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FAQs

General

  1. Which appliances can I buy from you?
  2. What are your cupboards made of?
  3. How tough is your paint?
  4. Is it possible to re-paint the units in the future?
  5. What guarantee do I have from your Company?
  6. Do you have installers for my project?
  7. I can't possibly measure my own kitchen, can you help?
  8. How do I know that my kitchen will arrive on the day when I have already paid in full?
  9. Can I have my free-standing appliances housed?
  10. How much will a John Lewis of Hungerford kitchen cost?
  11. Where do you deliver and install?

1. Which appliances can I buy from you?

Neff, Miele, Falcon, Rangemaster, Mercury, Abode, Kohler, Novy & Samuel Heath.

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2. What are your cupboards made of?

We make our doors from specialist moisture resistant Medite board, which remains the best product to paint, combined with quality hardwoods this delivers the strongest construction technique. Details matter, we inset magnets on our in-frame furniture to keep doors closed square and the 180 degree adjustable traditional hinges allow the best possible cupboard access. The Artisan® Original cabinetry comes complete with lifetime guarantee hinges.
Our super deep wall cabinets allow for full size dinner plates and the solid oak drawer boxes, including the bottom, all run smoothly on a fully extending soft close systems.
The cabinets themselves are made of 18mm thick furniture board this is a man-made material which is of high density and we supply it thicker, at 18mm, than many other kitchen manufactures do. This material is fantastic for kitchen cabinets as it is robust yet not too heavy to transport and easy to adapt on site. For the painted kitchens it has a heavy gram weight of Oak coloured melamine which is adhered on both sides making more moisture resistant and it has a strong colour matched PVC front edge. If the kitchen is a colour split with a natural finish the painted cabinet element should be ordered specifically with the matching cabinet finish. i.e. Walnut cabinets have a Walnut coloured melamine finish and the Cool and Crème de la Crème have a silver melamine finished cabinet and can be upgraded to include steel drawer boxes.

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3. How tough is your paint?

We promise you the most durable paint in the industry.
Our paint has won awards and is the toughest in the business. It is the best independently tested paint you can get from any British kitchen company and we apply it in a controlled environment, before delivery.
We have been painting kitchens for over 30 years. About 15 years ago we started using waterborne paint on our satin eggshell finishes for safety and environmental reasons. The high gloss finishes are based on a very tough, polishable polyurethane paint. Now we are using the toughest paint in the business, so used with care it will last a long time. All furniture  is painted in our factory environment and fully hardened before transport.

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4. Is it possible to re-paint the units in the future?

Yes, you can re paint cabinets in situ no problem, just remember the golden rule: preparation!

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5. What guarantee do I have from your Company?

All John Lewis of Hungerford beautifully installed kitchens come with a combined 10 year product and workmanship guarantee, providing our clients with total peace of mind. Of course this guarantee is supplied with our standard terms and conditions and fair usage policy, but our clients can be assured of both a quality product and installation experience.

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6. Do you have installers for my project?

Yes, we have many teams of specialist registered and certified installers who would be delighted to fit your kitchen. They have worked with us for many years - some up to 19 years. We will give you a dry fit installation cost at the 1st design stage plus a price list for other work you may require. The appropriate fitter for your area and would also undertake the technical survey can choose to have any supplementary works undertaken with him directly during the survey. Our fitters MUST install the Fusion work surfaces. Our comprehensive installation service offers a "one-stop-shop" for our customers, providing a great service and that all important peace of mind. Our service includes:

  • Installation carried out by one of our experienced installers who are also iKBBI members
  • Clear itemised pricing with a "no hidden cost" guarantee
  • 10 Year workmanship guarantee
  • FREE professional technical survey at your home
  • Continual contact and support from our showroom team throughout the installation
  • Dedicated Project Manager to supervise the installation
  • One-stop-shop installation including installation tiles, gas and electric (all legally certified)

We are proud to be members of The Institute of Kitchen, Bedroom & Bathroom Installers (or iKBBI as their better known). The Institute is the first and only Secretary of State approved and industry supported independent body specifically for professional kitchen, bedroom and bathroom installers in the UK.  We have worked closely with the institute developing a quality installation service that offers both assurance and quality for our customers.

Contact your nearest showroom for further details or visit The Institute of Kitchen, Bedroom & Bathroom Installers website at:

www.ikbbi.org.uk/consumer.htm

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7. I can't possibly measure my own kitchen can you help?

You don't have to worry, we can help you - Because there are normally only a few critical dimensions in any room, in the 1st instance to get things moving we just need to know the basic room dimensions. For example where the doors and windows are plus if there is anything that needs to stay in the room like a boiler or chimney etc, any gas or electric meters or unsightly pipes sticking out etc. If you have a low ceiling you can touch from the floor, we need to know the height of that too. We generally make the design slightly too big for the room and scribe on site to fit, just like buying a carpet! Once we have your basic measurements we do all the designing for you in the showroom and after the initial design meeting, when you are ready we will arrange for a full technical survey to be done. There is a small fee for the survey if you decide not to proceed with your purchase.

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8. How do I know that my kitchen will arrive on the day when I have already paid in full?

We have been in business for 40 years plus and we are also a PLC. We are a very highly respected company and we have no record of not supplying goods to our customers. In fact over 85% of our customers are happy to recommend us to friends and family.

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9. Can I have my free-standing appliances housed?

No!!! Freestanding appliances are designed to be 'freestanding' with air circulating all around. Complications can occur if they are housed. It is always advisable to purchase specific integrated appliances if you wish to conceal them within your kitchen.

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10. How much will a John Lewis of Hungerford kitchen cost?

Every John Lewis of Hungerford kitchen is an investment for you and your home that we expect to last for many, many years. How much you invest very much depends on what you chose and the size of your room! For example, granite worktops will add another few thousand pounds to your purchase.
On average our clients spend between £17,500 and £25,000 including installation. For more information on pricing do contact your nearest showroom who will be able to give you the exact prices of each showroom display.

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11. Where do you deliver and install?

We deliver anywhere on the UK mainland. Our installers will travel anywhere too.

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FAQ online shop

  1. Where is my order?
  2. How much is delivery?
  3. What is the delivery process?
  4. How do I change my personal details?
  5. How do I cancel or change an order?
  6. What is your return's Policy?
  7. When do I get refunded once I've returned an item?
  8. What are my rights under the distance selling regulations?
  9. What are the door styles?
  10. What are the surface types?
  11. How long does it take to receive my order?

 

1.  Where is my order?

Should you need any further information you can call our customer service team on 0870 8888123 or you can Email shop@john-lewis.co.uk.

 

2.  How much is delivery?

England & Wales mainland deliveries (excluding SCOTLAND) are based upon the net total, excluding discount:

£50 and under                                  £7.50 net

over £50 and less than £200          £12.76 net

over £200 and less than £400        £25.53 net

£400 and less than £600               £40.42 net

over £600                                    £120.00 net

Scotland mainland deliveries (excluding OFF SHORE) are based upon the net total, excluding discount:

£50 and under                               £12.76 net

over £50 and less than £200         £25.53 net

over £201 and less than £400       £40.42 net

£401and less than £600              £120.00 net

Multiple items                             £173.91 net

Off shore delivery is available by quotation from the shopkeeper.

 

3. What is the delivery process?

We use specialist furniture delivery teams for large items who are very used to our furniture and standards to make your delivery. A useful point to take into consideration is to make sure you can fit larger items through any external or internal room doors, it is always best to be prepared for this in advance! Due the weight and bulk of items, other than accessories, chairs and stools, furniture is not wrapped for delivery but blanketed during transit. We are unable to deliver items beyond the ground floor.

Before Delivery

When placing an order for handmade furniture you will be provided with an estimated delivery date. This date incorporates the time required to manufacture your specific items. Please be aware that this date is only a guide. When ordering freestanding furniture on line, each item will have it's own specific lead-time. When ordering several items please note that the estimated week commencing date for delivery will be the latest date for all items ordered. Our delivery department will contact you to let you know of the exact date of delivery plus a morning or afternoon slot, for the arrival of your order, giving roughly 2 week’s notice to allow you arrange to be available to receive the delivery.

We are unable to make changes to deliveries after 14 days of the original pre booked date without passing on the cancelled delivery and re delivery plus handling charge.

On Delivery

Take time to check your order carefully when it is delivered and ensure that you are satisfied and that all the components are present.

 

4.  How do I change my personal details?

In order to amend your personal details please call us on 0870 8888123 or alternatively email shop@john-lewis.co.uk

 

5.  How do I cancel or change an order?

If you need to amend or cancel your Furniture order you may only do so up to 48 hours after you have placed your order by contacting us on 0870 8888123. After 48hrs, we reserve the right to charge you any costs we incur in relation to your cancelled order. This will be 25% of the value of the Products cancelled and will be deducted from your refund.

 

6.  What is your return's Policy?

Products cannot be returned after you have received them, unless they have been confirmed by a representative of John Lewis of Hungerford as defective. Furniture cannot be returned direct to our stores, for further details please email shop@john-lewis.co.uk. All authorised returns must be completed using one of our specialist couriers. When a collection is required, this can be arranged for a cost of £45. Should you have any further queries you can call our customer service team on 0870 8888123. Products will remain your responsibility until we receive them back. When we receive back the products we will refund you any payment that you have made using your original payment method where appropriate. Products remain your responsibility and property until we receive them.

 

7.  When do I get refunded once I've returned an item?

Once the products you wish to return have been received by us, a refund for the agreed amount will be actioned to the original method of payment. Please allow 14 days from return for this process to be completed.

 

8.  What are my rights under the distance selling regulations?

Informing us, within 7 Days commencing from the day after receipt of the Products that you wish to return them, may allow the return items purchased exclusively via 'Distance Communication'.

 

9.  What are the door styles?

Shaker or Raised Fielded Panel. The Shaker style is a simple plain frame.

http://http://www.john-lewis.co.uk/kitchens/shaker/

The Raised Fielded Panel has the same simple frame as the Shaker but with the addition of a raised central panel with detail on the panel edging.

https://www.john-lewis.co.uk/kitchens/artisan

 

10.  What are the surface types?

On all furniture with the exception of the Worktables, the Pine surface has a distressed lacquered finish and the Oak is a matt lacquered finish. On The Worktables the Oak and Maple are oiled.

 

11.   How long does it take to receive my order?

All approximate delivery lead times stated start from receipt of order payment to the online shop.

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