Frequently Asked Questions

Below you will find answers to some commonly asked questions regarding our products and services. If you don't see the answer to your question below then please contact us for assistance.

Ordering process

Q: Where can i find the cabinets?
A: To select the units for Second nature or Fusion ranges just click the 'Kitchens' link, then choose either 'traditional', 'modern', 'shaker', or Fusion and then the particular door. Select 'begin selecting components in this door style'. This will then take you to the cabinet category page where you can begin ordering your cabinets and accessories. For the 'Premier Timber' and Parapan ranges please request a quotation by e-mail, phone or fax.

Q: What do the units I am ordering include?
A: Each unit comes complete with cabinet, doors, hinges, drawer box where applicable, shelves, legs and plith clips, concealed hanging brackets and wall support plates for wall units. Items that you should order separately include plinth, cornice, pelmet, panels, lights and handles.

Q: Where are the housing units for dishwashers, washing machines, fridges, freezers etc?
A: We recommend built-under variants of the above rather than built-in ones. For these you require a door rather than a housing unit as they have small feet that sit on the floor. Such doors can be found in the 'decor' section of the cabinet category page. You may also need a base panel as well to support the worksurface and these can be found in the same 'decor' section

Q: What do i do if i make a mistake when ordering?
A: All our orders are made to order and as such when construction commences it is to late to cancel any item and you remain liable for the cost. That said alterations to units are normally possible without penalty up to one week after placing an order.

Q: Is your website safe and can I use my credit card securely?
A: Any online purchase should only ever be made from a trusted site, one that can show that they use secure servers and have secure payment methods with reputable payment providers. When you order our products and pay online you are taken to a 128-bit encrypted payment gateway page hosted by either Paypal UK or Google checkout where you enter your credit card details. Your card details are stored on a secure database with multiple government approved safety measures and are not accessible through our website either by us or anyone else.

Other details such as your name and delivery address will be kept by us securely during the process of your order and will not be sold or disclosed to any third parties. Please see our privacy statement for further details.

Q: Do the prices include VAT?
A: The VAT is added at the shopping basket stage.

Delivery process

Q: How long will it take to build and deliver my kitchen?
A: All our kitchens are made to order and the standard lead time is 4-6 weeks from placing your order. An extended lead time may be necessary for some of the specialist ranges. If you require your kitchen quicker than this please contact us and we may be able to offer an express delivery subject to current orders.

Q: Where can you deliver to?
A: We currently deliver throughout mainland UK and the Isle of Wight with our own two man delivery teams. Delivery to the Isle Of Man is possible on request. Delivery to the Republic of Ireland and Northern Ireland is also possible via a carrier. In this case we will deliver to the nearest port on Mainland UK and a Carrier will have to be arranged to transport the kitchen via ferry and to your premises. We also welcome collections from our office directly if this is prefered.

Q: Can you specify an exact delivery time?
A: On receipt of your order we will contact you to confirm all the details and at this point agree a specific delivery date. If there are delays on any components then we will notify you as soon as we are informed. However based on our standard lead time this is extremely unusual.

After sales service

Q: What guarantees are offered on your products?
A: All our kitchen units and accessories come with a 5 year parts guarantee. In the unlikely event of a manufacturing fault replacements will be sent to your address free of charge. All appliances, worktops, sink and taps come with there own manufacturer warranties. Please see appropriate sections for further details.

Q: What if I have problems when fitting my new kitchen?
A: Our kitchens are rigid built and supplied fully assembled and are therefore relatively easy to install. However we are of course always happy to offer advice and guidance during the installation process as we wish our kitchens to be the very best they can be.

Cabinets

Q: What are your cabinets made from?
A: Our cabinets are made from 18mm coordinating furniture grade board from the leading board manufacturers Egger and Kronospan.

Q: What colour are the cabinets available in?
A: All our cabinets are colour coordinated to achieve the best possible match to your chosen door. Should you wish a special combination such as an ivory door but beech cabinet then please make a note in the special requirements box at the checkout stage.

Q: Are your cabinets truly rigid?
A: Our cabinets have full height solid 18mm back, sides and bottom. They also have two support rails on the top section producing an extremely strong backbone to your kitchen. This also makes them ideal for supporting granite worktops should this be necessary. They are of glue and dowel construction (superior both in strength and appearance to cheaper cam and dowel methods) and are delivered to you fully assembled with the doors already hung, and the drawer boxes already assembled and in place. You need only drill the holes for the handles.

Q: Can you supply just the cabinets without the doors?
A: We can supply just the cabinets if you wish either with or without the fittings and fixtures. If this is what you require please either e-mail or fax us a list of the cabinets with any special requirements you may have and we will be happy to provide a quotation and help you with placing an order.

Q: Can the cabinets come in any size i want?
A: All our kitchens are made to order and you can select from a huge catalogue of shapes and sizes fulfilling most needs. However if you have a special request please contact us with your requirements.

Doors

Q: What materials are your doors made from?
A: Our doors are made of wood, wood veneer, laminate or vinyl depending on the door style. This is specified on the kitchen category and door sample pages.

Q: Can you supply just the doors alone?
A: We can supply just the doors if required and can offer them at a better price than most door replacement companies. Just select the door style you like and then select all of the items you require from the list. If doors are purchased in this way then they are delivered direct from the manufacturer and are supplied undrilled. For specialist doors please just fax or e-mail a list of your requirements.

Q: Can you supply any door i want?
A: We have a large selection of door styles on this website giving many contemporary and traditional looks. Should you however require a door you have seen elsewhere then please contact us with your requirements and we will be happy to source the doors on your behalf and supply them separately or as part of a complete kitchen.

Accessories

Q: What sort of accessories are available to complete my kitchen?
A: There are many accessories available to complete your kitchen package. For simplicity all storage solutions such as pull-outs etc that fit into a cabinet are available to order as a complete module (i.e. cabinet and gadget). They can be found in the appropriate cabinet category. Other accessories such as shelves etc can be found in the finishing touches section.

Q: Can you supply the gadget alone without the cabinet?
A: Should you wish to order a storage solution without the cabinet please e-mail or fax us your requirements and we will contact you to discuss a price.

Appliances and Worktops

Q: What sort of worktops can you supply?
A: We can currently supply both laminate and solid wood worktops. The laminated worktops are made by Axiom and available in a number of patterns and finishes. The wooden worktops are available in a number of species and with a variety of different profiles to suit your needs. Please see our worktops section for further details. For Granite, glass and other specialist worktops please see our links page.

Q: Can you supply any type of appliance?
A: There is already a large selection of appliances available on the website. However if you require a specific brand or model of appliance please contact us with your requirements and we will source it on your behalf.