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Customer Services

Customer Services

Frequently Asked Questions

Supplier Delivered

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 delivery 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 SMS 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 option 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 a 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

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 a 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 instore?

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 items.

Returns & Refunds

Products purchased in store

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 or at customerservices@wickes.co.uk 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 can not be given on
    • The purchase of Gift Cards
    • Out of date products
    • 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 customer 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.

Kitchen FAQs

Kitchen FAQs

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

Please check your instruction manual for the checklist, and if this does not resolve the issue, please call the manufacturer's’ customer helpline, who will arrange to inspect the product and resolve any issues. Their contact details are as follows:

  • For Zanussi, Electrolux and AEG appliances, please contact Service Force on 0344 561 6616
  • For Neff appliances, please contact Neff on 0344 892 8989
  • For Beko appliances, please contact Beko on 0845 850 5008
  • For Rangemaster appliances, please contact Rangemaster on 0370 789 5107
I cannot find my instruction manual

Please check your instruction manual for the checklist, and if this does not resolve the issue, please call the manufacturer's’ customer helpline, who will arrange to inspect the product and resolve any issues. Their contact details are as follows:

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 at homedelivery@wickes.co.uk alternatively you can contact us on 0344 892 2721, we are open Monday to Saturday between 08:00 - 18:00.

I have unpacked my appliance and it is damaged?

You will need to find both the product code and serial number and contact the Wickes Customer Services Team at homedelivery@wickes.co.uk alternatively you can contact us on 0344 892 2721, we are open Monday to Saturday between 08:00 - 18:00.

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
Is there a minimum gap between the hob and the underside of the wall unit directly above the hob?

Yes, there is a minimum gap of 650mm for gas hobs and 500mm for both induction and electric hobs.

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 at homedelivery@wickes.co.uk alternatively you can contact us on 0344 892 2721, we are open Monday to Saturday between 08:00 - 18:00.

I have not received any instructions for my sink?

Please contact the Wickes Customer Services Team at homedelivery@wickes.co.uk alternatively you can contact us on 0344 892 2721, we are open Monday to Saturday between 08:00 - 18:00.

I have opened my sink and it is chipped.

Please DO NOT fit the product. Please contact the Wickes Customer Services Team at homedelivery@wickes.co.uk alternatively you can contact us on 0344 892 2721, we are open Monday to Saturday between 08:00 - 18:00.

What depths are Wickes worktops available in?
  • Laminate worktops are 600mm deep.
  • Laminate breakfast bars are 640mm or 900mm deep.
  • Solid Wood worktops are available in 38mm and 60mm thicknesses.
  • Magna 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 are available in 12.5mm, 22mm, 38mm and 50mm thicknesses.
  • Laminate breakfast bars are available in 22mm, 38mm and 50mm thicknesses.
  • Solid Wood worktops are available in 38mm and 60mm thicknesses.
  • Magna Solid Surface are available in 34mm thick and 56mm thicknesses.
  • Granite 30mm.
  • Apollo Quartz 30mm.
  • Apollo Slab Tech 30mm.
Is there any glue that is colour matched for the worktop joints?

Yes, we sell several different colour fillers to complement our worktop range. These can be ordered through your local Wickes store.

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.

How do I check my order is complete when I take delivery?

When you take delivery of your order the delivery note will show your items as component parts. To compare your delivery note to your original order, please use our Customer Care Guide by clicking here.

Who should I contact for support and technical advice?

In the first instance you should contact the Design Consultant who created your design and placed your order. Alternatively our Customer Services Team can be contacted at homedelivery@wickes.co.uk or by telephone on on 0344 892 2721. Customer Services are available Monday to Saturday between 08:00 - 18:00.

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

Please contact your local store to place an order for any additional items that you require.

Who do I contact if something is missing?

Please contact the Wickes Customer Services Team at homedelivery@wickes.co.uk alternatively you can contact us on 0344 892 2721, we are open Monday to Saturday between 08:00 - 18:00.

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

Thick décor panels should be cut to size and attached onto the exposed side of your fully assembled carcase. You can find more information in the Customer Care Guide by clicking here.

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. This can be found in the Customer Care Guide by clicking here.

If I am arranging my own fitter, can I pre-book my delivery date?

Yes, for an independent installation customer you are able to book your own delivery online, you will just need your order number and postcode. Alternatively, our Customer Services Team will contact you by telephone within 3 working days of your order being placed, and agree the first convenient and available delivery date in your area.