Question 1

Why isn’t the website working properly for me?

Accepted Answer

We are sorry to hear you are experiencing difficulties with our website. In order to try and help you resolve any issues you can contact customer support via the support page on our website. The information that would help our diagnostics team would include: A short description of the issue (i.e. you cannot view all or part of a page, items can't be added to your cart, you can't complete checkout, etc) The type of device you are using - a laptop, desktop or mobile device (phone or tablet) The browser you are using (Internet Explorer, Google Chrome, Mozilla Firefox, Safari, etc) and the version of your browser. You can check your version by going into the Help section of the Browser toolbar and selecting the 'About' option'.

Question 2

How do I place an order?

Accepted Answer

When you see an item you like, please specify the quantity you prefer then click "Add to Basket."After you add an item you may continue shopping until you are ready to complete your purchase.At any time you can click on "Your Basket" at the top of the screen to view the items you have selected.After you have made any changes and updated the quantities as desired, click "Checkout" to finish. You will then be prompted to fill out delivery and billing information.Finish by clicking "Submit Order." Be sure to look out for a confirmation email in your inbox soon after.

Question 3

When I put something in my cart, does it guarantee I have the merchandise?

Accepted Answer

We strive to maintain that the correct availability is reported when you select the item you would like to place in your basket. Unfortunately, if another customer buys the remainder stock of your item before you make your purchase, the item with be reported as unavailable when you go to checkout.

Question 4

When placing an order and entering my payment information I get an ’Authorisation Error’ message. What does this mean?

Accepted Answer

An authorisation error could mean several things. First, please be sure that all billing information is correct. You want to make sure that the postcode you entered matches the postcode on file for your billing address. Second, be sure to check the expiration date and card verification numbers on your card. Also, please be aware that we only accept MasterCard. American Express and Visa registered at UK addresses for credit card payment. You may also pay using PayPal. If you are still receiving an error message and you feel that all of the information you are entering is correct, you may wish to contact your bank for further details. If you are using a debit card it's possible you may need to adjust your credit limit for larger purchases. At any point though you can contact customer support via webchat between Monday to Friday 8am - 6pm for further assistance.

Question 5

If my order didn’t go through, why does it look like my credit card was charged?

Accepted Answer

What you are likely seeing is what is called a 'Pending' Charge. This is the bank's authorisation that there are enough funds available to place your order. The only thing your bank is verifying is that the credit card entered has the funds. We validate the billing address and card verification id for your own protection to try and ensure that the card is not being used fraudulently. As long as the credit card number is valid a 'Pending' charge will appear to hold those funds. Your card only gets charged when the actual product ships. 'Pending' charges will usually be removed from your card within 3-4 business days. In the event that you tried unsuccessfully to place an order and have several pending charges you can contact customer support via webchat between Monday to Friday 8am-6pm and we will look into having these removed.

Question 6

How do I change my login information?

Accepted Answer

You can update stored information in your account at any time. To view or change your existing account information including password, please sign in to “My Account” using your current e-mail address and password. In "My Account" you can edit any of your saved account information.

Question 7

Can I see a record of my transactions?

Accepted Answer

You can check your order history online in the "My Orders" area of your account. All of the details regarding these purchases will be conveniently stored for you in an organised listing.

Question 8

Can I modify or cancel my order once it is submitted?

Accepted Answer

Unfortunately once an order has been placed, we cannot modify the order. You can however cancel your order 15 minutes after placing it by logging in to your account and selecting the "Orders" section. Please not you can only cancel the entire order, and modifications cannot be made to quantities or addresses. If you need to make changes we recommend you cancel the order completely and start again.

Question 9

Do you offer discount codes?

Accepted Answer

From time to time we may have special offers and will offer coupon/discount codes for use in the checkout process. To learn of these upcoming offers please create an account and sign up for our newsletter.

Question 10

Do you offer price matching?

Accepted Answer

We strive to always offer our customers the best value for our product. We do not offer a price matching service. From time to time our retail partners may offer temporary markdowns or discounts but we do not match those prices. Any pricing is at the discretion of the retailer. Additionally please note our prices are subject to change at any time without notice.

Question 11

Do the prices include VAT?

Accepted Answer

All prices listed are inclusive of Value Added Tax at the current UK level.

Question 12

What are your delivery options and rates?

Accepted Answer

Where We Ship To Please Note: We ONLY ship to addresses within the UK Mainland and Northern Ireland. We currently do NOT ship to PO Boxes. You can ship to another address besides your own. When prompted to fill out delivery information, specify the delivery address you wish to send your purchase. When prompted for the billing address, fill out your own address. Delivery Cost Delivery rates are &pound;4.99 for orders under &pound;40.00, or FREE for orders over &pound;40.00 Shipping Details The estimated time for delivery will be between 1 to 3 business days, depending on when you order and what you are ordering. All parcels are sent via ParcelForce Tracked 24. Note: Delivery is Monday to Friday, we do not currently offer weekend delivery. After you complete your transaction, an e-mail containing the order confirmation number will be sent to your specified e-mail address.

Question 13

Do you ship to addresses outside of the United Kingdom?

Accepted Answer

Currently, we ship solely to Mainland UK and Northern Ireland.If you live outside the UK, please check your applicable country/language website for details on where to buy.

Question 14

Can I place an order if I live outside the UK?

Accepted Answer

At the present time we can only accept orders where the credit card billing and the shipping addresses are both in the United Kingdom.We are hoping to add online shopping capabilities to our other country websites so please continue to check back.In the meantime, you can visit the 'Where to Buy' section on our other market websites to determine if there is a local retailer near you or alternative online shopping websites.

Question 15

What are the order statuses in ’My Orders’ ?

Accepted Answer

The order statuses you will see in "My Orders" under "My Account" are: Processing: Your order has been received and the warehouse is preparing for shipment Shipped: Your order has been shipped and the tracking information is available Cancelled: Your order has been cancelled either via customer request or because there was an issue with fulfillment (if the order is cancelled by us you will be notified separately)

Question 16

Will I receive an e-mail confirmation/delivery tracking number?

Accepted Answer

After you complete your transaction, an e-mail containing the order confirmation number will be sent to your specified e-mail address.Once your order has shipped, you will receive an e-mail with a tracking code that will allow you to check the status of your shipment on the ParcelForce website at any time after it ships.

Question 17

Why do I need to provide my email address for Guest Checkout?

Accepted Answer

We request an email address for guest checkout in order that we may email you your order confirmation and shipping confirmation. It is for your convenience and we do not store the information for any other purposes.

Question 18

Can I ship to an address other than my own?

Accepted Answer

Yes, you can ship to another address besides your own. When prompted to fill out shipping information, specify the shipping address you wish to send your purchase. When prompted for the billing address, fill out your own address.

Question 19

What is your Return Policy?

Accepted Answer

If your goods remain boxed and unopened you may return them within 30 days for a full refund on the price of the product(s). If you notice any damage to your goods please notify customer support at the time of delivery. We recommend you thoroughly inspect your goods at this time. If you notice any damage to your goods within 24 hours of receiving delivery please notify us immediately by contacting customer support via the support page on our website, evidence of damage may be required i.e. photographs. If your goods are deemed faulty within a reasonable period we may replace them free of charge or refer you to your nearest approved service centre. All returned goods must be packaged / boxed correctly. Please refer to our full returns policy

Question 20

What should I do if there is a shipping issue or I receive damaged goods?

Accepted Answer

In the event that DeLonghi processed an order incorrectly or sent an incorrect or damaged item, we will gladly replace or take back that item for a full refund at our expense. Please contact customer support via the support page on our website and we will guide you through the process.

Question 21

Can I return an item to a retailer that carries your product?

Accepted Answer

Our retail partners will not accept returns for products not purchased from their physical or online stores.You must return purchases made on our website through our return process.

Question 22

Is gift packaging available?

Accepted Answer

Unfortunately, we do not offer gift wrapping or gift cards at this time, but we are always looking to make improvements and hope to offer these option in the very near future.

Question 23

What are "Factory Seconds"?

Accepted Answer

All of our "Factory Seconds" are in perfect working order ! A "Factory Second" product could be any one or a combination of the below: The product may have a slight cosmetic imperfection The product may be missing its original packaging and/or printed manuals The product may not include all of the attachments and/or accessories included in a brand new product The product may be an ex display model The product may be a previous year's model The product may be an overstocked item returned from the retailer to the manufacturer The product may have been used by a consumer for a limited period then returned by the customer because they weren't happy with the purchase and then refurbished by manufacturer (No products have had or contained food preparation within them). A fault may have developed shortly after purchase and the product was returned and then refurbished by the manufacturer. Please Note: Products that are "Factory Seconds" do not have the same warranty as new products, "Factory Seconds" are subject to the warranty for a seconds product as listed on our Warranty Page .

Question 24

What are "Clearance Stock" Products?

Accepted Answer

All of our "Clearance Stock" products are brand new products in perfect working order. A "Clearance Stock" product is a superseded, run out or end of line model.

Question 25

How can I use PayPal?

Accepted Answer

Select PayPal as the payment method and follow the onscreen instructions.You will be redirected to PayPal where you need to choose the PayPal funding source you wish to use for your order.You will then receive 2 emails, 1 from PayPal to confirm your payment and 1 from DeLonghi to confirm your order.

Question 26

Can I use PayPal without opening a PayPal account?

Accepted Answer

You can now pay with PayPal without the need to open an account. This means PayPal will not hold onto your details after purchase. PayPal will limit the number of account free transactions to 10.

Question 27

PayPal errors?

Accepted Answer

Unfortunately sometimes there are problems creating or processing PayPal Orders. Here are some of the errors you might receive while creating your order:If you are redirected to an error page or do not receive an order confirmation email from us then it is likely that an error prevented the creation of the order at DeLonghi. If you are not sure please log into your DeLonghi customer account. If the order does not appear there within 5 minutes then it was not successfully created. If you receive an email from PayPal stating that you have paid for your order but do not receive an email from DeLonghi, please log into your account and check that the order was successfully created there. If it was not please Contact Us quoting your name, account email address, PayPal account email address, the items that you ordered and any vouchers that you used. We will then be able to recreate the order and find your PayPal payment to link it to.If using Switch/Maestro with PayPal: While you are placing your order when you are redirected to PayPal they put you in a loop asking for your card details which are already registered with them and you have used with PayPal before. Even if you re-enter the details it brings up another error message. PayPal have suggested entering the details of a different card. If you need further help with this problem please contact PayPal."The buyer is restricted" - PayPal have placed restrictions on your account and we are unable to proceed with your order. Please contact PayPal to resolve this issue with them. Alternatively you may change your payment method and pay by card directly to DeLonghi."The buyer cannot pay, transaction rejected" - PayPal believes you are unable to pay for your order. Please contact PayPal and then let us know when the issue is resolved and we can retry to process your order. Alternatively you may change your payment method and pay by card directly to DeLonghi."The funding source is missing" - The funding source you chose to use to pay for your order is no longer connected to your PayPal account or your order. Please contact PayPal to resolve the issue. Alternatively you may change your payment method and pay by card directly to DeLonghi."Transaction refused due to risk model of the buyer" - PayPal have run a risk model against your account for security reasons and believe your account may be high risk and will not allow us to proceed with your order. Please contact PayPal to resolve this issue. Alternatively you may change your payment method and pay by card directly to DeLonghi.

Question 28

How Do The Promotion Codes Work?

Accepted Answer

If you have a "Promotion Code", this is how to use it.After adding the products you want to purchase to your basket:On the "Your Basket" page type the promotion code into the "Promotion Code" text entry fieldClick the "Apply Code" buttonAfter the above two steps the page will reload and any discounts will be listed against all applicable products and under the subtotalNote: It is the customers responsibility to confirm the discounts they are expecting from the "Promotion Code" are applied to all expected products BEFORE they click the "Checkout" button. Promotional codes cannot be applied after an order has been placed.Promotion Code Terms and ConditionsOnly one promotional code can be applied per order (promotion codes cannot be used on the same order as any other promotion code).Promotion codes can be withdrawn at any time.

Question 29

What forms of payment are accepted online?

Accepted Answer

VISA, Mastercard, American Express, PayPal, PayPal Credit (If pre-arranged)Your credit card will be charged the day your goods are shipped.We currently do not accept:ChequesCashMoney OrdersPLEASE NOTE: Do not close your browser after completion of payment in PayPal as you will be redirected back to the DeLonghi website for your order confirmation. If you close your web browser before you are returned to the DeLonghi website, your order will NOT be lodged in our system.

Question 30

Returns, Refunds & Cancellations

Accepted Answer

Here at Braun Household we want to make sure you are delighted every time you shop with us. Occasionally though, we understand you may change your mind. You can automatically cancel an order any time within 15 minutes of it being placed, simply by logging in to your account and selecting the order. Select &ldquo;Cancel Order&rdquo;. Regrettably you are unable to cancel items, only the entire order. If you need to change quantities or items, we recommend you automatically cancel the order and then re-order the items you do require. If you miss the 15 minute period we will be unable to automatically cancel your order, but you can still do so by accessing your account online by refusing delivery or use the returns process below. If you need to return an unused item you can do so within 30 days for an exchange or refund of the purchase price as required. Refunds will be processed within 14 days of receiving the unused returned item. In order to return your products, please access your personal account and press the return button. For requests beyond the cancellation period, please contact our Customer Support (phone, email or web chat).   Please ensure the product is well packaged and properly labelled, with a returns note inside. Returns not made in accordance with the instructions set forth above shall be at your own risk. Please print a returns label from the order details on your account. The parcels must be returned to: Customer Returns Kenwood &ndash; Braun &ndash; De&rsquo;Longhi Site 3520 (Therma), Wellington Parkway Magna Park, Lutterworth Leicestershire LE17 4XW To avoid delay, please enclose a copy of your returns request inside each of the parcels and complete the reason for the return. We recommend you obtain proof of posting and tracking details of your parcel in case of a problem.  The goods must be returned in the same condition as received and if possible, with all packaging. We reserve the right to refuse or to exchange an item if the goods returned are deemed to have been damaged, worn or tampered with. This does not affect your statutory rights. If you are returning an item because of an error on our part, or if the goods are faulty, we will be happy to arrange collection free of charge. Refunds can only be made to the original card of purchase or PayPal account used. For our full Terms & Conditions, please click here.

Question 31

Shipping & Delivery

Accepted Answer

UK Mainland Standard Delivery is &pound;4.99, or FREE for orders over &pound;40. All our deliveries are done by ParcelForce     Regrettably we are only able to deliver to UK mainland addresses at this time. For UK Mainland on our standard delivery service, your order will be sent to you within three working days of you placing it. If we think we&rsquo;ll go over this time, we&rsquo;ll send you an email to let you know - please make sure we have your up-to-date email address for this reason. We'll need a signature to confirm delivery, so, if there&rsquo;s no-one in, a note will be left with the courier's contact details to arrange another time. At the moment we are not offering stated day or Saturday delivery, but we fully expect this service to be available very soon.

Question 32

Promotional codes

Accepted Answer

Promotional codes must be entered during the "checkout". In order to use it, you only need to enter your promotional code in the box on the right side of the checkout page and click "Apply". You will see the discount applied, if not (invalid code, run code) an error message will be displayed. Promo codes cannot be applied to existing orders, transfer or redeem for cash, credit or previous purchases. Certain products are excluded from promotion: see the specific terms of the promo code before applying it. If you have any questions about promotions or need assistance in placing your order, please contact us.

Question 33

Payment methods

Accepted Answer

You can pay with any of the following methods: Visa Visa Debit MasterCard American Express PayPal You’ll need to give us the same UK billing address for the card as is held by your credit or Debit Card Company. We also use the banking verification system that requires your unique password associated with the card used at payment. This securely protects you and us from fraud. We process your payment at the time you place your order. When purchasing, you have the option to save payment details to your account for future use. We never save the CVV code, in fact you’ll be prompted to enter that every time you want to use a saved card. When you make a purchase, it is transmitted to our servers over a secure connection. Because this information is encrypted, Kenwood Limited does not store or have direct access to your credit card details. This information can be sent to our payment partners to process a transaction but cannot be read by Kenwood Limited. This means that if your Braun account were to be compromised, your card details would not be at risk. You can remove your payment details at any time from your Account. Sign into your account, select Account from the drop-down menu on the top right of the page, and, under Payment Methods, any cards that we have on file will be listed. Click Delete to remove any card from the database.

Question 34

Which are PayPal errors?

Accepted Answer

Unfortunately sometimes there are problems creating or processing PayPal Orders. Here are some of the errors you might receive while creating your order: If you are redirected to an error page or do not receive an order confirmation email from us then it is likely that an error prevented the creation of the order at the company. If you are not sure please log into your customer account. If the order does not appear there within 5 minutes then it was not successfully created. If you receive an email from PayPal stating that you have paid for your order but do not receive an email from the company, please log into your account and check that the order was successfully created there. If it was not please Contact Us quoting your name, Braun account email address, PayPal account email address, the items that you ordered and any vouchers that you used. We will then be able to recreate the order and find your PayPal payment to link it to. If using Switch/Maestro with PayPal: While you are placing your order when you are redirected to PayPal they put you in a loop asking for your card details which are already registered with them and you have used with PayPal before. Even if you re-enter the details it brings up another error message. PayPal have suggested entering the details of a different card. If you need further help with this problem please contact PayPal. 'The buyer is restricted' - PayPal have placed restrictions on your account and we are unable to proceed with your order. Please contact PayPal to resolve this issue with them. Alternatively, you may change your payment method and pay by card directly to the company. 'The buyer cannot pay, transaction rejected' - PayPal believes you are unable to pay for your order. Please contact PayPal and then let us know when the issue is resolved and we can retry to process your order. Alternatively, you may change your payment method and pay by card directly to the company. 'The funding source is missing' - The funding source you chose to use to pay for your order is no longer connected to your PayPal account or your order. Please contact PayPal to resolve the issue. Alternatively, you may change your payment method and pay by card directly to the company. 'Transaction refused due to risk model of the buyer' - PayPal have run a risk model against your account for security reasons and believe your account may be high risk and will not allow us to proceed with your order. Please contact PayPal to resolve this issue. Alternatively you may change your payment method and pay by card directly to the company.

Question 35

Delivery address change

Accepted Answer

If you haven’t completed your order yet, you can change or add to your delivery addresses whenever you like. Go to ‘My Account’ – the link is in the top right-hand corner of your screen. You’ll need to sign in with your email and password. It’s quick and easy from there – just follow the instructions. If you have already completed your order you will have 15 minutes to automatically cancel your order. You are unable to edit your order. We recommend you automatically cancel the order within this time, change your details within your account, and then place the order again.

Question 36

Newsletter

Accepted Answer

Subscribe to our newsletter to receive exclusive offers and the latest news on our products and services. Enter your email address to the form at the bottom of the Homepage and follow the instructions. If you want to stop receiving our newsletter, you can unsubscribe: open the email we sent you, scroll all the way down to the bottom and look for the “Unsubscribe” link. Please note that you will continue to receive transactional emails and order updates. These emails are necessary for you to receive invoices, and get shipping notifications. If you have any questions or believe you're still receiving marketing emails after unsubscribing please contact us.

Question 37

Environmental Responsibilities

Accepted Answer

We take our environmental responsibilities very seriously, especially our obligations for the products we put on the market. The Waste Electrical and Electronic Equipment (WEEE) Directive requires all of us to reduce the amount of untreated WEEE going to landfill. Kenwood are members of the Distributor Takeback Scheme (DTS), our registration number is 300596. The DTS has helped to establish local WEEE collection at Civic Amenity sites to ensure that WEEE is dealt with properly. All new electrical equipment manufactured and sold by Kenwood can be recycled. You can tell because our products include a ‘crossed out wheeled bin symbol’ like this: WEEE should not be treated as household waste, instead it should be handed over to the applicable collection point for WEEE. You can find your nearest site on www.recycle-more.co.uk. By ensuring this product is disposed of correctly you will help prevent untreated WEEE going to landfill. Kenwood are members of REPIC, REPIC is the largest UK WEEE product compliance scheme.

Question 38

How do I place an order?

Accepted Answer

When you see an item you like, please specify the quantity you prefer then click "Add to Basket." After you add an item you may continue shopping until you are ready to complete your purchase. At any time you can click on "Your Basket" at the top of the screen to view the items you have selected. Finish by clicking "Submit Order." Be sure to look out for a confirmation email in your inbox soon after. After you have made any changes and updated the quantities as desired, click "Checkout" to finish. You will then be prompted to fill out delivery and billing information.

Question 39

How do I change my login information?

Accepted Answer

If you are a registered user with a full customer account, you can update stored information in your account at any time. To view or change your existing account information including password, please sign in to “My Account” using your current e-mail address and password. In "My Account" you can edit any of your saved account information. If you are a guest user you won't be entitled to modify any order information.

Question 40

Can I modify or cancel my order once it is submitted?

Accepted Answer

Unfortunately once an order has been placed, we cannot modify the order. You can however cancel your order within 15 minutes after placing it by logging in to your account and selecting the "Orders" section. Please note you can only cancel the entire order, and modifications cannot be made to quantities or addresses. If you need to make changes we recommend you cancel the order completely and start again.

Question 41

Do you offer discount codes?

Accepted Answer

From time to time we may have special offers and will offer coupon/discount codes for use in the checkout process. To learn of these upcoming offers please create an account and sign up for our newsletter.

Question 42

Promotional codes

Accepted Answer

Promotional codes must be entered during the "checkout". In order to use it, you only need to enter your promotional code in the box on the right side of the checkout page and click "Apply". You will see the discount applied, if not (invalid code, run code) an error message will be displayed. Promo codes cannot be applied to existing orders, transfer or redeem for cash, credit or previous purchases. Certain products are excluded from promotion: see the specific terms of the promo code before applying it. If you have any questions about promotions or need assistance in placing your order, please contact us.

Question 43

Payment methods

Accepted Answer

You can pay with any of the following valid methods: Visa Visa Debit MasterCard Maestro American Express PayPal

Question 44

How can I use PayPal?

Accepted Answer

We offer an alternative secure payment method via PayPal. You can pay with PayPal without entering your debit or credit card details. Select PayPal as the payment method and follow the onscreen instructions. You will be redirected to PayPal where you need to choose the PayPal funding source you wish to use for your order. You will then receive two emails, one from PayPal to confirm your payment and one from Kenwood to confirm your order.

Question 45

Can I use PayPal without opening a PayPal account?

Accepted Answer

You can now pay with PayPal without the need to open an account. This means PayPal will not hold onto your details after purchase. PayPal limit the number of account free transactions to ten.

Question 46

PayPal errors?

Accepted Answer

Unfortunately sometimes there are problems creating or processing PayPal Orders. Here are some of the errors you might receive while creating your order: If you are redirected to an error page or do not receive an order confirmation email from us then it is likely that an error prevented the creation of the order at the company. If you are not sure please log into your customer account. If the order does not appear there within 5 minutes then it was not successfully created. If you receive an email from PayPal stating that you have paid for your order but do not receive an email from the company, please log into your account and check that the order was successfully created there. If it was not please Contact Us quoting your name, account email address, PayPal account email address, the items that you ordered and any vouchers that you used. We will then be able to recreate the order and find your PayPal payment to link it to. If using Switch/Maestro with PayPal: While you are placing your order when you are redirected to PayPal they put you in a loop asking for your card details which are already registered with them and you have used with PayPal before. Even if you re-enter the details it brings up another error message. PayPal have suggested entering the details of a different card. If you need further help with this problem please contact PayPal. 'The buyer is restricted' - PayPal have placed restrictions on your account and we are unable to proceed with your order. Please contact PayPal to resolve this issue with them. Alternatively, you may change your payment method and pay by card directly to the company. The buyer cannot pay, transaction rejected' - PayPal believes you are unable to pay for your order. Please contact PayPal and then let us know when the issue is resolved and we can retry to process your order. Alternatively, you may change your payment method and pay by card directly to the company. 'The funding source is missing' - The funding source you chose to use to pay for your order is no longer connected to your PayPal account or your order. Please contact PayPal to resolve the issue. Alternatively, you may change your payment method and pay by card directly to the company. Transaction refused due to risk model of the buyer' - PayPal have run a risk model against your account for security reasons and believe your account may be high risk and will not allow us to proceed with your order. Please contact PayPal to resolve this issue. Alternatively you may change your payment method and pay by card directly to the company.

Question 47

Pay Pal Delivery address change

Accepted Answer

If you haven’t completed your order yet, you can change or add to your delivery addresses whenever you like. Go to ‘My Account’ – the link is in the top right-hand corner of your screen. You’ll need to sign in with your email and password. It’s quick and easy from there – just follow the instructions. If you have already completed your order, you will have 15 minutes to cancel your order automatically. You are unable to edit your order. We recommend you automatically cancel the order within this time, change your details within your account, and then place the order again.

Question 48

Why isn’t the website working properly for me?

Accepted Answer

We are sorry to hear you are experiencing difficulties with our website. In order to try and help you resolve any issues you can contact customer support via the support page on our website. The information that would help our diagnostics team would include: A short description of the issue (i.e. you cannot view all or part of a page, items can't be added to your cart, you can't complete checkout, etc) The type of device you are using - a laptop, desktop or mobile device (phone or tablet) The browser you are using (Internet Explorer, Google Chrome, Mozilla Firefox, Safari, etc) and the version of your browser. You can check your version by going into the Help section of the Browser toolbar and selecting the 'About' option

Question 49

When I put something in my cart, does it guarantee I have the merchandise?

Accepted Answer

We strive to maintain that the correct availability is reported when you select the item you would like to place in your basket. Unfortunately, if another customer buys the remainder stock of your item before you make your purchase, the item will be reported as unavailable when you go to checkout.

Question 50

When placing an order and entering my payment information I get an ’Authorisation Error’ message. What does this mean?

Accepted Answer

An authorisation error could mean several things. First, please be sure that all billing information is correct. You want to make sure that the postcode you entered matches the postcode on file for your billing address. Second, be sure to check the expiration date and card verification numbers on your card. Also, please be aware that we only accept MasterCard. American Express and Visa registered at UK addresses for credit card payment. You may also pay using PayPal. If you are still receiving an error message and you feel that all of the information you are entering is correct, you may wish to contact your bank for further details. If you are using a debit card it's possible you may need to adjust your credit limit for larger purchases. At any point though you can contact customer support via webchat Monday to Friday 8am - 6pm for further assistance.

Question 51

If my order didn’t go through, why does it look like my credit card was charged?

Accepted Answer

What you are likely seeing is what is called a 'Pending' Charge. This is the bank's authorisation that there are enough funds available to place your order. The only thing your bank is verifying is that the credit card entered has the funds. We validate the billing address and card verification is for your own protection to try and ensure that the card is not being used fraudulently. As long as the credit card number is valid a 'Pending' charge will appear to hold those funds. Your card only gets charged when the actual product ships. 'Pending' charges will usually be removed from your card within 3-4 business days. In the event that you tried unsuccessfully to place an order and have several pending charges you can contact customer support via webchat between Monday to Friday 8am - 6pm and we will look into having these removed.

Question 52

Do the prices include VAT?

Accepted Answer

All prices listed are inclusive of Value Added Tax.

Question 53

What are your delivery options and rates?

Accepted Answer

Where We Ship To Please Note: We ONLY ship to addresses within the UK Mainland and Northern Ireland. We currently do NOT ship to PO Boxes. You can ship to another address besides your own. When prompted to fill out delivery information, specify the delivery address you wish to send your purchase. When prompted for the billing address, fill out your own address. Delivery Cost Delivery rates are &pound;4.99 for orders under &pound;40.00, or FREE for orders over &pound;40.00 Shipping Details The estimated time for delivery will be between 1 to 3 business days, depending on when you order and what you are ordering. All parcels are sent via ParcelForce Tracked 24. Note: Delivery is Monday to Friday, we do not currently offer weekend delivery. After you complete your transaction, an e-mail containing the order confirmation number will be sent to your specified e-mail address. address.

Question 54

Are Cross-border payments transaction allowed?

Accepted Answer

We do not currently allow Cross-border transctions.

Question 55

What are the order statuses in ’My Orders’ ?

Accepted Answer

The order statuses you will see in "My Orders" under "My Account" are: Processing: Your order has been received and the warehouse is preparing for shipment Shipped: Your order has been shipped and the tracking information is available Cancelled: Your order has been cancelled either via customer request or because there was an issue with fulfillment (if the order is cancelled by us you will be notified separately)

Question 56

Will I receive an e-mail confirmation/delivery tracking number?

Accepted Answer

After you complete your transaction, an e-mail containing the order confirmation number will be sent to your specified e-mail address. Once your order has been shipped, you will receive an e-mail with a tracking code that will allow you to check the status of your shipment on the ParcelForce website at any time after it ships.

Question 57

Why do I need to provide my email address for Guest Checkout?

Accepted Answer

We request an email address for guest checkout in order to allow us to email you your order confirmation and shipping confirmation. It is for your convenience and we do not store the information for any other purposes.

Question 58

Can I ship to an address other than my own?

Accepted Answer

Yes, you can ship to another address besides your own. When prompted to fill out shipping information, specify the shipping address you wish to send your purchase. When prompted for the billing address, fill out your own address.

Question 59

What should I do if there is a shipping issue or I receive damaged goods?

Accepted Answer

In the event an order has been incorrectly processed or an incorrect or damaged item is sent, we can arrange a collection free of charge to get this sorted. Please contact customer support via the support page on our website to arrange this.

Question 60

Can I return an item to a retailer that carries your product?

Accepted Answer

Our retail partners will not accept returns for products not purchased from their physical or online stores.

Question 61

Is gift packaging available?

Accepted Answer

Unfortunately, we do not offer gift wrapping or gift cards at this time, but we are always looking to make improvements and hope to offer these option in the very near future.

Question 62

How Do The Promotion Codes Work?

Accepted Answer

If you have a 'Promotion Code', this is how to use it.After adding the products you want to purchase to your basket: On the 'Your Basket' page type the promotion code into the 'Promotion Code' text entry field Click the 'Apply Code' button After the above two steps the page will reload and any discounts will be listed against all applicable products and under the subtotalNote: It is the customers responsibility to confirm the discounts they are expecting from the 'Promotion Code' are applied to all expected products BEFORE they click the 'Checkout' button. Promotional codes cannot be applied after an order has been placed.Promotion Code Terms and Conditions:Only one promotional code can be applied per order (promotion codes cannot be used on the same order as any other promotion code).Promotion codes can be withdrawn at any time.CHECK LOCAL INITIATIVES ON SOCIAL MEDIA

Question 63

What forms of payment are accepted online?

Accepted Answer

Our Company accepts the following forms of payment: VISA, Mastercard, American Express, PayPal, PayPal Credit (If pre-arranged) Your credit card will be charged the day your goods are shipped. We currently do not accept: Cheques Cash Money Orders PLEASE NOTE: Do not close your browser after completion of payment in PayPal as you will be redirected back to the DeLonghi website for your order confirmation. If you close your web browser before you are returned to the DeLonghi website, your order will NOT be lodged in our system.

Question 64

Who is Klarna?

Accepted Answer

Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of Smooth payments to more than 70,000 online stores. Over 60 million consumers worldwide have trusted Klarna to securely handle their payments.

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