Delivery information

Frequently asked questions

• Can I track my order?
  • Yes, your order's status and tracking details are available in your account. Don't have an account? Sign up for one here. You'll need to use the same email address you used to place your order.
• Can you take away my old appliance?
  • Yes, we offer a removal and recycling service on most appliances. You will see the option in your basket, simply tick the option to add it to your order. Please note, it's a like-for-like service, so we can only remove the same type of appliance as we are delivering.
• Can you install my new appliance?
  • Yes, we offer an installation service for most appliances. You will see the option in your basket, simply tick the option to add it to your order. Find out more here.
• Will you bring my appliance in my house?
  • Our delivery team can carry large appliances to any ground floor room but can't move them up or downstairs. Some very large items, like American fridge freezers and range cookers, will be delivered to a doorstep or garage.
• Do I get a delivery timeslot?
  • Most of our delivery partners will give you a timeslot on the day of the delivery. This is usually a window ranging from one to four hours, depending on the courier.
• Can I collect my order from you myself?
  • Yes. We have two collection points; one in West Yorkshire and one in the East Midlands. In the checkout, you will see the option to collect your order – select your preferred location. Please note collection isn't available for orders paid via PayPal.
• Can I change my delivery date?
  • Providing your order hasn’t been dispatched, yes. Just log into your account and let request to change it.
• My item is damaged or faulty
  • If your item arrives damaged you can refuse to accept the delivery; just sign the driver's delivery sheet 'damaged', then contact us to let us know. This way, the courier can return it, and we can quickly dispatch a replacement.
    
    If you notice the damage after accepting your delivery, please get in touch and we'll talk you through the next steps. Alternatively, you can find out more over on our customer services hub.
• What if I miss my delivery?
  • Our delivery partner will leave a note to explain your next steps. For large, two-person deliveries, there may be a redelivery charge.
• I’ve ordered more than one item, will they arrive together?
  • We work with various couriers and suppliers, so if you've ordered multiple items, they may arrive separately. You'll receive a tracking code for each consignment to know when to expect your deliveries.
• When will my item be delivered?
  • We'll send you an email when your order has been dispatched. You can also check your order status and tracking details in your account. Deliveries take place between 7 am and 7 pm. And most of our couriers provide a specific timeslot on the day.
• Do you deliver upstairs?
  • We'll always endeavour to deliver to your room of choice. If the item has to go upstairs however, our team will review if it is safe to do so. If it wouldn't be safe to take the item upstairs, our team will offer to complete a doorstep delivery.