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.
There is no such thing as a free delivery although many companies will lead you to believe this. Any item for delivery will accumulate costs through handling, storage, transportation and so on. Therefore, companies that claim free delivery will have included these costs in the price of the item.
Now, with the increasing costs of fuel, road tax, Congestion and Low Emission Zone Charging, delivery costs are increasing at a greater rate than inflation.
Here at Appliance Planet, we try to offer you the lowest possible price and so we add cost of delivery onto your order.
The cost of delivery varies and depends on the size and number of items in the delivery, the area the delivery is to and the means of delivery. Our advanced computer system optimises the best and lowest cost means such that some items may arrive by parcel rather than going on to the van or lorry that will deliver the larger appliances - this can work out cheaper than if all came together.
Our delivery methods include home delivery direct from the manufacturer, couriers for both small and large items, and our own van service covering London and surrounding counties.
This is the most popular question we get from customers and often one that is asked before their order is processed.
Delivery times can be from next working day to two months or more! It all depends on what you have ordered - some appliances are built to order and this takes time.
If we have the item in our stock, then delivery will be quick. Small items that can go by parcel will be with you within 3 working days, or Next Working Day if you choose to pay the premium.
Larger item delivery times will vary on destination. Deliveries local to our warehouse in St. Albans will be with you within 7 working days. Although our vans cover London and surrounding counties, the farther out you are limits the days we have a van in your area.
For example, if you live near Tottenham or Arsenal then we have a van in your area daily, but if you live near Windsor or Buckingham Palace, then we are only out your way once a week (sorry ma'am).
If an item is not in stock and it is for a local delivery, then we will have to order it in from the manufacturer. This can taken between 3 and 7 working days providing they have it in stock. Delivery from our warehouse will then be as quickly as possible.
For deliveries outside our area, we will rely on the manufacturer's own delivery service if they have one. Delivery times for these services can also be from 3 to 10 working days depending on the manufacturer and area the appliance is going to.
When manufacturer's do not have a home delivery service or, if they do, an expensive one, then we will deliver using a large appliance courier. This can take up to 3 weeks as we have to wait for delivery from the manufacturer before organising the courier to collect and transport to you... and you have to be available for when the courier is in your area - not the other way round!
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.
To keep your costs down, we often deliver using one man and that is why we state that deliveries are to ground floor only. This is especially true of all our parcel deliveries and most of our warehouse deliveries to outlying parts of Greater London and the Home Counties.
If you require delivery to an upper floor and there is no lift, then we will need to send a two man delivery team. This may incur an additional charge.
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 by ourselves at all.
Before you order your larger appliance, please ensure that it will fit through the doors or stairwell in your property. We have had requests to deliver items into seemingly impossible places and our delivery team is not comprised of ex-marines trained for the Royal Tournament (for those of you who remember the gun carriage race).
In these situations, we recommend you employ the services of a specialist, such as equipment or piano movers, who are used to hoisting large loads up through top floor windows or down lightwells into basements.
We can only install machines if delivered by our own van service - ie London and the surrounding home counties. Cost is dependent on the machine being installed and if it is freestanding or built-in. For example, for a freestanding washing machine we charge £30 and built-in is £70 but in both situations there must be the relevant plumbing and electrical connections in place - we cannot redesign your kitchen for you!
If a machine stops halfway into a wash then there may be a simple reason. Sometimes it is due to an imbalance in the load, so the machine refuses to spin. Turning the appliance off at the wall and then resetting the program and restarting can clear the fault allowing you to empty the machine. Otherwise it may be some mechanical or electronic problem that usually needs the attention of an engineer.
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.
At present we only offer collection in the area serviced by our own delivery vans or if the facility is available by a manufacturer's home delivery team. There is a cost involved and it is dependent of what we are recycling. Fridges cost more to dispose of than other white goods. If we can offer you the service, then the option is presented via the shopping basket system on our website.
Alternatively, you are welcome to bring the item for recycling to us at any of our stores providing you are disposing of like for like - washer for washer, fridge for fridge - and have already bought the replacment item from us - we will need to see your receipt.
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.
On very very rare occasions, a software error will occur due a to power outage or a fault in the telephone data communications between ourselves, our bank and your bank and the system may unfortunately charge you twice. However, as soon as we are notified of this by yourself - with proof such as a printed copy of your statement - or our bank, then we will refund you straightaway.
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.
Sorry, we do not accept American Express (AMEX) cards at present.
It has always been the case that the more you buy, the cheaper 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 percentage varies from manufacturer to manufacturer and product to product so we cannot definitely say 5% or 10% or so on. We will give a discount based on items bought, delivery costs and if we like you or not... so please be nice to the salesteam :-).
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.
We are able offer a connection service for both gas and electric cookers - providing the services are already in place - in Hertfordshire and the North/North-West London area only.
Outside of this area, you will have to get a qualified electrician or CORGI registered gas fitter in order to meet the latest regulations.
Most Rangemaster hoods are of the chimney design and therefore vent from the top of the motor unit, and this is true of all chimney-style hoods. The vent outlet is 5" or 125mm in diameter. The tall flue section covers this connection and allows space for the ducting to go up and out through the external wall. The Glotech GT51 ducting kit should be adequate for what you intend to do.
Although we can send you some information, as we have a few brochures to hand, in-depth info is best sought direct from the individual manufacturer websites.
Alternatively, there are a number of consumer sites with reviews of products as well as reviews posted by Appliance Planet buyers on a product page. These may help you make up your mind.
Thanks for your question, but unfortunately you do not tell us which hob you need the size for!
Hobs are specified as 60cm or wider. The actual cut-out in the worktop will be slightly smaller and manufacturers will specify a minimum distance between the rear edge of the hob and the wall or splashback if fitted. To find out the correct cut-out size, always contact the manufacturer directly if you need these dimensions before your hob arrives.
Neff offer the following advice: "Frequently scrubbing the supports is very effective but you can also use Cif or Fairy Power Spray. Do make sure that the supports are thoroughly dried after cleaning to prevent rusting."
Manufacturer's will confusingly use the term 'unbranded' to describe an item in their product range that does not have their badge or logo on it. AEG-Electrolux and Rangemaster cooker hoods are two examples.
|AS29GL, AS30GL, AS32GL||1||C1|
|BT06.6ME||1||E2 (1 E1 pre 2007 models)|
|BT34.1SS, BT36Ss, BT39SS||1||C1|
|BT80GL, BT82.1SS, BT83, BT85||1||C1|
|BT98SS||1||KFI11 includes C1|
|CAN54SS, CAN75.1SS, CORNER||2||UCF1|
|F60.2/F70.2/F90.2||2||S1 (073 serial numbers onwards require ST1)|
|ISL4SS||1||KFI12 includes C1|
|P10SS, P14SS, P15SS, P20SS, P25SS, P30SS, P31SS||1||SCS14|
|PI1SS, PI2GL, PI2SS||2||SCS13|
|SEGRETO||N/A||comes with filter|
|STD6.2 WH + SS||1||SF11|
|H1 CAN BE SUBSTITUTED FOR S1 CARBON FILTERS|
|S1 CAN BE SUBSTITUTED WITH UCF1 CARBON FILTERS|
This is a question for Creda as we do not have the information to hand. Contact them on 08704 284266.
No. A wine cooler is designed for long term storage of wine at the ideal temperature of 12 degrees Celsius give or take two. Milk and other cold drinks are best stored at about 4 degrees.
The white colour is the protective film that prevents the stainless steel underneath from being scratched or marked. Just peel this covering off from a corner to reveal your product in its full glory.
This particular appliance is wired directly into the mains in a similar fashion to an electric cooker as it draws more power than a conventional tumble dryer. You will need a qualified electrician to install it and there may be the expense of having a dedicated cable run from the fusebox as a suitable supply.
If 'Gas Cylinder' is ticked, it means that the cooker is adaptable to LPG - liquid petroleum gas or low pressure gas - as a kit is supplied to allow connection to a cylinder or is available as an optional extra.
If an appliance is described as LPG in the main description line, then it is LPG ONLY.
It is best to assume any gas appliance does not have FFD - flame failure device - or FSD - flame safety device - at present. If it does, then our description will include FSD in the title.
To be sure, contact the manufacturer.
We are the Internet trading arm of Glotech, an established High Street retailer in North Finchley, London, and St. Albans - full addresses can be found on our website.
Internet prices are not available in the retail showrooms.
Many manufacturers have user manuals available for download from their websites. Check under Service or Support or Downloads.
Alternatively, contact the customer support phone number for the manufacturer. Again, this will be found on their website or you can phone or email us for this number.
Please do not ask questions such as:
"Where is my delivery?" or
"Do you install?" or
"How much is delivery?" or
"Do you take away the old appliance?"
in this FAQ area.
We do not know where or who the question is from, so if it regards your order, contact us by phone or email. If it regards delivery costs or other services, again, contact us by phone or email because the answer will depend on what product(s) you are ordering and where you live.
At present, the answer is no, but we are looking into this. You can purchase an extended warranty independently from insurers such as Domestic & General.
Product Return / Cancellation
Yes. You must tell us that you want to return goods within 7 days of delivery for a full refund. The goods must be in unused condition and with original packaging. We can arrange for collection, although this is chargeable.
After this period of time, we accept goods back at our discretion and may charge a restocking fee.