Whether you are yet to place an order, or have already placed an order and have additional queries, the best place to get the answers you need is to raise a ticket via the customer service dashboard.

Our expert and friendly customer service team are on hand, 7 days a week, to answer your questions.  Whilst you can phone us with your query, we strongly advise that you raise a ticket as this ensures all of our team have access to current and prior communications, which will help us to answer your queries and avoid any confusion.

Please see below for frequently asked question relating to ordering from DIY Kitchens.

FAQs

Are your units supplied fully built or flat pack?

All DIY Kitchen units, with the exception of large, corner units, are supplied rigid, with all doors, drawers and accessories pre-fitted.

How do I create a support ticket?

To raise a support ticket, please click here to access the Support section of our website.  Simply select the appropriate area for your query, to ensure this goes to the correct part of our team, log into your account and follow the on-screen instructions. 

Once submitted, a member of our customer service team will respond as soon as possible.

Why do I have to do everything via email?

We do have phone support available, however, we strongly recommend that all communication, especially relating to a potential or actual order, is done via our ticketing system.  Our customer service team work in shifts and, in order to provide you with excellent service, it’s important that all members have access to previous communications to assist you correctly.

How do I order samples?

To order samples, please click here to select either sample doors, worktop samples or cabinet colour samples.

Do you charge for samples?

To help you decide on door styles and colours, we provide you with 3 FREE door samples.  All you need to do is pay a small, £6 delivery fee.  If you require further door samples, these are available and the prices are displayed on the website. 

Cabinet colour samples are supplied completely free, with no delivery charge.

Solid surface worktop samples are chargeable and details are available on the website.

For laminate worktop samples, you can order these for free by visiting the Duropal website.

Can I order sample doors in a bespoke colour?

Yes, we can arrange to paint doors in any colour, however, please note there is a charge for this of £60 including VAT for each sample door.

Can I return samples for a refund?

We will only accept sample doors for refunds and this excludes any bespoke colours.  These must also have been purchased in addition to the 3 free sample doors we supply.  Once we have received these, we will issue a refund for the value of the doors.  Samples can be returned to us via your own shipping method or they can be returned with the driver when you take delivery of your kitchen.  Please note that we do not refund the cost of returning samples.

Is there a minimum order value?

Yes.  When placing your first order with us, this must exceed £750 (inc VAT).

I’ve already ordered a kitchen from DIY Kitchens and need additional items.  Does the minimum order value still apply?

If you have placed a full kitchen order with us previously, you are able to bypass the minimum order value of £750.  At the checkout there will be a section that says “ISSUE WITH YOUR SHOPPING BASKET” if the value is below £750.  You will need to enter your previous order number and email address and the system will then recognize you as a returning customer and you will be able to proceed to payment.

Can I order units without doors?

We prefer to supply full kitchen orders which include the units and doors in order to guarantee your entire kitchen matches and you get the best possible finish.  However, If you wish to proceed with a carcass only order, please add all the units, with doors, required to the cart and contact us.  We will then manually remove these doors for you.

Please note that we can only supply carcass only orders if the order quantity is £750 or more.  Carcass only orders also incur a 10% surcharge on all units.

Can I order doors only?

We can offer door only orders on selected doors/colours, however, please be aware that these will not come drilled for hinges and there is a minimum order value of £750.

The ranges/colours we offer are;

  • Carrera Gloss – Alabaster, Carbon, Cobham Blue, Dove Grey, White
  • Carrera Matt – Alabaster, Carbon, Cashmere, Cobham Blue, Dove Grey, White
  • Linwood – Alabaster, Carbon, Cashmere, Cobham Blue, Dove Grey, Heron Grey
  • Norton – Alabaster, Carbon, Cashmere, Cobham Blue, Dove Grey, Heron Grey
  • Stanbury – Alabaster, Carbon, Cobham Blue, Dove Grey, White
  • Malton – Alabaster, Dove Grey, Heron Grey
  • Dalby – Alabaster, Carbon, Knightsbridge Blue,  Dove Grey, Heron Grey
  • Linton – Alabaster, Carbon, Knightsbridge Blue, Dove Grey
  • Cento – All colours

How long do I have to make changes after placing an order?

If you set a w/c delivery date when placing your order, you will have 48hrs from the date you placed the order to make amendments, however, this excludes changes to the door range and colour, both of which cannot be changed once the order is placed.

Alternatively, you can select an unspecified delivery date when checking out as this will allow you to make changes to your order up until you set a delivery date. As previously mentioned, this excludes the door range and colour. Once the date has been set you will not be able to make any further changes.

How do I order a kitchen with a bespoke paint colour?

We can paint kitchens in any colour. All you need to do is provide us with a colour reference, such as a manufacturers name or a RAL colour. Alternatively, you can send us a sample of the colour and we will colour match to the sample.

How much more is a bespoke painted kitchen compared to a standard painted kitchen?

Whilst the actual difference depends upon the door style you choose, bespoke kitchens are typically 20-30% more than standard colours. Please note that this increase only applies to doors, panels and accessories rather than cabinets.