Important information regarding Coronavirus (COVID-19)

We’re open online and delivering, but have temporarily closed our stores until further notice.

(Latest update: 02/04/2020 Time: 17:00)

We’re open online, but due to high demand, our delivery lead times may be longer than usual. Please bear with us, we’ll get your orders to you as quickly as possible. For delivery tracking, please use our online tracker.

Customer Services

Due to the impact of COVID-19, we’re running a limited service over the phone, so you may experience extended waiting times.

Our average wait time on the phone is more than 1 hour.

We’ve also updated our customer services opening times over the phone, please see the latest opening times here

Please read the updates and FAQs on this page before calling, and only call regarding urgent issues.

We are working hard to bring you the best service possible, and we apologise for the inconvenience this may cause.

Stores

Based on latest government advice, and to protect our customers and colleagues, we’ve temporarily closed all stores until further notice.

If you made a Click & Collect order, these will be cancelled and automatically refunded if you paid for them. You can re-order online and get your product delivered to your home. If you have a product in for repair with us, we’re working on returning these to you by home delivery. Please don’t contact us, we’ll be in touch directly.

Returns Policy for Store Purchases

While our stores are temporarily closed, we’re giving customers extra time to return products. You will still have 21 days from the date you purchased, but this will exclude the dates that your local store is closed.

All other terms and conditions are unchanged – so if you’ve changed your mind and no longer want a product, this can be returned as long as it’s still in the original unopened packaging and unused.

Delivery for big items

For delivery of large items (TVs over 40” and kitchen appliances) we’re taking extra precautions and providing contact free deliveries where we can.

Please watch our video for further information on delivery of big items.

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Install & recycling services

To keep our colleagues and customers safe, we’re stopping all but our specialist install services – this includes existing bookings. We’re continuing our recycling service.

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Delivery service for small items

Our courier partners (DPD and Royal Mail) have all updated their delivery processes to take extra precautions due to Coronavirus. Please follow the advice in the drop-down section below.

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Care services (extended warranty and repairs)

For our extended warranty customers (Care & Repair, Repair & Support Plan or Care Plan), our repair lead times may be longer than usual. We’re prioritising key workers and vulnerable customers where possible. We’re not able to support customers with an Instant Replacement agreement or those who need a chargeable repair service until further notice.

Read more

Contact Us

Over the phone - Call us on 0344 561 1234

Remember – our lines are very busy with average wait times of over 1 hour, please only call if it’s urgent. Please check the FAQs below before calling us.

Top FAQs

Where is my order?

I need to change the date of my delivery

How do I return my order?

I’m self-isolating, can you still deliver?

If I booked an install service that you’ve stopped, how do I get my refund?

Delivery & Install FAQs

What extra precautions are your delivery teams taking?

Will you bring my delivery into my home?

Should I be worried about touching an order that has been delivered?

Can your driver refuse to come into my home to deliver or install my product?

What happens if I book a delivery but then start to feel unwell or need to self-isolate?

I am a vulnerable customer and I can’t lift a heavy item into my home?

Are you offering installation services?

I need to cancel my order because I need an installation

Store Purchase FAQs

Are orders made in store for store delivery being cancelled and refunded?

If I pre-ordered an item in store will this be refunded?

If I have made a purchase instore and the item’s faulty how can I return it?

Will you be extending returns periods for items bought in-store as we cannot return them to store?

Online Order FAQ

When will you have stock of laptops and fridges, how can I find out when they are back in stock?

Care Services FAQs

My item is due to be returned to store from repair, what happens now the stores are closed?

Can I get a repair under my extended warranty (Care & Repair, Repair & Support Plan or Care Plan)?

How are we keeping you and our repair engineers safe?

Are you offering chargeable repairs if I don’t have an extended warranty?

I have an Instant Replacement Plan, what is the situation with this

My product has developed a fault, what do I do?