How to make sure your delivery goes without a hitch

We realise that arranging delivery of a fridge freezer or a cooker into your home isn't as straightforward as the postman dropping a parcel through your letterbox!

So we've prepared this guide to make sure that your delivery goes as smoothly as possible. Please take a few moments to read it carefully, and contact us if you have any concerns.

1. Being ready when we arrive

The night before delivery, we'll send you an estimated delivery timeslot by SMS and email. As we run a rapid next day delivery service we can't let you know any earlier than 7 pm - 9 pm the evening before, and we're unable to change your timeslot once issued so you must be available all day. You will receive an automated SMS and/or email when our drivers are 30 minutes away.

Please make sure there is someone at the delivery address to accept, sign for, and inspect the goods when we arrive.

Be warned, our dedicated delivery drivers are early birds! Deliveries start at 7 am and are usually finished by 8 pm.

2. Gaining access to your property

These are some of the main reasons why deliveries don't go to plan. Think about whether any of these applies to you and if you think they do or you're not too sure, then don't hesitate to give us a call for advice.

  • Is your property above the ground floor? Our deliveries are often made by small delivery teams (to keep our prices as low as possible), so unless a lift is available we only deliver to ground-floor properties (up to 4 steps is fine). Call us to ask for advice if this isn't the case.
  • Have you ordered a large item? Appliances such as range cookers and American fridge freezers won't fit through a standard-width doorway; they typically require double doors (i.e. patio doors) for access.
  • Are there yellow lines or other parking restrictions on your road?
  • Is your property difficult to find? Is it down a narrow lane, or is it a new build which might be invisible to Sat Nav?

If there are access difficulties which prevent our driver from delivering the goods into your property, then you can always request that we drop the items off outside, or into a garage, for you to take inside yourself at your own convenience.

3. Avoiding damage to your property

Many kitchen and electrical appliances are bulky and heavy. Our highly experienced delivery personnel will take as much care as possible to avoid any damage when bringing items into your property. But to help out, please make sure that they have unobstructed access to the place you want your goods left, and that any floor surfaces which might be liable to damage are covered.

Also, we do not allow customers to assist our drivers with delivery.

4. Unwanted items

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days after receipt of the products, without giving a reason. All we ask is that you let us know within 7 days, that the item is 'as new' (you haven't used or installed it), and that it's undamaged and complete with all the accessories and original packaging it arrived with. You have a duty of care while the products are in your possession and we reserve the right to charge you for any damage that may have occurred during this period.

You have the choice of returning the products via your own means (at your own cost to Marks Electrical Ltd, Boston Rd, Leicester, LE4 1AU) or requesting that we collect them. We will charge you the direct cost to us of collection which is £70 per item, or £150 for range cookers/American fridge freezers. We may however choose to reduce the collection charge if you are purchasing another product from us.

We reserve the right to apply re-handling charges for returned items under some circumstances (see full terms and conditions for more information).

Making a delivery

5. Damaged or faulty items

Although rare, from time-to-time items are delivered which have either been damaged somewhere in transit between the factory and your home or are faulty in some way. Please don't install any damaged items, but instead contact us within 48 hours, together with a photograph of the damage (you can do this by visiting our help pages).

We'll arrange for a replacement as soon as possible. We will supply products that are in conformance with this contract and nothing in these terms will affect your legal rights. If you discover that the products you have received are faulty, you should notify us immediately. You have the right to a full refund if a fault is discovered within 30 days of delivery.

6. Unforeseen circumstances

Despite our best efforts, occasionally there will be extraordinary circumstances which prevent us from turning up on time with your goods. Things such as traffic accidents, extreme weather, vehicle breakdowns or just plain old human error might prevent us from getting the right goods to you, undamaged and on time.

This is why we strongly advise our customers not to book kitchen fitters until the goods are in your possession and you've inspected them.

7. Old product collections

If you have requested an Old Product Collection, then we ask that the item is disconnected and pulled out of situ before the delivery team arrives. However, if you have ordered our Installation service for your new appliance, this will include disconnection and removal of the old one as standard.

We hope that everything goes to plan and you're happy with your new appliance!

See Terms and Conditions for further details.

Talk to us!