FAQ


General

Q. Are the images shown exactly what I am buying?

A. The large pictures (detailed view) are photographs of actual complete kitchens within the range you are viewing. The cabinet images themselves are to be used only as a guide to the colour (which are approximations), the shape, an idea of shelf or component location (if applicable) and the opening side.

Q. Are the videos shown exactly what I am buying?

A. The videos should be used only as a guide to the intended use or to show a specific feature of an item. Some of the features shown may not be available or come as part of the standard cabinet cost.

Q. Is my order checked?

A. Yes all orders are checked and we will try to spot possible errors or omissions which may be obvious to us, however there is a limit to what we can check so final responsibility is down to you, the end-user.

Q. How long will it take to deliver my kitchen?

A. All our kitchens are made to order and generally 4 weeks is sufficient for manufacturing. Some designs may take a little longer depending on complexity. Once you have placed your order we will confirm a delivery week. Should you wish to discuss lead times on any product please give us a call as we can sometimes turn round orders quicker.

Q. What do I need for a built under fridge or freezer ?

A. Most built under fridges and freezers do not require a cabinet. All that is needed is an extra door usually described as an "Appliance Door". You should check the appliance manufacturers specification for the correct size. Generally if the appliance has hidden controls and is 600mm wide it will require a 715mm x 596mm door.

Q. What do I need for a built in appliance like a built under oven?

A. Double built under ovens do not require a cabinet, all that is generally needed are 2 end panels to mount the ovens runners on. Single ovens however, will require a "Built Under Oven Housing". Please check the appliance manufacturers specification for the correct details or call our sales line for advice.

Q. What do I need for a built in appliance like a dishwasher / washing machine?

A. Appliances like these do not require a cabinet, all that is needed is an extra door usually described as an "Appliance Door". You should check the appliance manufacturers specification for the correct size. As a general guide if the appliance has hidden controls and is 600mm wide it will require a 715mm x 596mm door. If it has a control panel that shows with the door closed it will require a 570mm x 596mm.

Q. What are your opening times?

A. Office opening times are 9am to 5pm Monday to Thursday and 9am to 1pm on Fridays we are not open at the weekend but you can obviously still place orders and these will be processed first thing Monday morning. Factory opening times differ from the office and are 8am to 4pm Monday to Thursday and 8am to 12pm on Fridays as with the office the factory is not open on weekends.

Q. What are your contact details?

A. Our contact details can be found here.

Q. What are your delivery charges?

A. A detailed explanation of our delivery charges can be found here.

Q. Do you offer a design service?

A. No. Currently we do not offer a design service. However, we have got some great tips to help you plan out your kitchen yourself click here to view the page.

Q. If I already have a list of furniture that I require can you provide me with a quote from it?

A. Yes of course. If you already have a list of what you want, then please email it to us at quotes@onlinekitchenstore.co.uk and we will send you your quote back usually within 30 minutes (providing your list can be processed within office working hours). Alternatively click here to use our quotation request form.

Q. What does MFC mean?

A. Melamine Faced Chipboard.

Q. What does MDF mean?

A. Medium-density fibreboard.

Q. What does ABS mean?

A. Acrylonitrile butadiene styrene, which is an amorphous thermoplastic

 

Cabinets

Q. Are our cabinets assembled?

A. Yes. All our cabinets are pre-assembled and are constructed using the glue and dowel method, which is recognised worldwide as the best manufacturing technique. The cabinets are pressed together in a computerised press to ensure they are always absolutely square. There are some larger unit which are constructed using the cam and dowel mechanical system. If the access to your home is too small for the unit to pass through, the unit can be dis-assembled, carried into the house then re-assembled.

Q: What's included with cabinets?

A: Each unit comes complete with cabinet, doors, hinges, drawer box where applicable, shelves, legs and plinth clips, concealed hanging brackets and wall support plates for wall units. The only items that you should order separately are plinth, cornice, pelmet, panels, lights and handles.

Q. What are our cabinets made of?

A. Our cabinets are manufactured from 18mm Egger MFC colour co-ordinate with the doors. The entire cabinet including the backs are from the same material, all exposed edges are edged in heavy duty 1mm ABS or PVC edging including loose shelves. All fittings use are proprietary brands to ensure there are no quality issues. Our drawers are technically the most superior available, manufactured by Grass. They are duplex steel with heavy duty soft close runners and supplied with steel backs on standard size units. All hinges are soft close, manufactured by Grass with most varieties using the latest integral soft close technology. All storage solutions (pullouts etc) are accurately fitted into the relevant cabinet using CNC machinery. Loose Shelves are fitted to cabinets with retainers although some larger units may have shelves shipped separately due to weight restrictions. All of the above helps ensure your kitchen is complete with very little not fitted to the cabinets ensuring and loose parts be kept to an absolute minimum.

 

Worktops

Q: What sort of worktops can you supply?

A: We currently supply laminate and solid timber worktops on our website and granite / composite upon request (please give us a call with your requirements). The laminated worktops are made by Duropal and available in many finishes. Timber worktops are available in a number of finishes and with a variety of different profiles to suit your needs. Please see our worktops section for further details.

 

Appliances

Q. Do you sell free standing or fully integrated appliances?

A. Yes we do and can supply either. We have a wide selection of CDA appliances for you to choose from.

Q. What is the difference between fully integrated and semi integrated?

A. A fully integrated appliance takes a full height door with the controls hidden from view whereas a semi integrated appliance takes a three quarter high door with the controls usually visible.

 

Delivery

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.

 

After Sales

Q: What guarantees are offered on your products?

A: All our kitchens come with a 25 year guarantee against faulty manufacture. Appliances, worktops, sinks and taps are subject to their own manufacturer warranties.

Q. What happens if something goes wrong with my kitchen?

A. In the first instance, we ask that you send us an email explaining the issue preferably with a photo. From this we can work out the best course of action, in some cases we will require the item returned to us, in these cases we will refund the return postage costs providing it has been agreed in advance. Any replacement items will be delivered free of charge.

Q: What if I need advice when I'm fitting my new kitchen?

A: Our kitchens are supplied fully assembled and are therefore relatively easy to install. However we understand that advice may be needed on some occasions, so if something is not clear then please give us a call.

Q. Are our credit card payments secure?

A. All our payments are processed via Sage Pay. All transactional information passed between merchant sites and the Sage Pay system are encrypted using a 256-bit SSL certificate. No card-holder information is ever passed unencrypted. You can be completely assured that nothing you pass to Sage Pays servers can be examined, used or modified by any third parties attempting to gain access to sensitive information. When you access your account information on our website please be aware that this is also encrypted using the same technology thus giving you further piece of mind.

Q. Will our details be passed on or sold to third parties?

A. No. Your details are only used by us, we will not pass on or sell any information to a third party.

Don't forget to check out our supply only kitchen FAQ for some tips and a few things to consider when fitting a kitchen yourself.