords Customer Services and we’ll try and sort things out.

How much time should I give an Approved Partner to respond to an email?

Once you’ve sent an email to an Approved Partner, they’ll need to respond within three working days. If they haven’t acknowledged your email or resolved your question within three days, please contact Halfords Customer Services. You’ll need the order number and the dates on which you contacted the seller to so that we can look into this for you.

What should I do if I receive unauthorised marketing emails from an Approved Partner?

Please let us know! At no stage should you receive any emails or messages which aren’t related to your order from an Approved Partner.

If you believe you’re receiving unauthorised emails from an Approved Partner please contact Halfords Customer Services and we’ll look into this.

Who should I contact if my order from an Approved Partner doesn’t arrive/is missing items?

If your order doesn’t arrive (or is missing any items), please contact the Approved Partner directly. They’ll be able to let you know when the item was sent, and how long you should allow for delivery.

If you’re contacting them because an item's missing from your order, they'll be able to tell you whether the missing item has been sent separately, or whether there might be an issue with that part of your order.

Please allow up to three working days for the Approved Partner to respond to your email. If they haven’t got back to you within three working days, please contact Halfords Customer Services. You’ll need to send us the original email, order number and the dates on which you contacted the seller so we can look into this for you.

How can I leave feedback for an Approved Partner?

You’ll be sent an email after your item has been dispatched asking if you’d like to leave any feedback.

By giving your feedback you’ll be showing other customers the experience you’ve had, but you’ll also be helping us, too! We’ll use your feedback to show where we (and our Approved Partners) can make improvements.

These are the questions you can answer when giving feedback:

  • How accurate was the product description?
  • Was your item delivered when expected?
  • How would you rate your item’s packaging on a scale of 1-5?
  • How would you rate the delivery charges for your item?
  • How would you rate the way the seller communicated with you on a scale of 1-5?

Who do I contact if I’d like to start selling on Halfords Marketplace?

We’re always on the lookout for new sellers to share their fresh and exciting products on Halfords Marketplace!

If you work for a business who'd like to start selling on Halfords Marketplace then please contact us via marketplace@halfords.co.uk

Please let us know what types of products you’d like to sell, as well as any other information you think we should know. A member of our Marketplace team will then get in touch with you as soon as possible.

If I order a bike from an Approved Partner can I get it built and serviced by Halfords?

Subject to inspection, we can build and service a bike you’ve ordered online from an Approved Partner. The price for building these bikes is as follows:

  • Non-Halfords Bike Build (12"-16" wheel bikes) - £19.99
  • Non-Halfords Bike Build (18" wheel and above) - £39.99

If you’d like to book a convenient time for your bike to be built (subject to inspection), please contact your local store.

If you choose to have your bike built by Halfords, this automatically includes a free bike service after six weeks, where our fully trained mechanics will run through a 20 point check to keep your bike in good working order.

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What is Halfords Marketplace?

We've joined up with some great partners to offer a bigger range of products online at better prices!

All of the sellers on our site are known as 'Approved Partners': we've made sure that their products and customer service are up to our standards.

How do I know who I'm buying products from?

Just look out for 'Sold & Sent by' next to the product. If it's there, that means you're buying a product from an Approved Partner.

What if I've got a question about an order?

If you've got a question about an order you've made with one of our Approved Partners, you can easily get in touch with them directly.

  • If you have a Halfords account, go to the My Account page and then your orders page. Choose the order you'd like to contact the Approved Partner about, and click on Contact Seller. Then, choose the reason for contacting the seller and enter your message before selecting Send.
  • If you don't have an account, go the Track My Order page and enter your order number and email address. Select Contact Seller and choose the reason for contacting the seller, then enter your message and send it.

So there you have it - a great new way for us to help you get the products you need!

Find out more about our marketplace.

See a list of all of our Approved Partners.


Halfords Marketplace
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