Get In Touch | Wickes.co.uk

Use our handy tool to see the status of your order. You can track its location whilst it is on its way to you - with or without a Wickes account.

To track your Wickes kitchen, bathroom or home office order, please complete our contact form; selecting 'Kitchen & bathroom'. Scroll down, it's just below.

With our handy order tracking tool you can see:

The date your order will be delivered
The delivery carrier
Where each part of your order will be delivered from
When your Click & Collect order is ready to collect from your local store

We're unable to offer live order tracking just yet, but we'll send you a text the day before your delivery with further details on when you can expect your order to arrive.

When getting in touch with us, we need to confirm we’re talking to the right person. We’ll ask you a few questions to confirm you’re the person that paid for the order.

If you’d like someone else to speak on your behalf, please ensure they’ve all the information necessary to pass our required Data Protection checks. Any conversation about order amendments, including refund requests, must be with the person that paid for the order.

We are open:

Monday - Saturday: 8am - 6pm
Sunday: 10am - 5pm

Here's some hints to help you choose the best way to contact us for your enquiry:

Complete our Contact Form, scroll down, it's just below. We aim to respond to all enquiries within 48 hours.

If you've received a damaged delivery or a faulty product, we'll ask you to email us some photos

Use Live Chat - click ‘Chat’ on the bottom right of this page

If you're unsure about what you've ordered
If you've a question about our stock
If you're asking about a delivery that's due today

You can also call us on 0330 123 4123

If there's a queue you'll be given the option to ask for a call back. We’ll call you back when it's your turn.

Bring to a store: You can return your product free of charge to one of our stores, even if you’ve bought online or via the app.

Your refund will appear in your account in 3-5 business days.

For PayPal, Klarna, Billie or Clearpay refunds, please refer to the relevant sections below.

If your item develops a fault, please see the table in the full refund policy below.

Please note that our standalone Wickes Kitchen & Bathroom stores cannot accept returns of products bought online or from any other stores. They can only process items bought at that particular store.

Arrange a collection: If you’ve received a home delivery and would like to return it, or the item is too heavy or bulky to bring into a store, please contact our Customer Services team by completing our Contact Form to arrange a collection. Please note a collection fee will be charged, the amount of which will be notified to you when you contact our Customer Services team to arrange your collection.

Your refund can take up to 14 days to appear in your account.

If you’re returning an item that was faulty or damaged when it was delivered to you we will refund any delivery charge within 14 days of you receiving it.

We’ll issue your refund using your original payment method i.e. credit/debit card or cash.

Wickes kitchen, bathroom or home office enquiries

For enquiries about a Wickes kitchen, bathroom or home office order, please complete our contact form; selecting 'Kitchen & bathroom' as your reason for contacting us. Scroll down, it's just below.

If you’d like to talk, call us on 0344 892 2721.

If you’d prefer to use Live Chat - click ‘Chat’ on the bottom right of this page.

When getting in touch with us, we need to confirm we’re talking to the right person. We’ll ask you a few questions to confirm you’re the person that paid for the order.

If you’d like someone else to speak on your behalf, please ensure they’ve all the information necessary to pass our required Data Protection checks. Any conversation about order amendments, including refund requests, must be with the person that paid for the order.

We’re open:

Monday - Friday 8am - 6pm
Saturday - 8am - 4pm

Whether you're looking for a new kitchen, bathroom or home office; our Design Consultants have the knowledge and expertise to help you plan your space perfectly.

Complete our online form

We’re open:

Monday - Friday: 9am - 8pm
Saturday & Sunday: 9am - 5:30pm

We support charities and local communities in two ways:

Nationally, we’re proud to be supporting CALM as our corporate charity partner. This means we’re unable to offer monetary support to other causes.

Locally, we support the community through our Wickes Community Programme by providing products to help local charities and not for profit community groups. To apply for a product donation just head in to your local store and speak to the manager.

Terms and conditions

Please contact the press office at Clarion Communications on (0)20 7479 0910 or email wickes@clarioncomms.co.uk.

Please note, these contact details are for media enquiries only.

Wickes is committed to ensuring every customer has a positive experience. If you are unhappy with your purchase or the service you have received, we welcome the opportunity to resolve your concerns fairly and efficiently.

Complaints Policy

To contact us about a general complaint or a Wickes bespoke kitchen, bathroom or home office complaint, please complete our Contact Us form.

If you’d like to talk, call us on 0330 123 4123:

Choose option 1 for a Wickes kitchen, bathroom or home office complaint
Choose option 2 if you'd like to discuss an online or in-store purchase or product

To help us respond to you as quickly as possible, please include:

Your name and address
A contact phone number and email
Your order number
Details of your complaint with supporting photos
Actions you’d like us to consider

When you contact us, you will receive an automated response acknowledging your complaint. For the vast majority of our retail complaints, we aim to provide a first response within 48 hours and seek to resolve the issue within 28 days.

Complaints relating to Wickes kitchens, bathrooms, or home offices often involve more complex investigations and can take up to 56 days to resolve. Where a case requires more time, we commit to providing updates at regular intervals, until a final resolution is reached.

Additional Support

We recognise that some customers may need additional support during the complaints process. To ensure our process is accessible to everyone, we ask that you make us aware of any additional needs you may have when contacting us, so that we can provide any additional support required. Please also let us know your preferred method of communication so we can accommodate your needs.

Investigation

As a result of investigating your complaint, our customer care team may need to request additional information from you. We’ll let you know if that’s the case.

Depending on the nature of your complaint, it may be necessary for our customer care team to liaise with other internal teams within Wickes and/or our suppliers and delivery partners. Please see our Privacy Notice for more information on how we use your personal data.

When investigating and considering your complaint to determine whether it should be upheld, we will consider the following:

The specific facts and circumstances of your complaint
Any supporting evidence or documentation in relation to your complaint
Guidance published by relevant regulators and third party organisations, including the Financial Ombudsman Service, the Financial Conduct Authority and the Furniture and Home Improvement Ombudsman.
Whether the complaint should be upheld
Any action or remediation which may be required to resolve the complaint.

We resolve complaints based on their merit. We do not offer incentives for the removal or amendment of honest consumer feedback or reviews.

Escalation

In the event that the customer care team is unable to resolve your complaint, or if you’re unhappy with the outcome provided, you can escalate your complaint by emailing customercare@wickes.co.uk who will acknowledge your complaint within 3 business days and send it to the appropriate team for an escalated review.

It may be the case that further information will be required from you as part of this escalation process.

When we provide our final response to an unresolved complaint, we will also provide details of the relevant alternative dispute resolution provider, such as the Furniture and Home Improvement Ombudsman or the Financial Ombudsman Service, to ensure you are aware of your right to independent dispute resolution.

External dispute resolution services, such as the Furniture and Home Improvement Ombudsman, will require that you have completed our internal process and received a final response letter (sometimes called a deadlock letter) from us before they will accept your case. Once our Escalation team has concluded their investigation and issued this final response, you will then be eligible to refer the matter to an alternative dispute resolution service, if you remain dissatisfied with the outcome.

Resolution

Every effort will be made to resolve your complaint at the earliest opportunity. Once the investigation is complete, you’ll be advised of the outcome of your complaint as soon as possible.

Alternative Dispute Resolution

If you remain dissatisfied with our final response, or if 8 weeks have passed since you first raised your complaint and it has not been resolved, you have the right to refer the matter to the Furniture and Home Improvement Ombudsman (FHIO). As a registered member, we are bound by their decision. They provide a free, independent service for dispute resolution.

Website: fhio.org
Phone: 0333 241 3209

Complaints relating to financial agreements

If your complaint relates to the lender, the complaint will be forwarded to them within five days of us receiving it from you and we’ll let you know that the complaint has been sent to the lender.

If the complaint is partially about the actions of the lender, that part of the complaint will be sent to the lender to investigate and respond. We’ll separately investigate and respond to any part concerning the sale of the financial product and service relating to us. We’ll undertake a thorough and independent investigation and provide you with the outcome of that investigation.

If you’re unhappy with the outcome, you can refer your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service can be contacted on 0800 023 4567, via email: complaint.info@financial-ombudsman.org.uk , in writing at Financial Ombudsman Service, Exchange Tower, London E14 9SR or by visiting www.financial-ombudsman.org.uk/contact-us