Frequently Asked Questions
Buying Your Kitchen from Flat Pack Kitchens
We're sure you have plenty of questions about buying your kitchen from Flat Pack Kitchens. We have tried to answer as many questions as possible within the site, but we've added a few additional questions (and answers) in the page below. We hope it helps, but if you still have anything you are unsure about please call us on 02920 007948 where one of our customer service team will be on hand to answer your queries.
How long will it take to be delivered, once I've placed my order?
Orders are dispatched within 3 working days (Monday to Friday) for orders placed before 2pm. They will be on a next working day delivery. Northern Ireland and ROI are 2-3 working days. Grampian/Highlands/Islands are 3-4 working days.
How will my order be delivered?
It is an all day delivery service with DX and can be delivered between 8am to 7pm. We are unable to supply you with a delivery time for this delivery. Please do not book your fitter for the date of kitchen delivery. The drivers are unable to call before the delivery is attempted. Larger orders can sometimes be delivered on a pallet separate to other the other items you have ordered. Pallets and individual boxes can arrive at different times on your delivery date. If you have additional delivery information, that could help ensure the delivery runs as smoothly as it can, please let us know and we can pass on the information.
Please note: Please ensure someone is available to help the driver unload. The delivery is a one man delivery. The delivery drivers are unable to bring the items in to your property. They may require help, especially with heavy and bulky items, such as the larder units and corner units.
How much is delivery?
Delivery to most of the UK is £15
Delivery to Grampians and Highlands is £60
Delivery to Northern Ireland and ROI is £40
These delivery prices are standard, regardless of the size of the order.
Do you Deliver to the Whole of the UK?
Unfortunately we are unable to deliver to the Isle of White, Isle of Man, Isles of Scilly, the Channel Islands or offshore.
What happens if the item arrives damaged?
In the event that the package arrives damaged, you must sign for as damaged with the courier and let us know.
If, once unpacked, there are any damaged items please inform us immediately and we will endeavour to resolve the situation as soon as possible. If you can, please send a picture of the damage. It helps us resolve the problem quicker.
Please do not assemble any units that are damaged. Any items which have been constructed or fitted before the damage is reported, could prevent us from offering a replacement or refund.
What happens if I am missing items?
Please check that you have received the correct amount of boxes that you are requested to sign for. Once the items have been delivered and unpacked, please let us know of items that are missing within 7 days. Please unpack all the boxes you have received, before contacting us, as our supplier can add the accessories to the larger boxed items. Please also check to see if you have ordered the item against your order confirmation. Any items reported missing after this time frame, will be investigated and if the order has been confirmed that it was dispatched complete, we will not be able to send replacements.
Do you do samples and catalogues?
We don't have any catalogues or price lists, all our products are listed on our website. We do however have the option to buy sample doors for £10 including delivery. If you do then place an order over £500 we will refund for the cost of the sample doors (up to £30 per customer/household). Our Timber Framed sample doors are £30 each and if you do then place an order over £500 we will refund for the cost of 1 sample door (£30 per customer/household).
Do you accept returns?
Yes, we offer a no-quibble 30 day returns policy on all orders. Please note we do not arrange for the collection of unwanted goods, or for the cost of returning the goods back to us. You would need to arrange and pay for this yourself. We are unable to accept parts of items back for a refund or exchange, if they have been ordered as a complete unit.
Please note: We can only accept returns for items that are in their original packaging have not been assembled/fitted.
Can I change my order once it's been placed?
Unfortunately we are unable to change or amend orders once they have been processed by us. We process these orders directly with our supplier, who use an automated system that we are not able to change once the order has been placed.
Can I change the delivery date after I have placed my order?
On some occasions we can arrange to delay the delivery date you are given at the checkout. Once you have placed your order, please email us within 30 minutes of the order being placed and we can confirm if that is possible via email or phone. Unfortunately any requests after this time, we will not be able to delay the delivery. Delivery can only be arranged Monday-Friday. Unfortunately, we are unable to deliver the order sooner than the date given at the checkout. This is our standard lead time for all our products.