Frequently Asked Questions
This page contains some Frequently Asked Questions from our customers. We will update this list regularly to help you, the customer.
No. We must always have a signature on delivery to prove that your order has arrived in good condition.
This is the most popular question we get from customers and often one that is asked before their order is processed.
Quite simply, when you placed your order with us the product page indicates the delivery time frame at that time.This is mostly accurate however for non-stock appliances we have to rely on the manufacturer to send us the products on time. Most times the manufacturers are very good at delivering to us however there are times when they cannot due to various reasons. In this case, we let you know of any delays as soon as we're alerted to them by the manufacturer.
In stock items are delivered very quickly, 1-3 working days for Parcels and 1-5 working days for larger appliances.
This is a question we should get asked more often, but we only find out on the day of delivery... when it is too late.
For small appliances and parcels this is not a problem as the courier company would simply carry the appliance up
However, for larger appliances although all our deliveries use a 2-man service there are health and safety regulations which the drivers must follow. If there is a lift and ample space to put the appliance inside then the answer is yes. If however, there are stairs involved it is down to the drivers to ascertain whether there is a health and safety risk involved.
Difficult deliveries, along the lines of huge Side-by-Side American fridge-freezers or Range Cookers, to upper floor or basement flats may not be possible at all.
Before you order your larger appliance, please ensure that it will fit through the doors or stairwell in your property.
Please remember, failure to inform us of difficult deliveries would mean we have to pass on the cost of the delivery to you
Nationwide - our couriers can install all Free Standing Washing Machines, Tumble Dryers and Dishwashers. The option is available when you add the appliance to the basket
Within London and Hertfordshire we can do more complicated installs as we have our local vans and staff who are more trained. If you require a Gas Install please contact us prior to placing an order as availability of Gas Engineers is always limited. All other installs, the option can be selected in the basket.
Please note: Sometimes we may not be able to attempt install and delivery at the same time due to Engineer availability.
Products can be collected from our warehouse in St. Albans by prior arrangement only. The collector must be the person who ordered the product(s) as we need to confirm the card details with them. Photo ID is also necessary.
Yes we can collect your old appliance for you upon delivery of the new. Simply chose the option during checkout. We don't offer this service for smaller appliances sent via Royal Mail or a Parcel courier.
Any delivery address that involves crossing water by boat is outside our normal delivery area. So the answer is NO. This includes destinations such as the Channel Islands, Isle of Man, Isle of White, the Shetlands, the Orkneys, the Falklands, Northern Ireland, Ireland, mainland Europe, the USA & Canada, Nigeria, South America and so on.
No. Replacing your order could mean you end up ordering another one of the same and paying twice. Your best option is to contact us to sort out the problem.
Providing you have not placed two identical orders then the reality is we haven't. Your bank is telling you that they have authorised payment twice but this is not the same as us taking the money twice.
If your order did not process correctly, for a reason such as an address error, then your bank will have authorised payment but our security system will have stopped the payment completing. You are then in an awkward situation of having the payment showing as taken from you account and will remain so for in excess of 36 hours until the authorisation expires and the money returns.
In the meantime, you will have contacted us to correct your address details and we would try to take payment again. It is at this point your account will show two payments taken but, be assured, one of them will credit back.
We take the security of our customer's details very seriously and have many safeguards in place.
Customer's payment details are not accessable from the Internet and if we are presented with stolen or even suspect card details then we have a number of pro-active systems that will attempt to block money being taken from that card.
We accept most credit cards except American Express (AMEX) cards.
We also accept Bank Transfers to our account - if you require this please let us know.
It has always been the case that the more you buy, the cheaper the items. This is how wholesale prices work. At Appliance Planet, we can pass on these discounts to you if you buy in quantity. The discount amount varies from manufacturer to manufacturer and product to product so we cannot state an exact amount without knowing what products you are buying. We will give a discount based on items bought and the delivery postcode.
Appliance Planet welcomes purchase orders from businesses, charities, government organisations and so on. Be aware that in most cases we will still require payment with order unless you are AAA+ Blue Chip. We can prepare quotes and send you a pro-forma invoice if necessary. Also, do note that domestic appliances bought for use outside of the home are not covered by the warranty offered by the manufacturer.
Product Return / Cancellation
You can return goods to us but have to inform us within 7 working days of delivery for a full refund minus any collection costs. The goods must be in unused condition and with original packaging and we will arrange a collection within 7 days of you informing us. For small accessories you may return the goods to us using your own method of transport if you wish.
You can still return goods within 30 days of delivery providing they are unused, not installed, not custom made and the packing is intact. However we charge up to 25% Restocking Fee depending on the size of the product + A Collection Charge.