FAQs


Placing Your Order

How and when can I order?

You can order your item through this website or from one of our friendly customer advisors. You can contact our friendly team, Monday- Friday, 10am-5pm on 01163327223

 

What's the cut-off time for next day delivery?

Cut-off for Next Day Delivery is midnight. To ensure you get the best possible service.

What are my delivery options?

You can choose a home delivery option, which lets you have your order delivered to an address of your choice. Some eligible items also let you choose Click + Collect, where your order is available to collect in store. Your delivery options are dependent on the products selected and your delivery postcode. 

Can I have an invoice?

Yes. We give invoices with all orders as standard. If you still need help, just get in touch.

How do I know if the item will fit?

We try to list the full dimensions for every item. If for any reason the item you want doesn't have dimensions, please call our customer advisors on 01163327223

 

It's important to note that the item dimensions don't include any protruding features such as controls and handles etc. Item dimensions represent the casing of the item only. Whilst we try to be as accurate as possible, all sizes, weights and measurements quoted on the website are approximate.

Will I receive the exact model shown? 

Images of the items shown on our website are the exact appliance you will recieve. We've made every effort to display all item colours accurately. However we can't guarantee that all the images displayed on your device will accurately reflect the true colour of the item delivered to you. 

Whilst every effort has been made to ensure that item specifications are correct on the website, due to continual item development through research & design, specifications may change without notice.

Can I return an item I don't want?

If you're not happy with your product, just let us know within 14 days of delivery and you can return it for free. Your refund will be made within 14 days of collection from your home, or from the day you dropped your product off at our store. It's important you don’t use or install your product. If you do, we'll have to deduct up to 45% of its value from your refund, as we cannot resell it as a refurbished item. We're happy for you to inspect the product properly. We'll refund you in full for items which haven't been used, as long as you let us know you want to return it within 14 days of delivery.

What if my item is faulty?

If you think your product may be faulty, we’ll do our best to resolve the problem as quickly as possible. We'll ask you to provide information on the product and the problem, and may suggest an engineer’s visit to help identify the fault. If the product is faulty, we’ll offer you a resolution in accordance with your legal rights.

Please note we require the warranty number from original paper invoice , to carry out any call outs.

Will my item have a warranty?

In most cases you'll receive a 90 day warranty covering all parts and labour.

Please also note that our warranties only cover domestic use; items for use in commercial properties might not be covered. 

Please note we require the warranty number from the original paperwork,  to carry out any call outs.

Paying For Your Items

Which payment methods can I use to place my order?

We accept cash on delivery or payment via bank transfer.

Discount Codes

Why isn't my discount code working?

Voucher codes will be available for a specific time period. Please check the expiry date and that you’ve entered the code correctly. A common error is an extra space if you're copying and pasting the code. Codes aren’t case sensitive so it’s fine to use capital or lower case letters.

 

Can I use a discount code if I order on the phone?

Yes, if it's a discount code that you've seen on our website. Please let our friendly customer advisors know that you have seen a discount code so that they can add this to your basket. If it is a unique discount code that you've received via an email, then it will need to be redeemed online as it isn’t valid for orders placed over the phone.

Can I use more than one discount code on my order?

No. Sorry, only one voucher code can be used per transaction. Your unique discount code has been generated especially for you and can only be used once, however all other discount codes can be used as often as you like.

Where do I enter my discount code?

The discount code box can be found at the bottom of your basket. Simply type or copy and paste your code into the box and click apply. Your total will update to include your discount saving. Please be aware, you must enter your discount code in the basket as you can't apply it later.

Where can I get a discount code?

From time to time we’ll offer discount codes across the site. This will be clearly visible on our homepage and on the specific product page that the discount applies to. Sometimes we may ask for your email address in order to receive a unique discount code. We will use your email address to inform you about our latest promotions and offers. You can unsubscribe from these emails at any point.

 

Prior To Delivery

What do I need to do before my delivery arrives?

We want your delivery to go as smoothly as possible, which means that we need a helping hand from you on the day. You might want to plan how your driver will access your property, and how your new appliance will get to its new home in your house. It’s a good idea to move your car off your drive, furniture that could get in the way, or even take pictures down that could get knocked during delivery. If we’re disposing of an item for you, make sure that it’s ready for us to take.

Last but not least, make sure you keep an ear out for phone calls or knocks at the door. It could be your delivery!

Where can you deliver?

We'll deliver items to addresses FREE of charge using our flexible delivery service.

What time will my delivery be?

If you've provided a mobile number, you'll receive a text message  on the day of your delivery letting you know the timeslot estimated for your delivery. Our deliveries start at 9am. Please note, this time may change as your driver makes their way to you, especially during bad weather or increased traffic.

 

What happens if you can't deliver?

Occasionally we may experience delivery restrictions in your area beyond our control. For example, bad weather closing roads. 

We'll always try our best to deliver and if we think your order may be affected, we'll block out those dates in your delivery calendar.

How much does delivery cost?

We offer FREE standard delivery regardless of how many items you have in an order. Or you can choose our other delivery options to create a package which fits in with your busy lifestyle. For kitchen appliances, TVs, or selected audio, computing or mobile phone products. Occasionally we may offer these paid for delivery options at a discounted rate.

 Can I change a delivery date I have already agreed to? 

Yes, you can change your delivery date up to the day before. If you need help, just give us a call on 01163327223. 

Will it cost to change my delivery date?

When you place your order, your delivery price has been secured. This means that if you need to delay your delivery, we can change it to a time that suits you at no extra cost. 

 

Can I change my delivery timeslot?

Unfortunately not, as your delivery time has already been planned into your driver’s route. If you don’t think you’ll be at home to sign for your delivery, give us a ring and we can re-schedule delivery for another day. 

Can I change my delivery address?

If you have ordered a kitchen appliance, TV or a selected audio, computing or mobile phone product you can give us a call before 5pm on the evening before delivery and we will be able to change your delivery address for you. 

When I order more than one item, will they all be delivered at the same time?

We always try to deliver all your items together to make things as easy as possible for you. However, sometimes items will be delivered from different warehouses so will arrive separately. 

Can I cancel my order before delivery?

If you have ordered a kitchen appliance or selected TV, audio, computing and mobile phone product, you can cancel your product before delivery. If you have ordered any other TV & entertainment, computing, phone and smart tech product, we can't cancel the order after it has been accepted and entered the delivery process. You can refuse delivery of the product, or you can accept delivery and then arrange a collection. Both of these options are free of charge, and you will receive a full refund once we have received the item back in an unused condition. Software orders cannot be cancelled. However if you would like to move the software to a new device, you can call the software provider and request that the license is transferred.

My delivery hasn't arrived yet, what should I do?

For your most up to date delivery time, you can. If your timeslot has come and gone and your driver is nowhere to be seen, give them a bell on 07732 045350, or speak to our out of hours team on 01163327223.

Can I speak to my driver?

You can call your driver. If you don’t get an answer straight away, please be patient. Our drivers are busy people and have lots of customers to visit. Just give the store a call on 01163327223 for your drivers number.

My driver was brilliant, how can I say thank you?

We’re happy they made you happy! Head over to Facebook  and leave us a review or send us some nice words 

Help, I've ordered the wrong thing!

Oops! We all make mistakes sometimes. Give us a call on 01163327223 and we’ll swap your product for something else. If you think you’re going to return an item, it’s important that you don’t use or install it as you may not receive a full refund. On selected TV & entertainment, computing, phone and smart tech products, you can refuse delivery of your order and it will be returned to us.

Will you deliver if the weather is bad?

We’ll always try our best to deliver during snow or bad weather. If there's a chance your driver could be delayed or needs to reschedule, don't worry, we'll be in touch.

Something's gone wrong!

Don’t panic, we’re here to help. Give us a call between 10am-5pm, and we’ll do our best to sort it for you.

Handy hint: Keep a note of your invoice number before your appliance is installed. This makes it easier for you to claim any promotions back, or to get help if there’s a problem. 

Installation

Will it be installed by a professional?

Yes. Our delivery team engineers have been through the most intensive of training courses, and skilled in electrical connections. Your safety is our priority, so we've made sure they know exactly what they're doing.

 

What do you connect / disconnect?

We connect all freestanding washers and dishwashers. We dont not install Electric Cookers.

How much does installation cost?

Our Installation service is £19.99. 

 

 

What preparations do I need to make?

As you can probably imagine, and for your safety, there is a lot of legislation around connecting cookers, so there are things that we need you to check before we arrive. We've come up with a handy guide and all the information is on our installation page. 

What is LPG?

LPG stands for "Liquid Petroleum Gas". This is usually supplied in cylinders and is common in remote areas that don't have a mains natural gas supply.

 

I've bought a mains gas cooker. Can I change it to run off LPG?

You'll need to check within the item specification on our website to see if it can be converted, or by speaking to one of our team.

What is a Hot Zone?

The "Hot Zone" is the area between your cooker or hob and anything above it. This area needs to be clear of any flammable materials, such as wallpaper, cupboards or shelves and plug sockets. If we arrive, and the hot zone isn't clear, we wouldn't be able to complete your installation. To see exactly what a "Hot Zone" looks like, and for details on the required gap, 

 

Will your engineers have the hoses or cables to connect?

They will if you've paid for installation. These days, most cooking items aren't supplied with cables or hoses, for your safety. However, our delivery team will come prepared. But, if you haven't paid for installation, we won't be able to supply these.

 

 

 

 

 

 

 

Will my address and payment information be secure?

 

Once we have your information, we’ll ensure we protect it with all of the appropriate safeguards. It’s important that you also take responsibility for protecting your account information. Make sure your password is strong, don’t share it with others, and try not to use the same one for lots of online accounts. Don’t send your password by email – we’ll never ask you to do so. We won’t ask you for your password information over the ‘phone; we’ll advise you on how to reset it. 

Can you reset my password for me?

No, for security, we ask you to reset your password yourself. We wouldn’t ask you to share your password with us, but if you contact us we can advise on how to reset it.

After You've Ordered

Can I exchange my product?

If you have ordered a Kitchen Appliance or selected TV, audio, computing and mobile phone product, you can contact us and we will exchange it. All you have to do is let us know within 14 days of delivery. 

Can I return my product?

Yes, all products (except software) can be returned within 14 days of delivery. Give us a call with the invoice number of your product and we will arrange to collect the item, free of charge, on a day of your choice. You will receive a full refund as long as the product is confirmed as unused once collected. If the product has been used we will issue a partial refund as we are unable to re-sell the product. All software sales are final and cannot be refunded due to the nature of the product.date with any developments.