COVID-19 FAQ

Find answers to some of our most common questions relating to COVID-19

Hilti Frequently Asked Questions

General

Like you, we have been closely following the recommendations given by the British Government and global health organisations in response to the Covid-19 outbreak.

Our priority is to protect the health of our employees and their families, as well as our customers and partners. At the same time, we know you rely on us to keep your business moving.

We know that during this difficult period you may have several questions about COVID-19. The following guide aims to answer some of the most commonly asked questions and will be updated as the situation develops.

 

What preventative measures are you taking to stop the spread of the virus?

In line with the recommendations and guidelines of the British Government and health authorities, we have issued preventive hygienic guidelines and have taken precautionary measures in all of our office-based locations. We have established crisis management teams at global level as well as regionally, which has given us the ability to implement proactive measures quickly, and rapidly react to new developments.

 

What steps have Hilti account managers and engineers taken to adapt to the new normal?

Hilti representatives are ready to consult with you virtually or face to face to help improve safety and productivity on your projects. Your safety is our priority so strict hygiene measures will be adopted including the following:

  • Wear appropriate face masks and PPE at all times during a visit 
  • Maintain social distancing at all times and meet in open spaces when possible 
  • Understand and follow your safety expectations; both on-site and office visits 
  • Clean all tools and equipment with alcohol-based solutions before and after use 
  • Provide risk assessments if required
     

Contact Us

How do I get in touch with you?

Our customer service team is available for calls Monday-Thursday, 8am-6pm, Friday 8am-5pm. You can reach them by calling 0800 886 100.

 

Live chat is available Monday-Thursday, 8am-6pm, Friday 8am-5pm.

My Orders, Supply and Availability of Stock

Can I still order online?

Yes, you can still order online.

Do you foresee any supply issues due to the virus?

We do not anticipate any significant impact to supply and stock, but our logistics team are monitoring this on a full-time basis. You can still order via our website, our customer service team or your local Hilti account manager (by phone or email).

Has there been any impact on delivery times?

We have implemented a split shift pattern at our warehouse in Bredbury to ensure we maintain social distancing requirements and to keep our employees safe. This means we are shipping all orders within 48hrs and are currently not able to guarantee next day delivery or premium deliveries for all orders. We will continue to monitor this situation and do our utmost to reduce these delays in the coming weeks.  

Once the goods are with our courier (TNT), they are still delivering on the next-day promise. We will monitor this closely and update you on delivery delays on a case-by-case basis.

Am I expected to sign for deliveries?

Our courier (TNT) have advised that they have revised the process for pick-up and deliveries and will no longer require recipients to sign for a proof of a delivery (POD). These temporary changes will remain in effect until further notice. 

Full details can be found below (TNT/FEDEX):

If you do not feel comfortable allowing our courier access onto your facilities for delivery, our courier will aim to achieve this by alternative methods such as:

  • Placing packages on the ground and stepping back to a safe distance as you collect them.
  • Holding your order at one of their depots.
  • In both instances, signatures will be requested. To maximise safety, please have your own pen prepared and ready to use.

If you do not feel comfortable signing for the delivery, our courier will offer the following:

  • They will sign the delivery record sheet with their own pen, keeping a safe distance.
  • If this is not possible, our courier will ask you to sign for the delivery (with your own pen) on a “Sorry We Missed You” card (TNT), door tag (FedEx) or a handwritten note with the following details: Acknowledge delivery of shipments, date & time, name and signature.

 

Hilti Stores

Can I still go to my local Hilti Store?

Hilti Stores are now open.

  1. Entry to the store is limited to one person per company.
  2. Access to the store will be restricted to a limited area.  
  3. Appropriate hygiene and cleaning practices are in place.
  4. Returns and repairs can currently not be accepted at stores. Please use our website or contact customer services on 0800 886 100.

With our Click & Collect service you can now order online and pick up your items from your nearest Hilti Store just 1 hour later – anytime during opening hours.

 We appreciate your support and look forward to welcoming you again!

 

Do I need to wear a face mask in store?

Following the Government guidelines, starting 24th of July, face coverings are required to be worn in all Hilti Stores. More guidance can be found on the Goverment website

Repairs

Are you still accepting repairs?

Our Tool Service Centre remains open for service, repair and calibration and our Tool Service team will begin working in shifts to ensure employee safety and our commitment to delivering services. Please call our customer service team on 0800 886 100 to arrange a repair or simply book your repair via our website.

Are you still offering 3-days or free repair service?

While we continue to repair the tools on the same day they arrive, we cannot guarantee our 3-day end-to-end repair turnaround service until this situation returns to normal. In the meantime, we will strive to maintain our world class tool services.

Fleet Management & Payments

Will you freeze Fleet Management and general credit payments?

At this point, we are unable to delay/freeze any payments. If you have any queries, please get in touch with our credit & collection team gbteamcredit&collection@hilti.com

 

Are you still accepting new credit applications/accounts?

Due to the COVID-19 situation Hilti has taken the decision to temporarily postpone processing new credit application forms.

If you would like to place an order this can be done through a cash sale by contacting our customer services on 0800 886 100 or placing it online.

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