Important information regarding Coronavirus (COVID-19)

We’re open online and delivering. We’re also re-opening selected stores (slowly and safely) for collection only. Find out more in the stores tab below.

To see the latest on your order please use our online tracker.

(Latest update: 01/06/2020 Time: 12:00)

Safety is our priority

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Selected stores open for collection only

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Average wait time is more than 1 hour

How to buy

Stores

We’re re-opening (slowly and safely).

We’ve got good news for all you home schoolers, Zoom quizzers, boxset bingers and sourdough bakers. And everyone else using tech A LOT right now!

Selected stores are now open for collection only. So, you can shop online for new tech, and collect it as soon as same day. The safety of our colleagues and customers is our priority. Please remember to maintain social distancing of 2m at all times when collecting your tech.

Here's how it will work for Drive Thru order and collect

STEP 1:

Order online and select click and collect

STEP 2:

Once you’ve had confirmation your order is ready to collect, drive to our store and park in one of our collection bays

STEP 3:

When you’re parked up, click the link in your ready to collect email to let our team know you’ve arrived

STEP 4:

Get out of your car and pop open your boot

STEP 5:

Get back in and sit tight. One of our colleagues will safely put your order in your boot

Here’s how it will work for Walk up order and collect

STEP 1:

Order online and select click and collect

STEP 2:

Once you've had confirmation your order is ready to collect, make your way to our store and head to the collection point

STEP 3:

Once you're there, click the link in your ready to collect email to let our team know you've arrived

STEP 4:

You'll get a text when our colleague is bringing out your order, please remember to keep 2m away from our colleagues and other customers

How to see which products and stores are available for order and collect?

When viewing a list of products you can filter to see which ones are available for collection in a store near you.
Just add your location and tick the ‘Collect in minutes’ and ‘Collect from next day’ options:

collection options

Once you’ve found the product that’s right for you – click on the ‘Collect in store’ option. Add your location and we’ll show you the stores that are open for order and collect.

showing which stores are open

Lastly if you’re on our store finder, look out for the ‘Collection only’ icon in the store facilities section.

collection only icon

To find your local store, please visit our store finder

Visit store finder

We're running limited opening hours at the moment, please check the store finder for details of your local store.

Refunds and returns 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 or offering collections only. 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.

Laptop collection:

To keep you safe some laptops will come set up and ready to use. That way you won’t have to set foot inside our store. Of course, we’ll have to open the packaging to do this. We’ll call you once you’ve arrived to let you know if your laptop has already been set up. Don’t worry - your returns policy won’t be affected.

Delivery for big items

We’re re-introducing our delivery service to a room of your choice for big items (TVs over 40” and kitchen appliances), if you’d prefer a delivery to your front door only, we can do that too. We’ll give you a call on the day of your delivery, just let us know what you’d prefer.

Please maintain the recommended social-distancing gap of 2m from our delivery teams at all times and where possible have doors open so we don’t need to touch door handles.

We’re also taking extra steps to make sure our teams are delivering safely:

  • We’re using anti-bac gel and cleaning wipes before and after every delivery
  • We’re wearing appropriate protection equipment
  • We’re maintaining 2m social distancing at all our distribution sites
  • We’re completing temperature checks before shifts
  • We’re keeping the same delivery partners working together where possible
  • We’re following the latest government advice to self-isolate if we’re experiencing any Coronavirus symptoms or need to quarantine as per government advice (this may mean that some deliveries are changed last minute, we’re working hard to minimise this)

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.

  1. Please use the DPD app to nominate a ‘safe place’ for your delivery to be left. If you’re not able to use the DPD app, DPD is still able to offer a contact-free delivery. They will take a picture of your property and capture a proof of delivery name instead of capturing your signature. You’re also able to use the DPD app to change the date of your delivery.
  2. Royal Mail is an unsigned service. Where Royal Mail needs to deliver a parcel, its teams will place the parcel at your door. Having knocked on the door, the delivery teams will step aside to a safe distance while the item is retrieved. If the delivery cannot take place, Royal Mail will take the parcel to the local depot for you to collect. The parcel will be held for 18 days as per normal process.
  3. To see the courier partner for your delivery, please check your dispatch confirmation email (which will also include your tracking reference).

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 section before calling us.

Returns & Refunds

Whilst our stores are temporarily closed, here’s all you need to know about our returns policy and how to return your order:

Returns Policy:

Unwanted items:

For items bought online or over the phone, unwanted items can be returned even if you have opened them for inspection. You can examine the goods as you would in a shop but to obtain a full refund you must not start using them, install them or input any data/software. The goods must be returned in ‘as new’ condition and in their original packaging.  As our customer services team are very busy at the moment, we’ve extended the amount of time you have to return opened products from 14 to 21 days.

Faulty goods:

Within 30 days of purchase or delivery, you may return a faulty product for an exchange or refund.

Within product’s guarantee period (normally 12 months from purchase or delivery), we will offer you a prompt repair service. We do not cover faults caused by accident, neglect, misuse or normal wear and tear.

How to return your order:

How can you return your order depends on the item and where you purchased it, find out more below:

For online or over the phone purchases of small items:

If you wish to return a small item purchased online then you’ll need to contact our customer services team, who can arrange for your order to be collected from your home.

For online or over the phone purchases of large items:

Please contact our customer services team with your order reference details to hand, we’ll arrange for a collection of your order from your home.

For store purchases of small items:

Where possible we ask that you wait for your local store to re-open to return your item. We’ve extended the time you have to return your item, we won’t count any days that your local store is closed (this includes any time that your local store is open for collections only). We know this won’t be suitable for all customers, so if you need a return more urgently then please contact our customer services team and have your receipt details to hand.

For store purchases of large items:

Please contact our customer services team to arrange this and have your receipt details to hand, we’ll arrange for a collection of your order from your home.

How long does it take to get a refund?

If you’re waiting for a refund of your order, please note that refund payments are currently delayed as a result of the impact of Covid-19. These can take up to 14 days to process after we have received your item. If you’ve been waiting longer than 14 days, then please contact our customer services team.

Install & recycling services

We’re slowly re-introducing selected installation services. We now have limited availability for installation on freestanding washing machines, tumble dryers, dishwashers and fridge freezers.

We’re also going back to collecting your products from inside your home, and we’ll disconnect them if you’ve selected our install service. Our new safety measures remain, please read the latest information below so we can keep you and our colleagues safe.


Visit our YouTube channel for useful video guides on how to install your new product yourself

Install services

We’re making limited installation bookings available, to see whether install is available in your area, please select installation in basket.

Installation services are now available on the following products:

  • Gas and electric cookers, ovens and hobs
  • Washing machines and washer dryers
  • Dishwashers
  • Tumble dryers
  • Fridge freezers

For now, we won’t be offering the following installation services (but we hope to offer these again soon):

  • Integrated appliances; refrigeration, washing machines, washer dryers, tumble dryers and dishwashers
  • TVs

It’s important we continue to follow these safety precautions to make sure that we can install safely:

  1. Please keep at least 2m away from our install crews at all times
  2. If you can, stay in another room away from where our install crews are working – they’ll still get you to check everything is working OK before they leave
  3. Open windows in the room where we'll be working and where possible have doors open so we don’t need to touch door handles
  4. Our install crews continue to follow the latest government advice on self-isolation or quarantine – this means that some install services may be changed last minute – please bear with us, we will get to you as quick as we can

All installations are completed at the discretion of our install teams. If we’re unable to complete your install for any reason, we’ll discuss alternative arrangements with you. 

To check whether our install service is available at your address, please check the services section in our checkout. We apologise for any inconvenience this may cause, please check back on this page for updates.

Recycling services

We’re also updating our recycling service. If it’s safe for us to do, we’ll collect your old appliances from inside your home (but if you’d rather leave them on your doorstep for us to collect then that’s OK too)

If you’ve got installation on your order, then we’ll disconnect your old appliance for you. If not, please make sure it is safely disconnected before our teams arrive.

Please note, gas and hardwired electrical products will need to be disconnected by a qualified professional.

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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 section before calling us.

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. If your tech is still working and only needs a minor repair, you may have a longer wait time whilst we focus our team on big fixes – we’ll be able to advise when you get in touch.

Extended warranty customers:

Please contact us on 0344 561 1234 to book your product for a repair. For items that need to be taken to our specialist repair centre (like TVs or laptops), we’ll arrange to collect your product from your home.

If you’re a critical worker, or an extremely vulnerable/shielding customer ( as defined by the UK government), please mention this when you contact us. We’re trying to prioritise getting to you first.

Where home visits are required for household appliance repairs, we’re also taking extra precautions to keep customers and our repair engineers safe:

  1. Our repair crews will take all necessary safety precautions, including using antibacterial gel before and after every visit and will use cleaning wipes where possible.
  2. We’ll call you before your appointment. If anyone at the property is isolating due to potential exposure, we won’t be able to complete the appointment and will re-schedule.
  3. We ask that you stay 2m away from our repair engineers at all times and ideally in another room while they work on your appliance. Don’t worry, they’ll still show you that everything is up and running (or advise on next steps) before leaving.
  4. Our repair engineers are also following latest government advice and self-isolating where they need to. This means that your repair appointment may be changed at the last minute. Please bear with us if this happens, we’ll get to you as quickly as we can.

Instant Replacement plans:

If you have an Instant Replacement agreement (products under £150), we’re really sorry, but we’re not able to support you until our shops re-open and our repair operation returns to normal.

We know this will be disappointing for many customers, but we’re trying to focus our teams on those customers who need our help the most.

Chargeable repairs:

For customers without an extended warranty agreement, we’re reintroducing our chargeable repair services for household appliances, TVs and laptops. Please contact our customer services team to discuss the options available to you.

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 section before calling us.

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.

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 section 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?

Click & Collect FAQs

How do I find out which stores are open for collection only?

How do I choose to collect in-store?

Can I still collect my order if I don’t have a mobile device to let you know I’m there to collect?

Can I return my click and collect order to the store I've just collected it from?

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?

Are you offering installation services?

Store Purchase FAQs

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?

Who can I speak to about my credit account?

Online Order FAQ

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

How long do I have to return my online order

How long will it take to receive a refund?

Care Services FAQs

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?

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 section before calling us.