Asda Direct - FAQs

ASDA & George Information and Services

Customer aiding information

Using the Website - Basics

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How do I register?
We'll ask you to sign in or register when you checkout, or you can do this at any time by going to Sign in / Register and follow the instructions for new customers.
Can I check prices without registering?
Yes, you can view all our products and prices without having to register.
Can I buy without an account?
For security purposes, you can't buy any products without an account.
How do I start shoppping?
You can start searching for products and adding items to your basket before you have an account. If you want to buy items, you'll need to register. We'll ask you to sign in or register when you checkout, or you can do this at any time by going to Sign in / Register and follow the instructions for new customers.
How do I sign in?
Go to Sign in / Register and sign in by entering your email address and password in the section for Returning Customers.
How do I sign out?
Once you are signed in, you can always sign out again by clicking on 'Sign Out' in the top right hand corner of the page.
What do I do if I've forgotten my email / password?
On the Sign In page you can click on Forgotten Your Password? to have your account details sent to you. If you have forgotten your email address you will need to register again. The website will tell you if the email address you're trying to use is already registered.
How do I search for products?

The search feature is available at the top of every page of our website. Type the word or phrase you are looking for and click the 'Go' button.

The website will then search all of the products currently available on the ASDA direct website. You will then see the products that most closely match your query.

Try to make your search as specific as possible. If you search for 'TV' several pages of results will appear and you may have to scroll through them all to find the item you want. However, by typing in 'LCD TV', you get results that more closely match your criteria.

Can I view items before buying?
You can't view items in person before buying them, but you can view all our products and prices on our website. If you have any questions about a product and can't find the information on our website, please call us on 0800 952 3003 (we are open between 8am and 8pm, 7 days a week. Calls are free from a BT landline, calls from other service providers and mobile phones may vary).
How do I get things into my basket?
When you view any product there will always be an option to 'Add to basket' if the product is in stock.
How do I save my basket?
Your basket will save itself for 24 hours. If you leave the site, any products in your basket will still be there if you sign in to the same account within 24 hours, even if you use a different computer.
How do I find my orders?
Once you are signed in you can click on My Orders in the top right hand corner of the page.
How do I delete an address?
Once you are signed in you can click on My Account and click on 'Change Addresses' in the My Address Book section to change or delete any addresses you've saved.
How do I change card details?
Once you are signed in you can click on My Account and click on 'Change Details' in the My Payment Details section to change or delete any card details you've saved.
How do I change account details?
Once you are signed in you can click on My Account to change any details about your address, payment or personal details like email address.
Why do you want my mobile number?
If you tell us your mobile number, we can update you on your order by sending a text message. Our customer service team will also be able to call you if they need to contact you about your order. Please see our Privacy Policy for details on how we protect the information you give us.

Using the Website - Technical Queries

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How do I unlock my account?
Your account can't be locked by using the wrong sign in details. If you've forgotten your password, you can click on the Forgotten Your Password? link. If you've forgotten your email address you will need to register again. Our website will tell you if the email address you're trying to use is already registered. If you're still having difficulty using your account, please call us on 0800 952 3003 (we are open between 8am and 8pm, 7 days a week. Calls are free from a BT landline, calls from other service providers and mobile phones may vary).
How do I reduce the quantity of an item in my basket?
Click on View Basket & Checkout, and enter the quantity you want to change in the 'Quantity' box. You can then click on 'Recalculate totals' to check the new total cost of your basket.
How do I create favourites?
It isn't possible to create favourites on our ASDA Direct site.
How long will an item stay in my basket?
Items stay in your basket for 24 hours. If you leave the site, any products in your basket will still be there if you sign in to the same account within 24 hours, even if you use a different computer.
Can I email my shopping basket to someone?
Due to website security you can't email your entire basket to another person. However, you can choose to 'share' a product or 'send to a friend', using the links above the product description on the product details page.
The offer is not being applied at the checkout - what do I do?
Call our customer service team on 0800 952 3003 (we are open between 8am and 8pm, 7 days a week. Calls are free from a BT landline, calls from other service providers and mobile phones may vary) and let us know. We can then place the order for you. If there is a problem with our website, we'll make sure it is fixed as quickly as possible.
What do I do if I've forgotten my email / password?
On the Sign In page you can click on Forgotten Your Password? to have your account details sent to you. If you have forgotten your email address you will need to register again. The website will tell you if the email address you're trying to use is already registered.
The address you have for me is incorrect - how do I amend?
Once you are signed in you can click on My Account and click on 'Change Addresses' in the My Address Book section to change or delete any addresses you've saved.
I can't find my address using my postcode - what do I do?
If your address can't be found you can enter it manually. Once you are signed in you can click on My Account and click on 'Change Addresses' in the My Address Book section to change or delete addresses.
How do I tell you my email address has changed?
Once you are signed in you can click on My Account and click on 'Change Email' in the My Payment Details section to change your email address.
How do I remove my order history?
You can't remove your order history. This is kept in the system for five years.
How do I unsubscribe from marketing emails?
Please click on the link to unsubscribe at the bottom of any marketing email you've been sent.
What do I do if your website crashes?
Call 0800 952 3003 (we are open between 8am and 8pm, 7 days a week. Calls are free from a BT landline, calls from other service providers and mobile phones may vary) and we can place your order and help with any technical issues.
Do you have a site map?
Yes, there is a sitemap. This can be found at the bottom of the page in the Here to Help section.
What does 'recalculate totals' do?
If you change any product quantities in your basket, please click 'recalculate totals' to update the total price shown.
I've spotted an error / typo, how do I let you know?
Call 0800 952 3003 (we are open between 8am and 8pm, 7 days a week. Calls are free from a BT landline, calls from other service providers and mobile phones may vary) and please let us know. This will be updated as quickly as possible.
Why does ASDA advertise some items on the front page of the website, and it's not on the website e.g. George items & dresses?
Sometimes the items that we advertise on the home page sell out so quickly we don't have a chance to change the home page straight away.
How / where can I share products online (social bookmarking)?
You can choose to 'share' a product or 'send to a friend', using the links above the product description on the product details page.

Ordering

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How do I order?
To place an order, add the products you want to buy to your basket and then click on 'View Basket & Check-out'. You'll be asked to sign in or register if you haven't done this already. You'll then be asked to confirm your delivery and payment details.
Can I place an order over the telephone?
Yes, you can call us on 0800 952 3003 (we are open between 8am and 8pm, 7 days a week. Calls are free from a BT landline, calls from other service providers and mobile phones may vary).
Can I remove an item from my order?
You can remove items from your basket before you place an order. Once you've confirmed your order you can't remove an item.
Can I order more than one product?
You can order as many different types of product as you like, as long as they're in stock. Sometimes we will limit the quantity you can buy of a certain product to make sure there are enough available for all our customers.
Is there an upper limit to the quantity of items I can buy?
Sometimes we limit the quantity that can be ordered for certain items. These are usually promotional items; we want to make sure all our customers benefit from our great offers.
Is there a minimum spend amount?
There is no minimum spend amount.
Can I amend an order I've placed?
Once an order is placed you can't go back and amend it.
How do I cancel my order or part of my order?
If your order has already been dispatched, we are unable to cancel your order. You can refuse to sign for the delivery; the items will then be returned to us and a refund processed. If your order has not yet been dispatched, we may be able to cancel the delivery if you call us on 0800 952 3003 (we are open between 8am and 8pm, 7 days a week. Calls are free from a BT landline, calls from other service providers and mobile phones may vary).
Why have I received an 'in stock' notification, but the product is still out of stock?
Sometimes orders are placed so quickly that the amount of new stock we can order isn't enough for all our customers.
I've placed an order for an item that isn't currently in stock - how long will it take to be delivered?
When we take an order for items that aren't currently in stock, we'll advise you of the despatch date. Depending on your location, our carriers will normally deliver within 2 to 5 working days once an item is in stock.
Can I order from an international location?
You can't order from an international location.
Can I pre-order?
Yes, some products can be pre-ordered. The product page will give you details of this.
Please can you resend confirmation of my order?
We can't send email confirmation but we can send a delivery note. Please call us on 0800 952 3003 (we are open between 8am and 8pm, 7 days a week. Calls are free from a BT landline, calls from other service providers and mobile phones may vary) for help.

Delivery - Arranging Your Delivery

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What are the delivery options?

Delivery information for every product is shown on the product page. Below is a list of the delivery options that will be available depending on the type of product:

Small/Medium products and George clothing 3 to 5 working day delivery FREE

2 to 3 working day delivery £2.95

Named Day Delivery £3.95

George and selected Small/Medium products Next Day Delivery £4.50

Larger Items 5 to 10 day Standard Service or Named Day Service £18.95*

Selected larger items Standard Service FREE or Named Day Service £9.95*

In Store Collection 2 to 3 day delivery to store FREE**

Unfortunately for some products we cannot deliver to Jersey or Guernsey and there are some areas of the country where we do not deliver, you will be advised of this during the checkout process. Also at this time we cannot deliver to British Forces Posted Overseas. *Islands and Northern Ireland will be charged £37.90

*Islands and Northern Ireland will be charged £37.90

**Delivery prices rolled back on 1000's of products & in store collect is free all July!

Can I add delivery instructions?
Yes, this option is available when you checkout. For many items you can ask for a delivery to be left somewhere. If a signature is needed you can ask for a delivery to be left with a neighbour.
When will I find out the delivery date?
We aim to deliver your order as quickly as possible; we can deliver most items within 5 working days. There may be some items that take a little longer and you can see the delivery timescales on the product pages.
How do you notify of delivery dates?
At the moment we can't do this. In most cases you will be given a tracking link when you place an order to check the delivery status. Once you are signed in you can click on My Orders in the top right hand corner of the page, select the item you want to track, click on View Order Details and select Click here To Track. This will then take you to our carrier page where you can see the progress of your order. Occasionally items are delivered by independent carrier so are not available to track.
Will I be notified when my order is shipped?
At the moment we can't do this. In most cases you will be given a tracking link when you place an order to check the delivery status. Once you are signed in you can click on My Orders in the top right hand corner of the page, select the item you want to track, click on View Order Details and select Click here To Track. This will then take you to our carrier page where you can see the progress of your order. Occasionally items are delivered by independent carrier so are not available to track.
When do orders arrive if they are ordered after midnight?
This depends on the delivery timescales for the items you've bought. You can see this on the delivery information on the product pages.
Can I change the delivery address before checkout?
Yes, you can change the delivery address before you've placed your order.
How do I deliver to a different address?
When you checkout your order it is possible to select any address in your address book or add a new address. You can change the delivery address at any time before the order is placed.
Will you deliver to a business / work address?
We can deliver to business addresses.
Do you deliver to the whole of the UK?
There are some areas where we can't deliver and you will be advised of this before your order is confirmed.
Can I get next / same day delivery?
We currently have a Next Day delivery service for selected items only. Delivery information for every product is shown on the product page. We can't deliver on the same day. Our cut off time to make sure your order can be delivered next day is 1pm.
Can items be delivered on a specific date or at a preferred time?
Certain items can be delivered on a specific date that you can choose – these are Named Day Deliveries. Some carriers can offer an am or pm delivery when they contact you (selected items only).
How much are your surcharges?
For Islands / N ireland there is an additional charge, which is £9.90 for small/medium products and £37.90 for large items.
What are Named Day deliveries?
Named Day Deliveries give you the option of selecting a delivery date which is suitable for you, including on Saturdays. This is only possible for selected products.
Is there an additional charge for a Named Day or Saturday delivery?

The charge for a Named Day Delivery is £3.95 for Small/Medium items.

The Named Day delivery price for larger items can be found on the product pages.

Why can't I select all item(s) for a Named Day or Saturday delivery?
This is not currently available on all products. You can check on the product pages whether this service is available.
Can I change my delivery date once I've picked it?
You'll need to give us a call on 0800 952 3003 (we are open between 8am and 8pm, 7 days a week. Calls are free from a BT landline, calls from other service providers and mobile phones may vary) and we'll try to change the delivery date.
Why do large items take 28 days for delivery?
Items that take 28 days for delivery are made to order. This means that once your order is placed, the item is made specifically for you.
What are the delivery timeslots?
There are no specific delivery timeslots.
Can I book a slot for Christmas?
Yes, this is possible for selected items where you can use our Named Day Delivery service.
Who are your couriers / carriers?
We use a variety of carriers for our different product ranges including HDNL, Hermes, DPD and Royal Mail.

Delivery - Receiving Your Delivery

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How do I track my order?
It's quick and easy to track almost all orders on our website. Once you are signed in you can click on My Orders in the top right hand corner of the page, select the item you want to track, click on View Order Details and select Click here To Track. This will then take you to our carrier page where you can see the progress of your order. Occasionally items are delivered by independent carrier so are not available to track.
What if the driver can't find my house?
All our carriers have the latest GPS technology and updates. If a driver has any difficulty finding your house, they will try to contact you for further details.
Do you take large items up stairs?
Our carriers will deliver your item(s) to the room of your choice.
Do you deliver to flats without lifts?
Yes, our carriers will deliver to your home and take your item(s) to the room of your choice.
What do I do if my delivery is late?
You can track and trace your delivery through the Asda Direct website and the carrier website. If your item(s) doesn't arrive on the selected delivery date, you will be contacted by the carrier and you can arrange a new delivery date. If you still need help please call us on 0800 952 3003 (we are open between 8am and 8pm, 7 days a week. Calls are free from a BT landline, calls from other service providers and mobile phones may vary).
Where is my delivery?
It's quick and easy to track almost all orders on our website. Once you are signed in you can click on My Orders in the top right hand corner of the page, select the item you want to track, click on View Order Details and select Click here To Track. This will then take you to our carrier page where you can see the progress of your order. Occasionally items are delivered by independent carrier so are not available to track. Please call us on 0800 952 3003 (we are open between 8am and 8pm, 7 days a week. Calls are free from a BT landline, calls from other service providers and mobile phones may vary) if you need help tracking an order.
What if my delivery doesn't arrive on the selected day?
If your item(s) doesn't arrive on the selected delivery date, you will be contacted by the carrier and you can arrange a new delivery date. If you still need help please call us on 0800 952 3003 (we are open between 8am and 8pm, 7 days a week. Calls are free from a BT landline, calls from other service providers and mobile phones may vary).
What if I am out when delivery is attempted?
If you aren't at home to accept delivery, the carrier will leave a card asking you to contact them and rearrange the delivery date. We can also leave your parcel with a neighbour and inform you by a card if this has been done.
Do I have to stay in to wait for my order?
If you are unable to stay in and wait for a delivery we can leave your parcel with a neighbour and inform you by a card if this has been done.
Do you leave items in a secure place without a signature?
We will leave your item(s) at a secure location of your choice or with a neighbour. It's always better to have a signature as proof of delivery. If our carrier can't get a signature for the delivery, they will post a card through your letterbox to say where the parcel has been left. We recommend you contact the carrier to let them and us know you have received your purchases.
Will the driver call in advance?
For items which need two people to deliver them, our driver may call before they arrive to check you are home. For smaller items we don't call ahead.
Will I get a delivery note?
Yes, our carriers will provide you with proof of delivery
If I order multiple items can I choose if they arrive together or quickest first? What happens normally?
We use a number of different carriers to make sure items are delivered as quickly and efficiently as possible. This means that depending on the type of items in your basket, they may arrive together or at different times.
Will you deliver to more than one address?
Yes, when you order more than one item at the same time they can be sent to different addresses. To do this click on 'Multiple addresses' when you are on the Delivery address page during checkout.
Do you install when you deliver?
We don't offer an installation service.
Will you take away old appliances?
Currently, we don't offer this service.
Do I need to sign for delivery?
No, we will deliver without a signature. However, it's always better to have a signature as proof of delivery.
Can someone else sign for my order?
Yes, someone else can sign for your delivery. If you aren't at home when we call to deliver we will try to leave your item(s) with a neighbour.
What happens if items won't fit through the door?
If items can't be taken into your house because they don't fit through the door, they will have to be taken away again by the carrier. If this happens the order will be refunded.

Returns and Refunds

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What do I do if I've been sent the wrong product?
Please follow the instructions on your delivery note for returning products. If you need any help, please call us on 0800 952 3003 (we are open between 8am and 8pm, 7 days a week. Calls are free from a BT landline, calls from other service providers and mobile phones may vary).
How long do I have to return an item?
You are able to cancel your order within 28 days after delivery to your home or to your local ASDA store using In Store Collection. You must cancel your order either in writing, by email or by telephone. You can call us on 0800 952 3003 (we are open between 8am and 8pm, 7 days a week. Calls are free from a BT landline, calls from other service providers and mobile phones may vary). To return an item, please follow the instructions on your delivery note. Please make sure items are well packaged if you return them, as damaged items can't be accepted. You'll be charged the cost of the initial delivery unless you cancel your order within 7 working days, starting the day after the date of home delivery or collection from store if using In Store Collection.
What if I've ordered the wrong product?
You are able to cancel your order within 28 days after delivery to your home or to your local ASDA store using In Store Collection. You must cancel your order either in writing, by email or by telephone. You can call us on 0800 952 3003 (we are open between 8am and 8pm, 7 days a week. Calls are free from a BT landline, calls from other service providers and mobile phones may vary). To return an item, please follow the instructions on your delivery note. Please make sure items are well packaged if you return them, as damaged items can't be accepted. You'll be charged the cost of the initial delivery unless you cancel your order within 7 working days, starting the day after the date of home delivery or collection from store if using In Store Collection.
What do I do if my product is missing parts / damaged / faulty?
If you collected your item in store then you can return it to any ASDA store for a refund or exchange. If your delivery was posted to you then please complete the delivery note and return it to the address given on the note. If your order was delivered to your home then please call us on 0800 952 3003 (we are open between 8am and 8pm, 7 days a week. Calls are free from a BT landline, calls from other service providers and mobile phones may vary) and we will arrange a refund or exchange. For bundles you must return all the items in the bundle. Please call us on 0800 952 3003 to enquire if we have spare parts available.
What do I do if I have an item missing from my order?
Please call us on 0800 952 3003 (we are open between 8am and 8pm, 7 days a week. Calls are free from a BT landline, calls from other service providers and mobile phones may vary) to report missing items.
What if I've changed my mind about an order?
If you've changed your mind you can return your order within 28 days. Please follow the instructions on your delivery note for returning products. If you need any help, please call us on 0800 952 3003 (we are open between 8am and 8pm, 7 days a week. Calls are free from a BT landline, calls from other service providers and mobile phones may vary).
What if my item doesn't fit?
Please follow the instructions on your delivery note for returning products. If you need any help, please call us on 0800 952 3003 (we are open between 8am and 8pm, 7 days a week. Calls are free from a BT landline, calls from other service providers and mobile phones may vary).
What if my item doesn't match the picture online / in the catalogue?
Please follow the instructions on your delivery note for returning products. If you need any help, please call us on 0800 952 3003 (we are open between 8am and 8pm, 7 days a week. Calls are free from a BT landline, calls from other service providers and mobile phones may vary).
I need to return a large item, can it be collected?
Yes, if the item is too big to be sent back by post we can collect it from you. Please follow the instructions on your delivery note for returning products. If you need any help, please call us on 0800 952 3003 (we are open between 8am and 8pm, 7 days a week. Calls are free from a BT landline, calls from other service providers and mobile phones may vary).
When will I get my refund?
Once we have received a returned item, It can take 7-10 days from that date for a refund to show in your account. If you've waited more than 10 days, please call us on 0800 952 3003 (we are open between 8am and 8pm, 7 days a week. Calls are free from a BT landline, calls from other service providers and mobile phones may vary).
What do I do if I haven't received my refund?
Once we have received a returned item, It can take 7-10 days from that date for a refund to show in your account. If you've waited more than 10 days, please call us on 0800 952 3003 (we are open between 8am and 8pm, 7 days a week. Calls are free from a BT landline, calls from other service providers and mobile phones may vary).
If an item for return is being collected, do I need to disconnect it?
Yes, you need to make sure that the item is ready for collection when our carrier arrives. This means it must be disconnected and securely packaged.
Can I exchange my product?
Please call us on 0800 952 3003 (we are open between 8am and 8pm, 7 days a week. Calls are free from a BT landline, calls from other service providers and mobile phones may vary) and we will arrange an exchange with you.
Can I return products to store?
Yes, as long as you take your order details with you to the store. Larger items will need to be collected e.g. fridges, wardrobes
How will my money be refunded?
Any refunds will go to the credit or debit card you used to pay.
What happens if I arranged a collection but no-one has come to collect my item?
Please call us on 0800 952 3003 (we are open between 8am and 8pm, 7 days a week. Calls are free from a BT landline, calls from other service providers and mobile phones may vary) and we will be happy to help you.
Where do I send returns to?
If you need to return an item, the returns address is found on the back of the delivery note.

Pricing Queries

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I've ordered more than one item - what delivery charges will I get?
We will only charge you one delivery charge per delivery address on your order. If you've ordered more than one item to the same address, you only have to pay for delivery on the item with the highest delivery charge. If you return this item you will be refunded part of the delivery charge. This is worked out based on the second highest delivery charge on your order.
How do I claim a colleague discount?
A colleague discount isn't available when you shop online.
Do you offer discounts or vouchers for students, NHS, armed forces, bulk or trade sales?
We don't offer any discounts or vouchers of this type.
How do I view promotions?
Promotions can be seen throughout the site, we also have Offers and Clearance departments from time to time.
Price match policy with stores?
Prices online can be different to prices in store, and there is no price match policy.
What happens if I place an order and the price changes?
If a price changes after you place your order, there will be no change to the amount you've paid. If a pricing error is found within 14 days of you placing an order which has not yet been delivered, we will try to contact you. You will be able to cancel your order and you can choose to place a new one at the correct price. If we are unable to contact you the order will be cancelled. Any payments made for a cancelled order will be fully refunded.
Can I get free delivery?
From time to time we offer free delivery on specific items. For some items you can get free delivery if you spend over £25 and choose to collect in store (selected items and stores only)
What if I've been charged incorrectly?
Please call us on 0800 952 3003 (we are open between 8am and 8pm, 7 days a week. Calls are free from a BT landline, calls from other service providers and mobile phones may vary) and we will help you.
Why do prices differ from the catalogues?
We don't currently provide a hard copy catalogue. Our entire product range can be found online and the website will always show our current prices.
Why do prices differ from in store?
Prices can sometimes differ because of online or in store promotions.
Why do I pay £18.95 delivery charge for certain items?
Items that cost £18.95 for delivery are large enough to need 2 people to carry them, and will also use more fuel to deliver. The delivery charge goes towards the cost to deliver larger items. Selected larger items are now free for standard delivery, please see the product page to check delivery options.
How do I get a VAT receipt?
Please call us on 0800 952 3003 (we are open between 8am and 8pm, 7 days a week. Calls are free from a BT landline, calls from other service providers and mobile phones may vary) and we will help you.
Do prices include VAT?
All prices are inclusive of VAT (where applicable) at the current rate.

Making a Payment

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What do I do if my card number isn't accepted?
If your card details aren't working, please contact your bank/building society.
How do I get a copy of my receipt?
Please call us on 0800 952 3003 (we are open between 8am and 8pm, 7 days a week. Calls are free from a BT landline, calls from other service providers and mobile phones may vary) and we will help you.
Can I buy now pay later?
You must pay in full when an order is placed.
What are the payment methods available?

We accept Asda Credit Card, MasterCard, Delta, Maestro, Visa, Visa Electron and American Express. We reserve the right to change these without notice.

Payments are taken in a secure environment and we take every reasonable care to protect your details.

You are responsible for payment of all orders placed using your user name and password.

Can someone else pay using my log in details?
You are responsible for payment of all orders placed using your user name and password. For your own security, you should not give out your login details.
Can I use more than one voucher / payment method?
You can only use one payment card at a time. You can add an e-voucher to any order if you have one available. Once you are signed in you can click on My Account and check the E-vouchers section to find out the balance of any e-voucher you have.
Is there a charge for paying by card?
There is no charge for using any type of payment card.
Can I pay with a gift card / vouchers?
Once you are signed in you can click on My Account to check the balance of any e-vouchers you have. E-vouchers you want to use on your order can be added when you checkout
Can I pay with a card registered outside of the UK?
You can only pay with cards registered within the UK.
What if I was promised an eVoucher but haven't received it?
Please call us on 0800 952 3003 (we are open between 8am and 8pm, 7 days a week. Calls are free from a BT landline, calls from other service providers and mobile phones may vary) and we will help you.
What if my eVoucher hasn't worked?
Please call us on 0800 952 3003 (we are open between 8am and 8pm, 7 days a week. Calls are free from a BT landline, calls from other service providers and mobile phones may vary) and we will help you.
Do you accept paypal / cash on delivery or collect?
We only accept payment by credit or debit card at the time of placing your order online.
At what point is money taken from my account?
Payment is taken from your bank account as soon as the order is placed.
What is Verified by Visa / MasterCard SecureCode?
This is an extra level of security to make sure no-one else can use your card to pay online.
How does Verified by Visa / MasterCard SecureCode work?
When you use your card to pay online, your bank will ask a series of security questions through our website to confirm who you are. If it's the first time you've used this service, you'll be asked to set up security details.
How do I register for Verified by Visa / MasterCard SecureCode?
If you've never used this service and try to place an order, you'll be able to follow the instructions to register.
What if I have a problem with Verified by Visa / MasterCard SecureCode?
Please contact your bank or card issuer with any problems you're having using this service.

In Store Collect Queries

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How do I use In Store Collect?
When you select In Store Collect you will be asked to enter your post code. This will show a list of the nearest stores, and you can pick the store you want to collect your order from.
Why are only certain items available to collect in store?
Some items can't be collected in store because they're too large or heavy for stores to make sure they are safely stored for you.
Do I need identification to collect in store?
You'll need your order confirmation and the card you paid with.
Can someone collect in store on my behalf?
Only the person who placed the order can collect it, as you must show your order confimation and payment card.
Can I use In Store Collect for any store?
Yes you can.
Can I pay on collection?
You can't pay on collection. You must pay in full when an order is placed.
How much does In Store Collect cost?

Delivery information for every product is shown on the product page. Below are the delivery charges for Instore Collection:

Larger Items 5 to 10 day Standard Service or Named Day Service £18.95*

Selected larger items Standard Service FREE or Named Day Service £9.95*

In Store Collection 2 to 3 day delivery to store FREE**

Unfortunately for some products we cannot deliver to Jersey or Guernsey and there are some areas of the country where we do not deliver, you will be advised of this during the checkout process. Also at this time we cannot deliver to British Forces Posted Overseas.

*Islands and Northern Ireland will be charged £37.90

**Delivery prices rolled back on 1000's of products & in store collect is free all July!

How long do you hold items in store before returning them?
You have 14 days to collect your order. If you are unable to collect within this time, please call us on 0800 952 3003 (we are open between 8am and 8pm, 7 days a week. Calls are free from a BT landline, calls from other service providers and mobile phones may vary).
Can I check in store stock?
Many of the products sold on our website are not available in store, so they may not have any existing stock. In Store Collect orders are delivered to your local store by a carrier. If you want to buy a product directly from a store, you can contact them to ask about what they sell. Store contact details can be found on the Store Locator.
Can I order in store?
We currently don't offer this service.

Product Queries

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Can I connect my own appliances?
Yes, we don't offer an installation service.
Can you send out samples e.g. swatches, test pots?
We can't send out any samples.
How do I get product advice?
Product information can be found on the product pages. We also have buying guides on the website. If you need any help, please call us on 0800 952 3003 (we are open between 8am and 8pm, 7 days a week. Calls are free from a BT landline, calls from other service providers and mobile phones may vary).
Are there buying guides?
Yes, we have buying guides on the website. They can be found at the bottom of the page in the Here to Help section.
Are products the same in store as online?
In most cases we have a wider range of products online than in store, and the products we sell online are not always the same as in store. If you want to buy a product directly from a store, you can contact them to ask about products they sell. Store contact details can be found on the Store Locator.
Do you recycle old appliances?
We don't recycle old appliances.
Can you send out spare parts / manuals?
Please call us on 0800 952 3003 (we are open between 8am and 8pm, 7 days a week. Calls are free from a BT landline, calls from other service providers and mobile phones may vary) to ask if we have the spare part or manual that you need.
How do I get manufacturer contact details?
If you have a query for a manufacturer, please call us on 0800 952 3003 (we are open between 8am and 8pm, 7 days a week. Calls are free from a BT landline, calls from other service providers and mobile phones may vary). We can't give out manufacturer details but we can contact them on your behalf.
I have product codes for furniture items and they cannot be found on the website?
Our range changes all the time and sometimes this means our item numbers change as well. If you can't find an item using the product code, try typing the product name into the 'Search' box at the top of the page. If no results are found, this may mean that the product is no longer sold.
Are items sold assembled?
All of our furniture items are self-assembly.
What accessories come with the product (SIM / operating system etc.)?
Details will be given on the product description.
What guarantees / warantees do you offer?
We provide a one year guarantee. We do not offer a warranty.
What if a product on promotion is out of stock?
We always recommend that you order early if you want a product which is on promotion. Occasionally we can't get enough stock for all the orders our customers want to place. If we are getting more stock then we will take your order with a future delivery date.
How do I cancel stock notifications?
Once you are signed in you can click on My Account and click on 'Change Details' in the My Notifications section to cancel or amend any stock notifications you've set up.
When will an item that I am wanting be back in stock?
If an item is out of stock you can ask for a text or e-mail to be sent once it's available, by using the link on the product page. This is for selected items only.
How do I request an engineer?
Please call us on 0800 952 3003 (we are open between 8am and 8pm, 7 days a week. Calls are free from a BT landline, calls from other service providers and mobile phones may vary) and we'll try to help.
Can I get items repaired?
On certain items we can arrange a repair. Please call us on 0800 952 3003 (we are open between 8am and 8pm, 7 days a week. Calls are free from a BT landline, calls from other service providers and mobile phones may vary) and we can let you know.
Do you offer a gift wrap service?
We don't offer this service
Can I set up a wedding gift list?
We don't offer this service
Do you offer a glass hire service?
We don't offer this service

Useful Information

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How do I contact you?
Please call us on 0800 952 3003 (we are open between 8am and 8pm, 7 days a week. Calls are free from a BT landline, calls from other service providers and mobile phones may vary).
Can I get a copy of your catalogue?
We don't currently provide a hard copy catalogue. Our entire product range can be viewed online.
How do I give feedback or leave a review?
You can leave a review on any product page by clicking on the 'Write a review' link under the product name at the top of the page.
What are your T&Cs?
Please click here for our Terms & Conditions
What is your Privacy Policy?
Please click here for our Privacy Policy
What is your Security Policy?
Please click here for our Security Policy
What copyright information do you have about this website?
Please click here for copyright information
How do I buy groceries?
If you visit our Home Shopping site you can order groceries for delivery