Frequently asked questions
Customers purchasing a kitchen or bathroom often order other products such as appliances or tiling which come directly from our suppliers.
Please be aware that if other products have been ordered there will be separate deliveries that may not arrive on the same day but our Project Manager will discuss this with you during your Introduction call.
Our suppliers will contact you directly to book the delivery of other products
You may choose a day but this may extend your delivery lead time. Times cannot be specified as this will depend on the routes of orders for that specific day
Delivery dates can be changed up to 7 days before delivery
Your Installer will check all products when they arrive at your property. They will also take ownership of ordering the items required if damaged or missing.
You will need to inform us 7 days after you received of products
If a replacement product is required due to damage or missing, do I have to be present to accept delivery?
Yes, we cannot leave any products without being signed for but your installer will usually be present to accept any deliveries on your behalf.
Unfortunately amendments to orders cannot be made once the order has been placed without cancelling the original and starting the order again. This isn't a problem, but the lead time will start again from the point of re-order.
Most of our ranges can be viewed in store prior to purchasing. The products ordered are non-returnable for reasons of choice.
Delivery dates and installation dates can be changed up to 7 days before delivery but due to our installers diary you may have to wait a further six weeks to reschedule your installation.
Our deliveries fail very rarely however if the delivery fails due to the fault of Homebase, you will be contacted and re-delivery will take place within 3 days of the fail. If the delivery fails due to the customer not being home, a re-delivery may take up to 7 days to re-arrange. Your Project Manager will liaise directly with your installer and you to ensure will resolve timely so not to affect your installation date.
The lead time of our kitchen is based on the time taken to manufacture the product, pack, pick and transfer the product from our suppliers in Darlington to the local warehouse for delivery. Our deliveries are then planned around the arrival of this stock into the warehouse. We then have to take in consideration the availability of our installers.
Our installation service offers a comprehensive measure and pre-order check. Once your order has already been placed, you may still take up the offer of installation but we will need to visit your home and complete our measure checks. Visit your local store to discuss
You can contact our customer services team on 0845 600 2420