Frequently Asked Questions

At Fridge Freezer Direct we pride ourselves on our outstanding customer service and support. We often find that the same questions repeatedly come up and so we've created our FAQ page to clear up some of the most commonly asked questions. If you have any other queries please contact us either by phone, email or via Live Chat.



Payments

What Payment Types Do You Accept?

We accept all major UK registered credit cards and debit cards as well as Amercian Express. Payment can also be made via a bank transfer. When a bank transfer is the perfered method of payment, it should be noted that we will not place your order until the total amount has cleared in our account. Leasing is also available however this may take between 7-10 working days to arrange.

How Do I Make Payment?

You can order securely online via our website through SagePay, with Amazon Pay or over the phone with a member of our team.

With Amazon Pay, you can speed through checkout using the information already stored in your Amazon account. There’s no need to re-enter your payment or address details. Amazon Pay gives you a fast, easy, and secure way to pay for products and services on our site.

Orders can be placed online 24 hours a day, 7 days a week however if placed outside of working hours the order will not be processed until the next working day.

What If I Do Not Want To Put My Card Details In Online?

If you feel you do not want to input your card details online you can still proceed with your order paying by either bank transfer or giving our team a call. You can call us direct on local rate 01455 234776 with your order during the hours of Monday - Friday 9.00am - 5.00pm. We have 10 lines so someone will always be available to take your call during these hours.

Do You Accept Credit Cards Registered Outside of the UK?

No, only UK registered cards are accepted.


Delivery

When Will My Order Be Delivered?

Most orders are dispatched from stock with a lead time of 3-5 working days. Standard deliveries will be made between 8am - 6pm. Next day delivery can be arranged in some cases however this may incur an additional cost. For next day delivery orders must be placed and full payment cleared before 10am. We cannot offer next day deliveries for orders placed over the weekend or bank holidays.

What If My Order Is Not In Stock?

In the unlikely event that the product you have chosen is not in stock we will contact you immediately. You will then be offered the choice of cancelling your order for a full refund, waiting until the product has come back in stock (our sales advisors will be able to advise when this would be) or purchasing a similar product.

How Much Do You Charge For Delivery?

We offer free delivery on all orders to the mainland UK. A delivery surcharge will apply to some areas in Northern Scotland and some areas of Cornwall. For deliveries to addresses not in the UK mainland please call one of our sales advisors.

What If Any Of The Products Arrive Damaged?

All carriers are used at the manufacturers discretion. If you have a concern regarding delivery, please advise our customer service department immediately. Damaged or faulty goods must be reported to us immediately upon delivery either by phone: 01455 234776 or email: sales@fridgefreezerdirect.co.uk.

Any damaged goods MUST be signed as damaged on the delivery note. If you are unable to inspect equipment at the time of delivery please sign for as 'unchecked' and inform us of any problems within 24 hours of delivery. We will then make further arrangements with you to replace the damaged goods at the earliest possible date.

Do You Offer Timed Deliveries?

All purchases made through FFD are made in a commercial capacity, this means that the delivery system differs from that of domestic market. All standard deliveries are made between 8am-6pm Mon-Friday. Some manufacturer's may offer a timed delivery option however this will incur an additional charge.

Will I Receive a Call Before my Delivery?

Pre-delivery calls can be made although this is not guaranteed. 

What if I'm Not There To Accept Delivery?

Somebody must be present at the delivery address between the stated delivery times in order to accept delivery. If no-one is at site, a failed delivery cost and restocking fee will be charged.

I've Ordered Stock and Booked In Tradespeople. Will You Cover the Cost?

We advise against booking in any third party services or placing orders of stock until you have received your order. Should an issue arise which prevents delivery on the stipulated date no liability can be accepted for costs or loss of stock.

What Vehicle Will my Delivery Be Made On?

Standard deliveries will usually be made on an 18 tonne lorry, roughly the size of a double decker. It is vital that you inform us if there are any access issues to your site. If delivery can't be made a failed delivery / redelivery charge will be applied. If you have any concerns or questions please contact our customer service department on 01455 234776 ext 3.

Will My Order Be Brought Inside?

All standard orders are made to kerbside, to the nearest access point of the building. Equipment will not be brought inside the premises. Some manufacturer's do offer the option of a position and unpack service to ground floor sites where there is level access however this service will incur an additional charge. 

Who Do I Contact If I Have A Query About My Online Order Or Delivery?

You can contact one of our customer service team on local rate 01455 234776 ext. 3 or you can e-mail us at service@fridgefreezerdirect.co.uk. We are also available during working hours on LiveChat. For other ways to get in touch visit our Contact Us page.

Do You Deliver On Weekends?

All deliveries are made between the hours of 8am and 6pm, Monday - Friday (except bank holidays). Some manufacturer's may offer a chargeable Saturday delivery option however this isn't available on all equipment.

Do You Ship To Outside The UK?

If you wish to ship products to addresses outside the UK mainland, in Europe or elsewhere in the the world we can deliver to freight forwarding companies. If you have a preferred courier we can arrange for delivery through them however we can also put you in touch with third party companies that specialise in non-UK deliveries.


Security

We Care for Your Security

We understand that you're concerned about the security and privacy of your online transactions. This is why we use Comodo to ensure that your valuable data, such as credit card details, are encrypted when you interact with our site.

Are My Credit Card Details Secured?

We use the latest encryption methods and provide physical security for our data servers to gather your personal information such as your address and phone numbers. Your credit card details are only entered on our payment partners highly secure servers direct from SagePay. 

Most experts agree that credit card transactions over the Internet are the safest of all common credit card purchases. The National Credit Information Network confirms that most Internet fraud involves people presenting merchants with stolen cards, not people stealing credit card information from the Internet.

Internet commerce is fast becoming the preferred method of shopping for quality, variety and price. The SSL Protocol used by FFD assures that your shopping experience is secure and confidential.

How Do You Secure My Payment Information?

We employ state-of-the-art data encryption to ensure safe and secure transactions to our site.

Your computer and ours agree to transpose whatever we are sending into an unintelligible "hash" of characters, using a technology called SSL. For example:

3048 0241 00C9 18FA CF8D EB2D EFD5 FD37 89B9 E069 EA97 FC20 5E35 F577 EE31 C4FB C6E4 4811 7D86 BC8F BAFA 362F 922B F01B 2F40 C744 2654 C0DD 2881 D673 CA2B 4003 C266 E2CD CB02 0301 0001

Without the information on your computer or ours, no one can understand our encrypted communication.

For your safety, please expect anyone who communicates confidential information with you on the Internet to use encryption, the way we do.

How Do I Know You Are A Real Organisation?

To generate an encrypted SSL transmission, a web server requires an SSL Certificate. Checking a website's certificate is good practice that helps you avoid spoof websites, sometimes called "phishing" sites. To check the certificate, click on the padlock. Your browser will show you the name of the owner of the certificate. This name should match the name of the website operator.

Our SSL certificates are issued by a leading certificate authority, Comodo CA. Comodo is Web Trust-compliant, meaning that their business practices and processes have been rigorously audited according to AICPA (American Institute of Certified Public Accountants) guidelines by an independent approved auditor (Ernst & Young).

Comodo High Assurance certificates enable a high level of encryption. They also confirm that a company is a legally accountable organization.

To receive a High Assurance SSL Certificate from Comodo, we had to demonstrate to them that we are an existing business, along with our control over the domain you are visiting. When you shop online, you deserve to be know who you are interacting with.

Seeing a site with a High Assurance SSL Certificate, confirms two essential factors:

  • That you have a secure SSL (encrypted) link with this website
  • That this website represents a real organization

To find out more about SSL or Comodo, please visit Instant SSL.

What Is SSL?

Secure Sockets Layer, SSL, is the security technology for encrypting a link between a web server and a browser. All data passed between our web server and your browser remains private and secure.

Whenever you communicate with us on our payment pages, a small padlock appears near the address of the page you are on as a sign that we are now engaging SSL. You'll also notice that http:// is replaced by https:// (The 's' stands for 'Secure').

What Is Your Privacy Policy?

We will add your address to our mailing list for news, updates and promotions when you place an order with us. We collect personal data primarily to provide you with efficient customer service. We do not give out email address details to any third parties.Read Our Full Privacy Policy


Cancellations & Returns

What Is Your Returns & Cancellation Policy?

To return a faulty product you must contact us within 24 hours of receiving the item. We advise that you fully check the condition of the item before signing for it, as signing for the item confirms that you accept the unit in the present condition. The item must be unused (unless damage or fault is only found through use) and in all original packaging. There will be a restocking fee. This fee will typically be around 25% however this is at the manufacturer's discretion and can be as much as 50% of the cost of the unit.

If goods have not been dispatched from the manufacturer and the order is cancelled we will refund you the full invoice amount. If goods have already been dispatched the above will apply.

If you have taken delivery for your goods and you decide that you find that your order doesn't meet your needs, you may have to cover the cost of sending the unit back, dependent on the manufacturer. If the manufacturer collects there will be an additional cost for transport. This will be dependent on the size, weight and location of the unit. This will also incur an additional restocking fee.

What Is a Restocking Fee and Why Do I Have to Pay One?

A restocking fee is the charge applied when equipment is sent back to the manufacturer. This could be due to making an incorrect order, the refusal of delivery or the cancellation of an order after it has been dispatched. Once a piece of equipment has been dispatched, delivered or unpacked, even if it hasn't been used, it cannot be resold as a new. The restocking fee reflects this. This charge is put in place by the manufacturer, not FFD as the supplier, therefore we are unable to waive or reduce the amount charged under any circumstances. The restocking fee will typically be around 25 % of the total cost of the equipment however in some cases could be as much as 50%.


Products & Purchases

Will My Item/s Look Exactly Like the Picture on the Product Page?

Images on our site should be used for illustration purposes only. Although equipment is generally the same as shown in the pictures, there may be minor variations on some occasion.

I've Ordered Incorrectly, Can I Get a Full Refund?

It is your responsibility to make sure that the equipment you order is suitable for your intended use. This includes making sure that all sizes, power requirements and drainage etc. are compatible with your premises. If you are unsure about anything regarding equipment, get in touch with our team of experts who will happily advise on the most suitable unit for you.

In the case of a wrong order, item/s must be in the original packaging, must not have been plugged in or used and notification of the wrong order be given within 24 hours of delivery. If any of these points are not met it is likely that the manufacturer will refuse a refund altogether. 

Where these points are satisfied a refund may be given, minus a restocking fee.


Warranties

What Do I Do If my Equipment Has A Fault?

If you experience a fault with your equipment get in touch with our customer service department. They will ascertain the level of warranty cover you have on your equipment and whether you are within your warranty term. They may be able to offer some simple checks that can be made that could potentially remedy the issue before calling out an engineer. If these checks have been made and the problem persists, our customer service team will be able to talk you through the process of warranty claims. 

Should you experience any issue with your equipment within the first 30 days after receiving delivery, an engineer will attend site, even if your initial purchase was made with a parts only warranty. If the problem is deemed to be an electro-mechanical fault, the cost of the engineers call out within this 30 day period will be covered by the manufacturer whether you have a parts only or full parts and labour warranty. Where the issue is deemed to be due to user error, the call out will be chargeable.  

What Does My Warranty Cover?

If you have a parts only warranty, the cost of any replacement parts required to fix the equipment will be covered however you will have to pay for labour costs and engineers call-outs yourself. A full warranty will cover the cost of engineer call-out, diagnosis and repair as well as the price of replacement parts. Please Note that the level of warranty you choose at the point of purchase will be final - it isn't possible to choose parts only for example and then upgrade to parts and labour should a problem occur. Commercial warranties will over cover the cost of electromechanical breakdowns and does not include wear and tear damage or issues caused by user error. Find the warranty call-out form and more information regarding warranties here.

Where equipment has been shipped outside of mainland UK, labour warranty may be void. This may also include off shore islands and Northern and Southern Ireland in some cases. A parts cover will still stand however additional delivery costs to ship out replacement parts will be chargeable. For manufacturer and geographical information about warranty cover in relation to non-mainland UK addresses please contact our team.

What If My Equipment Is Out of Warranty?

Unfortunately if your warranty has expired we will be unable to cover any costs incurred during repair of equipment. We can offer engineer contact details if you require. 

Click To Read Our Full Terms & Conditions


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