Delivery Information


Q. Do we need to have anything special for our delivery?

A. There must be an able bodied person to assist our driver with the cabinets. Our driver is only able to deliver where he can park adjacent to the premises and it is on the ground floor. If the delivery is a longer walking distance or on a floor higher than ground level enough labour must be provided to carry out the unloading. It is important that if it is not a straight forward delivery you notify us when you place the order to arrange details. If our driver is unable to deliver you may incur an additional delivery charge.

Q. Do we use couriers for delivery?

A. Full kitchen orders are delivered on our own transport (unless otherwise arranged), smaller items will be delivered by outside couriers.

Q. Can I collect from the factory?

A. Yes, it is perfectly fine to collect from our factory either for small items or an entire kitchen. Simply select Collect from Factory as your delivery method when placing your order and we will contact you to arrange the details. Please note that our factory opening hours are 8am to 4pm Monday to Thursday and 8am to 12pm on Fridays we are not open on weekends.

Q. Should I inspect my order when I receive it?

A. Yes. Please check that your order is complete and undamaged. If you cannot check the goods with the delivery driver you MUST sign for them unchecked. You MUST report to us any shortfalls or damages within 48 hours. Failure to adhere to any of these points will result in your claim being unsuccessful.

Q. What should I do if I have any damages with my order?

A. If any items are found to be damaged in transit please report them to us within 48 hours via email to service@onlinekitchenstore.co.uk quoting your order number in the subject header of the email. Any claims submitted after this period will not be accepted. It would be of benefit to us if you can also provide photographic evidence of the damages if at all possible.

Q. What should I do if the packaging for an appliance appears to be damaged.

A. If the packaging for the appliance appears to be damaged please sign for it unchecked with the delivery driver.

Q. If I have received a damaged appliance should I install it?

A. No. You should not install an appliance if it is damaged even if it is just cosmetic until you have spoken to us as this can affect your claim. Please keep all packaging until you have checked your appliance is undamaged and functioning correctly.