FAQ

Q - I NEED TO CANCEL THE ORDER PLEASE?

A - At any stage you realise your order needs cancelling it is important to raise this with us. With your consent we will cancel the order which will then inform your retailer the next working day. This action is not a refund action. For refund you will need to contact your retailer. Alternatively if you do cancel with your retailer they will inform ourselves, however we cannot guarantee the speed of this communication and our driver may still be preparing to deliver to you. Please contact one of our advisors on 03448 111 211 who will be happy to help.

Q - APPLIANCE IS THE WRONG COLOUR / ORDER IS NOT CORRECT?

A - We cannot change you order we will need to cancel the order back to your retailer. If a appliance is missing from your order please ask and check there maybe more than 1 order with us. Please contact one of our advisors on 03448 111 211 who will be happy to help.

Q - I HAVE REMOVAL ON MY ORDER AND NO LONGER REQUIRE IT?

A - We can cancel just this service line from your order and still deliver the appliance. Please contact one of our advisors on 03448 111 211 who will be happy to help.

Q - THE ADDRESS ON MY ORDER IS INCORRECT, CAN YOU CHANGE IT?

A - At any stage you realise your address is incorrect it is important to raise this with us. However we cannot change your address. We are delivering your order as per agreement with your retailer and for avoidance of fraudulent behaviour we cannot divert from the address instructed to us by your retailer. If you call us we will make a note on the order and advise that you then request an address change via your retailer.

Q - MY HOUSE IS DIFFICULT TO FIND / MY HOUSE IS A NEW BUILD LOCATION?

A - We do give the option for you to leave delivery instructions on your order. It's probably best you speak with one of our advisors so they can interpret you difficult delivery address and prepare our depot to manage the situation. Please contact one of our advisors on 03448 111 211 who will be happy to help.

Q - MY NAME IS ON THE ORDER, DO I HAVE TO BE THERE TO SIGN FOR THE DELIVERY?

A - All we ask for delivery success is that an adult (over 16 years of age) is available in the property to sign for the delivery. The adult must provide entry for the driver to the property and is required to instruct the driver where to leave the appliance before finally signing for the delivery. If the appliance is required to be in the garage the adult must still have access to the property itself not just the garage.

Q - I'M NOT AT HOME CAN THE DRIVER LEAVE THE APPLIANCE IN THE GARAGE PLEASE?

A - All we ask for delivery success is that an adult (over 16 years of age) is available in the property to sign for the delivery. The adult must provide entry for the driver to the property and is required to instruct the driver where to leave the appliance before finally signing for the delivery. If the appliance is required to be in the garage the adult must still have access to the property itself not just the garage.

Q - THE OPTION TO CHANGE MY DELIVERY DATE IS NO LONGER AVAILABLE ON THIS WEBSITE?

A - At a particular point in the journey of your order a delivery is prepared. At this stage the only method of changing is to contact our call centre. Please contact one of our advisors on 03448 111 211 who will be happy to help.

Q - DELIVERY DATE IS NO LONGER OK?

A - As soon as you realise your delivery date is no longer convenient please check this website to re-book your delivery. If it is not possible on this website then please contact one of our advisors on 03448 111 211 who will be happy to help. - If you need to delay your delivery for any reason (eg kitchen install) please contact one of our advisors on 03448 111 211 who will be happy to help. - Delivery sooner? Usually you would have been given the option to choose the earliest date available. To see if any earlier date has become available now please contact one of our advisors on 03448 111 211 who will be happy to help.

Q - WHEN DO I KNOW WHAT TIME MY DELIVERY IS?

A - Early evening the working day before your delivery date we will notify you of your delivery timeslot via SMS text message. Please check your order to see if you have the correct mobile number. If you do not have a mobile then we will attempt to send you an automated voice message, please look out for this when it calls you.

Q - I'D LIKE A DELIVERY PRE-CALL PLEASE, SO I CAN BE READY FOR THE DELIVERY DRIVER?

A - As part of our standard offering you will receive a delivery update to your Mobile via SMS texting. This update is an indication that within the hour the driver will arrive. Please ensure you mobile number is present on your order.

Q - I DON'T LIKE MY TIMESLOT I WOULD LIKE A BETTER ONE?

A - We provide timeslots to help narrow down your delivery. When these are provided it is the time the driver will be in your area. It is not possible to change the slot at this stage as this will affect the rest of his deliveries.

Q - I'D LIKE MY NEW APPLIANCE CONNECTED / I'D LIKE THE OLD APPLIANCE TAKEN AWAY?

A - Our drivers are skilled in these services and are best placed to complete these tasks. If the service is not on your order then we need to understand why this is the case. In some agreements with retailers we may be required to cancel your order back to the retailer so they can then reproduce the order with the service you require. We apologise for any inconvenience this would cause. To help the connection of your appliance go smoothly, please watch our video.

Q - IS MY NEW FRIDGE FREEZER SUITABLE FOR AN OUTBUILDING?

A - Some of our products are suitable please call our Product Advise Team who will be happy to discuss with you whether your chosen model is suitable to be used in an outbuilding. Please contact one of our advisors on 03448 111 211 who will be happy to help.

Q - DELIVERY DID NOT HAPPEN AS I WAS EXPECTING?

A - We monitor all deliveries and will certainly investigate any shortfall in the service you expected. Please contact one of our advisors on 03448 111 211 who will be happy to help.

Q - PACKAGING WAS NOT TAKEN?

A - We monitor all deliveries and will certainly investigate any shortfall in the service you expected. Please contact one of our advisors on 03448 111 211 who will be happy to help.

Q - DELIVERY HAS NOT HAPPENED?

A - We monitor all deliveries and will certainly investigate any shortfall in the service you expected. Please contact one of our advisors on 03448 111 211 who will be happy to help.