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FAQs


We understand that sometimes there are a few things that you might want to know more about.

So we have put together a list of commonly asked questions and answers to help you with making decisions and placing your order.

 

Purchasing your Appliances

Paying for your items

Delivery of your Appliances

Connection and Disconnection

Purchasing your Appliances

How do I order?         

It’s easy to order through this website at any time.

How do I know the item will fit?     

Every product displayed on our website comes with a complete list of dimensions. These can be expanded for even more info too. However if you’d rather speak with someone to make sure, feel free to give our Customer Care team a call on 08000 886 605.

How do I know my item is available?

The website will tell you whether something is available. If the item is showing currently out of stock, call us and we will assist.

What's the process after I've ordered?

Once your order has been completed online, you will receive both an email straight away, plus a phone call within 24 hours to confirm.

Paying for your items

How can I pay for my order?

You can use Visa, Visa Debit, MasterCard or Switch Maestro.         

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

Yes. We make sure your details are safe using industry standard SSL technology. Don’t worry though, we don’t store your credit card details.

When do I pay for my order?           

You’ll need to pay for your item when ordering it online. In the unlikely event that you pay for an item that isn’t in stock, our Customer Care team will call you and give you two options – we can backorder your product or give you a full refund. 

If I change my mind, can I get a refund? 

Yes. You can get a full refund up to 30 days after the purchase. There are a few terms and conditions around this though, so please have a read through our refund policy here. 

 

Delivery of your appliances

How will my items be delivered?     

Your items will be delivered by drivers from either Fisher & Paykel or a trusted third party carrier. Both have been trained to meet our high delivery standards. 

Where can you deliver?        

We deliver to any home address throughout the United Kingdom, except for the Scottish Highlands, Scottish Islands, Channel Islands, the Isle of Man and the Republic of Ireland and Northern Ireland.  Also, we can’t deliver to a Post Office Box.

Do I have to wait in all day for my delivery?          

No. When you place your order, you can choose a time that suits you. We’ll then organise your product to be delivered at that time, or as close to it as possible. We’ll also give you a call once your order’s been finalised to confirm the delivery details or any access issues.

What happens if you can’t deliver?

If we experience any problems beyond our control, we’ll contact you right away to make a plan.

How long does it normally take for my item to arrive?    

That depends on where we’re delivering it to, for Central London we deliver within 72 hours, and for other areas you can usually expect to receive it within five working days

What if I'm in a hurry?          

We’ll always try and deliver your items as soon as possible. However if you’re in a real hurry, let us know in the order notes field, or call our Customer Service team on 08000 886 486. 

Can I delay my delivery?       

Yes. Just give our Customer Care team a call on 08000 886 486 and we’ll take care of it for you.

How much does delivery cost?        

Freight delivery is currently included. You’ll see any costs when ordering though our website. 

Do you deliver on weekends?

Saturday deliveries are only available in some areas If you think you’ll need a weekend delivery, it’s best to give our Customer Care team a call on 08000 886 486  to discuss this further.

Is there an extra charge for weekend deliveries?  

No. You'll see any costs when ordering through our website.

Can I change my delivery date?       

Yes. Just give us a call on 08000 886 486 and we’ll sort that out for you. 

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

Yes, appliances ordered at the same time will arrive together, as long as they’re both in stock. However any accessories you order may be delivered separately. 

 

 

Connection and Disconnection

Will you disconnect my old item?   

Currently only your fridge, as there are a few different safety requirements we must stick to. Please read the terms and conditions. We will disconnect and connect fridges where we are delivering a replacement.

Do you connect the items?

Currently we can only connect fridges.  For more information call our Customer Care team with any questions.

Do you install the items?

No, sorry. If you need something fully installed, we recommend hiring a professional installer to carry out the work. If you’re after some suggestions, give our Customer Care team a call on 08000 886 486.

Is there anything I need to get ready before delivery?

  1. The delivery person will need easy access to your property, including enough space to park his van.
  2. If you have any pets, it’s helpful to have them kept away while your product is being delivered. 
  3. Please make sure the old appliance is ready for removal (i.e. refrigerator or freezer is cleared of ice and food). 
  4. Obtain a parking permit in advance where required.

Don’t worry if that seems like a lot to remember. When our team gives you a call to confirm the delivery, they’ll run you through all of this again.

What is LPG?

LPG is bottled gas.

Note: Professional installers are required for all gas products

 If my product uses mains gas, can I change it to run off LPG?

Sometimes, yes. Often the specification sheet for our products will answer this question, but if you’re still not sure, give our Customer Care team a call to check. 

How long will the connection take?

That depends on what we’re connecting and how well you’ve prepared the space. Our drivers will be able to give you a better idea on delivery day. 

If the technician can’t connect for any reason, will I get a refund?

No.  As we only connect fridges where there are existing services so please check the terms and conditions for more details. 

I need a hob installed. Will you cut my worktop?

No, sorry we cannot make cabinetry alterations. You’ll need to source a kitchen installer for this service. Please contact our Customer Care team for further advice.

Will the technician have the required hoses or cables to connect?        

Yes, for standard connections as explained in the installation guide available online. Anything out of the ordinary will be discussed with you at the time of delivery.