Customer Services

Frequently Asked Questions (FAQs)

We answer your most frequently asked questions to make your shopping experience with us even easier.

Can I add to or alter an existing order?

Once your order has been confirmed we are unable to make any alterations to it in any way.

Can I cancel an order?

Orders can only be cancelled if you haven’t yet received an order confirmation. Please call 0333 400 9500 to cancel an order.
If you have already received an order confirmation, we are unable to cancel your order. You will be able to return the items once they have been delivered.

When will I be charged if I pay by card?

For online orders, your card will be charged for items when your order is received. Paid Reserve at Store items will be charged for when we confirm items are available for collection.

Can I change my delivery address once my order has been submitted online?

Unfortunately, it isn’t possible to change your delivery address after you’ve submitted an order.

How do I return an item?

Returning an item is really easy. You can return it to a store or contact our Customer Service Team to arrange a return to our main distribution centre. Find out full details about returning items on our refunds and returns page.

Do I have to pay for return postage?

If you’re returning an item to us by post, you will need to cover the cost for postage and packaging. Alternatively, you can return the item to your nearest store free of charge.

Can I ask a question about a product online?

To ask a question about one of our online products, simply find the item you have a query about and click on the ‘Submit a Question’ button. Our Technical Team will respond to you within 72 hours.

Can I get more detailed information about a product?

If you would like to know more about one of our products or require more specific information than what is displayed on the product page, you can contact us and we'll be happy to help.

What does ‘Used Item’ mean?

Used items are products that have been returned and deemed fit for resale at a reduced price. We always ensure that used items are working properly and are completely safe. We check the condition of each used item and clean them before resale. While used items might come in packaging that has been previously opened, all parts and accessories are included. Used items come with our usual 12-month guarantee.

What if an item is out of stock?

If an item you want is currently out of stock, instead of the ‘Add to Basket’ button you will see the option to ‘Email When Back in Stock’. Simply enter your email address and click ‘notify me’ and we will send you an email when the item comes back in stock.

When I place items in my basket are they reserved for me?

Items are not reserved when placed in your basket. Stock is only allocated to you when you have completed your purchase from the checkout. Items will remain in your basket if you place them there and come back later, but we can’t guarantee that they won’t sell out in the meantime.

Do you accept NUS cards?

Student discounts (NUS cards) are only accepted in stores when you card is shown at check-out, at the time of payment. NUS discounts are not accepted online or on mail orders.

Can I get a VAT receipt from you?

When your order is despatched from our distribution centre, VAT receipts are already included within your parcel. If you require a copy of the receipt, please contact our Customer Service team who will be more than happy to deal with your request.

Where is my nearest store?

You can find your nearest Maplin store with our store finder.

Why do I have to pay for a carrier bag?

From the 5th October 2015, we are required by law to charge a minimum of 5p for every new single use carrier bag. It's all part of the government's initiative to reduce waste. Proceeds generated from the sales of the bags will be donated to MacMillan Cancer Support both locally & nationally.