How can we help you?
How and when can I order?
You can order your item through our website or from one of our helpful customer advisors instore or on online. You can contact our friendly UK based call centre, Monday to Saturday, 9:00am-5:30pm, or Sunday 10am-4pm on 01225 754161.
How do I check if my item is in stock?
We try to do everything we can to get your item to you as soon as possible. If your product is out of stock on our website, please still get in touch with us as we may be able to source it for you at a later date.
Please make sure you have looked at the availablility on the product page for further information on when your item will come in stock and can be delivered to you.
Please do not hesitate to contact our customer service team for any help on stock availability.
What does available to order mean?
We stock a majory of our products in house, but some items may not be directly available. We will contact you to let you know if there is a delay with your delivery and will do our best to get your order to you as soon as possible.
Do you offer installation?
Our experienced installation team delivers within a 25-mile radius of our Trowbridge or Malmesbury stores. If you are outside of this 25 mile radius, for some items you will have to organise the installation yourself but if you have any questions our helpful team are on hand so please do get in touch. We will make sure your order gets delivered to you as quickly and as safely as possible.
For more information on our installation service please follow this link.
What delivery service do you offer?
We aim to deliver your products as quickly and safetly as possible. Please visit our delivery services page for more information on the delivery of your specific product, as this will vary depending on the size and location of your product and delivery.
If I pay extra can I get next day delivery?
We would love to be able to offer next day delivery but unfortunately cannot speed up the delivery times at the moment.
For further information on our delivery services please follow this link.
What do I need to do before my delivery gets there?
We want your delivery to go as smoothly as possible, which means we will need a helping hand on the day. Helping us with detailed notes of how to get to you and any access restrictions is really helpful to us. Please also think about removing any objects that might be in the way or may get damaged when moving larger items in particular.
Don’t forget to keep an eye on your phone too, in case our delivery drivers need to contact you.
Coronavirus and your order
Coronavirus, can I still return an item?
Yes, we are still accepting returns during this period. Your safety is important to us so we will be taking precautions to keep you and the delivery team safe.
The product I am after is out of stock – when are you getting more in?
Coronavirus has affected our ability to get products as fast as usual, and unfortunately there is some delay on certain products. We are doing our best to get things back in stock as soon as possible so please do bear with us in the meantime.
Please do get in contact with our customer service team for more information on stock availability, our helpful team are more than happy to advice.
Paying for your items
We take all sorts of payment methods including these fellas:
For finance we use Omni Capital.
Is it safe to enter my card details on the website?
Absolutely! We use safety software on our website to ensure it is completely safe.
What counts as proof of purchase?
Any of the following:
- till/kiosk receipt
- confirmation email
- your order number
If you can’t find one of the above, don’t worry. We should be able to sort everything out if you have:
- your card/bank statement
- the email address used to buy your item
When will I get my refund?
We will do our best to get this back to you as soon as possible. You will get your refund within 1-3 days of us receiving the product in our warehouse. This will go back to the original payment method.
Will I have my delivery cost refunded if I send it back?
We hope that your are happy with your order but occasionally things can go wrong (were all human after all!). If your order is cancelled or damaged you will not have to pay for the delivery. If you have changed your mind and no longer want the item you have received you will not receive a refund for the delivery.
Discount codes & Promotions
How do I claim a voucher code?
Get more for your money with our voucher codes.
Claiming is simple, just enter the code when you check out. Please check the terms and conditions of the discount code you wish to use. They are usually available for a specific time period. Remember, codes are case sensitive so please make sure you have checked this. It is also good to check whether there is an extra space if copying and pasting the code.
Can I use a voucher code over the phone?
Yes, if it’s a discount code that you’ve seen on our website. Please let our friendly customer advisors know that you have seen a discount code so that they can add this to your basket.
How do I claim a promotion?
Please take a look at the terms and conditions for the promotions on our website as they will vary from offer to offer.
Finance by Omni Capital
How does Omni Finance work?
If you’d rather pay your item slowly over a period of time, thats no problem at all!
Our finance payment options are valid on basket values of £1000 and above.
Simply choose which finance option you would like, then adjust the deposit amount. There is a minimum deposit of 10% required for finance. You can increase your deposit amount so long as your amount on finance is no less than £1000.00.
We offer various finance plans ranging from 10 months to 84 months. However please note that the 84 month finance option is only applicable on fitted kitchens and completed in our showroom upon request. All other plans will feature on the applicable products and your application can be made at the checkout.
For more information please follow this link.
Where is Knees Home and Electrical Based?
We have two retail stores. Our head office and main store is in Trowbridge and we have another store in Malmesbury.
For more information on where we are please visit our ‘contact us’ page.