Customer Service & Support FAQs
I have a question about my kitchen order. Who should I contact?
Please contact the showroom where you purchased your kitchen. Your local showroom manages your order, installation, delivery schedule, and any after-sales support relating to your purchase.
How do I find the showroom I bought from?
You can use our showroom locator, or check your quotation, order confirmation or invoice, which will include your showroom's contact details.
Why can't head office help with my order?
Our showrooms are independently owned and operated franchise businesses. Each showroom manages its own customer orders, installations, service, and support, so they're best placed to help you quickly.
I don't know which showroom I purchased from.
If you have your order number, postcode, or a copy of your invoice, we can help identify the correct showroom and put you in touch with them.
My showroom has closed. What should I do?
Please contact our customer support team. We'll advise you on the best route for assistance depending on your purchase and the products involved.
Warranty FAQs
How do I make a warranty claim?
Warranty claims are normally handled by the manufacturer or supplier of the affected product. Your showroom can advise you on the correct process and provide any documentation you may need.
Kitchen furniture is covered by the applicable Kutchenhaus warranty. The warranty period and conditions depend on the product supplied and the date of delivery. Please contact the showroom that handled your purchase for the terms that apply to your kitchen.
My appliance has developed a fault.
Please contact the appliance manufacturer directly using the warranty information supplied with your appliance. Most manufacturers operate their own engineer network and can arrange repairs under warranty.
My tap, sink, or worktop is faulty.
Many component manufacturers provide their own product warranties. Please contact the manufacturer directly or speak with your purchasing showroom if you're unsure who supplied the product.
Who is responsible for my kitchen warranty?
Different elements of your kitchen may be covered by different warranties, including:
Kitchen furniture
Appliances
Worktops
Sinks
Taps
Lighting
Installation (where applicable)
Your showroom can explain which warranty applies to each product.
I need replacement parts. Who supplies them?
Replacement parts are usually supplied by the original manufacturer or through the showroom that sold your kitchen.
Installation FAQs
I have an issue with my installation.
Please contact the showroom that arranged your installation. They will investigate the issue and coordinate with the installer where appropriate.
My installer damaged something during installation.
Please report this to the showroom that managed your installation as soon as possible, ideally with photographs.
Can another showroom fix my kitchen?
Because each showroom operates independently, another showroom may not have access to your order details or be responsible for your installation. Your original showroom should always be your first point of contact.
Orders & Deliveries FAQs
Where is my order?
Please contact the showroom you purchased from. They'll have the latest information on your order status and delivery schedule.
Can head office change my delivery date?
No. Delivery arrangements are managed by your purchasing showroom.
I need to amend my order.
Please contact your showroom as soon as possible. Changes may not be possible once manufacturing has begun.
Product Information FAQs
I need care and maintenance advice.
Many manufacturers provide dedicated care guides for their products. Your showroom can also advise you or direct you to the relevant supplier.
Where can I find appliance manuals?
Instruction manuals can usually be downloaded from the appliance manufacturer's website.
I need paint or door colour information.
Your showroom can identify the correct product specification and advise on touch-up kits or replacement components.
Complaints FAQs
I want to make a complaint.
Please contact the showroom where you made your purchase in the first instance. They are responsible for resolving issues relating to your order.
I've already contacted my showroom and I'm unhappy with the response.
If you believe your complaint hasn't been handled appropriately, please contact our customer support team with your order details and copies of any correspondence.
General FAQs
Are all your showrooms owned by the same company?
No. Our showrooms are independently owned franchise businesses operating under our brand, while following our quality standards.
Can I purchase products directly from head office?
No. All sales are made through our authorised showrooms.
Can I visit a different showroom for advice?
Yes. Any showroom can provide general product advice and discuss a new project, but only your purchasing showroom can access and manage your existing order.
Who do I contact for product warranties if I no longer have my paperwork?
Your purchasing showroom can usually identify the products supplied and advise which manufacturer or supplier to contact.
