Delivery Information

At KDH Electrical we aim to make your delivery as smooth as possible. Please read this page carefully so there are no delays with your order. It should be read alongside our Terms & Conditions, which also apply to all purchases and deliveries, in particular (but not only) sections 3, 6 and 9.

1Delivery tracking

• You may be able to track your order using our order tracking page. Tracking is only available for deliveries made by our own vehicles. Orders delivered by a third-party carrier or directly by the manufacturer won’t show in our tracking, because those services run their own delivery systems and updates.
• Where a third-party courier or manufacturer delivers your order, that service sends any tracking updates or delivery notifications directly to you, using the contact details given when you ordered. We only have the information those providers give us.
• To track your order you need your order number and the email address or phone number you ordered with. The tracking status only updates once your order has been put on a delivery vehicle. Until then it may show as “Info Received”.
• If we’ve already given you a delivery date, that date still stands while your order is waiting to be put on a vehicle. The interim tracking status doesn’t change it.

2Delivery scheduling

• Delivery dates depend on stock availability and our delivery routes.
• At checkout you can choose a preferred delivery date. This is a chargeable service, and the price is shown at checkout before you pay. Choosing a date doesn’t guarantee delivery on that day: we confirm your final delivery date after processing your order. If we can’t meet a preferred date you’ve paid for, we refund that charge in full.
• Please allow at least 3 working days between placing your order and the date you ask for.
• Standard delivery days are Monday to Friday. We occasionally offer Saturday deliveries, but they aren’t part of our standard service. We don’t deliver on Sundays.
• Sometimes we can deliver sooner, depending on stock and route planning.

3Delivery areas and methods

• Deliveries in Kent, London, Essex and Sussex are usually made by our own vehicles and staff.
• In other parts of the UK, delivery may be arranged directly with the manufacturer’s home delivery team or a trusted third-party courier.
• Depending on where you live and what you order, your delivery may come on a pallet. Pallet deliveries are kerbside only: the goods are delivered to the nearest safe and accessible point at the property.
• If you have any concerns about access, unloading, or whether a pallet delivery would suit you, you must contact us before placing your order so we can advise on the options.
• Collection from our premises may also be possible. Please contact us to discuss how it works.

Delivery areas

The checkout applies exactly this list as soon as you enter your postcode, before you pay.

4Delivery access and room of choice

• As standard, our deliveries are made by a trained one-person delivery driver. Delivery includes bringing your appliance to a ground floor room of your choice, as long as there is safe and reasonable access.
• Delivery to upper floors, basements or other locations may be possible, but must be arranged in advance and depends on the delivery team’s assessment. In some cases we may recommend a two-person delivery, and extra charges may apply.
• All deliveries follow health and safety regulations. Whether we can deliver depends on the size, weight and manoeuvrability of the product and the access at your property.
• Our drivers always take reasonable care when delivering appliances. However, it is your responsibility to take sensible precautions before delivery, such as protecting flooring, walls and fixtures and clearing access routes. We are responsible for damage caused by our negligence. We can’t accept responsibility for damage that happens only because a route wasn’t cleared or a surface wasn’t protected as we had asked.
• You must make sure access routes, including hallways, staircases and doorways, are clear and suitable for delivery. Please measure carefully before ordering to make sure the appliance will fit.
• You must tell us about any restricted access when you order, for example more than three steps, narrow corridors, steep driveways or limited parking.
• If you don’t tell us about access restrictions, we may refuse the delivery, make it kerbside only, or rearrange it at extra cost. The attending driver makes the final decision on whether a delivery can be made safely.

5Delivery confirmation

• All deliveries must be signed for by the customer on arrival.
• Standard delivery hours are 7am to 8pm, Monday to Friday.
• Saturday deliveries may be available, but they aren’t part of our standard service and may carry an extra charge.
• Once a delivery date is confirmed, you must be available to accept it. If you need to rearrange, please tell us within 24 hours of the confirmation, or as soon as you can.
• Our standard service is a one-person delivery. The driver will bring the appliance to a ground floor room of your choice (subject to safe access), take the packaging to the doorstep if you ask, get your signature, and give you reasonable time to check the product for visible damage before you sign.
• Failed deliveries that aren’t our fault (for example a wrong address, access restrictions you didn’t tell us about, or no one available to accept the delivery) may carry a re-delivery charge.

6Damage and inspection

• Please inspect your appliance on delivery where possible. If that isn’t practical, unpack and check it within 24 hours.
• Please report any damage to sales@kdhelectrical.co.uk within 48 hours of receipt where you can.
• If damage is visible on arrival, refuse the delivery and note the reason on the driver’s paperwork.
• Please don’t install or use a damaged product until you’ve spoken to us.
• Please tell us about any damage to your property during delivery as soon as possible, ideally within 48 hours, so we can look into it with the driver or carrier. See section 12 of our Terms & Conditions.

7Delivery coverage and charges

• Free standard delivery (3–7 working days) is available to most UK mainland postcodes on orders over £600.
• We don’t deliver directly to the Isle of Wight, the Channel Islands, the Isle of Skye, the Isle of Man, Orkney, Shetland, the Scottish Isles, Ireland or the Scottish Highlands.
• We can deliver to a nearby mainland location, or to a UK-based shipping agent of your choice, for onward transport at your own cost.
• We don’t deliver internationally, but we can deliver to a UK-based shipping agent at your cost.

Every charge is shown at checkout before you pay.

8Delivery lead times

Products marked as pre-order, due in or special order are exempt from our standard 3–7 working days delivery timescale. Any delivery dates or timeframes shown are estimates only and shouldn’t be relied on as guaranteed. For the most accurate, up-to-date information, please contact us before you order.

9Express delivery

• Express delivery is available on eligible items, usually within 48 hours. It covers Kent, London, Surrey, Essex, Sussex and the wider South East.
• Express delivery means delivery from the next working day. Orders must be placed before 1pm to qualify. Orders placed after 1pm go to the next available working day: for example, an order placed at 2pm on a Friday would have an earliest delivery date of Tuesday, because weekends aren’t working days.
• This is a chargeable service. Where express delivery is available for your items, the price is shown at checkout before you pay. If you can’t see it, or you need delivery by a particular day, please call us on 01622 541312 before ordering.

10Deliveries by the manufacturer or a courier

• You’ll be contacted at least 48 hours before delivery.
• The carrier will confirm the delivery address, access details, what’s in the order and any recycling services booked.
• You’ll be given a delivery window for the confirmed day.
• You must confirm any delivery date offered directly with the courier. If you can’t accept a proposed date, you must reply to decline it, and the courier will offer the soonest available alternative.

11Disposal of old appliances

• We can remove and recycle your old appliance on a like-for-like basis when we deliver your new one.
• Recycling prices vary by appliance type. Please check the cost when you buy.
• Appliances must be fully disconnected, emptied and ready for collection.
• US-style fridge freezers, range cookers and other large or heavy appliances are included in our recycling service, but cost more because of the extra handling. Please contact us for details.

For full details, see our Installation & Recycling page and section 15 of our Terms & Conditions.

12Large and heavy appliances

• Appliances over 70cm wide (such as range cookers and US-style fridge freezers) are normally delivered to the kerbside or entrance only, unless there is suitable flat access.
• For these larger items, we strongly recommend choosing a two-person delivery service at checkout.
• Failed deliveries caused by access restrictions may carry a re-delivery charge.
• Please read Delivery access and room of choice for the full conditions before ordering.

13Delivering to a different address from your billing address

• If you want your order delivered to a different address from your billing address, you must say so at checkout.
• Once your order has been processed and the delivery confirmed, it may not be possible to change the delivery address because of courier and security restrictions.
• Any request to change delivery details after confirmation must be made in writing by email to sales@kdhelectrical.co.uk. We review these requests case by case, and they may cause delays or extra charges.
• For security reasons, we can’t change the delivery address once the goods are on their way.

14Installation services

We offer professional installation in Kent, London, Essex and the Home Counties. The postcode list is on our Installation & Recycling page. Our services include:

• Freestanding cooling appliance installation (door re-hinging not included).
• Built-in appliance installation for ovens, microwaves and electric hobs (not gas, extractors or range cookers).
• Freestanding installation for laundry, cooling, cooking and dishwashers (not gas or American-style cooling).
• Freestanding installation for range cookers, American-style cooling and appliances over 100kg (not gas).
• Door re-hinging for freestanding cooling appliances (where applicable).
• Recycling services alongside installation.

What’s included

• Removing packaging and transit bolts.
• Levelling the appliance where possible.
• Connecting to your existing water or electric supply (with a safe means of isolation).
• Running a test programme to check basic functions.

For full details, see our Installation & Recycling page and section 14 of our Terms & Conditions.

15Deliveries to warehouses, shipping agents, couriers or building sites

• If you ask us to deliver to a warehouse, shipping agent, courier, building site or project, or forwarding company, our responsibility for the order ends once the item has been delivered and signed for as being in good condition.
• Once accepted at that location, the goods are treated as successfully delivered. We can’t accept responsibility for any loss, damage or handling problems after that point.
• It is your responsibility to make sure your chosen third party has suitable facilities, procedures and insurance to handle your goods safely.
• Any claim for loss or damage after delivery to a third party must be taken up directly with them.