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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. 

We have agreed part of our workforce are, starting 17th April, moving to “Furlough” under the UK Government scheme. This will ensure 80% of their contracted pay can be met and we can continue paying wages now and as we move out of the pandemic.

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 and we are now offering free standard and express delivery on all online orders (*excludes 6m channel).

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 have been closed until further notice. We are seeking further clarification from the government on the situation and will keep this section of the website updated. To continue to support your business, we are offering free deliveries on all online orders.  

Do you know when Hilti Stores will reopen?

For now, we are unable to confirm when Hilti Stores are due to reopen. We will continue to monitor recommendations from the British Government and health authorities and will react accordingly to any developments.

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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Find answers to some of our most common questions relating to COVID-19 Read our FAQ's

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