Buying guide - The Kitchen Appliance Store

This section is designed to ensure that your appliance order runs smoothly and should be read in conjunction with the relevant section(s) of our Product Advice section

1. Always allow sufficient time for your order to arrive.
We would normally expect your order to be delivered within 5 working days. Occasionally it can take a little longer. If you have a fitting date booked for your new kitchen, it is better to order your appliances early and ask if they can be delivered on or nearer to that date.
It is best not to book a fitter until you have received the goods! If your goods arrive too late, you may incur extra costs if your fitter has to come back after he has finished the installation.
Having goods delivered a week or so early also gives you the chance to check properly for damages and will give you more time to make sure that you have the correct model and colour. Additional delivery time may be required when ordering larger items.

2. Researching products - ask the right questions,we are here to help!

There are a few common mistakes that are made when appliances are ordered online. Here are some examples of the questions that you should be asking before you make your purchase:

Is the item built under or built in?
Is my oven suitable for installation on a 13 amp ring main?
Does "left hand" refer to the bowl or the drainer of a sink?

There are obviously many more questions that may need answering, but the best advice that we can ever give is - ask!

The Kitchen Appliance Store prides itself on the amount of product training our sales staff have had over the years. If a member of our team does not know the answer to your query, then that person will find out and get back to you. It is not necessary to telephone us as you can email your query to our sales team, if you prefer. Just send us your questions via the "Contact Us" section of our website. We will respond as quickly as we can, normally the next working day.

Remember, if you are happy with the advice that we have given you - tell us! We welcome feedback from our clients and you could see your name in lights!

3. Avoid Common mistakes!
It is easy to get your purchase wrong, especially when buying built in products if you do not check to ensure they are compatible with your installation and design.

Please read our Product Advice section thoroughly to ensure that you do not make a mistake and waste time and money. The manual contains detailed lists of common mistakes that we can help you avoid.

4. Contacting us outside office hours.
If you have a question that needs answering or product advice outside normal office hours, just fill in the relevant details on the customer response form that can be found on our contact us page. We will endeavour to reply to your query and solve your dilemmas during the following working day. We can help with questions about product compatibility, function and availability. If you wish us to price match, the customer response form is a useful way of contacting us.

Please help us to help you! If you have found prices that are more competitive than ours, please give us the name of the website concerned and the price that they are offering. We will only try to price match before you order, not afterwards!

5. Does our price include delivery and VAT?
We make a single delivery charge per order so the more you buy the more you save. We charge £15 for delivery depending on the size of your appliances. ORDERS OVER £300 ARE DELIVERED FREE.
If you need delivery to an upper floor, then we would need you to call us to determine if it is possible, and if there will be any extra charge.For more information please read our Delivery Policy. All our prices include VAT.

6. Does The Kitchen Appliance Store have a showroom?
Yes, alongside our sister company Cameo Kitchen our showrooms are located in Nazeing, on the Herts Essex border just north of junction 25 on the M25. We display 14 complete kitchens and over 70 built in appliances. Full details can be found on our Showroom page. Here you will find opening hours, "how to find us" maps and contact details.
In addition to supplying appliances Cameo Kitchens offers a full kitchen design and installation service around the London area, featuring a beautiful range of English and German furniture.

7. Delivery of orders. Upstairs? Good access?
We offer a delivery service to UK mainland addresses that are on the ground floor with easy access. If you need delivery to an upper floor, then we would need you to call us to determine if it is possible and if there will be any extra charge. If there is restricted access to your property such as narrow lanes, double yellow lines, red routes etc. please let our sales adviser know in order to avoid a failed delivery and any subsequent re delivery charges. For more information please read our Delivery Policy.

8. Have we got items in stock?
Usually all items are available from stock. If we do not have an item in stock, we will check availability at the time of your enquiry. This does not guarantee that the same items will be available at time of order. If an item is out of stock, we may offer an alternative model. Our sales team have over 50 years experience between them, so you can be sure to get the best advice! We would normally expect your order to be delivered within 5 working days.

9. Payment options.
We take full payment when the goods are ordered. As a considerable amount of items are delivered via a carrier to ensure swift delivery, we do not offer a payment on delivery option. If you order online, payment can be made by credit card or debit card. If you order by telephone payment can be made by credit card, debit card or cheque (This option may delay your order by a few days). You can also pay by BACS or CHAPS
Please note we are unable to accept American Express cards.

10. Guarantees and service arrangements.
All products have a parts and labour guarantee for at least 1 year and many carry offer an optional extended warranty. Warranty details can be found with each product on the site. During the warranty period, service calls are free providing that the appliance has been installed correctly. The Kitchen Appliance Store cannot be held responsible for mistakes that have been made by your fitter.

Booking service calls.
The best way to book a service call is to call the number that is shown on the instruction manual or warranty paperwork that came with the appliance. If you book your own service call, you will be able to arrange a convenient date for an engineer to call and pass on any information that may be required about the appliance. The Kitchen Appliance Store does not have a record of the serial number that is on your appliance, and the majority of engineers will ask for this when booking a service call.

Top tip!
Make a note of any serial numbers before the appliance is installed. This will certainly avoid any difficulties finding them after the appliances have been installed. These numbers are located in a variety of positions, but most handbooks/instruction manuals will tell you where to find them.

11. What to do if goods are "wrong".
Any errors or faults must be reported to The Kitchen Appliance Store within 48 hours of delivery. It is always better for the goods to be inspected at the time of delivery. The driver will wait. Should you discover you have ordered the wrong colour or model we will arrange for a replacement order and a collection. There are charges for taking goods back and these are shown in our Cancellations and Returns policy. You may also arrange for the goods to be delivered back to our distribution company and a refund can be arranged once the goods are received and inspected. For more information please read our Delivery Policy.

12. What to do if goods are damaged on delivery.
Unfortunately, this can occasionally happen. In a perfect world, all the items that are ordered from The Kitchen Appliance Store arrive in perfect condition. Realistically, that cannot always be the case. We ask that you inspect your goods at the time of delivery and sign for them only when you are satisfied that the items are intact. If an item is damaged, we advise you to note that on the delivery paperwork and return the appliance with the delivery driver. If damage is discovered after the driver has delivered then you will need to contact our customer service department. Do not install any damaged items.
Although you have 48 hours to report any damage, the sooner it is reported to us the sooner we can organise a replacement. Product manufacturers are entitled to insist on a service call being made. An on site repair will be carried out, if damage is discovered after goods have been installed. This means that there could be a further delay in obtaining a replacement part or item. Our customer service team will ensure that any problem you have is resolved as quickly as possible. We do care about our customers and we pride ourselves on providing top quality customer service if things do go wrong.

13. What if a fault occurs after installation?
Once an appliance has been installed any fault reported must be followed up by an engineers report. This is needed to confirm that the fault is with the appliance and not down to poor installation. In the majority of cases the fault can be rectified at the time of the visit or parts can be ordered and rectified on the next visit. If an appliance is reported to be irreparable by the engineer we will arrange for a replacement. When booking the engineer you will need the serial number from the appliance and they will also ask as a series of questions regarding the use and installation. This call therefore, will need to be done by the customer themselves.

14. Cancellation of orders.
Should you need to cancel your order or part of it, this can be done at anytime prior to receipt of goods. A refund will be made accordingly. If you have already received the appliances there will be a charge if you want us to collect the goods. This can be up to 30% of the cost of the item. You can see further details in our Cancellations and Returns policy.

15. Returning goods to The Kitchen Appliance Store.
If you purchase items online or by telephone you can return these goods to The Kitchen Appliance Store for any reason provided we are notified within 14 working days after delivery. A refund will only be issued once the goods have been received and inspected by our distribution company. There are charges to cover the collection, these may vary. For more information please read our Cancellations and Returns policy

Still not sure? Need more information? Read our frequently asked questions call us, or click here to email us