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Frequently Asked Questions banner image of a modern kitchen.


Ordering online can be very daunting, especially for those purchasing for the first time. Here we answer some of the questions that you may have about ordering and purchasing from The Appliance Store.

If you can’t find the answer to your question give our team a call on 01282 688068. Our Customer Service team who will be able to help with any query that you have.

How do I know on what day my item will be delivered?
For large items - Once your order has been placed you will be sent a link, simply click this and enter your postcode into the text box. You will then be given a choice of delivery dates to your area.

Will I know a time of day for delivery?
From approx. 7pm the day before your delivery day you will receive via email/text confirming a time window for your delivery.

What happens if I’m out when these items are delivered?
If you are out when our delivery driver arrives, for small items they will place a card through your letter box with the contact phone number on of the local depot where the item will be returned to. Simply give them a call and arrange a suitable day for re-delivery. For large items, they will be returned to the carrier’s warehouse, and you will be contacted to arrange a re-delivery. This may incur a charge of £50.

What happens if the item(s) I ordered are out of stock?
Should an item be out of stock when you order we will inform you of this and you will have the option to either cancel the order or wait until new stock arrives in. Our sales team will be able to inform you when an ‘out of stock item’ will be expected to be back into stock.

If I order two or more items and one is out of stock what happens?
You can either have the ‘in stock’ item delivered straight away, and we will then dispatch the balance of you order at no extra cost when it arrives in stock, or you may wait until we have all your ordered items in stock before they are delivered together.

What happens to my credit/debit card details?
We DO NOT keep credit/debit card details once an order has been processed. All our transactions are processed through SECURE TRADING On-line trading. So, in instances where an item is out of stock at the time of ordering we may need to take your credit/debit card details again once the item(s) arrive into stock and are ready for dispatch.

Can I request the delivery driver leaves the item in the porch/garage/behind a bush etc if I am out?
No. Delivery drivers WILL NOT leave any item without a signature.

Can I request my order is delivered to a delivery address different to my home?
Yes, when ordering you will see a section that allows you to have an item delivered to an alternative address, this can be a friend, family or workplace. In ALL instances of a delivery to an alternative address a signature will be required upon delivery.

I have ordered an item but did not receive a confirmation of my order?
Confirmation of orders are sent automatically to the email address given, so if you have not received one then it is possible you put the wrong email address in. If you DO NOT receive a confirmation email, please contact us.

How do I contact The Appliance Store about any issue I have once I have placed an order?
Simply use the contact us page of our website. DO NOT reply to the automated Order Confirmation email, as replying to this email goes to an unmanned email address and will not be read by anyone and you will not receive a response to your enquiry. Alternatively, during office hours, you can call us on 01282 688068.

How safe are my personnel details when I am shopping with The Appliance Store?
We work very closely with secure card processing partner to ensure that all your personal details are kept safe, both through-out your transaction and in our database. We use SSL (Secure Server Lock) Technology to encrypt your personal details.

What happens to my details?
The information you input into our system in the shopping cart is then encrypted and sent to our secure server. When you enter the shopping cart you will notice that the URL (web address) in your web browser changes from http:// to https://, showing you that you have entered a secure site. In addition, a small lock symbol will appear in the information bar of your browser, showing that sever lock technology is in place. On the secure server the information is then decoded for the order process to continue.

Are my details stored?
Yes. All details such as your name/address etc are encrypted and stored on our secure server, so that there can be no un-authorised access to these details. We DO NOT store credit card details on our server as all payments are made through our secure card processing partner, so should you make another purchase from us or for any additions or refunds regarding your original purchase, then we will need to obtain your credit card details from you again.

How do I find the item I am looking for?
There are two ways to find a particular item. Firstly, if you know the make and model number of the item, simply type that into the search box at the top of the page. (i.e., Hotpoint NSWM1043CGG). Secondly, if you don't know the exact model number but know the type (i.e., Hotpoint washing machine) then you can use our menu system.

Can I add more items to my basket?
Yes. Just like you would do in a Supermarket, once you've added an item to your basket it will remain there so that you can go to other sections of our website to purchase other products.

The item I want is out of stock, what can I do?
If an item is out of stock, you can still order the item and we will advise on the expected in-coming date. Alternatively, you can call us, during office hours, on 01282 688068. Alternatively, you will see of the product's page an alternative item, this maybe a choice of the same make, same colour, size or features depending on your initial selection of product. If this alternative is not what you're looking for simply follow the search facility described above.

I have a Discount Code; how do I use it?
Discount Codes are available from many sources, such as Price Comparison websites. You will need to follow the link from that site to your product of choice. When you add the item to your basket then proceed to the check-out you will see a blank text box for you to type in the code. The price of your item will then be re-calculated to take this discount into account.

Do I have to register to purchase?
Yes. This means that you will not need to put in any of your details when you purchase again from us. Registering is quick and simple and means you set-up your own account, which you can alter at any time by logging in using the details you first gave us.

Can I add items to my basket then purchase later?
Yes. We appreciate that sometimes customers are looking at a product but need to show it to wife/husband/partner etc before purchasing. Add the item you are looking at to your Shopping Basket then click the SAVE ORDER option. You will be prompted to leave your email address and a password. Later on, simply Login with those details and go to the basket. See our privacy policy for full details of how we use these details and how they are safely stored.

Are the products sold covered by a guarantee?
Yes. All products we sell all come with a minimum 12-month manufacturers guarantee - All products must be registered with the relevant manufacturer.

Can I extend this guarantee period?
Yes. Guarantees can be extended by simply adding the option to your shopping cart when prompted.

What happens if an item goes faulty under guarantee?
Your first point of contact should be with the manufacturer of the product you have purchased. Contact details for service centres in your area are detailed in the instruction booklet that came with your appliance or product. If you cannot contact them or need further assistance you can contact our customer service team via our contact page. Commercial use of Domestic Appliances - Please note that commercial use of domestic appliances are NOT covered by a manufacturers standard warranty (useless the item is a specific commercial product) - please see manufacturer’s warranty for full details.

What happens if an item is faulty or damaged on delivery?
If necessary, we will arrange for a replacement and uplift for you - Contact our customer service team within 24 hours of the delivery being made.


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