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FAQs

Some of our frequently asked questions

If you have any questions then please do not hesitate to get in contact. We are happy to help with any questions regarding your new kitchen at any stage of your ordering process - contact us

 

What is the specification of your kitchen unit?
We have a simple and straight forward guide to what the units are, please download the pdf document from here - Cabinet specifications
How will my kitchen units be delivered?
All our units are delivered ready assembled with doors and drawers fitted, complete with soft close integrated hinges and soft close drawer runners as standard. All units will be shrink wrapped with protection for safe delivery. Kitchens will mainly be delivered by our own transport.
How will be pull-out units be delivered?
Tall pull-out larders will be fitted by doors sent loose for site fitting. All under counter and wall pull-out mechanisms are fitted with doors. Additional mechanisms are available. Please contact us for further information on fittings.
When I place a order for a complete kitchen on Units Online, what happens next?
We check aspects of the order such as have you got the correct kitchen unit colour for the door style you have ordered. We will also look to see you have items such as plinth, cornice and lighting pelmet. Once we have made contact with you, via email and you have signed and checked the final order confirmation, a delivery guide will then be given and the order will be put into production.
Do you have a minimum order value for a kitchen?
Yes for new orders we have a £3500 excluding delivery minimum order value, however we are flexible so please contact us if your order may not reach that level. For existing customers who have purchased a kitchen there is no minimum within 12 months of their original order and subject to our standard delivery charge. Orders for samples and kitchen planning service are excluded from a minimum order.
Can I change my quote for a different kitchen range?
Yes within the same catalogue i.e. if you quote on Porter white in the Second Nature Brand you can press "change for different range" in the shopping basket like Remo white, you will need to re-enter cornice/pelmet/plinths & panels. You can-not change for a kitchen in a different catalogue like one from Second Nature to one from the Burbidge catalogue.
How many years warranty comes with my kitchen?
All units, including hinges and drawer runners, supplied by us come with a life time warranty. Doors have a 12 month warranty, with the exception of Second Nature which comes with a 6 year warranty. Kessebohmer wirework has a 10 year warranty on a rtb basis. In the rare event that a manufacturing defect does arise please contact our offices.
How do I care and maintain my kitchen doors?
This document contains a guide on how to care and maintain your kitchen doors. Please give us a call if you have any further questions. View our kitchen door care guide
Who will deliver my kitchen?
Your kitchen will be delivered by our transport delivery drivers and in some cases we will use a specialised carrier so you know your kitchen will be handled with the care it deserves from when it is loaded on our vehicles to arrive at your home, you will be required to assist the driver unload, all deliveries have one member of staff only. If you have ordered a small or sample item this will be delivered by a carrier.
Are your Kitchen units supplied rigid?
Our factory built rigid kitchen units are supplied with the soft-close doors and fully extendable soft close drawers completely fitted. Each unit is manufactured with a high-density 110 Egger 18mm board; this coupled with cam and dowelled construction makes for one of the strongest and most durable kitchen units available as standard.
Do you supply a fitting pack with the kitchen?
No screws, connecting bolts or L brackets are supplied (fitters generally like to use their own supply). Each base unit is supplied with legs, plinth clips and shelf pegs only. Each wall unit is supplied with wall hanging brackets and shelf pegs only.
Are instructions for fitting the kitchen units included?
No fitting instructions are supplied, however any competent kitchen fitter will be able to fit our kitchen units.
Does the colour of your kitchen units match the colour of the doors?
Internal unit colour choice is available in various colours. We recommend a door matching panels for a perfect grain match (at extra cost). If you choose to try and match the interior carcase colour with the exterior door colour we do not guarantee an exact colour match as this is often impossible to achieve.
I’ve made a mistake on my order, what can I do?
Your kitchen is made to order, and once agreed changes will be at an additional cost prior to delivery. Additions to your order can be made at any time after delivery. A quick courier delivery service of additional items is often possible, contact us for details.
What about kitchen appliance housings for the fridge and freezer?
We have made un-drilled doors available on these units to suit certain appliance door fixings. These doors will be sent un-drilled. The hinge position will need to be determined by your fitter depending on the type of fridge/freezer. Hinges and backplates are also supplied loose.
What about handles for the kitchen doors?
We have a great selection of handles in our “store”, if ordered all handles are supplied loose. We do not fit or drill handle holes.
Can I buy units without kitchen doors?
Yes you can as part of a full kitchen order only, unit without doors must not exceed one third of the total quantity of units ordered.
What is your Payment Security Policy?
Our Payment Service Provider is Opayo (formerly SagePay) – the largest independent payment service provider (PSP) in the UK and Ireland. Opayo provides a secure payment gateway (Level 1 PCI DSS), processing payments for thousands of online businesses, including ours. It is Opayo’s utmost priority to ensure that transaction data is handled in a safe and secure way. Opayo uses a range secure methods such as fraud screening, I.P address blocking and 3D secure. Once on the Opayo systems, all sensitive data is secured using the same internationally recognised 256-bit encryption standards. Opayo is PCI DSS (Payment Card Industry Data Security Standard) compliant to the highest level and maintains regular security audits. They are also regularly audited by the banks and banking authorities to ensure that their systems are impenetrable. Opayo is an active member of the PCI Security Standards Council (PCI SSC) that defines card industry global regulation. In addition, you know that your session is in a secure encrypted environment when you see https:// in the web address, and/or when you see the locked padlock symbol alongside the URL. So when buying through our site, you can be sure that you are completely protected. More information about shopping securely with Opayo can be found at www.sagepay.com/shoppers