Q: If your product can't be repaired

Learn why we'll contact you and what happens next If the engineer sent to you finds that your product can't be repaired, they'll let us know. It can take the engineer up to 48 hours to notify us, after their final visit to you. Once the engineer has notified us, we'll send you a text or email about replacing your product. Simply follow the steps in that text or email to see the models available and order one you like. Order your replacement product Once we've contacted you about ordering a product, you can order at any time. You don't need to worry about the offer expiring. We update our website frequently with the latest models though, so the products we offer may change over time. The products you can choose from will be similar to the one you're replacing. Sometimes you'll also have the option to choose an upgraded model for an additional fee.

Question 1

If your product can't be repaired

Accepted Answer

Learn why we'll contact you and what happens next

If the engineer sent to you finds that your product can't be repaired, they'll let us know.

It can take the engineer up to 48 hours to notify us, after their final visit to you.

Once the engineer has notified us, we'll send you a text or email about replacing your product.

Simply follow the steps in that text or email to see the models available and order one you like.

Order your replacement product

Once we've contacted you about ordering a product, you can order at any time. You don't need to worry about the offer expiring.

We update our website frequently with the latest models though, so the products we offer may change over time.

The products you can choose from will be similar to the one you're replacing. Sometimes you'll also have the option to choose an upgraded model for an additional fee.

Question 2

Order your new product

Accepted Answer

Check these things before ordering

To get the product that suits you, it's important to check all the specifications before ordering.

We recommend double checking whether the product is:

The right colour
Freestanding or integrated
The right size to fit the space where you want it
Able to fit, in its packaging, through your front door
Able to fit through any narrow rooms, turnings or halls in your house

Find out why we offer products from certain brands

We'll always offer you a selection of models with similar specifications to the product that you're replacing.

The brands we can offer you depend on the details of your policy and the models available at the time.

For this reason, sometimes we may not be able to offer a product from the brand that you had before.

Learn why there's a fee for some replacements

The models we can offer always depend on stock availability and the plan you have.

There will be no charge if you pick a model that's similar to the one you had before.

If available, we will also offer you a product with upgraded specifications. These products might have a higher capacity, improved efficiency, or different features, for example. If you choose one of these enhanced models, then we'll ask for an additional fee.

Check the product can fit through your door

The delivery team will bring the product through your door in its packaging. So when measuring your doors, be sure to allow for the packaging the product will arrive in.

To give you an idea, here are the dimensions of an American fridge freezer with and without packaging:

Unpackaged – (H) 178cm x (W) 90.8cm x (D) 69.2cm
Packaged – (H) 190.7cm x (W) 97.4cm x (D) 77.6cm

Also please check that the path to where you want the appliance is clear and wide enough.

Learn about your new product's guarantee

The product's manufacturer may provide a parts and labour guarantee for 1 year or longer. You can find details of this in the printed information that arrives with your new product.

Be sure to register your product with the manufacturer, as this is usually required to benefit from the full guarantee.

When you register, you'll also have the option to enhance the guarantee with more comprehensive, longer-lasting protection.

Check the product will fit in the space

When choosing your replacement, you'll be able to see the dimensions of each model.

The replacement models we offer you will have similar specifications to the product you're replacing.

To be certain, you should measure the space and compare it with the dimensions of the new model.

Also check that your front door, and the path to where you want the appliance, are unblocked and wide enough.

Get confirmation that we've received your order

When you order online, you'll see a confirmation page with all the details. We'll also send you an email or text message confirming your order.

Sometimes the product's supplier will also text you a confirmation that they've received your order.

After that, the supplier will contact you with details of the delivery time or date.

Question 3

Book installation or recycling

Accepted Answer

Get a product installed or recycled

If they're available, we'll offer you installation and recycling services when you order your product. Their availability depends on the product you're ordering and what its supplier can offer at the time.

Keep your current product or dispose of it

If you don't ask us to recycle your broken product, you can keep it or dispose of it yourself.

Get a product disconnected

The installation service often includes disconnection, but this depends on the team who'll provide the service. We'll let you know about this once you've ordered.

If you just order recycling (and not installation) for a gas appliance, you must get a Gas Safe registered engineer to disconnect it beforehand.

Get an integrated appliance installed

If an installation service is available, we'll offer it to you when you order your new appliance. Otherwise, you can search for a trusted installer to do this for you.

Learn when we'll install your replacement

The teams we work with typically install freestanding appliances straight after delivery (if you ordered installation). This timing can vary depending on the appliance and your location, though.

If we don't offer you installation, you can always search for an installer in your area. In that case you should book the installation for the day after the delivery or later.

Find out the qualifications of our engineers

Our engineers are fully trained and qualified for their roles. This includes being on the Gas Safe register when needed and having the necessary electrical qualifications.

Follow our guidelines before the delivery

It's important that we can safely get to where you want your new product.

If you've asked us to remove your old product, you should also get that ready before we arrive.

To make sure you're all set, please check the next FAQ section, 'Follow our guidelines before the delivery'.

Question 4

Follow our guidelines before the delivery

Accepted Answer

Learn how stairs can affect your delivery

It can be unsafe for our delivery teams to take a large, heavy product up many flights of stairs.

If there's a lift in your building, the team should have no trouble taking the product to the desired floor.

If there's no lift, the team will let you know how far they can take the product safely.

Check you're ready for delivery, installation or recycling

Before the team comes to install your new product or recycle your old one, you should check:

The old product is disconnected and ready to be removed
It's safe and easy to enter your property
Nothing is blocking the path to where you want the new product

There are also some specific steps for cookers, fridges, freezers, washers and dryers.

Fridges and freezers

Before installation:

Disconnect the old appliance

Before recycling:

Turn off the old appliance at least 24 hours before it's removed, giving time to defrost
Empty the old appliance completely

Washers and dryers

The steps here apply to freestanding washers and dryers.

Before installation, check:

The space where you want the appliance is within 1 metre of the water supply and waste outlet
There's a 13 amp power socket within reach of the appliance's power cable

Important notes:

The team will remove the appliance's transit brackets for you
We can't connect to extension cables, extended waste pipes or hardwiring, or cut off the plug
We'll test and level the appliance if needed
We can't continue if:
- a connection is unsuitable or fails testing
- there's a mechanical issue, like wrong water pressure

Before recycling:

Disconnect the old appliance
Empty it completely

Cookers

Before installation:

Check there's a suitable electric connection within 2.5 metres of where you want the cooker
Check the ON/OFF switch on the wall isn't directly above the cooker or over 2 metres away

Important notes:

The team will disconnect your old cooker if it's electric
We can't continue if a connection is unsuitable or fails testing
We can't connect to an extended cable or extension lead

Before recycling:

For a gas cooker, have it disconnected by a Gas Safe registered engineer

Question 5

Track or change your order

Accepted Answer

Track a replacement product being delivered

You'll be able to pick a delivery date when ordering your new product. This will usually be a day from Monday to Saturday, depending on the supplier.

If you can't remember the date you booked, check the confirmation email or text message you received.

If you don't see the option to choose a date online, the supplier will contact you to arrange delivery.

If your order is from Currys, they may use DPD to deliver small items like mobiles and tablets. In that case, DPD will text you a 2 hour timeslot on the morning of the delivery. The text will also have a link where you can track the driver in real time.

Change a delivery date

To change the delivery date you booked, you can contact the supplier that's delivering your product.

To allow enough time, you should try to get in touch no later than 24 hours before the delivery date.

To find their contact details, look at the confirmation email you received after ordering. If you can't find those details, talk to us through the live chat icon on the bottom right of this page (available weekdays, 8am – 6pm and Saturdays, 8.30am – 4.30pm).

If your delivery is delayed

As with any delivery, there can sometimes be unexpected delays due to traffic or accidents.

If your delivery hasn't arrived on the agreed date, the supplier should let you know as soon they can. You can also get in touch with the supplier directly to learn more.

To find their contact details, look at the confirmation email you received after ordering. If you can't find those details, talk to us through the live chat icon on the bottom right of this page (available weekdays, 8am – 6pm and Saturdays, 8.30am – 4.30pm).

Change the product you've ordered

To get help with changing an order before delivery, we recommend talking to us on live chat. Use the icon on the bottom right of this page to start chatting (available weekdays, 8am – 6pm and Saturdays, 8.30am – 4.30pm).

If your product has been delivered or is on the way, you may have to pay a fee to change it.

Question 6

Get help after the delivery

Accepted Answer

My product has arrived faulty or damaged, what should I do?

You should contact the supplier about this within 48 hours of the delivery.

To find the supplier's contact details, look at the confirmation email you received after ordering. If you can't find their contact details, you can talk to us on live chat. Use the icon on the bottom right of this page to start chatting (available weekdays, 8am – 6pm and Saturdays, 8.30am – 4.30pm).

Frequently asked questions

Corporate information

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Frequently asked questions

Corporate information

Hints and tips

Contact us

Replacements and installation