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FAQ's

Please click on a category from the list below:


Coronavirus and your order

Are you still offering installation?

We are offering installation on:

  • All refrigeration appliances
  • Cooking products (except for LPG models)
  • All washing machines and washer dryers
  • Condenser and some heat pump tumble dryers
  • All dishwashers
  • Laptop set up (this is a virtual service)

We’re taking a sensible approach to the evolving situation and reintroducing our services when we can safely do so. As such, we’re not offering installation on:

  • LPG cooking
  • TV to wall installation
  • Vented tumble dryers
  • Unpack & inspect

If you’re self-isolating because of illness or Coronavirus/Covid-19 symptoms, and you’ve booked an installation for a relevant appliance - we won’t be able to enter your home to carry out the installation. We will need to leave the item on your doorstep. The cost of your installation will be refunded.

If you need to make any changes to your order contact us on 0333 777 8907 to talk to one of the team who’ll be happy to help you.

Will you bring the product into my home?

All deliveries will now be made to behind the main entrance of your home. If you have a shared entrance – if you live in an apartment block, for example – this means we’ll bring it into your apartment, not just the front entrance to the building.

The only exceptions to this will be American Fridge Freezers or products that include an installation service - which we will continue to deliver to the room of your choice.

If you have a recycling collection booked, you’ll need to bring your item to your door ready for us to collect otherwise we won’t be able to remove it.

If you’re self-isolating because of illness or Coronavirus/Covid-19 symptoms, and have booked an installation, we won’t be able to enter your home to carry out the installation. We will need to leave the item on your doorstep. The cost of your installation will be refunded.

We’re taking a sensible approach to the evolving situation with Coronavirus by following all Government advice to make sure we can continue to serve our customers and protect our people. When we deliver, we ask that you distance yourself from our drivers by waiting in another room while they carry out the delivery. This helps to reduce the risk of spreading the virus to others.

If you’d prefer to rebook your delivery contact us on 0333 777 8907  to talk to one of the team who’ll be happy to help you.

What precautions are your delivery drivers taking to ensure I don’t get Coronavirus?

Our drivers are following all Government advice. As such, your driver will call you ahead of arriving at your property to double-check if you’re isolating or not. On arrival, your driver will ensure they keep a 2 metre distance from your door and will ask you to wait in another room whilst they deliver your product. Our drivers will be wearing gloves and are washing their hands regularly.

If a driver asks to wash their hands in your home we would appreciate if you could help them out. There’s currently a nationwide shortage of hand sanitiser but we are working hard to source stock and provide our drivers with this. In the meantime, hand washing is the best advice.

On occasion we do use third party delivery people who have ensured us they are following all Government guidance.

Can your driver refuse to come into my house and install my product?

Keeping our people and customers healthy and safe is a top priority, so there may be an occasion where a driver doesn’t feel comfortable coming into your home. If this does happen, you can agree to a doorstep delivery or rebook the delivery through our customer service team. If you had an installation booked and it isn’t installed, we will refund you in full.

What happens if I book a delivery and start to feel unwell, or I’m told to self-isolate?

You should contact us on 0333 777 8907 and talk to one of our team. You might decide to re-arrange your delivery or we can deliver to your doorstep, but we won’t be able to offer the full range of services, including installation. See below if you are self-isolating.

I’m not self-isolating but I’m feeling a bit unwell – can I still order from you?

Sorry to hear you’re feeling unwell. We can still deliver, but we’ll need to take a number of precautions as if you’re self-isolating - please see below. However, you might want to think about arranging your delivery for a few weeks’ time when you are feeling better. That way we can give you the full service.

I’m self-isolating – will you still deliver?

Sorry to hear you’ve had to self-isolate. We can still deliver but we will need to take a number of precautions.

  • We won’t be able to enter your home, so unfortunately we won’t be able to do any installation work
  • We’ll have to deliver your product to your doorstep
  • You won’t have to sign for delivery. Instead we’ll take pictures of your delivery on the doorstep, helping to reduce any unnecessary contact.
  • You might want to think about arranging your delivery for a few weeks’ time when you are out of self-isolation (we recommend 4 weeks) so that we can give you the full service.

If my product was delivered but it’s got a fault, will you come and uninstall it/collect it?

We’re sorry that you have a fault with your product. We’re taking a sensible approach to the evolving situation with Coronavirus by following all Government advice to make sure we can continue to serve our customers and protect our people. If it appears that your product has developed a fault, following the recent government advice, we won’t be able to enter your house to uninstall or collect your product. If you urgently require a replacement, please place a new order and we can deliver this to your doorstep. When you are out of isolation you can call us to make arrangements to collect the faulty item that you wish to return.

I want to exchange my product, will the coronavirus affect this?

Following the recent government advice, we won’t be able to enter your house. If you are not displaying any symptoms of Coronavirus we will collect your product providing it is ready to collect by the entrance to your property.

If you are in self isolation due to yourself or a member of your household displaying symptoms we will be unable to collect the product. You have 100 days in which to return the product so we would ask you to hang on for a bit until you are no longer at-risk and out of isolation.

Can I cancel my product now it’s already in my home?

We won’t enter your house unless we are providing installation for selected products. If you are not displaying any symptoms of Coronavirus we will collect your product providing it is ready to collect by the entrance to your property.

If you are in self isolation due to yourself or a member of your household displaying symptoms we will be unable to collect the product. You have 100 days in which to return the product so we would ask you to hang on for a bit until you are no longer at-risk and out of isolation.

If the situation gets worse, will you stop delivering? Are you at risk of running out of products?

We’ll continue to deliver as long as we can do so safely. We are seeing unprecedented demand for some products (freezers, for example) which has led to some challenges with availability. However we will continue to work with our suppliers to offer the best possible range. We will only list for delivery any products that we have in stock in our own warehouse, or are in stock with our suppliers.

Will the latest Government advice affect my order?

Your order will remain unchanged, unless you have booked an installation or unpacking service.

We are offering installation on:

  • All refrigeration appliances
  • Cooking products (except for LPG models)
  • All washing machines and washer dryers
  • Condenser and some heat pump tumble dryers
  • All dishwashers
  • Laptop set up (this is a virtual service)

We’re taking a sensible approach to the evolving situation and reintroducing our services when we can safely do so. As such, we’re not offering installation on:

  • LPG cooking
  • TV to wall installation
  • Vented tumble dryers
  • Unpack & inspect

If you’ve booked an installation or unpack that we can’t do, we’ll refund the cost of this.

Whilst your order won’t change – bar installation – the delivery of your product will.

All deliveries will now be made to behind the main entrance of your home. If you have a shared entrance – such as if you live in an apartment block – this means we’ll bring it into your apartment, not just the front entrance to the building, but we currently can’t deliver to the room of your choice.

The only exceptions to this will be all eligible products that include our installation service and all American Fridge Freezers (with or without installation) which we will continue to deliver to the room of your choice.

We will be following social distancing guidelines and would appreciate it if you could work with us to do the same upon delivery and throughout any installation service by keeping your distance and waiting in another room. We recommend that you clean surfaces and handles once any installation is completed as an extra precaution. Drivers have been given gloves and facemasks and are encouraged to wear them – if your driver isn’t then please feel free to ask them to wear them.

If you have a recycling collection booked, you will need to bring your item to your door ready for us to collect, otherwise we won’t be able to remove it.

If you need to amend your order contact us on 0333 777 8907 to talk to one of the team who’ll be happy to help you.

Are you collecting products if I want to return?

Yes – but you will need to bring your product to the entrance of your home and remain in another room whilst we collect your item.

Can I rebook my order and service?

Yes – if you need to rebook or amend your order contact us on 0333 777 8907 to talk to one of the team who’ll be happy to help you.

Who is classed as vulnerable and what is your approach to delivery and services for vulnerable individuals?

Our driver will call you ahead of your delivery to check to see if you’re self-isolating. If you’re physically unable to move your product from the entrance of your home, your driver will try to help. Our drivers will do their best to do what is right and appropriate under the circumstances. In these instances, your driver will continue to follow guidance on social distancing and hygiene to minimise any risk.

If I have booked an installation service which has been cancelled, can I amend or cancel my full order and get a refund?

Yes – to amend or cancel your order contact us on 0333 777 8907 and talk to one of our team.

Are you still offering Click + Collect services?

Yes, as it stands we are still offering Click + Collect services. A lot of the Collect+ locations are stores that will remain open, such as newsagents and pharmacies. We’re working with Collect+ to ensure that only open stores are available for you to select when you place your order, but you should double check that the store hasn’t closed temporarily.


Placing your order

How can I order?

You can place your order on this website. I‘m afraid we’re no longer taking orders over the phone.

When can I order?

You can order from the website at any time and our phone lines are open Monday to Friday 8am - 7pm and Saturday to Sunday 8am - 6pm.

Is it cheaper to order over the Internet?

No, the price and service are the same. So do whatever works best for you. We do recommend you check the website for the latest prices as they can change.

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 our advice line on 0333 777 8907.

*Please note, product dimensions do not include any protruding features such as, control knobs and door handles.

When do you confirm that my product is available?

We do this within 48 hours of your order. A member of our team will contact you to agree a convenient delivery day and confirm the stock is available.

Can the prices change?

Yes they can. We will always do our best to offer you the best value available, that's why we suggest you check the website or speak to a member of our sales team for the latest offers and prices.

Can the prices change after I have made my order?

No. Once you have placed your order and we have issued an order number, the price is guaranteed.


Paying for your products

Which payment methods can I use to place my order?

You can use your Next account or any of the following; Maestro, Visa, American Express, Mastercard or PayPal.

Is it safe to send my debit/credit card details over the web?

Yes. We encrypt your payment card details using industry standard SSL technology to ensure they are completely safe.

If I don't want to pay online what do I do?

Simply telephone our call centre on 0333 777 8907 and one of our advisors will be happy to process your order by telephone using your payment card.

Payment for your order

Authority for payment must be given at the time of your order. Payment will only be taken once we confirm stock availability.


Getting my delivery

How will my appliances be delivered?

Your goods will be delivered by our dedicated carrier service between 7am and 7pm.

Where can you deliver?

We will deliver appliances to any address within mainland UK*

*Unfortunately we’re unable to deliver to Mainland Ireland, the Scottish Highlands and Islands, Channel Island or the Isle of Man.

Do I have to wait in all day for my delivery?

No. We will call you on the day of your delivery to confirm your estimated delivery slot. This will help you plan your day without having to waste time waiting around.

What happens if you can’t deliver?

Occasionally we may experience delivery restrictions in your area beyond our control. For example bad weather closing roads. We’ll always try our best to deliver and if your order is affected we will block out those dates in your delivery calendar.

How long does it normally take for my appliance to arrive?

All appliances come from our central warehouse and are normally available for delivery to all mainland UK postcode areas in 2-7 days (Northern Ireland deliveries can take up to 14 days).

Delivery lead times may vary dependant on the appliance type, manufacturer or stock availability. Please check individual items for estimated delivery lead times. If for any reason this is not going to be the case you will be informed within 48 hours of placing your order.

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.

How much does delivery cost?

Standard Delivery starts from £20 for mainland UK (Northern Ireland from £35), and this applies to as many items as you wish to have on a single delivery.

Please note, if you opt for a delivery on a Saturday or Sunday or the 2-3 day delivery service, additional charges will apply*.

*These services are only available to mainland UK postcodes.

What if I’m in a hurry?

Those of our customers who are in a hurry tend to opt for our ‘Next Day’ or ‘2-3 Day Rapid Delivery’ service so they can get their appliances even quicker.*

*please note, you must order before 7pm

Is there an extra charge for weekend deliveries?

Yes. Extra charges start from £10 for Saturday or Sunday delivery.

Is there an additional charge for next day deliveries?

Yes. Extra charges start from just £10 for our super quick ‘Next Day’ service.

Is there an additional charge for 2-3 day delivery?

Yes. Extra charges start from just £5 for our Rapid Delivery service.

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. If you are not at home for a pre-arranged delivery then we reserve the right to charge you to redeliver your order.

When I order more than one item, will they all be delivered at the same time?

Yes they will. It does not matter how many appliances you order or how many different brands you choose, they will all be delivered together.

Do you connect the appliances?

Yes we do. You can request that our delivery team connect your freestanding washing machine, washer dryer or dishwasher. This must be done at the point of order and a charge will be made for each item.

Connection can be carried out to an existing standard domestic appliance water connection, situated within one metre of the appliances location and to a suitable existing 13 amp socket within reach of the appliance's power lead. Included in the connection will be the disposal of the transit brackets and a test of the appliance.

The delivery team will be unable to connect your new appliance if:

  • The old machine is not disconnected.
  • Any electrical/plumbing supplies needed fail the delivery team’s testing or are unsuitable.
  • Any water supply needed cannot be isolated or is unsuitable.
  • Any drainage/waste facilities needed are unusable.
  • Mechanical adjustments are required to the appliance(s) to overcome such things as water pressure etc.
  • Alterations to existing plumbing and electrical are required.

All gas installations, connections and/or disconnections must be performed by a Gas Safe registered engineer. All mains wired electric cookers should only be connected by a qualified electrician. We do not currently offer any installation, connection and/or disconnection service on gas or mains wired electrical products.

Unfortunately this service is only available to certain UK postcodes. (Currently not available in Northern Ireland).

Will you take away and dispose of my old appliance for me?

Yes we will. This is an optional, chargeable service. You can request that our delivery team collect and recycle your old appliance, there is a minimum cost of £15 per appliance for this service. 100% of the cost of this service relates to safely transporting the product to our recycling plant. Under the WEEE regulations, recycling costs are borne by the product manufacturer. Appliance recycling must be arranged at the point of order.

All goods for collection and recycling must be disconnected from all water, electrical and gas supply in advance of the goods being removed. Please ensure your old appliances are emptied and fully defrosted where applicable.

We do not currently offer any disconnection service on gas or mains wired electrical products. All gas disconnections must be performed by a Gas Safe registered engineer. All mains wired electric cookers should only be disconnected by a qualified electrician. Goods collected for recycling are deemed to have zero value.

Unfortunately at the moment this service is only available to certain UK postcodes (Currently not available in Northern Ireland).

How do I know my appliances are in good condition?

All of our appliances are brand new and delivered packaged, straight from our warehouse. We recommend you unpack and check you are happy with the appliance as soon as possible. If you are not totally satisfied once you have unpacked the appliance please contact one of our team on 0333 777 8907.

What happens if I cancel my order?

If you cancel your order your payment card will be refunded in full. The refund will be completed within 24 hours; however this may take up to 5-7 working days to appear on your statement dependent on your card issuer. If 3 working days notice is not given, an additional charge may be payable.

When should I book my fitter?

We suggest you wait until your goods have been successfully delivered before you book a fitter.


Once I have my delivery

What do I do if I have a problem after my appliance has been delivered and connected?

We are here for you every step of the way, simply call our advice line on 0333 777 8907 and we will either resolve the problem for you over the telephone or we will organise for a manufacturer's engineer to visit.

How do I return goods that I do not want?

Call us on 0333 777 8907 and one of our advisors will arrange the collection for you. If you do decide to return a product to us, we do make a charge. See terms and conditions for full details. You have 14 calendar days from the date of delivery to request a collection.

What do you do with my personal information?

We respect your privacy. That's why we do not sell, rent or loan any identifiable information regarding our customers to any third party without your consent. Information given by you will only be used by or on behalf of AO Retail Limited.

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.

For Click here to read our full terms and conditions


WEEE Directive

What is the new WEEE directive?

With effect from July 2007 the UK's Waste Electrical and Electronic Equipment (WEEE) Regulations require that all retailers both actively assist in delivering a UK wide WEEE collection infrastructure and encourage the participation of consumers in recycling electronic equipment. Producers of Electrical and Electronic Equipment (WEEE) will be required to finance the collection, treatment, recovery and environmentally sound disposal of WEEE at its end of life.

How does this new directive affect me?

By taking part in this new directive you can expect that we will dispose of your old appliances in an environmentally friendly way. We will separate the Electrical and Electronic equipment from the normal waste that goes to landfill and send it to specific disposal centres that will treat it and dispose of it in an environmentally sound way.

What do I have to do?

No. We will call you the evening before your delivery, between 9 and 10pm to confirm your estimated delivery slot. This will help you plan your day without having to waste time waiting around.

How much will I have to pay?

Recycling is free, however we do charge from £15 for collection and transportation.

If I don't opt to have Next Domestic Appliances take my old appliance away does this mean it won't be disposed of correctly?

For those customers who have decided not to opt for our full recycling service we have contributed towards a fund which will help local councils to develop and improve their existing WEEE collection facilities. Not all council sites are suitable to collect all types of waste electrical goods but to find out your nearest participating site and for advice on all aspects of recycling at home, please visit www.recycle-more.co.uk.

Alternatively if you wish to return your appliance to us with no charge then this can be accepted at our distributor’s premises;

Expert Logistics
Weston Road
Crewe
Cheshire
CW1 6BE

Monday to Friday 10.00 to 16.00

Proof of your delivery will be required and they can only accept like for like items to those that were delivered.

What does the new directive mean for the environment?

The development of this new directive will greatly help the environment. Instead of all the electrical and electronic equipment going to land fill it will be dealt with separately. The products will be treated and disposed of in an environmentally sound way, therefore reducing dramatically the amounts of Electrical and Electronic waste going to landfill.


Privacy Policy

Who are we?

The Next Domestic Appliances website is operated by;

AO Retail Limited,
5a The Parklands
Lostock
Bolton
BL6 4SD

Registered Company No. 3914998

Use of information

AO Retail Limited respects your privacy. Will not provide your information to any other company without your consent, and you can unsubscribe at any time.

Depending on your response to the Data Protection questions, your personal details may be used, in analysis at an anonymous level by AO Retail Limited.

If you wish to review any of the data protection choices that you have previously made, please telephone 0333 777 8907.


Terms and conditions

Where can I read your full terms and conditions?

Easy, just click on the "terms and conditions" link at the bottom of each page.