Welcome to Hoover Kitchen Supply Shop’s FAQ section. We’ve compiled answers to the most common questions about our premium kitchen products and services. Whether you’re renovating your entire kitchen or upgrading specific appliances, this guide will help you make informed decisions.
About Our Products
What types of kitchen products do you specialise in?
We specialise in high-end kitchen solutions including:
- Premium cooking appliances (built-in ovens, hobs, cooker hoods)
- Refrigeration units (American style fridge freezers, built-in fridges)
- Stylish kitchen furniture (high gloss cabinets and units)
- Worktop solutions (compact laminate worktops)
- Protective and decorative elements (acrylic and glass splashbacks, edge caps)
- Modern taps and fixtures (dual handle taps)
Are your products suitable for professional kitchens?
While our products are primarily designed for residential use, many of our professional customers choose our built-in ovens, commercial-style fridge freezers, and heavy-duty worktops for light commercial applications. Please contact us for specific requirements.
How do I choose between acrylic and glass splashbacks?
Acrylic splashbacks offer excellent durability at a more affordable price point, while our glass splashbacks provide a premium, seamless look with superior heat resistance. Our team can advise you based on your kitchen’s design and your cooking habits.
Ordering & Account Questions
How do I create an account?
You can create an account during checkout by selecting “Create an Account” after entering your email address. Alternatively, visit our website and click “Register” in the top navigation.
What payment methods do you accept?
We accept all major credit cards including Visa, MasterCard, and JCB, as well as PayPal for secure online payments.
Can I modify or cancel my order after placing it?
Orders can typically be modified or cancelled within 2 hours of placement. After this window, as we begin processing immediately, changes may not be possible. Please contact us immediately at [email protected] if you need to make changes.
Shipping & Delivery
What are your shipping options?
We offer two convenient shipping methods:
- Standard Shipping (£12.95): Via DHL or FedEx, delivered in 10-15 business days after dispatch
- Free Shipping: For orders over £50, via EMS, delivered in 15-25 business days after dispatch
Do you ship internationally?
Yes, we ship worldwide except to some Asian countries and remote regions. Our global delivery network ensures your kitchen essentials arrive safely wherever you are.
How are fragile items like glass splashbacks packaged?
All fragile items are specially packaged with protective corners and cushioning materials. Our team at our Portsmouth facility personally oversees the packaging of every fragile item to ensure maximum protection during transit.
Will I need to be present for delivery?
Large appliances (built-in ovens, fridge freezers) require a signature upon delivery. For other items, the courier may leave the package in a safe place if no one is home, depending on your local delivery policies.
Returns & Refunds
What is your return policy?
We offer a 15-day return policy from the date of receipt. Items must be in original, unused condition with all packaging intact. Please contact our customer service team to initiate a return.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the item arrived damaged or was incorrect due to our error. In these cases, we’ll provide a prepaid return label.
How long do refunds take to process?
Once we receive your returned item, refunds are processed within 5 business days. The time it takes for the refund to appear in your account depends on your payment provider.
Installation & Product Support
Do you offer installation services?
While we don’t provide installation services directly, all our built-in appliances come with comprehensive installation instructions. Many of our customers successfully install items themselves or hire local kitchen fitters.
What should I do if my appliance isn’t working properly?
First, consult the troubleshooting section of your product manual. If the issue persists, contact our customer service team at [email protected] with your order number and a description of the problem. We’ll help determine if it’s an installation issue or a product fault.
Are your products covered by warranty?
Yes, all our products come with a manufacturer’s warranty (duration varies by product). Warranty information is included with your product documentation. Please register your warranty online when you receive your item.
Still Have Questions?
Our Portsmouth-based customer service team is always happy to help with any additional questions about our kitchen products and services.
Email us at: [email protected]
Visit us at: 5 Elm Grove, Portsmouth, GB PO3Y 1AX