Customer Service Menu

Frequently Asked Questions

Should you have any questions relating to your purchase, please review our list of most commonly asked questions.

If you still can’t find what you’re looking for, please feel free to get in touch.

Before I make a purchase

How do I know if an item is in stock?

If an appliance is physically in our warehouse, the product listing page will state “In Stock” just below the product title. Items held in stock are often available for next day delivery or same-day click & collect. Items that are not physically held in our warehouse will show “Available to order” on the product listing page, meaning the appliance will need to be ordered directly from the manufacturer – in these instances, delivery will typically take 5-7 working days.

How do I know when an appliance can be delivered?

When purchased before midday, items held in stock are often available for delivery the next working day. To select your delivery date, simply add any in-stock item to your online basket and follow the steps to arrange delivery. If required, RDO can store your items for up to 6 weeks free of charge prior to arranging delivery.

Is there a charge for delivery?

For the majority of orders, the price shown on the product listing page includes delivery. However, in some instances, such as delivery to the Scottish Highlands, you may incur additional carriage charges.

What type of delivery service can I expect?

For most kitchen appliances, we offer a premium two-man delivery service as standard. This service includes delivery to a room of choice, unpacking/inspecting your appliance, and the removal/recycling of any waste packaging. For some smaller, easier to carry items, the delivery may be to your front door. If you have selected any extra services, such as installation or removal of your old appliance, we will sort that too!

Do you deliver overseas?

Our deliveries are restricted to the UK mainland only. However, we can arrange to have your goods delivered to a UK based shipping agent of your choosing, for forward delivery overseas (at your own cost). The British International Freight Association is a place where you can search for suitable shippers

Do you deliver to Northern Ireland or the Isle of Wight?

No, we do not - our deliveries only cover the UK mainland.

Can you install/connect my appliance?

You can check if we offer an installation/connection service in your area by entering your postcode on the product page. More information on our installation/connection services can be found here.

Can you take my old appliance away?

In most instances, this extra service is available when we deliver your new appliance. You can select this during the checkout process. Details on recycling can be found here

Can you offer a discount if I buy more than one item?

If you’re looking for several kitchen appliances yes we can offer you a discounted package price in most instances.
For an instant package price, you can add your list of appliances to your basket. When you continue to checkout, you'll be offered a package deal on eligible products.
Alternatively, to enquire about a bespoke package deal, simply call our appliance experts on 01737 240403 (option 1), message us on live chat, or email your full list of appliances to retailsales@rdo.co.uk and we’ll be happy to help!
For more info on multibuy package deals click here

My product has a cashback offer. How does this work?

Details on how to claim the cashback will be included with your sales order confirmation. Redemption is completed via the manufacturer’s website, with payment typically 2-4 weeks after your claim is submitted. If you are having any trouble, we will be happy to assist.

Why can’t I see a price for a product?

There are some products we are not permitted to show a price online. However, we will be happy to confirm the price for you. You can request this by selecting the ‘Contact us for a quote’ button on the product description page. Alternatively, you can ask for this by phone or Livechat.

Can I see if this product is on display at one of your showrooms?

Yes, you can. The product page will confirm whether it is on display, in a box above the price. You can see everything on display at our Reigate showroom and at our Salfords showroom

I’ve seen it cheaper can you price match?

If you’ve found an item cheaper elsewhere, just click on the “seen it cheaper” link below the price on the product page and we’ll get back to you ASAP and, hopefully, at least match the price! Alternatively, please call us on 01737 240403

Are there any discount codes available?

Some products may benefit from an additional discount with use of a discount code. Any discount we can offer will have the discount automatically applied at the checkout. We may also supply you with a personalised discount code when price matching.

Do I have to select a delivery date if I don’t know when I want delivery?

No, you do not - you can leave this blank at the checkout. We will safely hold items free of charge for up to 6 weeks in our warehouse. Appliances not delivered after this period will be subject to a storage fee, but we will let you know in advance if this is the case.

How can I pay?

We accept MasterCard, Visa, Amex, cash or bank transfer for payment. We also accept ‘Love 2 Shop' vouchers for Euronics Exclusive models.

Is your online payment system safe?

Our payments are processed by Barclaycard, one of the largest payment providers in the UK. Barclaycard use the latest 128-bit encryption methods to secure your private information.

I’ve seen an ex-display appliance I like, can you deliver that to me?

If you are looking to buy an ex-display appliance, you will need to call in and inspect the item before purchase. This is to ensure that you are happy with its condition. Since we will not have the original packaging and to secure the condition of the appliance, we will only offer delivery to a local radius. We recommend getting in touch to confirm availability before making a journey.

Do you sell spare parts?

No, we do not. We recommend contacting the manufacturer for guidance. Contact details for these can be found here

Do you offer trade discounts?

Yes we do! We have a dedicated business-to-business trade team; more details can be found on this link

Do you offer finance?

No, we don’t at the moment, but we will be very soon.

Are your appliances new and boxed?

Yes, all of our appliances are received direct from the manufacturer into our warehouse. If an appliance is not new, we will confirm this on the product description (such as ex-display items).

Once I have placed an order

What happens after I have placed an order?

Whether you order in person, on-line or over the phone, we will provide you with a sales order confirmation. This will also include any appropriate warranty or promotional information relevant to the appliances you have ordered.

If you have not selected a delivery date and the item is in stock, we will be in touch to arrange a convenient delivery date with you.

How will I know about the progress of my order?

You will receive regular updates about the progression of your order right through to the day of delivery.

If the item you have ordered is not in stock, we will let you know the estimated date of delivery as provided to us by the manufacturer. As soon as it arrives into our warehouse, we will be in touch the same day to let you know.

If there is any delay with the appliance being received, we will let you know as soon as we receive notification from the respective manufacturer.

Can I change the delivery date?

If our own team is making the delivery, we will try to accommodate your needs as best we can.

If you have received notification that an external courier is undertaking your delivery, you will need to speak directly with them using the details we have provided. Delivery dates can usually only be changed a day prior to your chosen date.

Will I be pre-notified when my delivery is coming on the delivery day?

For larger kitchen appliances you will be notified in advance of the proposed delivery window for your goods.

In addition on the day of delivery you will receive a pre-call from the delivery team around 30 minutes in advance of their arrival.

Where in my house will you deliver my goods?

For larger goods, we use a two-man delivery service into the room of your choice.

For health and safety reasons this must not be higher than the third floor. The delivery team will complete a short risk assessment prior to bringing your appliances into your delivery address.

Smaller light goods will only be delivered to your front door.

Will my goods be unpacked for me?

Our standard two-man delivery team (for items over 30kg) will, upon request, unpack your new goods and remove any waste packaging for free.

Will I have an easy to reach point of contact if I need to discuss my order?

RDO are all about offering you a personal service, so yes you will have the name and email address of a sales person who will ensure the smooth progression of your order.

You will be able to email or call them should you need to.