Customer Help
Frequently Asked Questions
Find quick answers about orders, delivery, Click & Collect, returns, product advice, HQ Rewards, Trade Membership and shopping with The Drivers HQ.
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Find answers about placing an order, receiving confirmation, making changes, payment methods, discount codes and invoices. Where an order has already entered processing, some changes may no longer be possible, so customers should contact The Drivers HQ as quickly as possible.
Once your order has been successfully placed, Shopify will send an order confirmation to the email address or telephone number entered during checkout.
The confirmation will include your order number and a summary of the items purchased.
If you cannot find it, please check your spam, junk or promotions folder. You should also check that the email address entered at checkout was correct.
An order confirmation confirms that we have received the order. It does not confirm that a Click & Collect order is ready or that a delivery order has been dispatched.
First, check your spam, junk and promotions folders and search for an email from The Drivers HQ.
You should also check whether payment was successfully completed and whether the correct email address was entered during checkout.
Customers signed into a TDHQ account may also be able to view the order through My Orders.
If payment has been taken but no order appears, contact us with your full name, the approximate order value and the date the order was placed. Do not include full payment-card details.
Please contact The Drivers HQ as soon as possible if you need to change an order.
We will try to help where we can, but changes cannot be guaranteed once an order has entered processing, has been packed, has been dispatched or is being prepared for collection.
Possible changes may include correcting an address, removing an item or changing a product variation.
Do not place a second order to correct the first one unless our team advises you to do so.
Please contact us as quickly as possible if you wish to cancel an order.
We may be able to cancel it if processing has not started. Once an order has been packed, dispatched, supplier fulfilled or prepared for collection, cancellation may no longer be possible.
If the order has already been dispatched, you may need to follow the applicable returns process after receiving it.
Cancellation rights and return conditions depend on the type of order, product and customer.
Please read the Refund and Returns Policy for full details.
Items cannot normally be added to a completed Shopify order.
The additional product will usually need to be placed as a separate order.
Please contact us before placing the second order if the first order has not yet been processed.
We may be able to help, but we cannot guarantee that separate orders can be combined or that additional delivery charges can be refunded.
Contact us immediately if the delivery address is incorrect.
We may be able to update the address before the order enters processing. Once the parcel has been dispatched, an address change may not be possible.
For security and courier reasons, some address changes may require the existing order to be cancelled and a new order placed.
The Drivers HQ cannot guarantee that an address can be changed after checkout.
The payment methods currently available will be displayed during Shopify checkout.
Available options may vary depending on the order, device, customer location and payment-provider eligibility.
Only payment methods shown at checkout should be treated as available. Do not send payment details or full card information by email, telephone or WhatsApp.
A payment may be declined by your bank, card provider or payment service for several reasons.
Check that:
- The card details are correct.
- The billing address matches the payment method.
- Sufficient funds are available.
- Any bank verification request has been completed.
- The payment method has not expired.
- Your bank has not blocked the transaction.
The Drivers HQ usually cannot see the exact reason a bank or payment provider declined a payment.
Contact your payment provider if the problem continues, or try another payment method shown at checkout.
Check your bank or payment account carefully to see whether both transactions are completed payments or whether one is only a pending authorisation.
A failed or interrupted checkout can sometimes leave a temporary pending transaction that is controlled by the bank or payment provider.
If two completed payments appear and you have only one confirmed order, contact us with the order number, payment date and transaction values.
Do not send full card numbers, security codes or online-banking login details.
Discount-code combinations depend on how the promotion has been configured in Shopify.
Some discounts may combine, while others cannot be used together. Checkout will confirm whether the selected discounts are compatible.
Trade discounts, HQ Rewards, sale pricing, bundles and promotional codes should not be assumed to stack unless the offer specifically states that they can.
The final checkout total is the amount that applies to the order.
A discount code may not work because:
- It has expired.
- The minimum spend has not been reached.
- The product is excluded.
- The item is already discounted.
- The code is limited to selected customers.
- The code has already been used.
- Another incompatible promotion is active.
- The code has been entered incorrectly.
Check the terms supplied with the offer and confirm that the code has been entered exactly as shown.
If the order has already been completed without the discount, do not assume the discount can be applied retrospectively. Contact us before placing the order where possible.
HQ Rewards should not be assumed to combine with another discount, sale price, promotional code, bundle price or Trade discount.
Whether a reward can be used depends on the current HQ Rewards and checkout settings and the terms attached to the relevant offer.
Checkout will confirm whether the reward is accepted.
The full HQ Rewards area within your customer account remains the source of truth for available rewards and redemption options.
The Drivers HQ is VAT registered, and eligible orders will include the applicable VAT information.
Customers should check their order confirmation, receipt and customer account first.
If you require an invoice or a copy of an order document, contact us with the order number and the name or business details used when placing the order.
Any request to alter invoice details after an order has been completed will be reviewed individually and may not be possible.
Guest checkout availability depends on the current Shopify checkout configuration.
Where guest checkout is available, you can place an order without creating a full customer account.
Creating or signing into an account can make it easier to:
- View eligible orders.
- Access HQ Rewards.
- Manage account details.
- Use your digital loyalty card.
- Access relevant Trade features.
Use the same email address consistently so eligible orders and rewards can be connected correctly.
Find information about delivery charges, dispatch, tracking, delayed parcels and orders that arrive damaged or incomplete. Delivery services and prices should always be taken from the current checkout and Delivery Information page.
Delivery charges are calculated using the products in your basket, the delivery address and the services currently available.
The applicable delivery options and prices will be shown during checkout before payment is completed.
For current delivery information, restrictions and any available service options, visit the Delivery Information page.
Do not rely on an old social-media post, advert or previous order because delivery prices and courier services may change.
Any free-delivery promotion or threshold will only apply when it is clearly displayed on the website and accepted at checkout.
Free delivery should not be assumed.
The delivery options and charges shown during checkout are the terms that apply to the order.
Orders are processed as quickly as possible during normal operating periods.
The dispatch time can vary depending on:
- Stock availability.
- The time and day the order was placed.
- Order size.
- Product type.
- Supplier fulfilment.
- Special-order items.
- Seasonal demand.
- Courier collection times.
An estimated delivery service does not guarantee that an order will leave on the same day it is placed.
You will receive a dispatch or tracking notification when the parcel has entered the delivery process.
When tracking is available, the tracking link will be included in your dispatch confirmation.
You may also be able to view tracking through My Orders when signed into the customer account connected to the purchase.
Tracking can take time to update after the label has been created or the parcel has been collected.
If the tracking link does not work after the courier has had a reasonable opportunity to scan the parcel, contact us with your order number.
This normally means the delivery label has been created but the courier has not yet recorded the next physical scan.
The parcel may still be awaiting collection, moving through the courier network or waiting for its first depot scan.
Tracking updates are controlled by the courier and may not appear immediately.
Please allow a reasonable period for the next scan before contacting us. If the status remains unchanged beyond the expected dispatch and delivery window, send us the order number so we can review it.
Check the courier tracking first because it may contain the latest delivery estimate or details of an attempted delivery.
Courier delays can be caused by weather, traffic, depot disruption, seasonal demand, address issues or events outside the control of The Drivers HQ.
If the parcel has not updated for an unreasonable period or has passed the expected delivery window, contact us with your order number.
We can review the available tracking and raise an enquiry with the courier where appropriate.
First, check:
- Around the property.
- Any nominated safe place.
- With other people at the address.
- With immediate neighbours.
The courier’s delivery photograph or location information.
Whether the delivery address is correct.
If the parcel still cannot be found, contact us with the order number and any courier information available.
Do not wait an excessive period before reporting the issue because courier investigations may be time sensitive.
The courier may:
- Attempt delivery again.
- Leave the parcel in an approved safe place.
- Leave it with a neighbour.
- Take it to a collection point.
- Return it to the depot.
- Return it to The Drivers HQ.
The available options depend on the courier and service selected.
Check the tracking information and follow the courier’s instructions.
The Drivers HQ cannot guarantee that a courier will leave a parcel unattended.
Safe-place options depend on the courier and delivery service.
Where the courier allows delivery preferences, the available options may be shown through the tracking link.
A safe-place request is not always guaranteed and may not be available for every parcel.
Customers are responsible for choosing a location that is genuinely safe, dry and suitable for the products ordered.
Liquids, aerosols and detailing products should not be left somewhere exposed to heat, frost, rain or unauthorised access.
Contact The Drivers HQ as soon as possible and keep the product, outer parcel and internal packaging.
Please provide:
- Your order number.
- A description of the problem.
- Clear photographs of the parcel.
Clear photographs of the damaged or leaking product.
Photographs of labels and packaging where relevant.
Do not dispose of the item or packaging until we have reviewed the issue because it may be required for a courier claim or supplier investigation.
For full details, read the Refund and Returns Policy.
Check the complete parcel and all internal packaging first.
Large orders may occasionally be sent in more than one parcel, so check the dispatch confirmation and tracking information for additional shipments.
If an item is still missing, contact us with:
- Your order number.
- The missing product.
- Photographs of the parcel and contents.
- Photographs of the shipping label.
- Details of any visible damage or tampering.
Keep all packaging until the order has been reviewed.
Contact us as soon as possible and do not open, use or remove packaging from the incorrect product unless necessary to identify it.
Please provide:
- Your order number.
- The product ordered.
- The product received.
- Clear photographs of the item.
- A photograph of the parcel label where requested.
Once reviewed, we will arrange a suitable resolution.
For full terms, read the Refund and Returns Policy.
International delivery availability should be confirmed by the delivery options shown at checkout.
If a valid delivery service is not offered for the destination, The Drivers HQ cannot currently accept the order through standard checkout.
Some liquids, chemicals and aerosols may be restricted from international transport even where other products can be delivered.
Contact us before placing a large or specialist international order.
Many car care liquids can be sent through approved delivery services, but certain chemicals, aerosols, solvents and hazardous products may be subject to courier restrictions.
Restrictions can affect:
- Available courier services.
- Delivery locations.
- International delivery.
- Parcel quantities.
- Packaging requirements.
- Delivery times.
Checkout and the Delivery Information page will show the options available for the order where possible.
Click & Collect allows eligible orders to be collected free from The Drivers HQ in Ilkeston. Customers must wait for the collection-ready confirmation before travelling, as an order confirmation does not mean the order has been prepared.
Yes. Click & Collect from The Drivers HQ in Ilkeston is free for eligible orders.
Select Click & Collect during checkout when the option is available.
Some supplier-fulfilled, special-order, oversized or restricted products may not be eligible.
Checkout remains the source of truth for whether collection is available for the products in your basket.
Most eligible Click & Collect orders are prepared within 5 minutes during opening times.
This is an approximate preparation time, not a guarantee.
Preparation may take longer due to:
- Order size.
- Stock location.
- Busy periods.
- Supplier fulfilment.
- Special-order products.
- Stock discrepancies.
- Orders placed outside opening times.
You must wait for the collection-ready confirmation before travelling to the store.
You will receive a separate collection-ready confirmation when the order has been prepared.
The original order confirmation only confirms that the order has been received.
Do not travel to the store based on the order confirmation alone.
If you have waited longer than expected, check your spam and junk folders before contacting us.
No. Please wait until the collection-ready confirmation has been sent.
An order may still require stock checks, picking, packing or transfer before it can be handed over.
Arriving early does not guarantee that the order can be prepared while you wait.
Waiting for confirmation prevents unnecessary journeys and delays at the store.
Please bring:
- The collection-ready confirmation.
- The name used on the order.
- The order number.
- You can show the confirmation on your telephone.
The Drivers HQ does not normally require the payment card or proof of address for standard collection, although we may contact the person who placed the order if information does not match or the collection appears unusual.
Yes. Another person can collect an order when they have:
A screenshot of the order confirmation or collection-ready confirmation.
The name used on the order.
The order number.
The order must still have been confirmed as ready before they travel.
For unusual, high-value or disputed collections, The Drivers HQ may contact the customer who placed the order before releasing it.
The Drivers HQ will normally hold a Click & Collect order for seven calendar days after the collection-ready confirmation is sent.
Contact us if you need longer and we will confirm whether an extension is possible.
Orders not collected within seven calendar days may be cancelled, refunded and returned to available stock.
Special-order products may be handled differently.
If the order is not collected within seven calendar days, The Drivers HQ may cancel it, return the products to available stock and issue any applicable refund.
Special-order, supplier-fulfilled, personalised or restricted products may be handled separately.
Contact us before the collection deadline if you need more time.
Contact us as soon as possible if you need to change a Click & Collect order.
We may be able to help before the order is prepared, but changes are not guaranteed.
Once an order has been marked ready, adding or replacing products may require a new order or an in-store purchase.
Do not assume that an online promotion, discount or reward can be transferred to an additional in-store purchase.
Yes, you can purchase additional available products in store.
The additional purchase will be processed separately from the original Click & Collect order.
Online discount codes, rewards, bundles or promotional prices do not automatically apply to a separate in-store transaction.
Stock remains subject to availability at the time of the visit.
No. Click & Collect orders must be collected during the current store opening hours.
The current opening times are displayed on the Contact Us and Click & Collect pages.
Do not rely on opening times shown in old search results, social-media posts or previous messages.
Collect your order from:
The Drivers HQ
1A Shipley Court
Manners Industrial Estate
Ilkeston
Derbyshire
DE7 8EF
Please wait for the collection-ready confirmation before travelling.
Use the directions provided on the Contact Us or Click & Collect page to avoid being sent to an old TDHQ location.
Click & Collect may be unavailable because:
- A product is supplier fulfilled.
- A product is special order.
- The item is not stocked at the Ilkeston store.
- The product is oversized or restricted.
- The selected quantity is unavailable.
- The order contains a delivery-only item.
- The collection service is temporarily unavailable.
- Checkout remains the source of truth.
Contact us before ordering if you need to confirm whether a specific product can be collected.
Eligible large or heavy orders may be available for collection, but additional preparation time may be required.
Contact us before travelling if the order contains:
- Large machinery.
- Multiple heavy containers.
- Bulk quantities.
- Oversized products.
- A pallet or trade-sized order.
Make sure the collecting vehicle is suitable and that enough people are available to load the order safely.
Find guidance about unopened returns, opened chemicals, faulty products, incorrect orders, exchanges, return postage and refunds. These answers summarise the policy only. The full Refund and Returns Policy remains the authoritative source.
If you purchased online and changed your mind, contact The Drivers HQ within 14 days of receiving the order.
To be eligible, the product must be:
- Unused.
- Unopened.
- In its original packaging.
- In a clean and resaleable condition.
Complete with all caps, seals, triggers, accessories, labels and packaging.
Safely packaged for return.
Do not return anything until the return has been agreed.
Read the full Refund and Returns Policy before sending the item.
Email hello@thedrivershq.co.uk before sending anything back.
Include:
- Your full name.
- Order number.
- Product name.
- Reason for the return.
Photographs if the item is damaged, faulty or incorrect.
Wait for confirmation and return instructions before sending the product.
The return address and full requirements are provided within the Refund and Returns Policy and return correspondence.
Opened or used liquid products are not normally returnable because the customer dislikes the smell, finish, application, foaming, beading, sheeting or general performance.
Once opened, a product may no longer be suitable for resale because its condition, storage, use and possible contamination cannot be verified.
This includes products such as shampoos, snow foams, cleaners, dressings, waxes, sealants, polishes, coatings and air fresheners.
Faulty products are handled separately.
Read the full Refund and Returns Policy for the complete rules.
An opened or used product cannot normally be returned because the fragrance is not to personal preference.
Fragrance is subjective, and air fresheners, interior products, shampoos, dressings and other scented products cannot normally be resold after opening.
Contact us before ordering if you need help choosing a fragrance or product.
This does not affect the process for a product that is genuinely faulty, damaged or incorrectly supplied.
A product cannot normally be returned after opening or use because the customer dislikes its performance.
Car care products can behave differently depending on:
- Surface condition.
- Preparation.
- Dilution.
- Application method.
- Temperature.
- Weather.
- Previous protection.
- Storage.
- User technique.
If you believe the product is faulty rather than unsuitable or incorrectly used, contact us with the order number, product details, photographs and a clear explanation of how it was used.
Unless faulty, non-returnable items include:
- Opened or used liquid products.
- Opened chemicals, aerosols, coatings and solvents.
- Products with broken seals.
- Diluted, mixed, decanted or contaminated products.
Used cloths, towels, wash mitts, pads, brushes and applicators.
Opened or used machine-polishing pads.
Special-order items.
Gift cards.
Items that are incomplete, damaged or no longer resaleable.
Clearance and Business-to-Business orders are also subject to additional conditions.
Read the full Refund and Returns Policy for the complete list.
Contact us as soon as possible at hello@thedrivershq.co.uk.
Include:
- Your order number.
- A description of the issue.
- Clear photographs of the product.
- Photographs of the packaging and shipping box.
- Photographs of any leak, damage or incorrect item.
Keep the product and all packaging until the issue has been reviewed.
If the item is confirmed as faulty, damaged in transit or incorrectly supplied, we will arrange an appropriate resolution.
No. Do not dispose of the product, parcel or packaging until The Drivers HQ has reviewed the issue.
The item and packaging may be required for:
- Courier claims.
- Supplier checks.
- Product identification.
- Batch investigation.
- Evidence of damage in transit.
Keep the product stored safely and away from children, animals, heat, frost and incompatible materials while waiting for instructions.
Unless the product is faulty, damaged or incorrectly supplied, the customer is responsible for return postage.
Use a tracked and appropriately insured service.
The Drivers HQ cannot be responsible for a return that is lost or damaged while travelling back to us.
Products must be packaged carefully to prevent leaks, damage or contamination.
The full return-shipping terms are contained within the Refund and Returns Policy.
Original delivery charges are not always refundable.
Whether the original charge is refunded depends on the reason for the return, whether the full order is being cancelled, the applicable cancellation rights and whether the product was faulty, damaged or incorrectly supplied.
Read the Refund and Returns Policy and contact us before returning the order.
Once an approved return has been received and inspected, the refund will be processed back to the original payment method.
The Drivers HQ cannot normally refund an order to a different card, bank account or payment service.
After the refund has been issued, the payment provider or bank may require additional processing time before the money appears.
No fixed banking timeframe should be assumed.
The return must first be received, inspected and approved.
Once The Drivers HQ has issued the refund, the time taken for it to appear is controlled by the bank, card provider or payment service.
Processing times vary, so we do not promise a fixed number of working days.
Contact your payment provider if the refund has been confirmed as issued but has not appeared after a reasonable period.
Exchanges are normally offered where a product is faulty, damaged, incorrect or where an exchange has been agreed in writing.
If you ordered the wrong product, contact us before opening it.
Once a liquid product or chemical has been opened or used, it cannot normally be exchanged.
Depending on the circumstances, the appropriate process may be a return and a separate new order rather than a direct exchange.
For purchases made in store, change-of-mind returns are accepted at the discretion of The Drivers HQ.
The item must be unused, unopened, in its original packaging and in a resaleable condition.
Opened or used liquids, chemicals, accessories, towels, pads and applicators cannot normally be returned unless faulty.
Bring the product and proof of purchase to the store or contact us before travelling.
A discretionary return is a return that The Drivers HQ chooses to consider even though it falls outside the normal return conditions.
Acceptance is not guaranteed.
Examples can include:
- Items returned outside the normal period.
- Damaged packaging.
- Products requiring inspection or repacking.
- Special-order products.
- Trade or Business-to-Business orders.
- Products that cannot be resold as new.
Any discretionary return must be agreed in writing before the item is sent back.
Where The Drivers HQ agrees to accept a discretionary return, a restocking and handling deduction may apply.
The deduction will usually be between 30% and 65% of the product value, depending on factors such as:
- Product condition.
- Packaging condition.
- Resaleability.
- Inspection.
- Cleaning.
- Repacking.
- Administration.
- Loss incurred.
This is not an automatic fee applied to every return.
The return must be agreed in writing before it is sent.
Orders placed by businesses, Trade customers, professional users, garages, valeters, detailers and resellers are treated as Business-to-Business orders.
These orders are non-refundable unless the products are faulty, damaged in transit, incorrectly supplied or a return is otherwise agreed in writing.
Change-of-mind returns, unwanted products, incorrectly ordered items, over-ordered stock and products no longer required are not normally eligible.
Where a discretionary return is accepted, a restocking and handling deduction of 30% to 65% may apply.
Read the full Business, Trade and B2B section of the Refund and Returns Policy.
Special-order products cannot normally be returned unless they are faulty or incorrectly supplied.
These products may have been sourced, produced or ordered specifically for the customer and may not be suitable for normal resale.
Do not place a special order unless the product details, compatibility, quantity and requirements have been confirmed.
Any exception must be agreed by The Drivers HQ in writing.
A change-of-mind return must normally be in its original packaging and in a clean, complete and resaleable condition.
Damaged, marked, incomplete or heavily opened packaging may reduce or remove the item’s resale value.
The Drivers HQ may refuse the return or consider it only as a discretionary return with an applicable deduction.
Contact us with photographs before sending it back.
Used towels, cloths, wash mitts, brushes, applicators and machine-polishing pads cannot normally be returned unless they are faulty.
Once used, these products may contain chemicals, residue, dirt, moisture or contamination and cannot be safely resold as new.
If you believe an unused or newly opened product is defective, contact us before using it further and provide photographs where possible.
Find help choosing car care products, checking compatibility, understanding product instructions and selecting the right tools for a vehicle or detailing process. Product pages and manufacturer instructions remain the primary source for product-specific directions, dilution ratios, safety information and surface compatibility.
Yes. The Drivers HQ can help you compare products and choose something suitable for the vehicle, surface, finish and result you are trying to achieve.
When asking for advice, provide as much information as possible, including:
- The vehicle and approximate age.
- The surface or material.
- The product already being used.
- The condition of the area.
- The result you want.
Whether the vehicle has wax, sealant, ceramic coating, PPF or vinyl.
Any tools or machinery available.
Photographs can also help where the condition or material is difficult to describe.
Product advice is based on the information supplied and does not replace the manufacturer’s instructions or a physical inspection.
Provide:
- Vehicle make and model.
- Approximate vehicle age.
- Surface or material being treated.
- Current condition.
- Existing protection.
- Products already tried.
- Tools or machines available.
- Your experience level.
- The result you want to achieve.
- Clear photographs where useful.
For pressure washer, hose, lance or fitting advice, photographs of the machine, gun, hose ends and existing connectors are particularly helpful.
The more accurate the information supplied, the more useful the recommendation is likely to be.
No specific result can be guaranteed from product advice alone.
Performance can be affected by:
- Surface condition.
- Previous products.
- Preparation.
- Dilution.
- Application method.
- Temperature.
- Weather.
- Water quality.
- Equipment.
- Storage.
- User experience.
The Drivers HQ will provide guidance based on the information available, but customers must follow the product instructions, test where appropriate and confirm suitability before full application.
Check the product page, label and manufacturer instructions before use.
Pay particular attention to:
- Approved surfaces.
- Surfaces specifically excluded.
- Required dilution.
- Maximum dwell time.
- Temperature restrictions.
- Whether the surface must be cool.
Whether the product should be kept out of direct sunlight.
Whether a test area is recommended.
Personal protective equipment requirements.
Where the material, finish or previous treatment is unknown, test the product in a small, discreet area first.
Contact us before use if the product information is unclear.
Yes, a small test area is sensible whenever:
The surface is old, delicate or previously repaired.
The material is unknown.
The vehicle has aftermarket paint, wrap, PPF or trim.
A strong chemical is being used.
The product has not been used on that vehicle before.
Staining, colour transfer or sensitivity is possible.
Existing protection or previous treatments are unknown.
Choose a discreet area, follow the instructions and inspect the result before continuing.
A successful test does not remove the need to use the product correctly across the remaining surface.
Product instructions may be available through:
- The product page.
- The product label.
- The packaging.
- The manufacturer’s technical information.
- The Advice Centre.
- A linked application guide.
Always check the physical product label before use because packaging and instructions can be updated by the manufacturer.
Where website information and the current product label differ, stop and contact us or the manufacturer before proceeding.
A dilution ratio explains how much concentrated product should be mixed with water.
For example, a ratio of 1:10 normally means one part product to ten parts water, giving eleven total parts.
The correct ratio depends on the manufacturer’s instructions and intended use.
Do not assume that a stronger mixture will clean better. Excess concentration can:
- Waste product.
- Increase residue.
- Make rinsing more difficult.
- Affect sensitive surfaces.
- Reduce product performance.
- Increase safety risks.
Use a suitable measuring container or dilution bottle and never mix products unless the manufacturer specifically allows it.
No. Using more concentrated product than recommended does not necessarily improve cleaning.
An unnecessarily strong mixture can cause:
- Increased residue.
- Difficult rinsing.
- Streaking.
- Surface sensitivity.
- Faster product use.
- Unpleasant fumes.
- Reduced working time.
- Damage to existing protection.
Use the manufacturer’s recommended dilution for the surface, level of contamination and application method.
Where a range is provided, begin with the weaker suitable dilution and only increase the strength when required and permitted.
Do not mix chemicals unless the manufacturer explicitly confirms that the products are designed to be combined.
Mixing incompatible products can:
- Create dangerous fumes.
- Cause heat or pressure.
- Damage surfaces.
- Reduce performance.
- Produce unpredictable reactions.
- Contaminate bottles and equipment.
Never mix products containing bleach, acids, alkaline cleaners, solvents or other reactive ingredients without specific professional guidance.
Use clean, correctly labelled bottles and keep original product information available.
Follow the product label and safety information.
Depending on the chemical and application, suitable protection may include:
- Chemical-resistant gloves.
- Eye protection.
- Protective clothing.
- Respiratory protection.
- Suitable ventilation.
- Closed footwear.
Do not assume a product is harmless because it is sold for vehicle cleaning.
Avoid prolonged skin contact, inhalation and eye exposure. Keep products away from children and animals.
For professional or repeated use, review the relevant safety data sheet and workplace risk-assessment requirements.
Many car care chemicals should not be used in direct sunlight or on a hot surface.
Heat can cause a product to:
- Dry too quickly.
- Leave staining or streaks.
- Become difficult to remove.
- Reduce working time.
- Behave differently from the instructions.
- Affect sensitive surfaces.
Work on a cool surface in suitable conditions unless the manufacturer specifically states otherwise.
Never allow a product to dry on the surface unless the instructions clearly require it.
Cold conditions can affect dilution, spraying, curing, bonding and drying.
Some products may become:
- Thicker.
- More difficult to spray.
- Slower to cure.
- Less effective.
- Prone to condensation-related issues.
- Unsuitable below a stated minimum temperature.
Check the manufacturer’s temperature range before application.
Ceramic coatings, sealants, adhesives and PPF-related products can be especially sensitive to temperature and humidity.
Store products correctly and allow them to reach a suitable working temperature before use where the instructions permit.
Unless the manufacturer states otherwise, store car care products:
- Upright.
- Securely closed.
- In their original or correctly labelled container.
- Away from children and animals.
- Away from food and drink.
- Away from direct sunlight.
- Away from excessive heat.
- Protected from frost.
- In a dry, ventilated location.
Do not store products loose in a vehicle for long periods where temperatures can become extremely high or low.
Check containers regularly for leaks, swelling, damage or deterioration.
Freezing can separate, damage or permanently alter some detailing products.
Do not immediately use a product that has frozen.
Allow it to return gradually to normal room temperature while sealed, then inspect it for:
- Separation.
- Lumps.
- Crystallisation.
- Swelling.
- Leaks.
- Unusual colour.
- Unusual consistency.
Some products may recover after careful mixing, while others should not be used.
Check the manufacturer’s guidance or contact us with the exact product details before application.
Some products display a specific expiry date, production date or period-after-opening guidance. Others rely on appropriate storage and condition checks.
Product life can be affected by:
- Heat.
- Frost.
- Contamination.
- Air exposure.
- Sunlight.
- Damaged packaging.
- Incorrect decanting.
- Repeated opening.
Do not use a product that has changed significantly in smell, colour, pressure, consistency or appearance without checking the manufacturer’s guidance.
Professional coatings and chemically sensitive products may have stricter shelf-life requirements.
These products all protect vehicle surfaces, but they differ in chemistry, application, durability and maintenance.
A wax commonly provides gloss, water behaviour and short to medium-term protection.
A synthetic sealant generally provides longer durability and greater chemical resistance than a traditional wax.
A ceramic coating forms a more durable bonded layer and normally requires stricter preparation, application and curing conditions.
The best choice depends on:
- Budget.
- Experience.
- Desired durability.
- Available preparation time.
- Indoor working conditions.
- Maintenance routine.
- Existing vehicle condition.
Only use products that are compatible with the ceramic coating.
Some waxes and sealants may temporarily change:
- Water behaviour.
- Slickness.
- Gloss.
- Surface feel.
- Dirt release.
- Coating maintenance characteristics.
A coating-specific topper, detailer or maintenance product is normally the safer choice.
Check the coating manufacturer’s guidance before applying another protection product.
Using an incompatible product may mask the coating’s behaviour or make maintenance more difficult.
Only use a coating that is specifically approved for the relevant surface.
Paint protection film and vinyl can differ in:
- Finish.
- Texture.
- Chemical resistance.
- Self-healing properties.
- Top-coat chemistry.
- Manufacturer warranty requirements.
Gloss, satin and matte films may require different products.
A paint-only coating should not automatically be treated as suitable for PPF or vinyl.
Check the film and coating manufacturer’s guidance and test where appropriate.
Use products specifically described as safe for matte or satin finishes.
Avoid products that contain uncontrolled gloss enhancers, fillers, abrasives or waxes unless the manufacturer confirms suitability.
Matte and satin finishes can be difficult to correct once they become polished, stained or uneven.
Before use:
- Confirm the exact surface.
- Read the product instructions.
- Test a discreet area.
- Avoid aggressive rubbing.
Do not machine polish unless the finish manufacturer provides a suitable process.
Machine polishing PPF or vinyl can permanently alter, overheat, mark or damage the surface.
Some specific films may allow carefully controlled correction using approved products and techniques, but this should not be assumed.
Risks include:
- Gloss changes.
- Edge damage.
- Adhesive disturbance.
- Holograms.
- Burn-through.
- Distortion.
- Loss of self-healing performance.
Check the film manufacturer’s guidance or speak to an experienced installer before attempting correction.
The correct fitting depends on the exact pressure washer, gun, hose and accessory connection.
Brand name alone is not always enough because manufacturers may use different fittings across models and production years.
When requesting help, provide:
- Pressure washer brand.
- Full model number.
- Photographs of the machine outlet.
- Photographs of both hose ends.
- Photographs of the trigger gun connection.
- Details of the accessory being fitted.
- Measurements where requested.
Do not force a connector that does not fit securely.
Pressure washer manufacturers can use different connection systems across:
- Domestic machines.
- Professional machines.
- Model generations.
- Hose types.
- Trigger guns.
- Replacement parts.
- Regional versions.
A connector described as suitable for one Karcher, Nilfisk, AVA or other pressure washer may not fit every model from that brand.
The full model number and clear photographs are normally required.
Where possible, compare the physical locking shape, thread, diameter and connection type rather than relying only on the logo.
A quick-release fitting allows compatible pressure washer components to be connected and disconnected without repeatedly threading them together.
Common uses include connections between:
- Trigger guns.
- Lances.
- Snow foam lances.
- Hoses.
- Adapters.
- Nozzle holders.
Quick-release fittings are not universally compatible.
The plug and coupling must match in size, profile, pressure rating and intended use.
Secure the connection fully before operating the pressure washer and stop immediately if the fitting leaks or releases unexpectedly.
A snow foam lance requires the correct adapter or quick-release connection for the pressure washer or trigger gun being used.
Before ordering, confirm:
- Pressure washer make and model.
- Trigger gun connection.
- Existing lance fitting.
- Required adapter.
- Pressure and flow compatibility.
Some snow foam lances are supplied with a fitting, while others require one to be selected separately.
Contact us with photographs before ordering if the connection is uncertain.
Watery foam can be caused by:
- Incorrect dilution.
- Low product concentration.
- A blocked or incorrect foam-lance orifice.
- Insufficient pressure or water flow.
- The adjustment valve being set incorrectly.
- A worn filter or internal component.
- Very hard water.
Using a product not designed to produce thick foam.
Drawing too much water through the lance.
Thicker foam does not automatically mean better cleaning.
The correct mixture should provide suitable dwell and rinsing without being allowed to dry.
The correct pad depends on:
- Paint hardness.
- Defect level.
- Machine type.
- Compound or polish.
- Desired finish.
- Pad size.
- User experience.
- Panel shape.
- Working temperature.
Cutting pads remove heavier defects but can leave more finishing work.
Finishing pads provide less correction and are used to refine gloss or apply suitable products.
Always test a combination on a small area before completing the vehicle.
Do not select a pad based on colour alone because pad colours are not standardised across brands.
A compound normally provides stronger abrasive correction for defects such as oxidation, sanding marks, scratches and heavier swirls.
A polish normally provides finer correction and improves clarity, gloss and finishing quality.
The terminology is not completely standard between manufacturers, so always check the stated cut and finish level.
The final result depends on the combination of:
- Machine.
- Pad.
- Product.
- Paint type.
- Technique.
- Working time.
Begin with the least aggressive combination likely to achieve the required correction.
No. Machine polishing can reduce or remove defects that are contained within a safe amount of clear coat or paint.
Deep scratches may extend too far to remove safely.
A scratch may require:
- Improvement rather than complete removal.
- Touch-up paint.
- Wet sanding by an experienced professional.
- Local paint repair.
- Panel repainting.
Aggressive correction removes paint and should not be attempted without understanding paint depth, panel history and defect severity.
When uncertain, use the Find a Detailer directory or seek a professional inspection.
Only use the product on leather when the manufacturer confirms it is suitable for the specific leather type and finish.
Modern automotive leather can include:
- Coated leather.
- Aniline leather.
- Semi-aniline leather.
- Synthetic leather.
- Vinyl.
- Alcantara-style materials.
- Painted or repaired surfaces.
An unsuitable cleaner can alter colour, sheen, texture or protective coatings.
Test a discreet area and avoid excessive moisture or scrubbing.
Follow with a compatible protection product where appropriate.
No. Wheel finishes can include:
- Factory-painted alloy.
- Powder coat.
- Polished metal.
- Bare aluminium.
- Chrome.
- Diamond-cut faces.
- Anodised finishes.
- Carbon fibre.
- Refinished or repaired surfaces.
Acidic or strongly alkaline wheel cleaners may not be suitable for every finish.
Check the product instructions, confirm the wheel finish and test a discreet area where necessary.
Do not use strong wheel cleaner on a hot wheel or allow it to dry.
Only when the manufacturer specifically confirms that the product is suitable for both tyres and the relevant wheel finish.
Dedicated tyre cleaners can be strongly alkaline and designed to remove old dressings, road film and embedded grime from rubber.
Using them on an unsuitable wheel finish may cause staining, discolouration or damage.
Control overspray, work on cool surfaces and rinse thoroughly.
Where wheel and tyre compatibility is uncertain, use separate products designed for each surface.
Use products designed for the specific roof material.
A normal process may involve:
- Gentle dry removal of loose contamination.
- A dedicated soft-top cleaner.
- A suitable soft brush.
- Controlled rinsing.
- Complete drying.
- A compatible fabric or roof protectant.
Avoid aggressive pressure washing, harsh chemicals and excessive scrubbing around seams, seals and rear windows.
The correct process depends on whether the roof is fabric, vinyl or another material.
Household cleaners are not automatically suitable for automotive surfaces.
They may contain:
- Strong detergents.
- Bleach.
- Ammonia.
- Abrasives.
- Solvents.
- Fragrances.
- Disinfectants.
- Residue-forming ingredients.
These can affect paint, plastics, leather, displays, coatings, adhesives and trim.
Use products designed and tested for the relevant automotive surface wherever possible.
Do not use household glass cleaner containing unsuitable chemicals on tinted windows or sensitive screens without confirming compatibility.
Manufacturers may update:
- Bottle shapes.
- Trigger designs.
- Caps.
- Labels.
- Branding.
- Product colours.
- Packaging quantities.
- Promotional packaging.
The supplied product may therefore look slightly different from the website image while remaining the same genuine product and specification.
Where a packaging change affects size, formula, instructions or compatibility, the product information should be updated.
Contact us before ordering if a specific packaging version is essential.
Website images provide a visual guide, but colours can vary because of:
- Screen settings.
- Lighting.
- Photography.
- Editing.
- Device type.
- Product batch.
- Material finish.
- Viewing conditions.
This is particularly important for coloured accessories, air fresheners, wraps, tints and finish-sensitive products.
Contact us before ordering where an exact colour match is critical.
Do not rely solely on a mobile screen when selecting a colour-sensitive product.
Find answers about live stock, sold-out products, restock notifications, supplier-fulfilled items, special orders and differences between online and in-store availability. Stock can change quickly, particularly during promotions, product launches and busy trading periods.
An in-stock status means the website currently records available inventory.
Stock can still change due to:
- Multiple customers ordering at the same time.
- In-store sales.
- Stock-count differences.
- Damaged products.
- Supplier-fulfilled stock changes.
- System delays.
- Picking errors.
If an item cannot be supplied after the order is placed, The Drivers HQ will contact you to discuss the available options.
For urgent or high-quantity orders, contact us before purchasing.
Occasionally, a stock discrepancy is discovered during picking or supplier fulfilment.
This may happen because:
- The final unit sold through another channel.
- Stock was damaged.
- The recorded quantity was incorrect.
- A supplier changed availability.
- Multiple orders were placed at the same time.
- The product could not pass a condition check.
The Drivers HQ will contact you to discuss options such as waiting for restock, choosing an alternative or receiving an applicable refund.
Restock timing depends on the manufacturer, supplier, production schedule and delivery network.
Some products return quickly, while others may have:
- Extended lead times.
- Manufacturing delays.
- Import delays.
- Formula changes.
- Packaging changes.
- Seasonal availability.
- Discontinuation.
Where a restock estimate is known, it may be shown on the product page.
An estimated date is not a guarantee until the stock has arrived and been checked.
Where the back-in-stock feature is available, enter your details through the notification option on the product page.
A notification confirms that the website has recorded new availability. It does not reserve the product.
Popular items may sell out again quickly, so complete checkout promptly if the product is still required.
Where no notification option is displayed, contact us or check the product page again later.
No. Adding a product to the basket does not normally reserve stock.
The item can remain available to other customers until checkout is completed and the order is accepted.
During busy promotions or limited product launches, stock may sell out before payment is completed.
Do not rely on a product remaining in the basket as confirmation that it has been secured.
Stock is not normally reserved without an agreed order or payment arrangement.
A temporary reservation may occasionally be considered for an in-store collection or specialist enquiry, but it must be confirmed by The Drivers HQ in writing.
Do not travel based on a social-media comment, unanswered message or assumption that stock has been held.
Limited, promotional and fast-selling products may not be reservable.
Online and in-store stock may use the same inventory system, but availability can change between checking the website and arriving at the store.
Products may also be:
- Stored away from the immediate retail area.
- Supplier fulfilled.
- Reserved for confirmed orders.
- Delivery only.
- Awaiting stock checks.
- Available in limited quantities.
For an urgent visit or high-value purchase, contact us before travelling or place a Click & Collect order and wait for the collection-ready confirmation.
A supplier-fulfilled product is sent or prepared through an approved supplier rather than being dispatched directly from the TDHQ store stock.
This can affect:
- Dispatch time.
- Tracking.
- Packaging.
- Delivery service.
- Click & Collect availability.
- Split shipments.
- Returns instructions.
Supplier-fulfilled products remain part of the TDHQ order, but operational handling may differ.
Check the product page and delivery information before ordering.
An order may be split when:
- Products are stored in different locations.
- A supplier fulfils part of the order.
- Products require different courier services.
Chemicals or oversized items need separate packaging.
One part of the order is ready before another.
Parcel weight or size limits apply.
Each parcel may have separate tracking.
Check all dispatch notifications before reporting an item as missing.
The Drivers HQ may be able to source products from existing brands or suppliers even when the item is not currently listed online.
Provide:
- Brand.
- Exact product name.
- Size or variation.
- Quantity required.
- Any relevant part number.
- Required timescale.
Special orders depend on supplier availability and may require payment before ordering.
Special-order products cannot normally be cancelled or returned unless faulty or incorrectly supplied.
Contact us if you require more units than the website currently allows.
Additional quantity may be available through:
- Store stock.
- Warehouse stock.
- Supplier stock.
- A scheduled restock.
- A special order.
- A Trade arrangement.
Large orders may require additional preparation or delivery time.
Do not place repeated smaller orders without speaking to us if the total quantity is unusually high, as this can create unnecessary delivery charges or fulfilment issues.
Yes. Contact us with the exact product name, size and quantity required.
Stock can continue to change, so confirmation should be obtained close to the planned visit.
The most reliable option is to place a Click & Collect order and wait for the collection-ready confirmation.
A verbal or written stock check does not reserve the product unless a reservation has been specifically confirmed.
A pre-order allows a customer to order a product before the stock is physically available for normal dispatch.
The product page should explain the expected availability or lead time where known.
Pre-order dates are estimates and can change because of manufacturing, shipping, customs, supplier or courier delays.
An order containing a pre-order product may be held until all items are available or may be split, depending on the fulfilment arrangement.
Contact us before ordering if other items are urgently required.
A special-order product is sourced specifically for the customer and is not treated as normal available stock.
Special orders may involve:
- Supplier lead times.
- Upfront payment.
- Minimum quantities.
- Restricted cancellation rights.
- Different delivery arrangements.
- Limited return rights.
The exact product, compatibility and quantity should be confirmed before the order is placed.
Special-order products cannot normally be returned because they are no longer required or were ordered incorrectly.
A sold-out product is not necessarily discontinued.
It may be:
- Awaiting restock.
- Temporarily unavailable.
- Being reformulated.
- Receiving new packaging.
- Delayed by the supplier.
- Replaced by an updated version.
- Discontinued.
Where TDHQ has confirmed that a product will not return, the page may be removed, marked discontinued or linked to an alternative.
Contact us if you need help finding a replacement.
HQ Rewards allows eligible customers to earn points through qualifying purchases and approved account activities. Rewards are managed within your TDHQ customer account. The Rewards Hub and current programme terms remain the source of truth for balances, available rewards and redemption options.
HQ Rewards is The Drivers HQ loyalty programme.
Eligible customers can collect points from qualifying purchases and approved account activities, then redeem available points through the Rewards Hub.
The programme is connected to your TDHQ customer account.
Customers should use one consistent email address when shopping online and in store so eligible activity can be connected to the correct account.
Create or activate a TDHQ customer account using a valid email address.
Once the account is available, open the HQ Rewards area to view the programme, eligible activities, points balance and available rewards.
Use the same email address when ordering and when identifying yourself in store.
Creating multiple accounts can separate orders and points between different customer records.
Eligible customers earn one HQ Rewards point for each £1 of qualifying spend.
Points are not earned on:
- Delivery charges.
- Gift cards.
- Sale items.
- Discounted items.
- Purchases made using points.
The Rewards Hub and current programme rules remain the source of truth for the points applied to an order.
One hundred HQ Rewards points are worth £1 when redeemed through an available reward.
The customer must have enough points for the reward shown within the Rewards Hub.
A points balance is not cash and cannot normally be:
- Withdrawn.
- Transferred to a bank account.
- Exchanged for cash.
- Used outside The Drivers HQ.
Applied retrospectively after an order has been completed.
Points are earned on qualifying purchases completed through an eligible TDHQ customer account.
Points are not earned on:
- Delivery.
- Gift cards.
- Sale items.
- Discounted items.
- Purchases paid for using points.
Some promotions, bundles or manually processed orders may also be excluded where stated.
Check the Rewards Hub and order details for the points awarded.
Yes. Points are based on the price you pay for eligible products, and our prices include VAT.
For example, an eligible product priced at £49.95 earns 49 points.
Delivery charges do not earn points.
The exact points applied will be shown through the Rewards Hub.
No. Delivery charges do not earn HQ Rewards points.
Points are calculated only on qualifying product spend after exclusions have been applied.
The delivery amount may appear within the overall order total, but it is not included in the eligible points calculation.
No. Sale items and discounted items do not earn HQ Rewards points.
This includes products discounted through an eligible promotion, code, automatic discount or other reduced-price arrangement.
The Rewards Hub will calculate the points based on the qualifying products and eligible spend remaining in the order.
No. Purchasing a gift card does not earn HQ Rewards points.
Where a gift card is used to purchase eligible products, the underlying order may earn points according to the current programme rules and the qualifying product spend.
Gift-card value itself cannot be treated as eligible spend twice.
No. Purchases made using HQ Rewards points do not earn further points on the value covered by those points.
This prevents the same reward value being repeatedly earned and redeemed.
Any remaining eligible paid value may earn points where it meets the normal programme rules.
The final calculation will be displayed in the Rewards Hub.
Points may appear as pending, approved or available depending on the HQ Rewards settings and order status.
The system may wait until the order has been paid, processed or passed a relevant validation stage before making points available.
Returns, cancellations, refunds, payment failures and excluded products can affect the final balance.
Check My HQ Rewards first. Contact us with the order number if eligible points remain missing after the order has been fully processed.
Points may be missing because:
A different email address was used.
The customer was not signed into the correct account.
The order is still pending.
The item was discounted.
The product was on sale.
Delivery or another excluded charge was included.
Points were used on the purchase.
The order was cancelled, refunded or adjusted.
The transaction was not eligible.
The activity has not yet been validated.
Check the Rewards Hub and relevant order first.
If the balance still appears incorrect, contact us with the order number and account email address.
Points are intended to remain connected to the customer account that earned them.
Combining balances is not guaranteed and may not be technically possible.
Use one consistent email address for online orders, in-store identification and reward activities.
Where duplicate accounts have been created accidentally, contact us with both email addresses. Do not include passwords or verification codes.
Any account adjustment remains subject to system capability and validation.
HQ Rewards points are personal to the customer account that earned them and cannot normally be transferred to another person.
Points cannot normally be sold, exchanged or moved between unrelated accounts.
Where an account issue has been caused by a genuine email error or duplicate customer record, contact us for review.
No. HQ Rewards points have no cash value outside the programme.
Points can only be used through eligible rewards made available by The Drivers HQ.
They cannot normally be:
- Withdrawn.
- Paid into a bank.
- Refunded as cash.
- Sold.
- Exchanged with another business.
- Added to an order after checkout has completed.
Sign into your Shopify Customer Account and open My HQ Rewards.
The Rewards Hub will show:
- Current points balance.
- Available rewards.
- Points required.
- Eligible redemption options.
- Any active reward codes or vouchers.
Select an available reward and follow the displayed instructions.
Do not create a reward until you are ready to use it, as issued rewards may be subject to validity periods or redemption conditions shown within the hub.
In-store redemption depends on the current HQ Rewards and in-store till setup.
Where enabled, customers may be asked to identify the correct account or display a valid reward through the digital loyalty area.
Do not assume an online reward can automatically be applied in store.
Check the reward terms before travelling or ask a member of the TDHQ team before completing the purchase.
Reward combinations depend on the current HQ Rewards and checkout discount settings.
Some rewards may be limited to one per order and may not combine with:
- Another reward.
- A discount code.
- Sale pricing.
- Bundle pricing.
- Trade pricing.
- An automatic promotion.
Checkout will confirm whether the selected reward is accepted.
Do not complete the order if the expected reward has not been applied.
Rewards and discount codes cannot normally be added retrospectively after an order has been completed.
Customers should confirm that the reward has been accepted and that the final checkout total is correct before payment.
If a technical problem prevented the reward from working, take a screenshot and contact us before completing the order where possible.
Any retrospective adjustment remains discretionary and cannot be guaranteed.
Points connected to cancelled, refunded or returned products may be removed or adjusted.
If points earned from the order have already been used, the account balance or refund calculation may require review.
Only points linked to the eligible value retained by the customer should remain.
The adjustment is handled through the loyalty and order systems and may not appear immediately.
Yes. HQ Rewards points expire after 12 months without qualifying account activity.
Qualifying activity may include an eligible points transaction or redemption recognised by the loyalty system.
Customers should check the Rewards Hub regularly and use available points before expiry.
Expired points cannot normally be restored.
Any expiry reminders depend on the current HQ Rewards notification settings and the customer’s communication preferences.
Customers remain responsible for checking their balance and expiry information within the Rewards Hub.
Do not rely solely on receiving an email or message before points expire.
Make sure the account email address is correct and that legitimate TDHQ messages are not being filtered into spam or junk folders.
Yes. An eligible customer receives 100 HQ Rewards points for creating an account, subject to successful account creation and the programme’s validation rules.
The reward is normally limited to the qualifying account activity and should not be repeatedly earned through duplicate accounts.
The points may take time to appear within the Rewards Hub.
Eligible HQ Rewards members can receive 100 birthday points.
The customer must provide the required birthday information through the approved Rewards Hub process before the relevant deadline displayed by the programme.
A birthday reward is normally limited to one qualifying birthday activity per account and may take time to appear.
Do not send sensitive identity documents or unnecessary personal information to claim birthday points.
An eligible approved review receives 10 HQ Rewards points.
An eligible review that includes an image receives 20 points in total.
An eligible review that includes a video receives 20 points in total.
The image or video reward is the total review reward, not an additional 20 points on top of the standard 10.
Rewards remain subject to the current review and loyalty validation process.
No.
A standard eligible review receives 10 points.
An eligible review containing an image receives 20 points in total.
An eligible review containing a video receives 20 points in total.
The image or video reward does not create a 30-point total for the same review.
An eligible social-media comment can receive 10 HQ Rewards points where the activity is available through the current rewards programme.
The account and social activity may need to meet the programme’s connection and validation requirements.
The reward is not guaranteed for every comment, repeated comment or unsupported platform interaction.
Check the available earning activities shown within My HQ Rewards.
Yes. Trade Members earn HQ Rewards points on their orders as normal: 1 point for every £1 of eligible spend.
Sale items do not earn points, for any customer.
The points shown in your HQ Rewards area remain the source of truth.
Find help creating and accessing a Shopify Customer Account, viewing orders, managing personal details, using HQ Rewards and accessing an available digital loyalty card. TDHQ uses Shopify Customer Accounts rather than the legacy password-based customer account system.
Select the Account option on The Drivers HQ website and enter the email address you want connected to the account.
Shopify Customer Accounts use a secure verification process rather than requiring customers to create and remember a traditional TDHQ password.
Follow the verification instructions sent by Shopify.
Use the same email address for future orders, HQ Rewards and in-store identification.
Select Account and enter the email address connected to your TDHQ customer account.
Shopify will send a secure verification code or sign-in link using its current Customer Account process.
Enter the code or follow the instructions to access the account.
Do not share the verification code with another person, including anyone claiming to be from The Drivers HQ.
TDHQ staff will not ask for your secure login code.
Check:
- Spam and junk folders.
- The email address entered.
- Whether the message has been delayed.
- Whether the mailbox is full.
Whether email filters are blocking Shopify messages.
Whether the code was sent to a different account email.
Request a new code after a reasonable period.
Use the latest code received because earlier codes may expire or become invalid.
Contact us if the account email appears incorrect, but never send us a verification code.
TDHQ uses Shopify Customer Accounts.
The current Shopify sign-in process normally uses secure email verification rather than a traditional password created specifically for The Drivers HQ.
Follow the instructions shown on the Account sign-in page.
Do not use legacy account instructions or attempt to reset a password unless Shopify specifically presents that option.
An order may not appear because:
A different email address was used.
The order was placed as a guest under another customer record.
The email address contained a typing error.
The order predates the current account connection.
The order was placed through a different sales channel.
The account has not finished loading or verifying.
Contact us with the order number, name and approximate order date if you need help locating it.
Account and order records can only be connected where Shopify and the available customer information allow it.
A guest order may already be connected when the same email address was used.
Where the order appears under a different email address or separate customer record, adding it to the account may require manual review and may not always be technically possible.
Contact us with:
- Order number.
- Name on the order.
- Email address used at checkout.
- Email address connected to the current account.
Do not send payment-card information or account verification codes.
Account-email changes depend on the current Shopify Customer Account functionality and customer-record setup.
Changing an email address can affect:
- Login.
- Order history.
- HQ Rewards.
- Trade status.
- Digital loyalty access.
- Marketing preferences.
Contact us before creating a second account where the existing email address is no longer available.
Identity and account ownership may need to be confirmed without asking you to provide passwords or verification codes.
Sign into the Shopify Customer Account and open the relevant profile, address or account section.
The available controls depend on the current Shopify account configuration.
Updating an account address does not automatically change the delivery address on an order that has already been completed.
Contact us immediately if an active order contains incorrect information.
Where supported by Shopify Customer Accounts, customers can save or select different delivery addresses.
Always confirm the address shown at checkout before payment.
A saved account address does not guarantee that the correct address has been selected for the current order.
Contact us immediately if an order has been placed with the wrong address. Changes cannot be guaranteed once processing has started.
Eligible orders connected to the account email address should appear within My Orders.
The available history depends on how the order was placed and whether it is connected to the same Shopify customer record.
Orders from another email address, guest record, marketplace or separate sales system may not appear automatically.
For a missing order, contact us with the order number and the details used at checkout.
Open the previous order through My Orders and select the relevant available product where the account interface supports it.
Product availability, pricing, size, packaging and formulation may have changed since the original purchase.
Always review the current product page before ordering again.
A discontinued item may have a recommended replacement, but the alternative should not be assumed to be identical.
Sign into your Shopify Customer Account and open My HQ Rewards.
The HQ Rewards Hub should display:
- Current points balance.
- Available rewards.
- Earning activities.
- Redemption options.
- Relevant reward history.
- Programme information.
Use the same account email address that was used for eligible orders.
If the balance appears incorrect, review the missing-points FAQ before contacting us.
The TDHQ digital loyalty card is an account-linked card designed to help identify an eligible customer and access supported loyalty features.
Where enabled, the card may be saved to a compatible mobile wallet and displayed in store.
The card is not:
- A bank card.
- A credit card.
- A gift card.
- Proof that a discount applies.
A replacement for signing into the customer account.
Available features depend on the current HQ Rewards and wallet setup.
Where Apple Wallet support is enabled, open My HQ Rewards or the digital loyalty-card area while using a compatible Apple device.
Select the available Add to Apple Wallet option and follow the on-screen instructions.
The exact steps depend on the active wallet integration.
If no Apple Wallet option is displayed, the feature may not be enabled for the account or device.
Do not install an unofficial TDHQ wallet pass from another website.
Where Google Wallet support is enabled, open My HQ Rewards or the digital loyalty-card area on a compatible device.
Select the available Add to Google Wallet option and follow the on-screen instructions.
The exact process depends on the current wallet provider and device settings.
If no Google Wallet option appears, the feature may not be available for that account, browser or device.
No. The TDHQ digital loyalty card is not a payment card.
It cannot be used as:
- A debit card.
- A credit card.
- A bank card.
- A gift card.
- Cash.
Its purpose is to support eligible customer identification and loyalty functionality where available.
Normal payment must still be completed using an accepted payment method.
Where our in-store till supports scanning, staff may scan or use the digital loyalty card to identify the relevant customer account.
The card must be connected to the correct account.
Scanning the card does not guarantee:
That points will be earned on an excluded purchase.
That a reward can be applied.
That Trade and loyalty discounts will combine.
That an account issue will be corrected automatically.
Confirm the account and reward before payment is completed.
Check that:
- The screen brightness is high enough.
- The barcode or QR code is fully visible.
- The screen is clean.
- The correct TDHQ card is open.
- The card has not been cropped or altered.
- The account is still active.
- The wallet pass has updated.
Staff may be able to locate the account using the approved customer information instead.
Do not display account verification codes or payment information.
Sign into the same Shopify Customer Account on the replacement device and reopen the digital loyalty-card area.
Where supported, add the card to the new mobile wallet.
Removing or losing a telephone does not normally remove the Shopify customer account or points balance, provided the correct account email remains accessible.
Use the device provider’s security controls to remove wallet access from a lost device where necessary.
The digital loyalty card is intended for the customer account holder.
Sharing the card can create problems with:
- Points balances.
- Reward use.
- Account identification.
- Trade status.
- Order history.
- Fraud prevention.
Rewards and account benefits should not be assumed to be transferable.
A person collecting an order should instead follow the approved third-party Click & Collect process.
The loyalty card should normally represent one TDHQ customer account.
Adding the same eligible pass to more than one compatible personal device may be possible depending on the wallet provider.
Creating multiple customer accounts or separate loyalty cards can divide points, orders and customer status.
Use one account wherever possible.
Trade status may not appear because:
- The membership uses another email address.
- Verification is incomplete.
- The membership payment has failed.
- The account is inactive.
- The Shopify customer record has not updated.
- The Trade application is still being reviewed.
The membership has not been started after approval.
A separate account was created.
Check the account email and Trade Membership information first.
Contact us with the business name and account email if the status still appears incorrect.
Contact The Drivers HQ to request account deletion or personal-data support.
Some information may need to be retained where required for:
- Completed orders.
- Tax records.
- Fraud prevention.
- Legal obligations.
- Disputes.
- Refunds.
- Business records.
Deleting an account may affect:
- HQ Rewards.
- Digital loyalty access.
- Trade status.
- Order-history access.
- Saved details.
The request will be handled in accordance with the Privacy Policy and applicable data-protection requirements.
Use the unsubscribe or preference controls provided within the relevant TDHQ email or message.
Marketing preferences may be separate from essential service communications such as:
- Order confirmations.
- Dispatch notifications.
- Collection-ready messages.
- Account verification.
- Security notices.
- Refund information.
Contact us if an unsubscribe request does not appear to have worked after a reasonable processing period.
TDHQ customer accounts use Shopify’s secure Customer Account system and associated service providers.
Customers should:
- Keep access to their email account secure.
- Never share verification codes.
- Avoid signing in on untrusted devices.
Check website addresses before entering information.
Sign out of shared devices.
Report suspicious account activity promptly.
The Drivers HQ will not ask for passwords, full card details or account verification codes by email, telephone or WhatsApp.
TDHQ Trade Membership is designed for eligible professional automotive businesses, including detailers, valeters, PPF installers and car washes. Approved members pay £9.99 a month and get 10% off every product except sale items, specialist support and a public business listing. The Trade Membership page and current membership terms remain the source of truth.
TDHQ Trade Membership is a paid membership for eligible professional automotive businesses.
Approved members can receive benefits including:
- 10% off every product except sale items.
- Access to selected Trade deals.
- A public Find a Detailer directory profile.
- Booking and contact links.
- WhatsApp support.
- A Trade membership badge.
- Access to future Trade-specific features.
The Trade discount does not apply to sale items or gift cards.
Membership approval remains subject to business verification and the current Trade Membership terms.
TDHQ Trade Membership costs £9.99 per month.
The membership has a minimum term of 12 months. After that it carries on month by month until you cancel.
You only start paying once your application is approved and you start the membership.
The monthly fee is separate from any product order and does not represent account credit or prepaid product spend.
Customers should review the complete Trade Membership terms before applying because the minimum term, cancellation rules and eligibility requirements apply once membership begins.
Yes. TDHQ Trade Membership has a minimum term of 12 months.
The membership is paid monthly, but the monthly payment arrangement does not make it a cancel-anytime service during the minimum term.
After the 12 months it carries on month by month until you cancel.
Customers should only apply when they understand and accept the full 12-month commitment.
Cancellation, failed-payment and termination rules are set out in the Trade Membership terms.
Trade Membership is intended for genuine automotive businesses operating in eligible professional sectors.
Approved business types include:
- Detailers.
- Valeters.
- PPF installers.
- Car washes.
Applicants must be able to provide suitable evidence that the business is active and genuinely operating within an eligible sector.
The Drivers HQ may reject an application that cannot be verified or does not meet the programme requirements.
No. TDHQ Trade Membership is intended for genuine eligible automotive businesses rather than private enthusiasts purchasing products for personal use.
Applicants must provide evidence that the business is active and operates as a detailer, valeter, PPF installer or car wash.
Private customers can still access normal retail pricing, HQ Rewards, product advice and public promotions where available.
Applicants must provide two approved forms of business evidence.
Suitable evidence may include:
- Active business website.
- Active business social-media page.
- Business bank documentation.
- Public liability insurance.
- Business registration information.
- Supplier invoice.
- Business premises evidence.
- Branded business vehicle.
- Professional booking page.
- Other evidence approved by The Drivers HQ.
Evidence must clearly relate to the business and applicant.
The Drivers HQ may request additional information where the original evidence is incomplete or unclear.
The verification process helps confirm that Trade benefits are being provided to genuine eligible automotive businesses.
Using two forms of evidence helps reduce:
- False applications.
- Private customers applying for business discounts.
- Duplicate accounts.
- Fraudulent directory profiles.
- Misuse of Trade badges.
- Incorrect business information.
The evidence also helps TDHQ create an accurate public directory listing.
Only provide the information requested and remove unrelated sensitive information where appropriate.
Trade applications are reviewed as quickly as possible, but no fixed approval time is guaranteed.
Review time can depend on:
- Whether the evidence is complete.
- Whether the business details match.
- Whether additional checks are required.
- Application volumes.
- Whether clarification has been requested.
Whether membership payment has been completed correctly.
Applicants should check their email, spam and junk folders for any request for additional information.
No. Submitting an application does not guarantee approval.
The business must meet the eligibility and verification requirements.
The Drivers HQ may refuse, suspend or cancel an application where:
- Evidence is insufficient.
- Information cannot be verified.
- The business is outside an eligible sector.
- Information is misleading.
- Duplicate accounts exist.
- The programme is being misused.
- Membership terms are not accepted or followed.
Approved Trade Members get 10% off every product except sale items and gift cards.
It is taken off automatically at checkout while you are signed in to the account your membership is on.
The final checkout total is the price that applies.
It applies to every product except:
- Sale items.
- Gift cards.
The discount is taken off at checkout while you are signed in to the account your membership is on.
No. Trade discounts do not apply to sale items.
Sale products are already offered at a reduced price and should not be assumed to qualify for another Trade reduction.
Trade discounts may also be incompatible with:
- Promotional codes.
- Automatic discounts.
- Bundle pricing.
- HQ Rewards.
- Other customer-specific pricing.
The final checkout total remains the price that applies.
Trade pricing should not be assumed to combine with another discount code, automatic promotion, sale price, bundle or HQ Rewards redemption.
Shopify checkout will confirm whether the selected pricing and discount can be used together.
Do not complete checkout if the expected price is not displayed.
The Drivers HQ cannot guarantee that a discount can be added retrospectively after the order has been completed.
Yes. Trade Members earn HQ Rewards points on their orders as normal: 1 point for every £1 of eligible spend.
Sale items do not earn points, for any customer.
The points shown in your HQ Rewards area remain the source of truth.
Once your application is approved, sign in and start your membership from the Trade Membership page.
From then on, 10% comes off every product except sale items at checkout while you are signed in to that account.
Check that:
- The correct email address is being used.
- The application has been approved.
Your membership has been started and payments are up to date.
The item is not on sale.
The account has fully signed in.
Contact us if the discount still does not appear at checkout.
The discount may not appear because:
- The wrong account email is being used.
- Verification is incomplete.
- Membership payment has failed.
- The product is on sale or is a gift card.
The membership has not been started after approval.
An incompatible promotion is active.
The account status has not updated.
The membership has been suspended or cancelled.
Take a screenshot of the product and basket before completing checkout, then contact us with the account email and product details.
A Trade Membership is connected to the approved business and customer account.
Business staff may only use the membership where the Trade terms and account setup allow it.
Sharing account access outside the approved business can create issues with:
- Verification.
- Security.
- Order history.
- Pricing.
- Directory information.
- Rewards.
- Membership enforcement.
- Do not share secure Shopify verification codes.
Contact us where a business requires access for more than one authorised person.
Trade Membership is intended to support eligible professional automotive businesses, but it does not automatically create a wholesale or authorised-reseller agreement.
Some brands and products may have:
- Resale restrictions.
- Recommended retail prices.
- Minimum order quantities.
- Territory restrictions.
- Separate wholesale terms.
- Marketplace restrictions.
Contact The Drivers HQ before purchasing products specifically for resale.
Eligible orders include the applicable VAT and order information.
Trade members should check the order confirmation, customer account and available order documents first.
Contact us with the order number and approved business details if a copy invoice is required.
Invoice details should match the business information supplied at checkout.
Changes after an invoice has been issued may not be possible.
No. TDHQ Trade Membership does not automatically include a credit account or delayed-payment terms.
Orders must be paid using the payment methods available at checkout unless a separate written credit arrangement has been approved.
Trade discount, Trade Membership and Trade credit are separate arrangements.
Do not place an order expecting payment terms that have not been confirmed in writing.
Yes. Approved Trade members receive a public profile within the Find a Detailer directory, subject to the directory rules and completion of the required business information.
The profile can include approved details such as:
- Business name.
- Location.
- Service area.
- Contact details.
- Website.
- Social-media links.
- Booking link.
- Services.
- Business description.
- Images.
- Membership level.
The listing must remain accurate and must not contain misleading claims.
Trade members can provide the approved business details required for their profile.
Available fields may include:
- Business name.
- Address or service area.
- Telephone number.
- Email address.
- Website.
- Booking link.
- Social-media pages.
- Services.
- Opening hours.
- Images.
- Business description.
Some fields may be required for verification or directory quality.
The Drivers HQ may edit formatting, remove unsupported claims or refuse content that does not meet the directory standards.
The TDHQ Trade badge shows that the business has an active verified Trade Membership.
The badge may be supplied in approved digital or physical formats for use on:
- Website.
- Social media.
- Clothing.
- Business premises.
- Vehicle.
- Marketing materials.
The badge must not be altered or used to imply Recognised Detailer status.
Badge use must stop if the membership expires, is cancelled or is suspended.
No. Trade Membership and Recognised Detailer status are separate levels.
Trade Membership confirms that the business has passed the applicable business verification process and has an active membership.
Recognised Detailer status requires additional eligibility, experience and assessment or approved training requirements.
A Trade member must not use the Recognised Detailer badge until formal approval has been issued.
A business must first meet the current Recognised Detailer eligibility requirements.
The route normally includes:
- Operating an eligible automotive business.
- Holding Trade Membership for at least six months.
Completing an approved assessment or eligible training route.
Meeting the required working and professional standards.
Supplying accurate business information.
Accepting the badge and directory rules.
Recognition is not automatic after six months.
The Recognised Detailer page remains the source of truth for the current process.
Yes. The Drivers HQ may suspend or cancel membership where:
- Payments fail.
- Information is false or misleading.
- The badge is misused.
Membership is shared outside the approved business.
Directory content is misleading.
The business no longer meets eligibility requirements.
The programme is abused.
The membership terms are breached.
Conduct risks the TDHQ brand or customers.
The applicable process is contained within the Trade Membership terms.
A failed payment may result in:
- Loss of Trade pricing.
- Membership suspension.
- Directory status changing.
- Badge use becoming unauthorised.
- Access to Trade features being restricted.
- Outstanding membership payments remaining due.
Update the card in Manage Trade Membership, in your account, and respond promptly to any failed-payment email.
A failed payment does not automatically cancel the remaining minimum-term obligation.
Once your 12 monthly payments have been made, you can cancel from Manage Trade Membership in your account, or contact us.
Until then the membership cannot be cancelled online.
When it is cancelled, the 10% Trade discount stops and no further payments are taken.
Before cancelling, check:
- Directory status.
- Badge removal requirements.
- Any continuing account obligations.
Find a Detailer helps customers locate automotive detailers and related professionals listed within the TDHQ directory. Directory profiles can have different verification levels. Customers should review each profile, services, location, booking information and status before making an enquiry.
Find a Detailer is a TDHQ business directory designed to help customers locate automotive detailing and valeting businesses.
Profiles may include:
- Business name.
- Location.
- Service area.
- Services.
- Contact details.
- Website.
- Social-media pages.
- Booking link.
- Images.
- Verification level.
- Recognition status.
The directory introduces customers to independent businesses.
The Drivers HQ does not automatically become a party to the agreement between the customer and the listed business.
Open the Find a Detailer directory and enter your town, city or postcode.
The directory should display relevant businesses based primarily on distance from the searched location.
Customers can then review:
- Verification level.
- Services.
- Business description.
- Location.
- Service area.
- Booking options.
- Contact details.
- Recognition status.
Search results remain dependent on the information supplied by each listed business.
Directory results should be ordered using the approved ranking structure.
The primary ranking factors are:
- 1. Distance from the customer’s searched location.
- 2. Recognised Detailer status.
- 3. Trade Member status.
- 4. Standard listing status.
A closer relevant business may therefore appear before a more highly verified business that is much further away.
The directory should not display paid placement as organic ranking unless it is clearly identified.
The directory uses four listing levels:
Standard
A basic business listing that has not been claimed or verified through Trade Membership.
Claimed
A business has claimed control of the listing and provided the required ownership information.
Trade
The business has an active verified TDHQ Trade Membership.
Recognised
The business has met the additional requirements for TDHQ Recognised Detailer status.
Customers should read the individual profile and verification information before booking.
A Standard listing is a basic public business profile created from available business information.
The listing has not necessarily been claimed by the business and does not confirm active Trade Membership or Recognised Detailer status.
Customers should independently verify:
- Current contact details.
- Services.
- Availability.
- Insurance.
- Pricing.
- Suitability for the required work.
A Standard listing should not display a Trade or Recognised badge.
A Claimed profile means the business has completed the required process to take control of the directory listing.
The business may be able to update approved information such as:
- Description.
- Contact details.
- Service area.
- Website.
- Booking link.
- Social-media pages.
- Services.
- Images.
Claiming a profile does not automatically confirm Trade Membership or Recognised Detailer status.
A Trade badge means the business has an active TDHQ Trade Membership and has completed the applicable business-verification process.
It does not mean that The Drivers HQ has inspected every vehicle, service or job completed by the business.
The badge should not be treated as:
- A guarantee of workmanship.
- A warranty.
- An insurance policy.
- A promise of price.
- Recognised Detailer status.
Customers should still discuss the work, process, products, insurance, price and aftercare directly with the business.
Recognised Detailer status means the business has met the additional current requirements for TDHQ recognition.
The process can include:
- Active eligible business status.
- Required Trade Membership period.
- Assessment or approved training route.
- Verification of professional standards.
- Agreement to recognition and badge rules.
- Ongoing directory compliance.
Recognition provides a higher verification level than a Standard, Claimed or Trade listing.
It does not remove the customer’s responsibility to discuss the proposed work and terms directly with the business.
No. A directory listing does not guarantee a particular result, price, availability or standard of work.
The listed business remains responsible for:
- Advice.
- Quotations.
- Booking.
- Vehicle inspection.
- Workmanship.
- Products used.
- Customer communication.
- Payment.
- Warranty.
- Aftercare.
- Complaints.
Verification levels provide useful information, but customers should still carry out their own checks before booking.
No. Directory businesses are independent businesses unless a profile clearly states otherwise.
The Drivers HQ does not normally employ, manage or control the listed business.
Any service agreement is made directly between the customer and the selected business.
Questions about:
- Price.
- Appointment time.
- Cancellation.
- Work scope.
- Insurance.
- Payment.
- Warranty.
- Damage.
- Aftercare.
- should be discussed directly with the business.
Open the business profile and use one of the available contact or booking methods.
These may include:
- Telephone.
- Email.
- Website.
- Booking page.
- WhatsApp.
- Social media.
- Enquiry form.
The Drivers HQ does not manage the diary of an independent listed business.
Contact the business directly for availability, quotations and booking terms.
No. Services vary between businesses.
A profile may list services such as:
- Mobile valeting.
- Studio detailing.
- Paint enhancement.
- Paint correction.
- Ceramic coating.
- PPF.
- Vinyl wrapping.
- Window tinting.
- Interior cleaning.
- Machine polishing.
- Soft-top care.
- Maintenance plans.
Customers should confirm that the business currently offers the required service and has suitable experience before booking.
Where directory filters are available, select the Recognised Detailer filter.
Recognised businesses should also display the approved recognition badge on their profile.
Distance remains an important search factor, so the closest Recognised Detailer may still be outside the immediate area.
Customers can also review Trade and Claimed listings where no Recognised business is available nearby.
Use the official TDHQ verification route shown on the badge or business profile.
Where supplied, the QR code should lead to the business’s live directory profile or verification page.
Check that:
- The business name matches.
- The location matches.
- The status is active.
- The badge level matches the profile.
- The website address belongs to The Drivers HQ.
Do not rely solely on a copied image displayed on social media or a vehicle.
Before booking, ask about:
- Exact work included.
- Expected result.
- Price.
- Deposit.
- Timescale.
- Vehicle inspection.
- Products and coatings used.
- Insurance.
- Workshop or mobile conditions.
- Cancellation terms.
- Warranty.
- Aftercare.
- Existing damage.
- Additional charges.
Ask for important promises and the agreed work in writing.
For specialist services such as paint correction, coatings, PPF and wet sanding, request relevant experience and examples.
Yes. Customers should ask the business to confirm that it holds insurance suitable for the services being provided.
Relevant cover can vary depending on whether the business:
- Works from a studio.
- Works mobile.
- Moves customer vehicles.
- Stores vehicles overnight.
- Applies coatings.
- Performs machine polishing.
- Installs PPF.
- Carries out repairs.
- Employs staff.
A directory listing does not replace the customer’s own insurance checks.
Use the available report or contact option and provide:
- Business name.
- Profile link.
- Information believed to be incorrect.
- Supporting evidence where appropriate.
- Your contact details if follow-up is required.
The Drivers HQ may contact the listed business or temporarily limit information while it is reviewed.
Do not submit false, malicious or commercially motivated reports.
Select the Claim Profile option on the relevant business listing.
The claimant must provide suitable evidence that they own, manage or are authorised to represent the business.
The verification process may require:
- Business email.
- Business telephone.
- Website access.
- Registration details.
- Social-media control.
- Supporting documents.
- Additional identity checks.
A claim will not be approved where ownership or authority cannot be verified.
The directory is intended for relevant automotive detailing and vehicle-care businesses.
Eligibility can depend on:
- Business type.
- Services.
- Location.
- Public business information.
- Verification level.
- Directory standards.
- Current programme availability.
The Drivers HQ may refuse or remove listings that are irrelevant, misleading, inactive, unsafe or outside the intended directory scope.
The recommended route is to apply for TDHQ Trade Membership.
Approved Trade members receive a public directory profile as part of the membership benefits.
Where a separate basic or claimed listing process is available, the directory page will explain the current application route.
Provide accurate information and only list services that the business genuinely offers.
Yes. A listing may be removed, hidden or suspended where:
- The business has closed.
- Information is misleading.
- The profile is fraudulent.
- Verification has failed.
- The listing breaches directory rules.
- The business requests removal where appropriate.
- The business is no longer eligible.
- Badge or membership status is being misused.
Some basic public business information may remain where there is a legitimate directory reason and the applicable rules allow it.
First, raise the issue directly with the business and allow it a reasonable opportunity to respond.
Where the concern relates to directory accuracy, badge misuse, false claims or serious conduct, report it to The Drivers HQ with:
- Business name.
- Profile link.
- Date of the issue.
- Clear description.
- Relevant photographs or documents.
- Details of attempts to resolve it.
The Drivers HQ cannot act as a court, insurer or automatic refund provider, but it may review directory eligibility or badge status.
Find the TDHQ store address, current opening hours, telephone and WhatsApp information, directions and the best route for different types of enquiry. Customers should use the current Contact Us page rather than relying on old business listings or previous store information.
The Drivers HQ store is located at:
The Drivers HQ
1A Shipley Court
Manners Industrial Estate
Ilkeston
Derbyshire
DE7 8EF
Use the directions linked from the Contact Us page to avoid being sent to an old TDHQ location.
Customers collecting an online order must wait for the collection-ready confirmation before travelling.
Yes. Customers should use the current Ilkeston address:
The Drivers HQ
1A Shipley Court
Manners Industrial Estate
Ilkeston
Derbyshire
DE7 8EF
Do not travel to an older TDHQ address shown in outdated search results, saved maps, previous invoices or historic social-media posts.
Use the current Contact Us page for the latest location details.
The current normal opening hours are:
Monday to Friday
10:30am to 7:00pm
Saturday and Sunday
10:30am to 5:00pm
Opening hours may change for bank holidays, Christmas, events, stocktaking or exceptional circumstances.
Check the Contact Us page and current TDHQ updates before making a special journey.
Bank-holiday opening hours can differ from the normal schedule.
The current hours will be displayed through the Contact Us page, website announcement area or official TDHQ social channels where possible.
Do not assume normal weekday or weekend hours apply on a bank holiday.
Contact the store before making a special journey if no updated information is available.
The Drivers HQ telephone number is:
Telephone availability may depend on customer volumes and staff availability.
For detailed product compatibility, damaged deliveries or issues requiring photographs, WhatsApp or the Contact Us page may be more suitable.
Never provide full card details or account verification codes by telephone.
Yes. The Drivers HQ accepts WhatsApp messages.
WhatsApp is particularly useful for:
- Product photographs.
- Pressure washer fittings.
- Damaged parcels.
- Stock enquiries.
- Product compatibility.
- Collection questions.
- General product advice.
The WhatsApp service is for messages rather than normal voice calls.
Do not send card details, passwords, verification codes or unnecessary sensitive information.
WhatsApp messages can be sent between 9:00am and 7:00pm.
A message sent within those hours does not guarantee an immediate reply.
Response time can depend on:
- Enquiry type.
- Message volume.
- Staff availability.
Whether photographs or technical checks are required.
Whether the enquiry relates to an active order.
Whether supplier information is required.
For urgent safety concerns, follow the product label and appropriate emergency guidance rather than waiting for a WhatsApp response.
The TDHQ WhatsApp service is intended for messages.
Do not assume that a WhatsApp voice or video call will be answered.
For a normal telephone enquiry, use 01332 480539.
Photographs, fitting questions and detailed product enquiries are often easier to handle through a written WhatsApp message.
Use the contact route that best suits the enquiry.
Telephone
Suitable for straightforward store, stock and order questions.
Suitable for photographs, product compatibility and pressure washer fittings.
Contact form or email
Suitable for detailed enquiries, returns and issues requiring a written record.
In store
Suitable for viewing products and discussing general requirements.
For order-specific enquiries, include the order number but never send full payment-card details.
Email:
Include:
- Full name.
- Order number.
- Product name.
- Reason for the return.
Photographs where the item is damaged, faulty or incorrect.
Wait for return confirmation and instructions before sending anything back.
The full Refund and Returns Policy remains the source of truth.
Yes. Customers can visit the TDHQ store during normal opening hours without a general shopping appointment.
An appointment may still be helpful where the visit involves:
- A large Trade order.
- Specialist product sourcing.
- Extended technical advice.
- Collection of heavy machinery.
- A meeting with a specific team member.
- A detailed business enquiry.
Click & Collect customers must wait for the collection-ready confirmation before travelling.
Yes. Customers can purchase available products directly from the Ilkeston store during opening hours.
In-store availability can change throughout the day.
For a specific or urgent product, contact us before travelling or place a Click & Collect order and wait for the collection-ready confirmation.
Online-only promotions, reward codes and Trade pricing do not automatically apply to every in-store transaction.
Yes. The TDHQ team can provide general product guidance in store.
Bring useful information such as:
- Vehicle details.
- Photographs.
- Existing products.
- Surface type.
- Current protection.
- Pressure washer model.
- Fittings or connectors.
- Desired result.
Product advice is based on the information and products available at the time.
A physical vehicle inspection may be needed for paint defects, specialist correction or uncertain surface conditions.
Customers should use the current arrival and parking guidance shown on the Contact Us page.
Shipley Court is an active business location, so customers must:
- Park responsibly.
- Avoid blocking neighbouring units.
- Keep access routes clear.
- Follow any marked restrictions.
- Take care around moving vehicles.
- Use only appropriate customer areas.
Contact the store before arriving with a large van, trailer or collection vehicle.
Customers with mobility or access requirements should contact the store before travelling so the team can provide the most accurate current information and reasonable assistance.
Include any specific requirement relating to:
- Parking.
- Entrance access.
- Steps.
- Wheelchair access.
- Heavy-item collection.
- Communication.
- Additional assistance.
Do not rely on an old photograph or third-party business listing for accessibility information.
Yes. Bringing the fitting, hose end, trigger gun or accessory can make compatibility checks easier.
Where practical, also bring:
- Full model number.
- Clear photographs of the machine.
- Existing adapter.
- Hose details.
- Measurements.
- Packaging or part number.
Make sure any equipment brought into the store is clean, dry and safe to handle.
Do not bring a pressurised, leaking or chemically contaminated component into the retail area.
Eligible large Trade orders may be collected from the Ilkeston location by prior arrangement.
Contact us before travelling to confirm:
- Order readiness.
- Collection date.
- Vehicle suitability.
- Product weight.
- Number of parcels.
- Loading requirements.
- Any restricted products.
- Whether assistance is available.
The collecting person must have the required order information.
Find help with customer-account sign-in, checkout, payment errors, discount codes, missing pages, browser problems and website accessibility. Many technical issues can be resolved by checking the browser, device, connection and account information before trying again.
Try the following:
- Refresh the page.
- Check the internet connection.
- Close and reopen the browser.
- Try a private or incognito window.
- Clear the website cache and cookies.
- Disable an interfering browser extension.
- Try another supported browser.
- Restart the device.
Check whether the issue affects one page or the whole site.
If the problem continues, contact us with the page link, device, browser and a screenshot.
Use a current version of a mainstream browser such as:
- Google Chrome.
- Microsoft Edge.
- Mozilla Firefox.
- Safari.
Older or unsupported browsers may not correctly display:
- Shopify checkout.
- Customer Accounts.
- Wallet features.
- Rewards.
- Product media.
- Dynamic filters.
- Payment verification.
Keep the browser and device operating system updated.
The product may not be added because:
- It is sold out.
- A required variation has not been selected.
- The requested quantity is unavailable.
- The item is restricted.
- The product has a purchase limit.
- A browser script has failed.
- The basket requires refreshing.
- The product is temporarily unavailable.
Refresh the page, select the correct options and try again.
Contact us with the product link and screenshot if the issue continues.
A basket may appear empty because:
- Browser cookies are blocked.
- The browser session expired.
- A private window was closed.
- The customer changed device or browser.
- The regional or website session changed.
- An extension removed stored website data.
- The basket link opened in another browser.
Baskets are not guaranteed to remain saved indefinitely and do not reserve stock.
Add the products again and complete checkout when ready.
A price can change because of:
- Product variation selection.
- Sale ending.
- Discount conditions.
- VAT treatment.
- Trade-account status.
- Automatic promotion.
- Quantity change.
- Currency or regional setting.
- Basket refresh.
- An expired reward.
- Delivery being added.
- Review the full checkout breakdown before payment.
Take screenshots and contact us before completing checkout if the price still appears incorrect.
The discount may not be accepted because:
- It has expired.
- It was entered incorrectly.
- The minimum spend has not been reached.
- A product is excluded.
- The item is already discounted.
- The code has already been used.
- It is restricted to selected customers.
- Another incompatible discount is active.
- The order is using Trade pricing or a reward.
Review the offer terms and final checkout total before paying.
Check:
- Required fields are complete.
- Delivery address is valid.
- Postcode is formatted correctly.
- A delivery method has been selected.
- Payment details are correct.
- Bank verification has been completed.
- The basket does not contain an unavailable item.
- The browser allows required cookies and scripts.
- The connection is stable.
Try another supported browser or device if necessary.
Contact us with a screenshot of the error but do not include full card details.
A delivery option may be unavailable because:
The address is incomplete or outside the supported area.
A product has a delivery restriction.
The basket contains an oversized item.
A chemical or aerosol restriction applies.
The product is collection only.
A supplier-fulfilled item has different rules.
The postcode is invalid.
The delivery service is temporarily unavailable.
Check the address and basket items, then contact us with the product details if no suitable option appears.
Click & Collect may not appear because:
- A product is not stocked at the Ilkeston location.
- A product is supplier fulfilled.
- The item is delivery only.
- A special-order product is included.
- The selected quantity is unavailable.
- The service is temporarily unavailable.
- The basket contains incompatible items.
Checkout remains the source of truth for collection eligibility.
Contact us before ordering if collection is essential.
A payment may fail because:
- Card details are incorrect.
- The billing address does not match.
- The bank declined the transaction.
- Security verification was not completed.
- The payment method expired.
- Funds are unavailable.
- The checkout session timed out.
- The payment provider experienced an error.
- The browser blocked required functionality.
The Drivers HQ normally cannot see the exact reason supplied privately by the bank.
Contact the payment provider or try another method shown at checkout.
An interrupted or unsuccessful checkout can sometimes create a temporary pending authorisation.
Check:
- Whether an order confirmation was received.
- Whether the order appears in My Orders.
Whether the bank shows the payment as pending or completed.
Whether another checkout attempt created a confirmed order.
A pending authorisation is controlled by the bank or payment provider and may clear without becoming a completed payment.
Contact us if a completed payment appears without a matching order.
Check:
- Spam folder.
- Junk folder.
- Promotions folder.
- Email spelling.
- Mailbox capacity.
- Blocked-sender list.
- Email filters.
- Whether another email address was used.
- Whether marketing messages were unsubscribed.
Order and account messages may come through Shopify or a connected service.
Add legitimate TDHQ and Shopify addresses to the safe-sender list where appropriate.
A verification code may fail because:
- It has expired.
- A newer code was requested.
- The code was entered incorrectly.
- It belongs to another email address.
- The browser session changed.
- The sign-in page was reopened.
- Too many attempts were made.
Request a new code and use the most recent message.
Never send the code to TDHQ staff or another person.
Check that:
You are signed into the correct customer account.
The account email matches previous eligible orders.
Browser cookies and scripts are enabled.
The page has fully loaded.
No privacy extension is blocking the rewards area.
The account has completed verification.
The programme is not experiencing a temporary issue.
Try refreshing the page or using another supported browser.
Contact us with a screenshot if the balance remains unavailable.
The wallet option may be unavailable because:
- The feature is not enabled.
- The device is unsupported.
- The browser is incompatible.
The customer is not signed into the correct account.
The wallet application is not installed or configured.
The pass was already added.
A regional or account restriction applies.
The integration is temporarily unavailable.
Use the official option shown within My HQ Rewards.
Do not install an unofficial pass from another website.
A page may have been:
- Moved.
- Renamed.
- Removed.
- Replaced.
- Linked incorrectly.
- Temporarily unavailable.
Return to the main website navigation or use the site search to locate the relevant product or help page.
Contact us with the broken link if the problem continues.
Do not use an outdated search-engine result as confirmation that a product or policy still exists.
Manufacturers may update labels, instructions, formulas, packaging or technical guidance.
The current physical product label should always be checked before use.
Where important information conflicts:
- Stop before applying the product.
- Take photographs of the label.
- Check the batch or product code.
- Contact The Drivers HQ or manufacturer.
- Do not rely on an old cached page.
The website should be corrected where information has become outdated.
Contact us with:
- The page link.
- The incorrect information.
- A screenshot.
- The correct information where known.
- Product label photographs where relevant.
- Device and browser if the problem is visual.
Do not rely on social-media comments as the only report route.
The Drivers HQ will review the information and update the page where necessary.
Contact The Drivers HQ and explain:
- The page affected.
- The task you were trying to complete.
- The device used.
- The browser or assistive technology used.
- The problem encountered.
- Any error message.
- The support needed.
The Drivers HQ should provide a reasonable alternative route where possible while the issue is reviewed.
Do not include passwords, verification codes or full payment information.
Contact the TDHQ team if a genuine technical problem prevents normal checkout.
Whether an alternative order can be processed depends on:
- Product availability.
- Payment method.
- Customer verification.
- Delivery requirements.
- Order value.
- Staff availability.
- Security requirements.
Never send full card details through WhatsApp, email or an ordinary message.
The website checkout remains the preferred secure ordering route.
Yes. The website should support current mobile telephones and tablets using a modern browser.
Customers should be able to:
- Browse products.
- Search.
- Add items to the basket.
- Complete checkout.
- Sign into Customer Accounts.
- View HQ Rewards.
- Access wallet features where supported.
- Use Click & Collect.
- Contact TDHQ.
Report any mobile layout, scrolling or button problem with a screenshot and device details.
A customer account may sign out because:
- The secure session expired.
- Browser cookies were cleared.
- Private browsing is being used.
- The device or browser changed.
- A security check was triggered.
- The browser blocks required storage.
- The account was opened on another device.
- The page was inactive for an extended period.
Sign in again using the Shopify verification process.
Do not share verification codes.
Product images may fail to display because of:
- Slow connection.
- Browser cache.
- Content-blocking extension.
- Image CDN issue.
- Temporary website error.
- Unsupported browser.
- Data-saving mode.
- A missing product image.
Refresh the page, try another browser and check the connection.
Contact us with the product link and screenshot if the images remain unavailable.
The browser, search engine or device may be displaying cached information.
Try:
- Refreshing the page.
- Using a private browser window.
- Clearing the browser cache.
- Opening the page from the main website navigation.
- Checking the current page address.
- Trying another device.
Search-engine descriptions and images can take time to update after a page changes.
The live TDHQ page remains the current source of information.
Provide:
- The page link.
- A description of what happened.
- What you expected to happen.
- Device type.
- Browser.
- Approximate time.
- Screenshot or screen recording.
- Error message.
- Whether the issue happens repeatedly.
- Whether another browser was tested.
For checkout issues, include the affected product names but do not send full card details, security codes, passwords or account verification codes.
Still Need Help?
Can't find the answer you're looking for? Our team is always happy to help with product advice, orders, delivery, returns or trade enquiries.