Frequently Asked Questions

Placing Your Order

How and when can I order?

You can order your item through this website at any time. If you wish to speak to one of our friendly customer advisors you can contact us Monday to Friday, 9am-5.30pm, Saturday 9am-5pm, or Sunday 9am-4pm on 01244 535929 and press option 1.

 

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

Cut-off for Next Day Delivery will vary depending on your location. You’ll be able to see if Next Day Delivery is available when you place your order online or by speaking with us.

 

What are my delivery options?

Most items are in stock for collection within 30 minutes of placing your order. You can choose a home delivery option, which lets you have your order delivered to an address of your choice.

The days available for your delivery will be clearly marked in the basket. Your delivery options are dependent on the products selected and your delivery postcode.

 

Can I have an invoice?

Yes. Invoices will be sent with every order. 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. It's important to note that often the item dimensions don't include any protruding features such as controls and handles etc. Item dimensions represent the casing of the item only.

We try to be as accurate as possible however all sizes, weights and measurements quoted on the website are approximate. Please call if you’re unsure.

 

Will I receive the exact model shown?

Images of the items shown on our website are for illustrative purposes only. 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.

Please be aware that colours may differ between manufacturers.

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.

 

How do I know my item is available?

All items shown on our website are in stock and ready to dispatch unless clearly stated, or you can Click + Collect free of charge.

 

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. 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 new item. We're happy for you to unpack the product and inspect it 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. For more information on this, please visit our Ts&Cs.

 

Will my item have a warranty?

The manufacturers will supply a warranty in addition to your rights under the Sales of Goods Act. In most cases you'll receive a 1 year warranty covering all parts and labour, or in some instances, it may be extended to 2, 5 or even 10 years by the manufacturer. You may need to register your product with the manufacturer.

 

Paying For Your Items

Which payment methods can I use to place my order?

We accept all major debit and credit card payments.

 

Is it safe to send my debit/credit card details over the web?

Yes. We encrypt (safely lock in our system so no one can see) your payment card details using industry standard SSL technology to ensure they are completely safe.

 

If I don't want to pay online, what do I do?

Simply telephone our friendly team during our opening hours on 01244 535929 (Hawarden) or 01978 366183 (Wrexham) and one of our advisors will be happy to process your order by telephone using your payment card.

 

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.

 

Where can you deliver?

We offer delivery within a 40 mile radius from our stores, for all our customers, apart from authorized trade customers, we are able to deliver nationwide.

 

Who will deliver my item?

Products are delivered by our trusted delivery partners who will ensure the safe arrival of your products.

 

What time will my delivery be?

If you've provided a mobile number and requested approximate confirmation of your delivery time, you'll receive a call in the morning of your delivery day.

You can also get in touch with one of our friendly customer advisors during normal opening hours and they’ll be happy to assist you.

Please note, delivery times may change as your driver makes their way to you, especially during bad weather or increased traffic.

 

How do I find out when my item will be delivered?

We confirm this to you at the point of choosing your delivery option.

In the few cases where we can't confirm this at the point of order, a member of our team will contact you to agree a convenient delivery day and confirm the stock is available. If you've provided a mobile number and requested approximate confirmation of your delivery time, you'll receive a call in the morning of your delivery day.

 

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, if we can’t we will contact you any arrange another suitable delivery day.

 

Can I specify AM or PM Delivery?

Yes. You can choose from morning or afternoon delivery for an extra cost.

 

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

Yes, you can change your delivery date up to the day before, to do this please give us a call.

 

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 day that suits you at no extra cost.

 

Can I change my delivery address?

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.

 

Can I cancel my order before delivery?

You can give us a call before 5pm on the evening before delivery and we will be able to cancel your order.

 

When will my item be delivered?

When placing your order you will choose your delivery day or specified AM or PM delivery. If you are unsure please contact our friendly team on 01244 535929 (available Monday to Friday, 9am-5.30pm, or Saturday 9am-5pm, and Sunday 9am-4pm).

Please contact our friendly team on 01244 535929 (Monday to Friday, 9am-5.30pm, or Saturday 9am-5pm, and Sunday 9am-4pm).

 

Something's gone wrong!

Don’t panic, we know how to help. Give us a call Monday to Friday, 9am-5.30pm, or Saturday 9am-5pm, and Sunday 9am-4pm, and we’ll do our best to sort it for you.

If your item isn’t working properly, the manufacturer is often the best person to help. If this is the case, we may pass you over to them.

 

Installation

Will it be installed by a professional?

Yes. Our delivery team engineers are experienced and have been through intensive training courses. 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 and built in electrical appliances. These include; Ovens, Hobs, Hoods, Fridge/Freezers, Washing Machines, Dishwashers and more. Unfortunately we do not install gas products these will need to be installed by a gas registered engineer.

We disconnect all freestanding electrical items. Unfortunately we do not disconnect gas products.

 

How much does installation cost?

This depends on what appliance you’d like us to install. We’ll display all available installation options for your items at checkout.

 

What preparations do I need to make?

• Please ensure you remove any combustible items from where your new appliance will be installed
• You’ve ensured the items are safe to move and free from ice/water or any other substances
• You’ve double checked that there is an existing electric supply to the place you want your appliance installed
• You’ve checked your new appliance will fit in the intended location
• You have a 3pin electric socket or a big red switch within 1.5 meters of where your new cooking appliance is going to go.
• You know where your electric meters and fuse box are, as the drivers may need access to these
• You have checked there is suitable ventilation in the room where your new cooking appliance is going to go
• If your meter is pre-paid that there is available credit.
• If we are fitting a cooker or hob under an existing cooker hood, please ensure that it's been installed at least 75cm above your new appliance.

Can you dispose of my old appliance?

Yes. If you select one of our installation options we will dispose of your old appliance. We will also take away any packaging from your new appliance and ensure the materials are recycled where possible.

 

Can you take my old appliance away if I don’t select installation?

Yes. Where available you’ll see this option at checkout, we will happily remove your old appliance for you even if we don’t install your new appliance.

 

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.

 

Will you connect at the same time as my delivery?

Connection is subject to availability and postcode restrictions may apply. We will send your item out with our engineer, so they can deliver and get your electrical items connected.

 

How long will it take?

Every installation is different, generally we ask you to allow at least 45 minutes per installation.

 

I've already had my cooker delivered. Can I order installation separately?

Sorry, but our installation service is only available at the point of delivery, and can't be purchased separately.

 

I need my appliance tomorrow. Can you install it next day?

The installation service is subject to engineer availability in your area. When you select the service and enter your postcode at the checkout, you will see if a next day service is available for your installation.

 

Will you reverse the doors on my new fridge?

Door reversal is included as part of our paid installation service on integrated appliances. Please check your product details to ensure it has reversible doors so we can do this for you.

 

Click + Collect

Where do I collect from?

We have stores in Hawarden and Wrexham. All items shown on the website are in stock and ready to collect in as little as 2 hours.

Select Click + Collect at checkout and select which store you would prefer to collect from.

 

When can I collect?

Your item will be ready within 2 hours of you placing your order. You can collect anytime between, 9am-5.30pm Monday to Friday, 9am-5pm Saturday, or 9am-4pm Sunday.

 

What do I need to take with me when I collect?

You’ll be sent confirmation when you place your order, please bring this with you to collect your item. You may be asked for ID when you collect your item.

 

What is a valid form of ID?

• Driving licence
• Utility bill
• Wage slip
• Bank statement
• Cheque guarantee, credit or debit card
• Bank or building society book
• Passport

Can someone else collect my parcel?

Yes. They will need to bring the purchase confirmation and proof of ID.

 

How long will I have to collect my parcel?

You'll have 10 days to collect your item. If this is going to be an issue please get in touch with us and we will be happy to help.

 

Can I change my home delivery to Click + Collect?

If your item is not in transit or has not been loaded for delivery this will not be a problem. Please contact a member of the team who will be able to help you.

 

After You've Ordered

Can I exchange my product?

If you’ve ordered a product and it’s not what you were expecting or you’ve changed your mind, get in touch and we’ll exchange it for you for free. As long as your product is unused and has not been installed, you can get in touch with us to request an exchange within 14 days of delivery.

 

Can I return my product?

Yes, all products can be returned for free within 14 days of delivery. You will receive a full refund as long as the product is unused. If the product has been used we will issue a partial refund as we are unable to re-sell the product.

 

Track Your Order

How do I track my order?

If you've provided a mobile number and requested approximate confirmation of your delivery time, you'll receive a call in the morning of your delivery day. You can also get in touch with one of our friendly customer advisors during normal opening hours and they’ll be happy to assist you.

 

Can I change my delivery date?

Yes, up to the day before we’re due to deliver, get in touch with a member of the team and they will be able to assist you.

 

Got Another Question?

Get in touch with us!

Simply phone our friendly team on 01244 535929 (Hawarden Store) or 01978 366183 (Wrexham Store) during normal opening hours Monday to Friday, 9am-5.30pm, Saturday 9am-5pm, or Sunday 9am-4pm