Support

How Can We Help You?

Welcome! We know that you might have some questions that need answering. We’re here to help.

Our support page is here to help you with all your questions. Please find an overview of our help categories above. We also have a table of contents below. Still need help? Get in touch on 01454 620 500.



Here to Help

Table of Contents



Orders Support

Questions About Orders

I Have Ordered The Wrong Spare Part; Do You Offer Refunds And What Are Your Terms?

If you are in doubt as to whether a spare part will fit your appliance, please contact our sales team on 01454 620 500 who will ensure that you get the correct part.

However, if you have received an incorrect part please take a look at our Refunds Policy here

I Haven’t Paid, Will You Process My Order?

We will not process your order until you have paid in full. You will need to enter your card details using our WorldPay service. Once your payment has been received, you will receive a receipt via email and we will then pick, pack and send your item.

I Didn’t Pay Straight Away, Can I Re-Access An Order?

Unfortunately you can’t go back into an order if you did not pay straight away. Our administrators will notice that you haven’t paid and will cancel your order if payment has not been received in a reasonable amount of time. If this is the case, simply reorder the products and remember to follow the process through to the end. If you are experiencing difficulties in placing an order, please don’t hesitate to ring us on 01454 620 500 and you can pay over the telephone.

I Have Not Received A Confirmation Email?

If you are sure that you have fully completed your order, you have paid and entered the correct email address then it is likely that our email has got caught up in your junk filter. Please check your Junk Box and mark us as a safe user to ensure that you do not have this problem in the future. If you still can’t find it, please get in contact with us and we’ll send over a copy.

Will You Pass My Email Address On To Any Third Parties?

No, here at UK Spares we understand the importance of your confidentiality and would never pass any of your details on to anyone else. We keep out correspondence to a minimum and therefore we will only get in contact when we need to.

Do I Need To Be A Trade Customer To Buy From UK Spares?

No, we deal with electrical wholesalers, electricians, plumbers, the general public and everybody in between. It doesn’t matter who you are, we would love to help you fix your appliance.

I Have A Trade Account; Can I Get My Terms Online?

Yes! Register your details as a new account (link at the top of the page) and when our sales team pick up your registration we will link your account and you discount should show within 24 hours.

How Can I Open A Trade Account With UK Spares And What Are The Benefits?

If you use our services regularly, you may be eligible to open up a trade account with us. Please contact our sales team on 01454 620 500 and explain that you are interested. As a trade account holder, you may be given terms that entitle your business to a percentage off of our normal sales price.



Shipping Support

Shipping Questions

Where items are in stock, but other items are out of stock, we will split ship the order to ensure you have your goods as soon as possible. If you require an order to be delivered complete then please advise us when checking out in your delivery instructions.

What is the Order Cut-off Time for Same Day Dispatch?

Royal Mail. We despatch all orders placed up until 3.45pm for Royal Mail delivery, Monday to Friday.
DHL. Orders placed for delivery via DHL, the cut-off for same day dispatch is 4pm, Monday-Friday.

What Happens with my Deliveries at the Weekend?

We can still despatch for delivery at weekends, however there is an additional charge for Saturday and Sunday deliveries, starting at £18.00.

Any orders placed on our website, for standard next day delivery on Saturday or Sunday will be despatched on Monday for Tuesday delivery.

How Much Can I Expect To Pay For Delivery?

FREE DELIVERY only applies to normal Next Day Delivery methods, not Premium Services.

All prices are including VAT.

Standard Delivery Pricing

Free Delivery on Orders Over £180

DHL Standard Delivery: £10.20

Royal Mail 2nd Class: £3.95

Next Day Delivery Pricing

DHL Next Day (All Items) – £12.00

Orders placed on Friday will be delivered on Monday unless requested otherwise.

(Pricing is for mainland UK only and items over 30kg may cost more)

DHL Timed Delivery Pricing

For those extra urgent parts you need earlier in the day we offer a timed next day delivery service. The cut-off times for these orders is the same as standard next day parcels.

DHL Before 10.30am – £24.00

DHL Before Noon – £18.00

Extended Postcodes Delivery Pricing

All Orders Under £180 – £21.00

Unfortunately due to additional costs from our service provider, we have to charge a higher carriage for out of area postcodes, typically in the highlands and islands.

You will see this charge when you enter your postcode in the checkout process if applicable.

International Delivery Pricing

UK Spares can facilitate deliveries outside of the UK. If you have a requirement for this please feel free to contact our team on sales@uk-spares.com. All we need to know is the parts required and the full delivery address.

How Long is the Typical Delivery Time?

Delivery times quoted are those given by the couriers we use, they may vary by exception, which is out of our control and in exceptional circumstances the couriers also extend delivery timescales.

DHL standard delivery method are typically delivered in 24-48 hours. This is our standard delivery option on orders under £180 including VAT.
Orders over £180 will be sent via DHL on this standard delivery method free of charge.

Royal Mail 2nd Class is typically 72 hours.



Identify Support

Identifying The Correct Spare Parts

My Appliance Is Broken, Which Spare Part Do I Need?

The first thing to do is ensure that your appliance is switched off and then we would recommend phoning the manufacturer of your appliance and speaking to their technical department to see if they are able to diagnose the problem this way.

If the manufacturer is unable to help, it may be a case that an electrician will need to be called out. A good electrician will have all the right equipment to be able to test your appliance and locate the component which is faulty.

Please do not try and undertake electrical repairs yourself, as not only can it be very dangerous, but may also cost you more money in the long run as you may end up buying and fitting parts that you don’t need or that will not correct the problem. A common example of this would be replacing a thermal cut-out for a heater. A thermal cut-out is designed to shut off the electricity supply to prevent fire or further damage to your appliance. This often indicates an electrical fault elsewhere and simply replacing the cut-out will not solve the problem. It is likely that the new cut-out will blow again as soon as the appliance is switched back on as the heart of the problem has not been solved.

What Information Do I Need To Make Sure That I Get The Right Spare Part?

After locating which component of your appliance needs replacing, you will need to find out as much information about the appliance itself as you possibly can. Usually we would need the make and model number off of the appliance itself (as opposed to an instruction booklet which will usually refer to more than one product). The make and model number will almost always be located on a data plate. If you are in doubt as to how to read a data plate you can email us a picture of it, along with a description of the part you need, and we’ll let you know if it’s an appliance we can get spare parts for.

Markings on the spare:

Please note that the markings on the spare itself will not usually help us locate a replacement. These are not part codes used by the manufacturer and therefore we are unable to cross reference them.

Where Can I Find The Data Plate On My Appliance?

Below is a table showing where manufacturers will commonly put the data plate of your appliance:

Cooker Hoods: Inner or outer panel
Dishwashers: Behind the door or on inside edge
Electric Fires: On the back or on base metal under sump
Fan & Ventilation Units: Behind outer grille
Fridges & Freezers: Hidden by salad compartment or on inside wall
Ovens: Behind main over door
Panel Heaters: On the back
Storage Heaters: On the top edge
Vacuum Cleaners: Side or base

Do UK Spares Supply Generic Spare Parts?

Generally speaking we do not supply generic spare parts. We like to know exactly which appliance that you would like a replacement part for so that we can make sure that we supply you with a spare that fits. However, there are a few exceptions:

  • Consumbales
  • Terma Towel Rails
  • Universal Oven Spares

Please note that some items, such as oven door seals, grease filters and door latch kits may be classed as universal by the manufacturer and will therefore fit many different appliances, but not necessarily every version. If in doubt as to whether a universal spare will fit your appliance, please contact one of our customer advisers with the make and model number.

The Part I Need Is Obsolete, What Does This Mean And What Can I Do About It?

A spare part which has been made obsolete means that it is no longer being supplied by the manufacturer of that appliance. This may be due to them no longer being able to source the part from their supplier or that the unit is so old that there is no longer enough demand to justify supplying it.

In this case, by all means please check with us to see if we have any stock left, or if we can source it from elsewhere. If we don’t have any, we can give you the partcode so that you can widen your search to see if anyone else has any left in stock. If unsuccessful, then your only realistic course of action is to replace the unit.

Why not check out our range of complete replacement units?



Getting Support

Support Questions

How Do I Get In Touch with the UK Spares Team?

Please call us on 01454 620 500 or Email via our contact page.

What are the UK Spares business office opening hours?

UK Spares normal office opening hours are 8am to 5pm Monday to Friday.

Why Choose UK Spares As Your Spares Supplier?

Amongst many other reasons, our customers return again and again because we can offer them:

  • Worldwide delivery
  • The option of next day delivery on stocked parts within the UK
  • A reliable and swift service
  • Experienced and professional customer service advisors

We are recommended by many manufacturers as their preferred spares supplier and have access to all the latest data specifications, hundreds of schematic and technical drawings and up-to-date product information and knowledge on an extensive range of replacement parts.

Our vast network of over 100 manufacturers mean that we can quickly source the spare part that you need to complete your repair. That’s why we can truly be called your spares solution!

Can I Repair The Appliance Myself?

We do not recommend that you try to repair your appliance yourself unless you are competent and suitably qualified to do so. Not only is your safety paramount, but many manufacturers may actually void the warranty on your appliance if spare parts are not fitted by a qualified person.



Website Support

Using Our Website

Can UK Spares Locate Parts Which Are Not Listed On Their Website?

Yes! We deal with a wide range of manufacturers and generally only list the fastest selling spares on our website. Please contact our sales team and they will do their very best to locate the spare that you need, however obscure.



Products Support

Manufacturers and Products

Dimplex

Optimyst Fires

Heatrae Sadia

PremierPlus Unvented Hot Water Systems

Other

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