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General Questions

Shopping online

The product I need to order is out of stock, can I order it anyway?

Sorry, so as not to disappoint our customers we can only take orders for products that are in stock

Can you move stock between stores?

Sorry, we are unable to do this at this current time. You can however place a Click & Collect order for multiple stores.

Why is the delivery slot I would like unavailable?

We have designed our delivery calendar to only take orders where a slot is available. If you are seeing a limited choice this will be due to other customers booking out those slots. We are able to take delivery orders up to 28 days in advance, so please book as early as possible to avoid disappointment.

Do you offer a credit service to tradespeople?

We don’t offer a credit service at this time. To sign up for a TradePro account, please visit www.wickes.co.uk/trade

I appear to have paid for my order twice

We are sorry you have had this issue - please be assured we only ever take one payment once. Sometimes an issue will occur when ’authorise payment’ is clicked more than once. Your bank will re-credit your account, typically within 7 days.

Why have I not received my order confirmation?

Please initially check your email spam folder. If the email is not there please check with your payment provider and confirm the payment has been processed. If it has and a couple of hours have passed, please call our customer service team on 0330 123 4123.

When can I cancel my order?

You can cancel an order up until it is delivered. Please be aware that if you cancel your order with less than 24 hours notice the delivery may still be attempted.

Do you offer a price match service?

We offer a Price Match Promise in store. Further details can be found at https://www.wickes.co.uk/pricematchpromise

Delivery

Why can I not checkout for home delivery?

We are sorry that you could not complete your home delivery order. Our fulfillment system will first check for stock in our central warehouse, then at stores in your area. If there is no stock we will be unable to take your order. Your items may however be available for Click & Collect.

Can I change my home delivery order to Click & Collect?

We do not currently have the ability to do this. We can however cancel your order and help you to place a new order for Click & Collect.

Can I add to my order?

Once an order has been placed we cannot amend it. We can however cancel your order and help you to place a new order for the first available delivery date. This will not be your original delivery date.

Can I change my delivery date?

Once an order has been placed we cannot change the delivery date. We can however cancel your order and help you to place a new order for a new available delivery date.

Can I change my delivery address?

For security reasons we are unable to change a delivery address after an order has been placed. We can however help you to cancel your existing order and place a new order to the correct address.

Can I specify a time slot for my order?

As we plan our deliveries based on your area you are unable to select a timeslot before or after an order has been placed. We will however provide you with a timeslot for your delivery (excludes deliveries arranged by our third-party suppliers)

How much does delivery cost?

Please refer to our Delivery Details for delivery costs.

I’m going to miss my delivery, what will happen?

If your order has been fulfilled by a store it will be returned to the store who will be in contact with you to arrange the next available date. Where your order has been delivered by one of our courier partners, they will re-try the delivery the following day in most cases.

My delivery is late - what shall I do?

We are sorry to hear that your delivery didn’t arrive as expected. We are working hard to ensure all orders arrive when expected, however from time to time delays will occur. Please allow a couple of hours past your delivery window before contacting our customer service team. We appreciate your patience.

Do I need to be at home to accept my delivery?

Yes, your delivery will require a signature by a person over the age of 18.

I haven’t received my delivery timeslot. Can your customer service team provide this?

Your estimated delivery slot should have been sent to you via text message. If you haven't received a text message, your delivery will arrive within our standard delivery window of 7am and 6pm. We apologise for any inconvenience.

Click & Collect

Why are some products not currently available for Click & Collect?

Some products are unavailable for Click & Collect due to their weight and size, as we are unable to maintain 2m social distance whilst fulfilling. However, you will be able to buy these products as usual in our stores. Unfortunately our colleagues will not currently be able to assist in loading oversize and heavy items in order to maintain their safety.

Why is my chosen store not available for Click & Collect?

Click & Collect may be unavailable due to high demand in certain stores. The service will be temporarily suspended to allow the team to pick any outstanding orders. Once they have done so, Click & Collect will be available once again.

Can I change my home delivery order to Click & Collect?

We do not currently have the ability to do this. We can however cancel your order and help you to place a new order for Click & Collect.

Can I change the store I want to collect from?

We do not currently have the ability to do this, however we can cancel your original order and help you to place a new order for delivery.

Can I make changes to my Click & Collect order?

We do not currently have the ability to do this. We advise you place an additional order for anything you may have forgotten. If you want to cancel part of your order, you can do this in store whilst collecting. To cancel your entire order please call our customer service team on 0330 123 4123.

Can someone else pick up my Click & Collect order on my behalf?

Yes they can - they will need the order details as well as photographic ID, such as a driving licence or passport.

I’m not going to be able to collect my Click & Collect order today - will you keep hold of it?

If you cannot make it to the store to collect your order within 24 hours, don’t worry. Please come to collect your order as soon as you are able to do so. If there are any issues with storing your order we will call you.

Returns & Refunds

Products purchased instore

Within 30 days of receipt, any unused product can be returned at your expense for a full refund or exchange. Bring it to any of our branches, or contact our Customer Service team on 0330 123 4123 for advice. Proof of purchase is required and all products must be undamaged in their original packaging and include all relevant accessories.

Please note that:

  • No refunds or exchanges can be given on Bespoke / Made to Measure Goods or Special Order Goods
  • Wickes Kitchen & Bathroom only stores are unable to accept returns for products purchased in other stores
  • Refunds cannot be given on
    1. The purchase of Gift Cards
    2. Out of date products
    3. Perishable Items (Plants, Turf etc)
  • If the product you purchase is faulty, or not as described, we may offer an exchange, refund or repair as appropriate.

As a consumer you may have additional legal rights and this policy does not affect these rights.

How do I return a product (Paid by Card/Cash)

In the event that you want to return any Wickes product, we promise to provide you with a full refund or offer you an exchange, where possible. Simply return the goods within 30 days, in the original condition and in unused packaging, together with a proof of purchase.

How do I return a product (Paid by PayPal)

Deliveries

PayPal refunds are processed through our Customer Service Centre using the number 0330 123 4123. If you return your product to store, you will be offered an exchange to the same value and/or any monies owed will be refunded by gift card. Alternatively you can get a full refund on gift card only. You cannot return the item in store and receive a PayPal refund. All PayPal refunds must be collected via our courier (which will be collected at our cost) and cannot be left in store.

Click & Collect

If you return your product to the same store it was collected from, you will be refunded via PayPal onto your payment card. However, if you return your product to a different store than where you collected it, you will be offered an exchange to the same value and/or any monies owed will be refunded by gift card. Alternatively you can get a full refund on gift card only.

General Questions

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.

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.

Will I be contacted before delivery?

We offer a number of different delivery services; how you are contacted will depend on the service you have selected. Not all products will have the same delivery options; please check the individual product pages for more information.

Delivery options:

  • Standard Delivery - these deliveries come direct from our Central Warehouse and are delivered via one of our couriers, between 8am and 6pm Monday to Saturday. However if you have selected a Premium AM delivery service, your delivery will be made between 8am and 1pm. Should you not be available when the delivery arrives, the driver will leave a card with details to how you can rearrange a new delivery date.
    Please note: We cannot give a timed window.
  • Big & Bulky - these deliveries come direct from our stores; you will receive a text message the evening before your chosen delivery date advising you of a timed delivery window. Deliveries are made from 8am to 6pm Monday to Saturday.
  • Hourly service - if you have selected our premium ‘Hourly Service’, you will receive a text message with a tracking link where you can monitor the progress of your delivery. This delivery service is available 7 days a week (subject to availability in your area).
  • 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.

All details of the options available are displayed on the product page; if you have placed an order they will be detailed on your order confirmation e-mail.

Please be aware that we often have to use more than one method of delivery to complete your order. For example if you ordered an Internal door and some fence panels you will receive a Standard and Big and Bulky delivery on the day you have selected.

How do I know if a product is supplier delivered?

If a product is delivered by the supplier, this information is displayed on the product page with an expected lead time for your delivery.

supplier delivered logo
Are all Wickes products available online?

Not all our 18,500 products are available to order online at Wickes.co.uk.

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.

Other products that will not also not always be available to purchase online will be end of season and clearance lines.

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.

Why have I only received part of my Wickes order?

We will often have to use more than one method of delivery to complete your order. For example if you ordered an Internal door and some fence panels, you will receive a Standard and Big and Bulky delivery on the day you have selected.

Your order confirmation e-mail will confirm how many deliveries you will receive.

Should you need our help you can contact a member of our Customer Services Team on 0330 123 4123 (Monday to Friday (08:00 to 20:00), Saturday (08:00 to 18:00) or Sunday (10:00 to 17:00) who can help assist you with this matter.

How long does a refund take?

We aim to get all refunds fully processed in up to 14 working days from the point when you notify us of cancellation. However in most situations this is processed a lot quicker. Upon receiving your confirmation email of detailing your cancellation, the refund will show back in your bank within 3-5 working days.

Can I exchange an item in-store?

Yes, you can take an item back to store for an exchange. If the store does not have the item in stock we can arrange for a replacement to be sent from our warehouse.

Do you offer installation?

Yes - our highly experienced installation team can be booked when you order your showroom kitchen or bathroom. All installations come with a 2 year workmanship guarantee. Please book an appointment with our kitchen and bathroom designers for full information.

Can I use gift cards on the Wickes website?

No, Wickes gifts cards can only be used in stores. They cannot be used to purchase supplier-delivered items.