About placing orders

Ways to order

We want to make ordering from us as easy as possible. Whether you want to order from our website, give our expert sales team a call or pop into our showroom, we aim to be as flexible as possible.

CLICK

Search our entire catalogue from the comfort of your own home and make an online purchase that can be delivered straight to your door or place of work.

CALL

Unlike most companies we love to hear from our customers! If you need expert advice or just want to talk through your options, please give us a call on 01206 545700.

COLLECT

You can come and collect from us but be sure to check stock with us before you make the journey, alternatively you can pre-order and collect when the items are ready. Please note our kitchens are big and bulky so a suitable vehicle will be required.

Online ordering

Once you have placed an order online, we will contact you within 24hrs Monday – Friday, we like to confirm the order details to make sure you have the perfect kitchen set up and all is correct before the kitchen get dispatched and delivered.

Our website is designed to help you through the purchasing process. You can place your order online or over the phone at the same great price and we’ll email a copy of your order request to you. By placing your order online or over the phone you agree to the following terms. Order acceptance takes place in accordance with our terms.

Ways to pay

We accept most major credit and debit cards, including Visa, MasterCard, Switch, Delta, Maestro and Solo. We DO NOT accept American Express and business/commercial credit cards will be subject to a 2.5% surcharge (subject to change).

Kerbside Delivery

All deliveries by Elfin Kitchens are a kerbside delivery as standard.

We commonly use palletised freight companies, as they are used to delivering larger and heavier items that are harder to deliver.

Online ordering

What is kerbside delivery?

Kerbside delivery means that items will be delivered to the nearest kerbside at the address specified. Our freight drivers will position their vehicle as close as possible to the delivery address and unload the palletised goods into a spot on the kerbside that is safe and keeps the pallet secure. This is to ensure the safety of the driver, the customer, and the general public.

How can we help you with kerbside delivery?

Any pallets you have ordered will be unloaded safely from the truck to the ground by our trained drivers using a tail-lift. We will make sure that the goods are left in a safe and stable spot on the kerb. However, we will not be able to assist you in transporting items from the kerbside spot to any building. The delivery driver will always have to work within health and safety guidelines.

We will not be able to move goods further than our pallet trolley permits, and we will be unable to deliver to steep hills, gravel driveways or other unusual conditions.

If you are not sure if your chosen spot is suitable for kerbside delivery, please speak to us on 01206 545700.

How should I prepare?

Make sure you know how many boxes or items are in your delivery and have assistance available to move everything from the kerbside spot to its final destination. You may need assistance as some items are large and heavy and require at least a two-person lift.

When using kerbside delivery, you will need to consider:

Local time restrictions for delivery vehicles in the kerbside delivery spot.
Areas close by that cannot be accessed by delivery vehicles, such as pedestrian-only zones.
The surface of the road and the pavement in your kerbside area – the ground needs to be hard and even.
If you have restricted access or parking, please let us know when ordering so we can find a solution in advance of the delivery turning up.

Delivery by instalments

We may deliver your products to you by instalments.

Changing your delivery date

You can change your delivery date by emailing [email protected] or by calling us on 01206 545700 – This must be done before the unit is dispatched.

If you are unable to take delivery of the products as arranged then we shall store the products until you are able to do so, and you will be required to pay us all storage charges including insurance that we incur until delivery takes place.

Insurance

Once kerbside delivery of the products has completed, the products become your risk and not ours. You should consider insuring them from this point.

About Returns

Returning goods

Please notify us of your reason for return by email or telephone within 14 days of receiving the goods.
We’ll get back to you within 48 hours to authorise the return.
We will require photographs of all the goods you are returning prior to agreeing the return.
You can then send the product back to us via a secure courier. You’ll need to arrange and pay for the courier, and you should also make sure the product has sufficient insurance over with the courier. Alternatively we can organise a collection at a cost (usually the same cost as your original delivery charge). All original packaging should be present and undamaged, any packaging that is not in ‘as new’ condition will be chargeable.
Once we’ve received the product back, we’ll check it over and then contact you with the next steps.

If the item has been used, installed, or has any damage, returns will not be accepted.

All orders being returned will incur a 25% restocking charge unless agreed otherwise with Elfin Kitchens prior to the return or an exception applies.

Our returns policy is for consumers only, if you are one of our business customers, please check by contacting us directly

My product arrived damaged

Please contact us immediately on 01206 545700 to report any damage, any damages must be reported at the time of delivery and the goods must be signed for as damaged.

We ask that all products are checked at time of delivery.

It’s rare that a product arrives damaged but if it does you can refuse the item at the point of delivery, and it will be returned with the driver.

Please check your new items as soon as they arrive, you should report any damaged or missing items immediately. Even if you’re waiting for a kitchen fitter or storing your items, we highly recommend that you check them for damage first. Please don’t try and fit or install damaged items without speaking with Elfin Kitchens first as you may cause further damage.

How to report a damaged product:

Email us on [email protected] or call on 01206 545700.
Send us any pictures of the damage.
We will respond to you within 24 hours to inform you of the next steps.

My new product is faulty

We’ll sort it for you.

All our new products come with 12 months warranty for UK and Irish consumers. You can contact us direct to return a faulty product, we will try to help you diagnose the fault and aim to resolve it on the call – we find that over 50% of fault reports can be resolved over the phone. If we can’t we’ll explain the next steps on resolving the issue.

Where is my refund?

When your card makes a payment, your money is reserved in real-time. Your bank displays this as a ‘pending’ or ‘pre authorised’ payment and assigns it for specific goods. Next, there’s a ‘post authorised’ check, and your money lands in our account. Altogether, this process can take up to three working days.

When we do a refund, it’s the same process in reverse. We’ll tell your bank that we’d like to send a refund; there’ll be a pre and post-authorisation check, and your refund is issued within three working days.