Help and FAQs
We all need a little help from time to time. At Product Care we are here to help with any pre- or post- delivery queries you may have.
Do I need to be there to sign for delivery?
Someone over the age of 18 has to be at the property to sign for delivery.
If you would like the item leaving in a garage, you must leave a signed note which our Home Delivery Technicians can take with them as proof of authorisation to leave your appliance in a safe place.
Can a neighbour sign for it? Can it be pre-arranged?
A neighbour can sign for the appliance, as long as they have access into the property. The appliance can only be delivered to the address on the order for data protection purposes and also risk of damage of moving the appliance to the property.
Can I amend the delivery address?
Our Home Delivery Technicians can only deliver to the address on their paperwork, if this is incorrect the delivery will not be able to take place. You will be required to amend the address with the retailer. Delivery cannot be re-booked until we receive confirmation from the retailer due to data protection.
What happens if my item is too large to go through the door into my property?
The Home Delivery Technicians will measure the item and doorway before unpacking the product. If the product will not go through the door without risking damage to the item then the delivery will not be completed. You can either have a refund or exchange with the retailer for an alternative item.
What happens if I miss my delivery?
Our Home Delivery Technicians will leave an attempted delivery card at the property when delivery is attempted. We will contact you to re book the delivery for an alternative date, but if you want to you can call our Home Delivery team on 01942 524085.
What happens if my delivery is late?
Our Home Delivery Technicians will call en-route, but if you would like an update please call our Home Delivery team on 01942 524085.
When will I get my time slot?
We’ll text you the evening before your delivery date to let you know your 3 hour delivery time slot. Please note, this time may change as your Home Delivery Technician makes their way to you, especially during bad weather or increased traffic.
Can I amend my delivery time slot?
We are unable to amend the time slot as we have planned this into the Home Delivery Technician’s route. If you call the Home Delivery team on 01942 524085 we can re-book the delivery for another day.
What time will my delivery arrive?
We deliver from 7am to 7pm. We’ll text you the evening before your delivery date to let you know your delivery time slot. Please note, this time may change as your Home Delivery Technician makes their way to you, especially during bad weather or increased traffic.
Where can you deliver?
We can deliver to every postcode with the exception of the Channel Islands, the Isle of Man or the Republic of Ireland.
What happens if you can’t deliver?
Every so often we may experience delivery restrictions on our routes which are beyond our control – for example bad weather or vehicle breakdowns. We will advise as soon as we are made of these situations if your order is affected.
What is Eco Delivery?
Choosing an eco delivery day simply means we are already in your area. You can do your bit for the environment by selecting this day, that way you help us reduce the traffic on the roads and save fuel. Together we’re cutting carbon emissions.
When I order more than one item will they be delivered at the same time?
We endeavour to deliver all items on your order on the same day. On occasions when stock is being delivered directly from our branded partners or if a product is out of stock it may result in having to arrange two different delivery dates with you.
Will you take away and dispose of my old appliance for me?
Yes we will take away your old appliance and recycle it in a responsible manner. This is a paid service and will have to be selected when you are booking your delivery date.
How do I know my new appliance will be in good condition?
All our Home Delivery team undergo our Technician Excellence programme. This programme ensures all our Home Delivery team are competent in manual handling and transporting large appliances. All our products are stored safely and securing in our warehouses and are handled by our highly trained staff. When our Home Delivery Technician delivers the products to your home, they will unpack and ask you to inspect the product thoroughly to ensure you are happy with it before they leave.
I live in Northern Ireland, when will I get my delivery?
Our courier partner for Northern Ireland will contact you within 72 hours of placing your order to arrange delivery. We would expect all orders to be delivered within 7-10 days.
What can appliances can you install/connect?
- Washing machines
- Tumble dryers
- Refrigeration (excluding plumbed appliances)
Will you disconnect?
No, we are unable to disconnect your appliance.
Will my appliance be installed by a professional?
All our Home Delivery Technicians undergo our intense Technician Excellence Programme to ensure a consistently high level of service through our Delivery fleet. Our Home Delivery Technicians are fully trained in installing the new appliance, connecting the required pipework and will complete a functional test to ensure the appliance is working correctly.
How long will installation take?
We allow our Home Delivery Technicians up to 25 minutes for an installation, but this can take longer depending on the property access/ parking restrictions and the room installation is taking place in.
If the installer can’t connect for any reason, can I have a refund?
If our Home Delivery Technician cannot install the appliance, you will need to go back to the retailer to obtain a refund for the installation.
Will you connect at the same time as my delivery?
Yes all our Home Delivery Technicians are trained to install products so all services will happen during one delivery.
I’ve already had my cooker delivered. Can I order installation separately?
No, our Home Delivery Technicians are not qualified to install any cooking appliances.
What do I do if I don’t want to pay online?
You can pay over the phone by calling our friendly Home Delivery team on 01942 524085 with a debit or credit card.
Which payment methods can I use to place my order?
To pay for additional services, you can pay online while booking the order or over the phone using a debit or credit card.
Is it safe to send my debit/credit card details over the web?
We use Sage Pay payment gateway service. Sage Pay is accredited by all the major banks including Lloyds TSB, Cardnet, Bank of Scotland, Barclays Merchant Services, HSBC, Natwest Streamline, American Express, Diners Card, JCB, and Euroconex to provide secure online payments. Sage Pay is known as one of the most trusted payment companies in Europe.
How can I amend my delivery date?
You can amend your delivery date up until midday of the day before your delivery. You can amend your delivery date by accessing the Product Care Delivery Booking Portal or by calling our friendly Home Delivery team on 01942 524085. Unfortunately we can’t make any changes to your delivery after this time as we will already be on our way to you!
How can I book my delivery?
When we receive your order, you can follow the link that will be sent via email or text. Alternatively you can arrange a booking by calling our Home Delivery team on 01942 524085.
How can I purchase additional services?
You can purchase additional services up until midday of the day before your delivery. You can add additional services through our delivery booking portal, or by calling our friendly Home Delivery team on 01942524085.
What do I need to do before my delivery arrives?
If you have requested removal of your old appliance, prior to our arrival please can you ensure:
Can I track the status of my order?
If you have any queries on the day of delivery, please call our friendly Home Delivery team on 01942524085.
Why do I need to answer questions about my property?
We need to make sure that our Home Delivery team are equipped to deliver your order successfully. This means that if your order contains larger items that it goes on a larger vehicle or has specialist equipment to safely install the product in your house. If we don’t ask these questions it may result in us not being able to deliver your product and having to rearrange another delivery date.
What happens if I want to cancel my order?
If you would like to cancel your order before midday of the day before delivery, you need to contact us on 01942 524085 and we will notify the retailer of the cancellation.
If you want to cancel your order after midday of the day before delivery, your order will already be picked for delivery therefore you will need to call us immediately so that we can stop your order from being dispatched from our warehouse.
If your product has already been dispatched, you will need to call us so we can tell our Home Delivery Technician not to deliver the appliance. You may have to reject the order if you do not call us prior to the delivery drop off.
Why can’t I have the delivery date I want?
We aim to try and offer as many delivery days as possible. On the odd occasion your chosen day is not available, it will be due to the van delivering in your local area being full or we can’t deliver in your area on that day.
On the day of delivery: My delivery hasn’t arrived yet, what should I do?
Just give us a call on 01942 524085 and we will contact the Home Delivery Technician who will be able to update us on their location and expected time of arrival to your address.
What is the difference between delivery date and promise date that I have been given by the retailer?
The Promise date is an indication of the date the appliance will be delivered by. The delivery date is the confirmed date your appliance will be delivered.
I’ve noticed my product is damaged and the Home Delivery Technician has just left – what do I do?
Give our Customer Engagement team a call within 72 hours of delivery to notify us of any damage on 0345 209 7461.
I’ve ordered the wrong product what do I do?
If you realise when the technician is still there, then our technician can take the product away for you. You will need to call the retailer you purchased the product from to amend your order within 48 hours.
If the technician has already left the property, give our Customer Engagement team a call 0345 209 7461 within 48 hours so that we can arrange for the item to be collected.
Having trouble using your product?
Click on the below link for our aftercare site and if you are still having trouble or can’t find the answer to your questions, please give our Customer Engagement team a call on 0345 209 7461 who will be more than happy to help.