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Frequently Asked Questions

 

 

Do Wickes' prices include VAT?

Yes, all our prices include VAT at the standard rate.

 

 

Are online prices the same as in-store?

Yes, with the exception of promotional offers and exclusive online discounts, prices of products on the website match the in-store price.

 

 

Do you offer a discount to the trade?

Wickes does not offer discounts to trade as our products are set at the lowest possible prices already. However, we do run regular 'Buy Bulk & Save' offers on products regularly used by tradesmen including cement, timber and plasterboard. If you can find an equivalent product cheaper elsewhere we offer our Price Promise!

 

 

Who are Wickes' partner suppliers?

Wickes' partner suppliers are companies that deliver their products directly to the customer, due to size, weight or manufacturing constraints.

 

 

Which cards do you accept?

The cards we accept are listed at the bottom of the 'basket' page. We currently accept MasterCard and Visa debit & credit cards (including Visa Electron), as well as Delta and Maestro debit cards. American Express credit cards are only accepted in-store.

 

 

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How is my information secured when using the Wickes website?

The Wickes website uses the very latest security systems, including data encryption and SSL (Single Socket Layer), to ensure that user information is completely safe. For more details, refer to the Security page in the Customer Services section.

 

 

Can I get a VAT receipt?

Once your order has been placed, provided you have supplied a valid e-mail address, a VAT receipt will be e-mailed to you. If you have not received your VAT receipt, please use this General Enquiry Form to contact a member of our Customer Services Team.

 

 

How can I find out when a Wickes sale starts or ends?

This information will be highlighted in all our stores. Please also keep an eye out for Wickes adverts in the local press.

 

 

Can I purchase Wickes Gift Cards online?

Wickes gift cards can be purchased online from the Wickes Gift Cards website. However, they cannot be redeemed online.

 

 

How can I arrange a meeting with a Wickes Design Consultant?

Appointments with our Design consultants can be made in person through our stores, by phone or online. Visit our Kitchen or Bathroom website for more information.

 

 

Can my order be delivered to an alternative address?

Online orders can be delivered to an alternative address upon passing the relevant security checks. This option is available once you have registered your details as a Wickes customer, but not available through the Quick Shop option online. Telephone orders can be delivered to an alternative address upon passing the relevant security checks.

 

 

Will I be contacted before delivery?

Next day goods - If you have ordered 'next-day delivery' products then you will receive email confirmation that the order has been dispatched. You will not be contacted by telephone prior to delivery as the delivery drivers are not supplied with mobile phones for safety reasons. If you have provided a valid mobile phone number with your order you will receive a text message on the day of delivery by 11am advising you of either an AM or PM delivery slot.

Supplier delivered goods – The supplier will contact you - usually within 5–7 working days of your order being placed - to advise of the delivery date. Contact is usually made by telephone but in some instances it may be written confirmation.

'Big & Bulky' goods – Upon receiving your order, our 'Big & Bulky' delivery Team will contact you by telephone to confirm delivery details.

 

 

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How do I know if a product is supplier delivered?

If a product is delivered by the supplier then it will have a logo showing the expected delivery timescale on the product info page of the website. e.g. –

If a product is due for next day delivery it will not have any logo (unless it is Big & Bulky - see below).

 

 

Will the couriers carry the goods inside my property?

Due to insurance guidelines, delivery personnel are unable to enter private residences. Delivery will be to the kerbside of the specified delivery address. The recipient of the goods is responsible for any additional lifting once the initial delivery has been made.

 

 

Can I buy kitchen cupboard doors separately?

Units from the 'Takeaway' kitchen range come complete with all the items you require in the box including the hinges and handle. Wickes do not sell the doors for these units as individual items.

The doors for the 'Showroom' kitchen range are available as individual items. However, they are designed to fit Wickes kitchens only, and not to replace other suppliers doors. Full details can be obtained from a design consultant at your local Wickes store.

 

 

I can't see the size of door I require, do Wickes offer other sizes?

Wickes offer doors in the most popular sizes – and most doors can be trimmed a small amount during fitting (please refer to the product instructions for further details). Wickes also offer made-to-measure external door sets as a special order product, which can be ordered through your local Wickes store.

 

 

If I have a question regarding a product before I order, who can I contact?

Use this Product Query form to send us a request for further information or help on any of our products.

 

 

Can I order spare parts through the website?

Spare parts cannot be ordered online. If you require spare parts, please contact your local store, or use this General Enquiry form to contact the Wickes Customer Services team.

 

 

How can I get more stock of a product that my local store has run out of?

To check stock in your local area, please refer to the in-store stock checker found on each individual Wickes product page. For any further assistance please contact a member of our Customer Services Team on 0330 123 4123 (Monday to Friday (8:00am to 8:00pm), Saturday (8:30am to 5:30pm) or Sunday (10:00am to 4:00pm).

 

 

Can I use the website to reserve items at my local store?

Sorry, this facility is currently not available through the Wickes website.

 

 

Are all Wickes products available online?

There are currently over 15,500 products available to order online at Wickes.co.uk, which represents practically all of our in-store range.

In order to protect minors and ensure we comply with relevant legislation, we do not sell age-restricted products online. We do not specify which of our products are age-restricted, but they include items such as knives and solvents.

 

 

Where can I get technical help with a product?

Use this Product Query form to send us a request for further information or help on any of our products.

 

 

Where can I get help and advice on planning my DIY or home improvement project?

Please refer to the Help and Advice section on the Wickes website, or for further assistance use this Product Query Form to send us a message.

 

 

How can I place an order for over 200 items?

At present you are not able to order more than 200 items in a single order. If you wish to place an order for more than 200 items please contact the Customer Services Team on 0330 123 4123, selecting option 1.

 

 

I have locked my Wickes account, how can I get this unlocked?

To unlock your account please contact the Customer Services Team on 0330 123 4123, selecting option 1.

 

 

Why have I only received part of my Wickes order?

Please contact a member of our Customer Services Team on 0330 123 4123 (Monday to Friday (8:00am to 8:00pm), Saturday (8:30am to 5:30pm) or Sunday (10:00am to 4:00pm) who can help assist you with this matter.

 

 

Do Wickes offer a trade account facility?

Sorry, this facility is currently not available through Wickes.

 

 

How can I order the latest Wickes catalogue?

Please contact a member of our Customer Service Team on 0330 123 4123 (Monday to Friday (8:00am to 8:00pm), Saturday (8:30am to 5:30pm) or Sunday (10:00am to 4:00pm).

 

 

Kitchens FAQ

Do Wickes offer technical advice to help plan my new kitchen?

Yes, simply book an appointment online, or at your nearest store, with one of our highly trained Design Consultants. They will give you FREE expert advice to help you design, plan and purchase your kitchen. They will also draw up a detailed 3-D plan so you can see exactly how your new kitchen will look. Home visits are available too. Use the Store Locator to find your nearest Wickes store.

 

 

How much does it cost to get help with planning my kitchen at Wickes?

Nothing. It is a FREE service with no obligation to buy.

 

 

Do I need to measure my room myself?

No. If you are not confident measuring your room one of our Design Consultants will be more than happy to visit your home to take the necessary measurements. However, it would be useful to take approximate measurements to your initial meeting.

 

 

Can I arrange for a Design Consultant to visit my home via the Wickes website?

When you book an appointment online, one of the team in your nearest store will call to discuss your initial requirements and book a convenient time for you to meet your Design Consultant in store. Then they can decide on the need for a home visit and make an appointment with you at that time.

 

 

What do I need to bring to my appointment with the Design Consultant?

Before your consultation it would be helpful if you could measure your current kitchen. Also, measure the ceiling in two places as not all walls and ceilings are level. Draw a simple plan that shows where fixed items like windows and doors, existing power points, water supply and hot water cylinders are. You should also bring along any ideas you have - such as colours and finishes you like or designs in magazines etc. These will help your Design Consultant get a feel for what you are trying to achieve with your new kitchen.

 

 

What if I don't feel confident measuring the room myself?

We only need approximate measurements for your kitchen at first. One of our Design Consultants will be more than happy to visit your home to take accurate measurements later.

 

 

How will I know what my kitchen will look like and what will I have to take away for reference?

Using Computer Aided Design our Design Consultants will then create a realistic drawing of how your dream kitchen or bathroom will look in your home.

 

 

What products can I purchase online?

You can purchase selected to-order kitchens online. But please be aware that designing a new kitchen is a complex project we advise customers to visit one of our Design Consultants for planning and purchasing advice.

 

 

Do Wickes prices include VAT?

Yes, all our prices include VAT at the standard rate.

 

 

Are Finance options available?

Yes. We always have flexible payment options available. Please contact your local store for more information.

 

 

Can I find out when a Wickes sale starts or ends?

This information is available in-store

 

 

Can I use the website to reserve products for collection or check stock at my local Wickes store?

Unfortunately we do not currently offer either of these services.

 

 

The hinge holes on the furniture fascia do not line up to connect the appliance?

This is correct, a router tool can be purchased in store to make the holes in the correct place for your chosen appliance. The hinge holes are normally 35mm in diameter.

 

 

I have switched on my appliance and it is not working?

Please check your instruction manual for the checklist, and if this can not resolved the issue, please call Service Force on 08445 616 616 who will arrange to inspect the product and resolve any issues.

 

 

How long is my appliance guaranteed for?

Appliance guarantees vary. Your guarantee information will be contained within your 'Instructions and Information'. The Wickes To Order Kitchen brochure also includes guarantee information for appliances.

 

 

I cannot find my instruction manual?

Instruction manuals can be downloaded from the manufacturers' websites or by contacting the manufacturers' customer helplines as follows:


AEG: www.aeg.co.uk/support or by calling 03445 611611.
Electrolux: www.electrolux.co.uk/support or by calling 03445 613613
Zanussi: www.zanussi.co.uk/support or by calling 03445 612612

 

 

I have parts missing in my appliance?

You will need to find both the product code and serial number and contact the Wickes Customer Services Team on 0330 123 4123 Monday to Friday between 09:00-17:30.

 

 

I have unpacked my appliance and it is damaged?

Please DO NOT fit the appliance. Call the Wickes Customer Services Team and we will discuss a replacement, on 0330 123 4123 Monday to Friday between 09:00-17:30.

 

 

Do all double ovens come with a drop down grill?

No, please check our appliance brochure for more details or contact your local stores design consultant who will be happy to provide the information you require.

 

 

Where do I start fitting my kitchen cabinets?

Always start in the corner.

 

 

What height do I set the cabinet legs to?

If your flooring is going all the way under the cabinets you need to set the legs at 140mm.

If your flooring is going to sit flush to the plinth then your legs will need to be set at 140mm plus the height of your flooring.

 

 

What tools will I need to complete my kitchen?

You will need the following tools to complete your kitchen:
- Pozidrive no. 2 screwdriver
- 5mm flat screwdriver
- Metric tape measure
- Square edge and spirit level
- Electric drill with 8mm, 5mm, 3mm diameter wood drill bits and appropriate masonry drill bits
- Panel saw, jig saw and mitre saw
- Bradawl
- Mallet
- At least 2 G clamps, mitre block
- Workbench or stable, firm work surface

 

 

I have just had my walls plastered, how long should I wait before I can start my kitchen build?

The plaster must be fully dry before you start hanging cabinets. Drying times vary depending on the product used and environmental conditions, please seek advise from your tradesperson.

 

 

Is there a minimum gap between where the hob is fixed and the underside of the wall units?

Yes, there is a minimum gap of 650mm.

 

 

What is the depth of the base units?

570mm.

 

 

What is the depth of the wall units?

307mm.

 

 

Is there a service gap in the base units for pipe work?

Yes, 66mm.

 

 

Do you need to order the extra legs for curved base units?

Yes, the extra legs need to be ordered for this unit.

 

 

Where does the cornice go?

On top of the wall units.

 

 

Where does the pelmet go?

Underneath the wall units.

 

 

How do I fit the cornice and pelmet?

Cornice and pelmet can be fitted to cabinets by drilling 5mm holes through the cornice or pelmet into the cabinet or attaching half blocks 50mm in from each side and at every 450mm along straight sections.

 

 

What is a worktop support panel?

This is a panel that goes on the end of a run of units where no plinth is being used. You fit all the carcases as normal and then connect this on the end. Panels should be cut to size and added onto the side of the carcase.

 

 

How do you fit a décor base side or décor wall side panel?

When fitting your cabinet remove the side panel and replace with the décor panel. These are pre-drilled to match your existing cabinet side panel.

 

 

How do you fit a thick décor base or wall panel?

Thick décor panels should be cut to size and added onto the side of the carcase.

 

 

Why are décor panels that are fitted on to the cabinet over sized?

This is to compensate for walls or floor that are uneven, allowing the panel to be scribed to fit to the wall.

 

 

I have received a sink that states RHD, what does this mean?

This means that it is a Right Handed Drainer sink.

 

 

I have not received the waste kit with my sink?

Our waste kits are carefully packed in the box with the sinks. Please double check your packaging. Should your kit be missing please contact the Wickes Customer Services Team on 0330 123 4123 between 09:00-17:30 Monday to Friday.

 

 

I have not received any instructions for my sink?

Please contact the Wickes Customer Services Team on 0330 123 4123 Monday to Friday 09:00-17:30.

 

 

I have opened my sink and it is chipped.

Please DO NOT fit the product. Contact the Wickes Customer Services Team on 0330 123 4123 Monday to Friday between 09:00-17:30.

 

 

What can I do if I mark or scratch my stainless steel sink?

Most national supermarket chains stock a range of products you can purchase that can help with these type of problems.

 

 

What lengths are Wickes worktops available in?

Laminate worktops are 3050mm long (50mm is to allow for damaged edges should this occur).
Laminate breakfast bars are 2000mm long.

Solid Wood, Granite, Apollo Quartz, Apollo Slab Tech and Earthstone Solid Surface products vary in size.

 

 

What depths are Wickes worktops available in?

Laminate worktops are 600mm deep.
Laminate breakfast bars are 640mm or 900mm deep.
Earthstone Solid Surface and Solid Wood worktops vary in size.
Granite is available from 300mm to 1300mm.
Apollo Quartz is available from 300mm to 1300mm.
Apollo Slab Tech is available from 300mm to 1200mm.

 

 

What thicknesses are Wickes worktops available in?

Laminate worktops 38mm thick as standard.
Laminate breakfast bar 38mm.
Solid Wood worktops 38mm.
Earthstone Solid Surface are 34mm thick.
Granite 30mm.
Apollo Quartz 30mm.
Apollo Slab Tech 30mm.

 

 

How do I fit the worktop edging strip on laminate worktops?

A contact adhesive must be applied to the strip and worktop.

 

 

I have not received any fittings for my worktop?

Wickes worktops are not supplied with fittings There are many different ways to fit worktops, and accessories can be purchased in-store or online.

 

 

Is there any glue that is colour matched for the join?

Yes, we sell several different colour fillers to complement our worktop range. These can be order online, through your local Wickes store design centre, or by calling the Wickes Customer Services Team on 0330 123 4123 Monday to Friday between 09:00-17:30.

 

 

What is the delivery lead time?

Delivery is normally from four weeks. Please check our online delivery information or with your local store before ordering as times may vary.

 

 

Do you have any guidelines on how to care for my kitchen?

Yes, we have produced guidelines to help you maintain the original beauty of your kitchen.

 

 

Is there a delivery charge for kitchen orders?

Orders over £300 are delivered free, otherwise there is a packaging and handling charge of £15.00.

 

 

Where can Wickes deliver items?

Wickes deliver to locations in mainland UK. We are currently unable to deliver to Northern Ireland or remote and offshore locations.

Please view delivery details (by postcode) for the areas in Great Britain where Wickes is unable to offer a full delivery service.

 

 

Can I pre-book my delivery date?

Yes, our Customer Services Team will contact you by telephone within 3 working days of your order been place and agree the first convenient and available delivery date available in your area, directly with you.

 

 

Do I have to sign for delivery?

Yes, although it can be someone authorised by you to receive the goods on your behalf, who is over the age of 18.

 

 

Who should I contact for 'after sales' service?

Call our Customer Service Team on 0330 123 4123, Monday to Friday between 09:00 -17:30, or your local store who will be more than happy to help.

 

 

Where can I get technical help with a product?

Please e-mail Customer Services for assistance, including the product details and a contact name and telephone number(s). If you prefer to speak to someone you can call the Customer Services team on 0330 123 4123.

 

 

How can I order additional items, should I need them?

If you have already had your main order delivered and discover you need to order additional items, you can do this at your local store or by calling 0330 123 4123, Monday to Friday between 09:00 -17:30.

 

 

Guarantees

All Wickes Kitchen products are guaranteed against manufacturing defects. This guarantee does not cover products against accidental or malicious damage, improper use, negligence, general wear and tear, damage due to poor installation or servicing or consequential loss. This does not affect your statutory rights. 

 

Please see document for details of the guarantee on our kitchen products.

 

 

Who do I contact if something is missing?

Please call our Customer Service Team on 0330 123 4123 Monday to Friday 9:00am-5:30pm.

 

 

Do you have an Installation Service?

We offer a nationwide installation service. Please see your Design Consultant for further details.

 

 

Where can I get details of Wickes upcoming promotions, offers and new product ranges?

You can sign-up to the free Wickes e-mail newsletter via our homepage, to be kept up to date with all the latest Wickes promotions, special offers and exciting new products.

 

 

Will I receive information on receiving and installing my new kitchen?

You will receive a Customer Care Guide for either a framed or non-framed kitchen...