Common Questions

COMMON QUESTIONS AND ENQUIRIES

Can you tell me when will my goods be delivered?

If the items are in stock at our warehouse we can usually deliver to you the next day or within two working days. Items that are not held by us in stock that need to be delivered to us by the manufacturers should be delivered within the timescale indicated by our staff subject to short delays. If you need your order urgently, we can offer you an alternative model but will often be able to contact the manufacturers to identify when it can be delivered to us. To query a late order please contact us at sales@cartersdirect.co.uk

Can I delay my delivery?

Yes you can. Placing the order secures the price for you. We can then organise your delivery on a date that suits you.

Can I change a delivery date I have already agreed to?

Yes you can. We do however ask that you notify us at least 3 working days before your agreed planned delivery date.

Can you provide a delivery time so I don’t have to wait in all day?

Our delivery crews are eager to successfully deliver and connect most applicable appliances to your home where instructed but sometimes will be delayed through the customers services being non standard or difficult. We can indicate whether the delivery will be a morning or afternoon call. Morning deliveries are to be regarded as being from 7.30am to 1.00pm. Afternoon calls are from 12.00 noon onwards.

What is your returns policy?

Our returns policy can be found on the last section of our our conditions of sale.

What happens if I want to cancel an order?

We do endeavour to supply exactly what is required but will cancel an order and refund the sale (less the credit card charge of 2.5% if applicable) as long as it has not been specially ordered.

Do you price match other retailers?

We believe our prices are most competitive as our administration team constantly strive to offer our customers the very best deal available. Our price matching like for like policy against any high street sussex store on the day of purchase is a further guarantee that you are offered a great deal at Carters. Please check that you have included any delivery charges from other retailers when comparing the total price as we deliver free of charge to any address in Sussex and most of Surrey.

When do you take my money?

We take payment at the point of ordering. This is primarily to reduce the incidence of fraud and detection of fraud which enables us to keep our prices as keen as possible. Also we frequently have to make many special orders to many suppliers whom we have to pay on special terms. We aim to deliver to you promptly and therefore your money is only with us for a relatively short time.

What payment methods do you accept?

You can pay at any Carters store by any Visa or MasterCard credit card or by Switch, Maestro, Solo or Delta debit card. American Express can be used for large purchases over £100. You may also pay by cheque, or cash if you wish.

Can the prices change after I have made my order?

No. Once you have placed your order with us and an invoice has been raised the price is guaranteed.

Do you remove old appliances?

Removal of most existing appliances can be done at a charge between £15-£25 per appliance, however this must be agreed with us at the time of ordering. It is preferable although not essential for appliances to be disconnected ready for transporting beforehand. If you would like more information on this service, or to find out if we are able to remove an appliance for your order please contact any of our stores.

Do you install goods?

We do connect most freestanding washing machines, tumble dryers, spin dryers dishwashers, electric cookers, fridges, freezers and microwaves subject to compatable services and not involving any work that should be undertaken by a professional carpenter, plumber or electrician. It is our policy to refrain from installing built in appliances as our service is of a basic connection nature but will connect the appliance without further attention to doors etc, if thought possible and straight forward. Gas cooker installation can be arranged but will be undertaken by a third party at an extra charge.

Can I collect my order from you?

We encourage you to collect any order from our warehouse at Storrington. It is of note that customers ordering on line are often offered a discount for taking the appliance away themselves.

If I have a fault with my product who should I contact?

Please contact the relevant store of your purchase. They will advise you of the best way to resolve any issue. Customer service is our top priority.

What is the warranty offered on the products?

The warranty supplied with the goods is the standard manufacturer's warranty, in addition to your rights under the Sale of Goods Act. In most cases this is 1 year covering all parts and labour. In some instances this is extended by the manufacturer to 2, 5 and occasionally even 10 years.

How do I know if the appliance will fit?

We try and list the full dimensions for every product. If for any reason the product you want does not have dimensions, please call any of our stores where our staff will be happy to help.(It is important to note that the product dimensions do not include any protruding features such as, controls and handles etc. Product dimensions represent the casing of the appliance only). Whilst we try to be as accurate as possible, all sizes, weights and measurements quoted on this website are approximate. Images of the products shown on this website are for illustrative purposes only. We have made every effort to display all product colours accurately. However we cannot guarantee that the image displayed on your monitor will accurately reflect the true colour of the product delivered to you. Please be aware that colours may differ between manufacturers.