Welcome to Turnandlevel. Below you will find answers to common questions about our household hand tools, ordering process, payment methods, delivery arrangements, returns and refunds.
If you require further assistance, please contact us at auditor@turnandlevel.com.
1. Products
What products does Turnandlevel sell?
Turnandlevel offers a range of household hand tools and related accessories, including tape measures, mini spirit levels, screwdriver sets, hex keys and parts organisers.
Where can I find product details?
Each product page contains relevant information about the item, including its stated features, dimensions and included components where applicable. Please review the product description carefully before placing an order.
How can I ask a question about a product?
Please email auditor@turnandlevel.com with the product name and your question. Our customer service team will review your enquiry and respond within our stated response timeframe.
2. Orders
How do I place an order?
Browse our product range, select the items you wish to purchase, add them to your basket and proceed to checkout. Enter your contact and delivery details, review the order total and complete the payment process.
An order confirmation will be sent to the email address provided during checkout once the order has been accepted.
Can I change or cancel an order?
Please contact auditor@turnandlevel.com as soon as possible and include your order number.
We will review your request according to the current order status. If an order has already been dispatched, a change may no longer be practical. However, this does not affect any applicable statutory right of withdrawal or other legal remedy.
I have not received my order confirmation. What should I do?
Check your inbox and spam or junk folders first. If the confirmation is still missing, contact us with the email address used at checkout and any available payment or order details.
3. Payment Methods
Which payment methods do you accept?
The payment methods available at checkout may include:
- Visa
- Mastercard
- American Express
- Apple Pay
- Google Pay
- Other electronic wallets displayed during checkout
The payment options available for a particular order may depend on the checkout configuration, payment method eligibility and the customer’s device or region.
Please select an available payment method at checkout and follow the instructions provided to complete your purchase.
When will my payment be processed?
Payment is submitted during checkout. An order may require successful payment authorisation before it can be confirmed and processed.
If a payment is declined or remains incomplete, please check the information entered and contact your payment provider if further assistance is required.
Will I receive confirmation of my payment?
Order confirmation and relevant payment information will be sent to the email address supplied during checkout, where applicable. Please retain these messages for your records.
4. Shipping and Delivery
Where are orders dispatched from?
Orders are dispatched from Mexico for delivery to customers in European markets.
Which delivery services do you use?
Depending on the destination and available service, we work with delivery providers including DHL, FedEx and UPS Priority services.
The applicable delivery arrangement and any delivery charges will be shown or communicated during the ordering process.
How long does delivery take?
The estimated transit time is 5–12 business days from dispatch.
Actual delivery times may vary according to the destination, carrier operations, customs procedures where applicable, public holidays and other circumstances affecting transport.
Will I receive tracking updates?
Yes. We use the email address supplied when placing an order to send relevant tracking notifications at key stages of the delivery process, where tracking information is available.
These notifications may include:
- Order dispatch.
- Arrival at a logistics facility.
- Progress towards local delivery.
- The carrier’s recorded delivery outcome.
Please check your inbox and spam or junk folders for these messages.
What should I do if my tracking information has not changed?
Tracking records may not update continuously while a parcel is in transit. If the information remains unchanged for an extended period or your parcel has not arrived within the estimated transit time, please contact auditor@turnandlevel.com and include your order number and tracking reference.
We will review the available information and contact the carrier where appropriate.
What happens if my order is delayed or missing?
If delivery exceeds the estimated transit period, contact us so that we can investigate the matter with the relevant carrier.
Following a review of the circumstances, we will arrange an appropriate resolution, which may include a full refund or a replacement shipment.
The outcome will be handled in accordance with the circumstances and applicable law. A carrier investigation will not remove any statutory rights that apply to your purchase.
Who is responsible if an order is lost or damaged in transit?
Where applicable consumer law provides that the seller bears the risk until delivery, Turnandlevel remains responsible until you, or a person designated by you other than the carrier, take physical possession of the goods.
Handing a parcel to a carrier does not, by itself, transfer the risk of loss or damage to the consumer.
5. Returns and the 14-Day Right of Withdrawal
Can I return an item if I change my mind?
Where the EU consumer withdrawal rules apply, you generally have 14 days from the day you receive the goods to withdraw from an eligible online purchase without giving a reason.
To exercise this right, email auditor@turnandlevel.com within the applicable withdrawal period and clearly state that you wish to withdraw from your purchase.
Please include your order number, name and the product or products concerned.
How do I return an item?
After notifying us of your withdrawal, return the goods without undue delay and within the applicable legal timeframe, generally no later than 14 days after notifying us of your decision.
Unless we have agreed otherwise or applicable law provides otherwise, the customer bears the direct cost of returning goods following a change-of-mind withdrawal, where this was properly disclosed before purchase.
This does not apply where the goods are faulty, damaged or incorrectly supplied and applicable law requires the seller to bear the return cost.
Can I open an item before returning it?
Opening a package does not automatically remove the right of withdrawal.
You may examine goods to the extent reasonably necessary to establish their nature, characteristics and functioning. Where permitted by applicable law, you may be responsible for diminished value caused by handling beyond what is necessary for that examination.
When will I receive my withdrawal refund?
We will process a valid withdrawal refund within the applicable legal period, generally no later than 14 days after being informed of your decision.
Where permitted by law, reimbursement may be withheld until we receive the returned goods or you provide evidence that they have been sent back, whichever occurs first. This does not apply where we have offered to collect the goods.
Refunds will normally be made using the original payment method unless another arrangement is expressly agreed and permitted by law.
6. Damaged, Faulty or Incorrect Items
What should I do if my order arrives damaged?
Please email auditor@turnandlevel.com with your order number, a description of the problem and clear photographs showing the damage.
Photographs help us assess the issue and determine an appropriate resolution.
Do I need to return a damaged item?
Where the photographs and order information provide sufficient evidence, we may arrange a refund or replacement without requiring the damaged item to be returned.
If further information is reasonably necessary, we will contact you. This assessment process does not restrict any mandatory remedy available under applicable law.
Can I request a refund or replacement for a faulty item?
Yes. If an item is faulty, damaged or does not conform to the purchase contract, contact auditor@turnandlevel.com with the relevant order details and supporting information.
Depending on the circumstances and applicable law, the available remedy may include repair, replacement, a price reduction or a refund following termination of the contract.
Nothing in this policy limits your statutory rights concerning non-conforming goods.
Who pays the return cost for faulty goods?
Where a return is required to address faulty, damaged or non-conforming goods, Turnandlevel will bear the applicable return costs where required by law.
If we confirm that no return is necessary, we will advise you of the resolution by email.
7. Refunds
How are refunds issued?
Refunds are normally issued to the original payment method. The time it takes for the amount to appear in your account may depend on the payment method and the relevant financial institution.
How do I check the progress of a refund?
If you have received confirmation of a refund but cannot see the amount in your account, allow time for the payment provider and financial institution to complete their processing.
If the amount remains outstanding, contact auditor@turnandlevel.com with your order number and refund confirmation, where available.
Will delivery charges be refunded?
For a valid withdrawal, the original standard delivery charge will be refunded where required by applicable law. Any additional cost arising from the customer’s choice of a more expensive delivery option may be excluded where the law permits.
For faulty, damaged, missing or incorrectly supplied goods, the applicable refund and delivery costs will be handled in accordance with the circumstances and relevant legal requirements.
8. Customer Service
How can I contact Turnandlevel?
You can contact us using the following details:
Brand: Turnandlevel
Email: auditor@turnandlevel.com
Website: https://www.turnandlevel.com
For order-related enquiries, please include your order number and a brief description of the issue.
When will I receive a reply?
You may email us at any time. If you contact us outside our regular service hours, please leave your message and relevant details.
We aim to respond to customer enquiries within 24 hours of receipt.
Where an enquiry requires additional information or further review, we will communicate with you about the next steps.
9. Privacy
How is my personal information handled?
We use relevant personal information to process orders, arrange delivery, communicate with customers and administer returns or refunds, in accordance with our Privacy Policy and applicable data protection requirements.
Please refer to the Privacy Policy on www.turnandlevel.com for further information about data use, retention and your applicable rights.
10. Further Assistance
If your question is not covered above, please contact auditor@turnandlevel.com.
Turnandlevel aims to handle customer enquiries clearly and professionally, with reference to the relevant order details and applicable policies.