Emergency Assistance / Help Support FAQ
When will I be contacted to arrange delivery?
We aim to contact customers within 5 days of receiving the order. Urgent / emergency referrals that are flagged by the council will be contacted within 1 day of receiving the order.
Please be aware that during busy periods you may receive confirmation of your award from the local authority before we receive your order to process.
When will my items be delivered?
We aim to deliver orders within 10 days of receiving the referral from the local authority. Urgent / emergency referrals that are flagged by the council will usually be delivered within 3 days.
Our vans operate between 8am and 3pm, Monday to Friday. A member of our customer service team will call you to arrange a suitable delivery day. Please note that we do not offer more specified delivery time-slots.
When will my cooker be installed?
Your cooker will be installed either the same-day as delivery or the following day by one of our specialist installers. Our customer service team will confirm the day with you in advance. You will also be contacted prior to your install with an estimated 2-hour time slot.
Can I select my own items?
The items used for the local support schemes are chosen from a specific selection of items at our Warehouse by an experienced team. Not all the items on display at our retail stores are suitable for use on the schemes. We cannot guarantee any requests of colour/shape etc. If you have any concerns regarding the sizes of items due to space or access issues, please make us aware when we book delivery and we will do our best to accommodate.
Can I change items on my order?
We can only deliver the items requested to us by the local authority. If you have any queries with your award then please speak with your local authority who will notify us of any changes.
What kind of items will I receive?
As a re-use charity we endeavour to deliver re-use items wherever possible. You may receive new goods if we do not have suitable re-use items in stock.
What happens if I miss my delivery?
If you have missed a delivery that was booked with us then we will refer your order back to the council to see if they will authorise a second delivery – dependant on circumstances. If you are not going to be in for your delivery, you can contact us on 01606 827120 before your delivery date to rearrange. Please note you can have someone at your property to accept delivery on your behalf if they are over 16.
What happens if my items become faulty?
If a re-use electrical item becomes faulty within its 6-month warranty please contact us on 01606 827120 to report the issue. We will arrange prompt collection of the item and attempt to repair. If the item is not repairable we will offer a replacement machine.
If you have received a new item that has gone faulty within its warranty period then please call the warranty number provided with the item.