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Frequently asked questions

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Coronavirus and your order

Are you still offering installation?

We are offering installation on cooking products and American Fridge Freezers only. We’re taking a sensible approach to the evolving situation with Coronavirus by following all Government advice to make sure we can continue to serve our customers and protect our people. As such, all other installation services are temporarily suspended.

If you’ve already booked installation on any other item, this cost will be refunded. If you need to make any changes to your order contact us on 0344 879 3483 to talk to one of the team who’ll be happy to help you. 

If you’re self-isolating because of illness or Coronavirus/Covid-19 symptoms, and you’ve booked an installation for a cooking product or American Fridge Freezer - we won’t be able to enter your home to carry out the installation. We will need to leave the item on your doorstep. The cost of your installation will be refunded.

If you need to rebook your delivery contact us on 0344 879 3483 to talk to one of the team who’ll be happy to help you.

Will you bring the product into my home?

All deliveries will now be made to behind the main entrance of your home. If you have a shared entrance – if you live in an apartment block, for example – this means we’ll bring it into your apartment, not just the front entrance to the building.

The only exceptions to this will be American Fridge Freezers or any cooking products that include an installation service - which we will continue to deliver to the room of your choice.

If you have a recycling collection booked, you’ll need to bring your item to your door ready for us to collect otherwise we won’t be able to remove it.

If you’re self-isolating because of illness or Coronavirus/Covid-19 symptoms, and have booked an installation for a cooking product or American Fridge Freezer, we won’t be able to enter your home to carry out the installation. We will need to leave the item on your doorstep. The cost of your installation will be refunded.

We’re taking a sensible approach to the evolving situation with Coronavirus by following all Government advice to make sure we can continue to serve our customers and protect our people. When we deliver, we ask that you distance yourself from our drivers by waiting in another room while they carry out the delivery. This helps to reduce the risk of spreading the virus to others.

If you’d prefer to rebook your delivery contact us on 0344 879 3483 to talk to one of the team who’ll be happy to help you.

What precautions are your delivery drivers taking to ensure I don’t get Coronavirus?

Our drivers are following all Government advice. As such, your driver will call you ahead of arriving at your property to double-check if you’re isolating or not. On arrival, your driver will ensure they keep a 2 metre distance from your door and will ask you to wait in another room whilst they deliver your product. Our drivers will be wearing gloves and are washing their hands regularly.

If a driver asks to wash their hands in your home we would appreciate if you could help them out. There’s currently a nationwide shortage of hand sanitiser but we are working hard to source stock and provide our drivers with this. In the meantime, hand washing is the best advice.

On occasion we do use third party delivery people who have ensured us they are following all Government guidance.

Can your driver refuse to come into my house and install my product?

Keeping our people and customers healthy and safe is a top priority, so there may be an occasion where a driver doesn’t feel comfortable coming into your home. If this does happen, you can agree to a doorstep delivery or rebook the delivery through our customer service team. If you had an installation booked and it isn’t installed, we will refund you in full.

What happens if I book a delivery and start to feel unwell, or I’m told to self-isolate?

You should contact us on 0344 879 3483 and talk to one of our team. You might decide to re-arrange your delivery or we can deliver to your doorstep, but we won’t be able to offer the full range of services, including installation. See below if you are self-isolating.

I’m not self-isolating but I’m feeling a bit unwell – can I still order from you?

Sorry to hear you’re feeling unwell. We can still deliver, but we’ll need to take a number of precautions as if you’re self-isolating - please see below. However, you might want to think about arranging your delivery for a few weeks’ time when you are feeling better. That way we can give you the full service.

I’m self-isolating – will you still deliver?

Sorry to hear you’ve had to self-isolate. We can still deliver but we will need to take a number of precautions.

  • We won’t be able to enter your home, so unfortunately we won’t be able to do any installation work
  • We’ll have to deliver your product to your doorstep
  • You won’t have to sign for delivery. Instead we’ll take pictures of your delivery on the doorstep, helping to reduce any unnecessary contact.
  • You might want to think about arranging your delivery for a few weeks’ time when you are out of self-isolation (we recommend 4 weeks) so that we can give you the full service.

If my product was delivered but it’s got a fault, will you come and uninstall it/collect it?

We’re sorry that you have a fault with your product. We’re taking a sensible approach to the evolving situation with Coronavirus by following all Government advice to make sure we can continue to serve our customers and protect our people. If it appears that your product has developed a fault, following the recent government advice, we won’t be able to enter your house to uninstall or collect your product. If you urgently require a replacement, please place a new order and we can deliver this to your doorstep. When you are out of isolation you can call us to make arrangements to collect the faulty item that you wish to return.

I want to exchange my product, will the coronavirus affect this?

Following the recent government advice, we won’t be able to enter your house. If you are not displaying any symptoms of Coronavirus we will collect your product providing it is ready to collect by the entrance to your property.

If you are in self isolation due to yourself or a member of your household displaying symptoms we will be unable to collect the product. You have 100 days in which to return the product so we would ask you to hang on for a bit until you are no longer at-risk and out of isolation.

Can I cancel my product now it’s already in my home?

Following the recent government advice we won’t be able to enter your house. If you are not displaying any symptoms of Coronavirus we will collect your product providing it is ready to collect by the entrance to your property.

If you are in self isolation due to yourself or a member of your household displaying symptoms we will be unable to collect the product. You have 100 days in which to return the product so we would ask you to hang on for a bit until you are no longer at-risk and out of isolation.

If the situation gets worse, will you stop delivering? Are you at risk of running out of products?

We’ll continue to deliver as long as we can do so safely. We are seeing unprecedented demand for some products (freezers, for example) which has led to some challenges with availability. However we will continue to work with our suppliers to offer the best possible range. We will only list for delivery any products that we have in stock in our own warehouse, or are in stock with our suppliers.

Will the latest Government advice affect my order?

Your order will remain unchanged, unless you have booked an installation or unpacking service. Unfortunately, we have suspended all installation and unpacking services – except installation of cooking products and American Fridge Freezers. If you’ve booked an installation or unpack that we can’t do, we’ll refund the cost of this.

We’re taking a sensible approach to the evolving situation with Coronavirus by following all Government advice to make sure we can continue to serve our customers and protect our people.

Whilst your order won’t change – bar installation – the delivery of your product will.

All deliveries will now be made to behind the main entrance of your home. If you have a shared entrance – such as if you live in an apartment block – this means we’ll bring it into your apartment, not just the front entrance to the building.

The only exceptions to this will be American Fridge Freezers which we will continue to deliver to the room of your choice.

If you have a recycling collection booked, you will need to bring your item to your door ready for us to collect, otherwise we won’t be able to remove it.

If you need to amend your order contact us on 0344 879 3483 to talk to one of the team who’ll be happy to help you.

Why are you only offering installation services on cooking products and American Fridge Freezers?

It would be dangerous to expect an unqualified person to fit a cooker; we will also continue to deliver and install American Fridge Freezers because these are too heavy and complicated for one person to manage themselves.

As such, these are the only installation services we are offering at the moment.

Are you collecting products if I want to return?

Yes – but you will need to bring your product to the entrance of your home and remain in another room whilst we collect your item.

Can I rebook my order and service?

Yes – if you need to rebook or amend your order contact us on 0344 879 3483 to talk to one of the team who’ll be happy to help you.

Who is classed as vulnerable and what is your approach to delivery and services for vulnerable individuals?

Our driver will call you ahead of your delivery to check to see if you’re self-isolating. If you’re physically unable to move your product from the entrance of your home, your driver will try to help. Our drivers will do their best to do what is right and appropriate under the circumstances. In these instances, your driver will continue to follow guidance on social distancing and hygiene to minimise any risk.

If I have booked an installation service which has been cancelled, can I amend or cancel my full order and get a refund?

Yes – to amend or cancel your order contact us on 0344 879 3483 and talk to one of our team.

Are you still offering Click + Collect services?

Yes, as it stands we are still offering Click + Collect services. A lot of the Collect+ locations are stores that will remain open, such as newsagents and pharmacies. We’re working with Collect+ to ensure that only open stores are available for you to select when you place your order, but you should double check that the store hasn’t closed temporarily.

Placing your order

How can I order?

Order here on this website or call one of our helpful sales team on 0344 879 3483.

When can I order?

You can order from the website at any time and our phone lines are open Monday to Friday 8am-10pm and Saturday to Sunday 8am-8pm.

Is it cheaper to order over the internet?

No, the price and service are the same. So do whatever works best for you. We do recommend you check the website for the latest prices as they can change.

How do I know if the appliance will fit?

We try and list the full dimensions for every product. If for any reason the product you want does not have dimensions, please call our advice line on 0344 879 3483.

* It is important to note that the product dimensions do not include any protruding features such as, controls and handles etc. Product dimensions represent the casing of the appliance only.

Whilst we try to be as accurate as possible, all sizes, weights and measurements quoted on this website are approximate. Images of the products shown on this website are for illustrative purposes only. We have made every effort to display all product colours accurately.

However we cannot guarantee that the image displayed on your monitor will accurately reflect the true colour of the product delivered to you. Please be aware that colours may differ between manufacturers.

Whilst every effort has been made to ensure that product specifications are correct on this website due to continual product development through research & design specifications may change without notice.

Can the prices change?

Yes they can. We will always do our best to offer you the best value available, that's why we suggest you check the website or speak to a member of our sales team for the latest offers and prices.

Can the prices change after I have made my order?

No. Once you have placed your order and we have issued an order number, the price is guaranteed.

When do you confirm that my product is available?

Product availability dates are displayed on the website for you to select a date that best suits you. You will then either receive a confirmation email or a member of our team will contact you within 48 hours to agree a convenient delivery day and confirm the stock is available.

Paying for your products

Which payment methods can I use to place my order?

You can use Switch, Visa, American Express, MasterCard or PayPal.

Is it safe to send my debit/credit card details over the web?

Yes. We encrypt your payment card details using industry standard SSL technology to ensure they are completely safe.

Will it cost me any extra to use PayPal?

No, PayPal is completely free.

Can I pay using PayPal over the phone?

No, PayPal can only be used on online orders, not telephone orders.

If I don't want to pay online what do I do?

Simply telephone our call centre on 0344 879 3483 and one of our advisors will be happy to process your order by telephone using your payment card.

Payment for your order

Authority for payment must be given at the time of your order. Payment will only be taken once we confirm stock availability, or once you have confirmed you are happy to wait for an out of stock appliance.

Can I pay with my Boots Advantage Card points?

Unfortunately you cannot spend your points on Boots Kitchen Appliances or any other third party retailers, please see Advantage Card full terms and conditions for more details.

Getting my delivery

How will my appliances be delivered?

Your goods will be delivered by our dedicated carrier service between 7am and 7pm.

Where can you deliver?

We will deliver appliances to any address within mainland UK. Unfortunately we're unable to deliver to Mainland Ireland, the Scottish Highlands and Islands, Channel Islands or the Isle of Man. Please note, deliveries to Northern Ireland are charged at £35 and aren’t eligible for any delivery promotions

Do I have to wait in all day for my delivery?

No. We will call or text you on the day of your delivery to confirm your estimated delivery slot. This will help you plan your day without having to waste time waiting around.

How long does it normally take for my appliance to arrive?

All appliances come from our central warehouse and you are able to select your delivery day when you checkout. Northern Ireland deliveries can take up to 14 working days.

Delivery lead times may vary depending on the appliance type, manufacturer or stock availability. Please check individual items for estimated delivery lead times. If for any reason this is not going to be the case you will be informed within 48 hours of placing your order.

What happens if you can't deliver?

Occasionally we may experience delivery restrictions in your area beyond our control. For example bad weather closing roads. We'll always try our best to deliver and if your order is affected we will block out those dates in your delivery calendar.

Can I delay my delivery?

Yes you can. Placing the order secures the price for you. We can then organise your delivery on a date that suits you.

What if I'm in a hurry?

Our next day delivery service is perfect if you need your items quickly. Please note, you must order before 6pm to select next day delivery and it’s subject to availability and regional restrictions.

Can I change a delivery date I have already agreed to?

Yes you can. We do however ask that you notify us at least 2 working days before your agreed planned delivery date. If you are not at home for a pre-arranged delivery then we reserve the right to recharge you to redeliver your order.

When I order more than one item, will they all be delivered at the same time?

Yes they will. It does not matter how many appliances you order or how many different brands you choose, they will all be delivered together.

Do you connect the appliances?

Yes we do. You can request that our delivery team connect your freestanding washing machine, washer dryer or dishwasher. This must be done at the point of order and a charge will be made for each item.

Connection can be carried out to an existing standard domestic appliance water connection situated within one metre of the appliances location and to a suitable existing 13 amp socket within reach of the appliance's power lead. Included in the connection will be the disposal of the transit brackets and a test of the appliance.

The delivery team will be unable to connect your new appliance if:

  • The old machine is not disconnected
  • Any electrical/plumbing supplies needed fail the delivery team's testing or are unsuitable
  • Any water supply needed cannot be isolated or is unsuitable
  • Any drainage/waste facilities needed are unusable
  • Mechanical adjustments are required to the appliance(s) to overcome such things as water pressure etc.
  • Alterations to existing plumbing and electrical are required

We connect all freestanding cookers, built in ovens and hobs. However some induction hobs can be trickier to connect due to the wiring required, and we will only be able to identify a problem like this when we arrive. If this happens, you may need an electrician to amend your wiring. We also install integrated fridge freezers. Unfortunately, this service is not available in Northern Ireland, Jersey, Guernsey and the Isles of Scilly.

Will you take away and recycle my old appliance for me?

Yes, we will. You can take out our Remove & Recycle service so our delivery drivers will take away your old appliance for recycling. The service starts from £15 and 100% of the cost of this service relates to safely transporting the product to our recycling plant. Under the WEEE regulations, recycling costs are borne by the product manufacturer. Appliance recycling must be arranged at the point of order.

All goods for collection and recycling must be disconnected from all water, electrical and gas supply in advance of the goods being removed. Please ensure your old appliances are emptied and fully defrosted where applicable.

We do not currently offer any disconnection service on gas or mains wired electrical products. All gas disconnections must be performed by a Corgi approved engineer. All mains wired electric cookers should only be disconnected by a qualified electrician.

Goods collected for recycling are deemed to have zero value.

Unfortunately at the moment this service is only available to certain UK postcodes (currently not available in Northern Ireland).

How do I know my appliances are in good condition?

All of our appliances are brand new and delivered packaged, straight from our warehouse. We recommend you unpack and check you are happy with the appliance as soon as possible. If you are not totally satisfied once you have unpacked the appliance please contact one of our team on 0344 879 3483.

What happens if I cancel my order?

If you cancel your order your payment card will be refunded in full. The refund will be completed within 24 hours; however this may take up to 5-7 working days to appear on your statement dependent on your card issuer.

When should I book my fitter?

We suggest you wait until your goods have been successfully delivered before you book a fitter.

Once I have my delivery

How can I check whether my tumble dryer is affected by the Whirlpool safety notice?

Whirlpool are offering customers who own certain tumble dryers made between 2004 and 2015 the opportunity to have it replaced or modified for free. If you own an affected appliance or think you might, please get in touch with Whirlpool on 0800 151 0905 to chat through your options, or find out more here. You can read the safety notices relating to Hotpoint and Indesit tumble dryers on the manufacturer websites. Please visit Hotpoint or Indesit for information on how to find the model and serial numbers and check whether your item is affected.

What do I do if I have a problem after my appliance has been delivered and connected?

We are here for you every step of the way, simply call our advice line on 0344 879 3483 and we will either resolve the problem for you over the telephone or we will organise for a manufacturer's engineer to visit.

How do I return goods that I do not want?

Call us on 0344 879 3483 and one of our advisors will arrange the collection for you. Your refund will be made within 14 days of collection of the appliance.

We'll also refund you the cost of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

Our 14 day cancellation policy also applies to any additional services you may have ordered. If you have ordered any additional services for a product then these will be automatically cancelled when the order for that product is cancelled, unless the service has already been performed. If you order an additional service and expressly choose for that service to be carried out within 14 days of order (by nominating your desired day of delivery or otherwise), then you are deemed to have waived your cancellation rights and we shall not be under any obligation to refund any charges paid for any such additional services.

What do you do with my personal information?

We respect your privacy. That's why we do not sell, rent or loan any identifiable information regarding our customers to any third party without your consent. Information given by you will only be used by or on behalf of AO Retail Limited.

What is the warranty offered on the products?

The warranty supplied with the goods is the standard manufacturer's warranty, in addition to your rights under the Sale of Goods Act. In most cases this is 1 year covering all parts and labour. In some instances this is extended by the manufacturer to 2, 5 and occasionally even 10 years.

Click here to read our full terms and conditions

WEEE Directive

What is the WEEE directive?

With effect from July 2007 the UK's Waste Electrical and Electronic Equipment WEEE Regulations require that all retailers both actively assist in delivering a UK wide WEEE collection infrastructure and encourage the participation of consumers in recycling electronic equipment. Producers of Electrical and Electronic Equipment (EEE) will be required to finance the collection, treatment, recovery and environmentally sound disposal of EEE at its end of life.

How does this directive affect me?

By taking part in this new directive you can expect that we will dispose of your old appliances in an environmentally friendly way. We will separate the Electrical and Electronic equipment from the normal waste that goes to landfill and send it to specific disposal centres that will treat it and dispose of it in an environmentally sound way.

What do I have to do?

If you wish for our delivery team to take away your old appliance they will do so on a like for like basis. You must however request this service at the point of ordering and ensure that all goods for removal and recycling have been disconnected from all water, electrical and gas supply in advance of the goods being removed.

What does the directive mean for the retailer?

We take our role as a responsible retailer very seriously and we always strive to do what we can to help the environment. We are recommended by the "Energy Saving Trust" as a retailer of energy saving appliances and actively encourage our customers to buy "Green". We are very keen to join the government and support the new WEEE Directive to help the UK become a greener place to live.

If I don't opt to have Boots Kitchen Appliances take my old appliance away does this mean it won't be disposed of correctly?

For those customers who have decided not to opt for our full recycling service we have contributed towards a fund which will help local councils to develop and improve their existing WEEE collection facilities. Not all council sites are able to collect all types of waste electrical goods. To find your nearest participating site and for advice on all aspects of recycling at home, please visit www.recycle-more.co.uk.

Alternatively if you wish to return your appliance to us with no charge then this can be accepted at our distributor's premises;

Expert Logistics
Weston Road
Crewe
Cheshire
CW1 6BE

Monday to Friday 10am to 4pm

Proof of your delivery will be required and they can only accept like for like items to those that were delivered.

What does the directive mean for the environment?

The development of this new directive will greatly help the environment. Instead of all the electrical and electronic equipment going to land fill it will be dealt with separately. The products will be treated and disposed of in an environmentally sound way, therefore reducing dramatically the amounts of Electrical and Electronic waste going to landfill.

Who are we?

The Boots Kitchen Appliances website is operated by;

AO Retail Limited
5a The Parklands
Lostock
Bolton
BL6 4SD
Registered Company No. 3914998

Use of information

AO Retail Limited respects your privacy. We will not provide your information to any other company without your consent, and you can unsubscribe at any time.

Depending on your response to the Data Protection questions, your personal details may be used, in analysis at an anonymous level by AO Retail Limited.

If you wish to review any of the data protection choices that you have previously made, please telephone 0344 879 3483.

Where can I read your full terms and conditions?

Easy, just click on the "terms and conditions" link at the bottom of each page.