FAQs
Orders & Delivery
Can I place an order over the telephone?
Yes, you can place an order over the telephone. Please contact our customer service team using our free number 0330 123 0001 and select option 1.
Do I need to register an account or can I check out as a guest?
You don’t need to register an account; you can check out as a guest. However, we will need to verify your email address using a one-time code before you can place an order.
How can I change or cancel delivery options after placing an order?
To manage your orders (e.g. amend or cancel), please call us on 0330 123 0001 and select option 2. Please note that, for security reasons, we cannot change the delivery address once an order has been placed. If you cancel the order after it has been dispatched, delivery charges will still apply.
Why might my order be cancelled or not submit properly?
If your order isn’t submitting properly, it could be due to a browser issue. Try clearing your browser’s cache or using another device to rule out any issues with your current device. There may also be a temporary issue with our website, so we recommend trying again in a few minutes. If your order was placed but later cancelled, it might be because we are unable to fulfil it. In such cases, a member of our team will contact you via email or phone call to explain the situation.
How do I know if my order has been placed, and how can I track it?
After completing the checkout process, you will see a confirmation page with your order number and other details. You will also receive a confirmation email (always check your Junk/Spam folder). To track your order, you can use this initial email to check the progress on our website. Once your order has been dispatched, you will receive tracking information. If you need assistance with tracking your order, please feel free to contact us.
When will I receive my order confirmation or VAT receipt?
You will receive your order confirmation email shortly after completing your purchase. Your VAT receipt will be sent via email once your order has been dispatched. If you need further assistance, please don’t hesitate to contact us.
Why is my order late or not delivered yet?
If your order is late or has not been delivered yet, it could be due to unforeseen delays with the courier or high demand periods. Please check the tracking information provided in your dispatch email for updates. If your order is still delayed, feel free to contact our customer service team for further assistance.
What delivery options are available and do you deliver to my area (including outside the UK)?
We offer priority delivery (1 to 2 working days) and standard delivery (3 to 5 working days). Unfortunately, we do not currently deliver outside the UK (England, Wales, Scotland, Northern Ireland & Islands). However, we are happy to ship to a third-party in the UK who can forward the product abroad. Please note that all paperwork, fees, and arrangements for shipping outside the UK will be the responsibility of the buyer.
How long will delivery take, and can I schedule a specific date?
Delivery times depend on the method you selected. While we cannot guarantee a specific delivery date, we can try to accommodate requests for a particular date if needed. Please contact us, and we will do our best to assist. However, please be aware that we cannot guarantee our third party couriers will be able to carry out the request.
What couriers do you use and can I change delivery details (e.g. address, date)?
We currently work with the following couriers: Royal Mail, Yodel, DHL UK (formerly UK Mail), FedEx (formerly TNT), and Palletways (for pallet deliveries). The courier used is dependent on the delivery location and item being shipped. Please note that we cannot change the delivery address once the order has been placed. However, once your order has been dispatched, you may be able to contact some of the carriers directly to request delivery to a neighbour, schedule a delivery date, or leave the item in a safe place (please be aware that if you choose to have your order left in a safe place, you accept full responsibility if it goes missing).
What happens if I am not home when delivery is attempted or if my delivery is late?
If you are not home when delivery is attempted, the courier will usually leave a card with instructions on how to rearrange delivery or collect your order from a local depot. In some cases, they may attempt to deliver to a neighbour. If your delivery is late, please check the tracking information provided in your dispatch email for updates. If further assistance is needed, feel free to contact our customer service team.
What is Click & Collect and how does it work (e.g. same-day availability, holding period)?
Click & Collect allows you to place an order online and pick it up from our mega store located in Nottinghamshire (NG15 7LL). Same-day availability depends on stock levels. Your order should be ready to collect within 1 hour during our opening times. Orders are typically held for 7 days, to allow you to collect at your convenience. If you need more information or assistance, please contact our customer service team.
What do I need to bring when collecting and can someone else collect on my behalf?
When collecting your order, please bring a copy of the receipt (either electronic or printed), along with a photo ID, which must be a passport or photo driving licence matching the name on the receipt. If someone else is collecting on your behalf, please let us know in advance. They will need to bring their own photo ID and a copy of the receipt.
What happens if I don’t collect my order?
If you don’t collect your order within the initial 7-day holding period, we will make multiple attempts to contact you. If we are unable to reach you, we will hold your order for an additional 7 days. After this extended period, we reserve the right to release the reserved product(s) for sale. If you require assistance or need more time to collect your order, please contact us as soon as possible.
Returns, Refunds & Item Issues
What is your returns policy (including Christmas returns)?
We offer a 30-Day Money Back Guarantee for your peace of mind. If you wish to return an item within 30 days of receipt, please ensure it is unused, in a saleable condition, includes all original parts, and is in its original packaging. To initiate a return, contact our Customer Services team on 0330 123 0001 (option 2) to obtain a Return Merchandise Authorisation (RMA).
Please note that we do not cover return postage costs; these may be deducted from your refund if not prepaid.
Regarding Christmas returns, we do not have a specific extended policy. Therefore, the standard 30-day return period applies to all purchases, including those made during the Christmas season.
How do I return items in-store or arrange a collection, and do I need the original packaging?
To return items in-store, bring the product along with your proof of purchase to the store within the return period. To arrange a collection for returns, please contact our Customer Services team at 0330 123 0001 (option 2) to schedule a pickup. Whilst having the original packaging is preferred to ensure the safe return of the item, it is not always mandatory. However, items must be in a saleable condition with all original parts included. For more details, please reach out to our customer service team.
How do I track my return or cancel a collection request?
Our team will do their best to keep you updated regarding your return, but feel free to call us on 0330 123 0001 (option 2) or email us at sales@ukhs.tv for an update. To cancel a collection request, please contact our Customer Services team at 0330 123 0001 (option 2) as soon as possible so they can assist you with the cancellation. For further assistance, feel free to reach out to our support team.
When will I receive my refund and will delivery fees be refunded?
Refunds are typically processed within 5 working days from the date we receive your returned item, although busy periods of the year might require a few extra days. If you haven’t received your refund within this timeframe, please contact our customer service team at 0330 123 0001 (option 2) for assistance. For payments made by cash (in-store) or using a gift/e-card, the refund will be issued via the original payment method. Please note that delivery fees are generally non-refundable unless the return is due to a fault or error on our part.
What should I do if I think my refund is incorrect?
If you believe your refund is incorrect, please contact our customer service team as soon as possible at 0330 123 0001 (option 2) or email us at sales@ukhs.tv. Our team will review the details of your return and refund to ensure everything has been processed correctly. If there has been an oversight, we will resolve the issue promptly. For any refunds made by cash (in-store) or using a gift/e-card, adjustments will be made via the original payment method.
What should I do if my item is damaged, faulty, missing parts, or incorrect?
If your item is damaged, faulty, missing parts, or incorrect, please contact our customer service team as soon as possible at 0330 123 0001 (option 2) or email us at sales@ukhs.tv. Our team will work with you to resolve the issue quickly, whether that involves providing a replacement, arranging a return, or issuing a refund. Please have your order details and any relevant information ready to help speed up the process.
How do I address missing instructions or poor-quality items?
If your item is missing instructions or you have received a poor-quality product, please contact our customer service team. We will assist you by providing the necessary instructions or discussing possible solutions for poor-quality items, which may include a replacement or refund. Please have your order details on hand to help expedite the process.
How do I book and prepare for an item repair, and what are the costs and timeframes?
To book an item repair, please contact our customer service team at 0330 123 0001 (option 2) or email us at sales@ukhs.tv. Our team will guide you through the booking process and provide details on how to prepare your item for repair, including any packaging requirements or documentation needed. Costs and timeframes for repairs can vary depending on the item and the nature of the repair, and our team will inform you of any charges and estimated repair duration during your booking. For further information or assistance, please don’t hesitate to reach out.
Account, Payments & Security
How do I register and manage my account (e.g. update contact details)?
We’ve made accessing or creating an account quick and secure. Simply click on the user icon (on desktop) or the menu (on mobile) and enter the email address you’ve used for previous orders or would like to use for future ones. You’ll receive an email shortly (please check your Spam/Junk folder if you don’t see it). The email will include a code you can use as a one-time password to log in. If you need any further assistance, feel free to contact our customer service team.
How do I view my order history, sign out, or delete my account?
To view your order history, log in to your account on our website and navigate to the “Order History” or “My Orders” section. To sign out, click on your account icon and select “Sign Out” from the dropdown menu. If you wish to delete your account, please contact our customer service team for assistance. While we can delete your account, please be aware that we will need to retain some details on our systems for warranty purposes and to comply with legal requirements for transaction records.
How do I manage my marketing preferences and unsubscribe from email offers?
To manage your marketing preferences, log in to your account on our website and navigate to the “Account Settings” or “Preferences” section, where you can update your communication preferences. To unsubscribe from email offers, click the “Unsubscribe” link at the bottom of any marketing email you receive from us. This will remove you from our mailing list for future promotions and offers. If you need further assistance with managing your marketing preferences, please contact our customer service team.
What payment methods do you accept and when will I be charged?
We accept a variety of payment methods to ensure a smooth shopping experience. You can pay using Visa Debit, Visa Credit, Visa Electron, Maestro, Delta, MasterCard, JCB, Diners Club, American Express, PayPal, Klarna, as well as Apple Pay and Google Pay. Your card or payment method will be charged in full for the total order at the point of purchase.
What should I do if my payment is declined?
If your payment is declined, first check that your card details are entered correctly, including the card number, expiry date, and CVV. Ensure that your payment method has sufficient funds or available credit. If the issue persists, try using a different payment method or contact your bank or payment provider for more information. If you continue to experience problems, please reach out to our customer service team for further assistance.
Can I use alternative payment methods like Klarna and can I split payments?
Yes, you can use alternative payment methods like Klarna and PayPal. Both Klarna and PayPal allow you to split your payments into manageable installments, offering more flexibility for your purchases. Simply select Klarna or PayPal at checkout and follow the prompts to choose your preferred payment plan. For more details on how to split payments and eligibility, you can visit Klarna or PayPal’s website or contact their support. If you need assistance using Klarna, PayPal, or other payment methods, please reach out to our customer service team.
Promotions, Discounts & Other Policies
How do I use promotional codes and why might one not work?
To use a promotional code, simply enter it in the designated box at checkout and ensure it is applied before completing your purchase. If a code is not working, it could be due to several reasons: the code may have expired, may not be valid for the items in your basket, or may have specific terms and conditions, such as a minimum spend requirement. If you continue to have issues, please contact our customer service team for assistance.
Can I use multiple promo codes and do you offer discounts for specific groups (e.g., Blue Light card holders)?
We only allow one promotional code per order, and multiple promo codes cannot be combined. Yes, Blue Light card holders can enjoy up to a 10% discount, applicable in-store only. Please note that this discount is only valid for full-priced items. Unfortunately, sale items, items part of other promotions, or those with reduced prices are not eligible for this discount. To stay updated on our latest offers, we encourage you to subscribe to our newsletter or check our website regularly.
Are discounts online the same as in-store and how can I qualify for free delivery?
We regularly review our products to ensure we offer competitive pricing both in-store and online. However, prices may vary as we sometimes run exclusive promotions that are only available online or in-store at different times. Currently, we offer free delivery on orders of £75 or more for addresses within the UK Mainland, excluding the Scottish Highlands and Islands.
How do I purchase, use, and check the balance of a gift/e-card?
To purchase a gift card or e-card, simply visit our website and add the desired card to your basket, then proceed through the checkout process as normal. Once purchased, you will receive an email with the gift card details and instructions for use. To redeem a gift card, enter the card code at the checkout in the designated field. To check the balance of your gift card, log in to your account on our website and navigate to the gift card section, or use the link provided in the original email to check the balance. If you need further assistance, please contact our support team.
What are the policies for lost, stolen, or damaged gift/e-cards, and can they be returned?
We issue digital gift cards via our website. If a gift card is lost, stolen, or damaged, please contact our customer service team promptly. We can deactivate the original card and issue a replacement for the remaining balance. Please note that gift cards are non-refundable and cannot be returned once purchased. For further assistance, please reach out to our support team.
