We're here to help
Tracking your order
Want to know how your order is progressing? Log into the order tracking portal below; you just need your sales order number and email address.
Click here to go through to Order Tracking.
Changing your delivery date
Give us a call on 0330 041 2271 if you need to change your delivery date. We’ll need at least 3 working days’ notice to make the change.
Preparing for connection & recycling
Here's your Checklist for Recycling:
- We can only remove old refrigeration appliances if they have been fully defrosted, free of water and ready for collection.
- We cannot remove dishwashers or washing machines if there is excess water still in the pipes.
- All appliances requiring a collection must be un-installed and disconnected prior to delivery of the replacement item.
Please make sure all of these requirements in the checklist are met as we are unable to refund on this service.
Here's your Checklist for Connection:
- If you have not selected our disconnection service, please make sure your old appliance is fully disconnected from sockets and pipe work.
- The connection is in a domestic property.
- There must be enough space to fit the new appliance.
- There must be easy access to a working water connection and an independent waste outlet.
- If not required, hot water should be capped off.
- Please ensure your stop valve can easily be turned off and on by hand.
- The connection should not require any carpentry work or an electrician; we are unable to hardwire appliances in.
- The water connection needs to be within 1 metre of the appliance inlet.
- Hoses must be provided if they do not come with the appliance.
We regret that we are unable to refund on this service, so please check all of the specific terms and conditions are met.
Ordered the wrong item? Or not happy with the product? Simply contact us within 14 days from the day after delivery to return your order.
- Log into our returns portal to create a return request
- We'll get back to you within 48 hours to authorise the return.
- You can then send the product back to us via a secure courier. You’ll need to arrange and pay for the courier, you should also make sure the product is insured with the courier and securely packaged for the journey.
- Once we've received the product back we’ll check it over and then contact you with the next steps.
If the item has been used or installed we will only make a partial refund to cover the diminished value of the product.
Our Easy Returns policy is for consumers only, if you are one of our business customers, please check our Commercial Terms and Conditions.
My product arrived damaged
Please contact us immediately on 0330 041 2271 to report any damage.
It's rare that a product arrives damaged but if it does you can refuse the item at the point of delivery and it will be returned with the driver.
For our large appliances delivered by a 2 man team we offer an unwrapping and packaging recycle service. The driver will unbox the product for you and wait while you check your product. This service allows you to report any issues at the point of delivery so the driver can take the goods back if required, this speeds up the process for us to send a replacement.
Please check your new item as soon as it arrives, you should report any damage or missing items as soon as possible. Even if you’re waiting for a kitchen fitter or storing your items we highly recommend that you check them for damage first. Please don’t try and fit or install damaged items without talking to us first as you may cause further damage.
How to report a damaged product:
- Log into our returns portal to create a return request or give us a call
- Upload any pictures of the damage via the return portal
- We will respond to you within 48 hours to inform you of the next steps
My new product is faulty
We’ll sort it for you.
It’s worth noting that all our new products come with at least 12 months warranty for UK and Irish consumers. You can contact us direct to return a faulty product but we often find it’s useful for you to contact the manufacturers helpline first, they can help you diagnose the fault and try to resolve it on the call – we find that over 50% of returns enquiries can be resolved over the phone. If they can’t they’ll give you a fault reference number. They can often resolve issues quickly without the need for further action. You can find the manufacturer contact details here.
How to return a product to us:
Where possible we recommend contacting the manufacturer helpline first and obtain a fault reference number. If an engineer has visited already and you have a reference number from them please provide this as part of your return request, while this isn’t necessary it does help speed up the process.
- Log into our returns portal to create a return request.
- We'll arrange to collect the product. You should also make sure the product is securely packaged for the journey. Make sure you include all accessories that arrived with the product.
- Once we've received the product back we'll check it over and then contact you with the next steps.
We're here to help
We love speaking to our customers! We don’t hide our contact details away, feel free to get in touch whichever way suits you best.
See our customer service page, for the most ideal way for you to get in touch with us.
If you're an existing customer and you'd like to chat to us about your current order, you can find a local rate phone number on your order confirmation email. This is usually free to call from most landlines and mobile packages.
Need to escalate a complaint? Click here for our Complaints Procedure.
The Waste Electrical and Electronic Equipment (WEEE) Directive is now UK law. The legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment.
The regulations also mean that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment free of charge.
The amount of WEEE we throw away is increasing by around 5% each year, making it the fastest growing waste stream in the UK. Much of the UK's WEEE ends up in landfill, where the lead and other toxins it contains can cause soil and water contamination. This can have a harmful effect on natural habitat, wildlife and also human health.
Many electrical items that we throw away can be repaired or recycled. Recycling items helps to save our natural finite resources and also reduces the environmental and health risks associated with sending electrical goods to landfill.
As a Producer under the UK WEEE Regulations, we comply with its Producer Obligations by being registered as a Member of the WEEECare Compliance Scheme and obtaining the WEEE Producer Registration Number – WEE/FB5353ZX
Distributors of new Electric and Electronic Equipment (EEE) have a part to play in reducing the amount of WEEE going into landfill sites. We are obliged under these regulations to offer our customers free take-back of their WEEE on a like-for-like basis when you buy from us a new Electrical or Electronic product.
For example, if a customer bought a new appliance from us we would accept their old appliance back and prevent it going into a landfill site by disposing of it safely. The recycling/disposal service is offered free of charge. Customers must return their WEEE item to us within 28 days of purchasing their new item. Alternatively we offer a collection service charged at £19.98 (inc VAT) - this service must be requested at the time of ordering your new appliance. Any appliances that we are collecting should be disconnected and ready for collection at the time the new appliance is delivered. NB We can only remove old refrigerated appliances if they have been fully defrosted.
Alternatively, there is a network of recycling centres across the UK where consumers and end users of WEEE can also take WEEE free of charge to be discarded, reused and/or recycled. The complete list of locations can be found at: www.recyclenow.com
Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol shown below:
To remind you that old electrical equipment can be recycled, it is now marked with a crossed-out wheeled bin symbol. Please do not throw any electrical equipment (including those marked with the crossed out wheeled bin symbol) in your bin.
Ways to order
We want to make ordering from us as easy as possible. Whether you want to order from our website, give our expert sales team a call or pop into one of our stores, we aim to be as flexible as possible.
|Search our entire catalogue from the comfort of your own home and make an online purchase that can be delivered straight to your door or place of work.|
|Unlike most companies we love to hear from our customers! If you want expert advice or just want to talk through your options please give us a call.|
|Whether you want to come into one of our stores and check out our range of products on display or use our click and collect service, we’ve got you covered.|
Our website is designed to help you through the purchasing process. You can place your order online or over the phone at the same great price and we'll email a copy of your order request to you. By placing your order online or over the phone you agree to the following terms. Order acceptance takes place upon the despatch of your products.
Privacy and Security
We have a detailed security policy in place to ensure that your data is safe. All transactions are conducted on our secure server and all your data is kept on fully secure internal servers with full 128 bit encryption.
If you have any questions/comments about privacy or security, please contact us via the eMessaging service.
We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998). The reasons for collecting information about you are to process your order, to provide you with the best possible service and to process any orders for products or services you may place with our third party co-marketing partners. We never collect sensitive information about you without your explicit consent and will give you the option to refuse any marketing emails. We ensure that the information we hold is accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly.
The personal information that we hold will be held securely in accordance with our internal security policy and the law. We never pass on personal information to any third parties except where necessary for the fulfilment of your order or where we are required to do so by law. We may use technology to track the patterns of behaviour of visitors to our site. This can include using a "cookie" which would be stored on your browser. Should you wish, you can usually modify your browser to prevent this happening.
In addition, from time to time we may also market certain third party services through our site. Should you choose to accept an offer from a third party, we will pass your relevant personal information, including your name, postal address, credit/debit card number and any other required billing information to that specific third party.
Cookies are used to keep track of your current shopping session and enable you to proceed to checkout, to personalise your shopping experience and remember you when you return to visit this website and to compile statistical information about how visitors use our website. Cookies help us to provide you with a good shopping experience when you browse our website and allow you to make full use of the online shopping and personalised features available on our website.
What is a cookie?
A cookie is a piece of data stored by a website within your web browser, and then subsequently sent back to the same website by the browser. Cookies were designed to be a reliable way for websites to remember things that a browser had done there in the past, which can include having clicked particular buttons, logging in, or having read pages on that site previously.
How can I remove cookies?
You can remove cookies within your browser by clicking on "settings" or "options" and selecting "clear all browsing data" or "clear browser history". Make sure "delete cookies" is selected.
Please note this procedure will vary depending on your browser type.
How can I use your website without cookies?
You can disable cookies for your browser. This option is usually found in the "settings" section under "Privacy". Please note – this may disable certain features on our website making your shopping experience less enjoyable.
Once you receive your new appliance you should register it as soon as possible with the manufacturer to activate their warranty. This is really important as they will offer you the best cover and service options for your new appliance.
All new goods we sell to UK and Irish consumers have at least 12 months warranty. If you live in another country the warranty usually has the same terms but you will need to check directly with the manufacturer's local service centre to confirm this.
Most of the purchases you make have lifetime technical support directly with the manufacturer*. As we sell over 15,000 products from more than 450 manufacturers it is not possible for us to provide you with the same level of technical expertise as the manufacturers. To find the contact details of their dedicated helpline, please click here.
If you are unable to contact the manufacturer or if you are unhappy with their service then send us an eMessage and we will do our best to solve your problem.
Large fridge freezers
Due to the size and weight of large American and side-by-side fridge freezers we can only offer a garage or doorstep delivery, we cannot deliver to the room of your choice.
Modern cooling technology means that most refrigeration products do not function in cold rooms, such as a garage or outbuilding. Any that can be used in colder environments will be stated as such in the product description or technical manual - if you are uncertain about whether or not the product will work in the temperature of your chosen room, please call us before completing your purchase. Each product has a ‘Climate Class’ that defines what the temperature it can be stored in is. The climate classes are as follows:
- SN: 10-32°C
- N: 16-32°C
- ST: 16-38°C
- T: 16-43°C