Frequently Asked Questions

Placing your order

How can I check delivery dates and services available on an item?

On the product page there is an option to add your postcode, it will then show all available delivery dates. Once the item is in the basket it will show the available services for that product for example installation. Any problems or questions please do not hestite to contact us on 03712 31 31 13 or via livechat/emails. 

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Do you have a price promise?

We do! However, we only consider certain retailers. If you see a price cheaper elsewhere please fill out the price promise form at hughes.co.uk/price-promise or for more information. If you find a cheaper price from a retailer that is not in our list - feel free to give us a call on 03712 313 113 or use our live chat service in the bottom right corner of your screen.

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How do I place an order?

You can order via our website or from one of our friendly customer advisors. You can contact our online sales team on 03712 313 113, Monday - Friday, 9am - 5:30pm.

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What if I have placed my order to the wrong address?

Please give us a call on 03712 313 113 or use or live chat service to inform us as quickly as possible. Please make sure you have your order reference to hand. We may not always be able to amend your details - in some cases we might have to cancel your order to allow you to resubmit.

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Paying for your items

Can I pay monthly for my purchase?

We offer both rental and finance options online. For rental please visit out rental website hughesrental.co.uk, and for more information on our finance options please visit hughes.co.uk/flexi-pay 

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Discount codes

Why isn't my discount code working?

Voucher codes are on selected items only and will show a green text banner advising if a code is available on that product. These codes are not case-sensitive. If you have any issues using a particular voucher code, or if you have been given a unique code that will not work - please use our Live Chat service or give us a call on 03712 313 113 so we can assist you.

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Delivery

Do you offer weekend deliveries?

Yes we do! Please be advised where this is possible the website will allow you to select a weekend date, there may be an additional charge. If you enter your postcode on the product page it will advise if this is an option for the item you are purchasing.

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How do I track my delivery?

You will receive an email once your item has been dispatched that inclues your delivery reference. Our chosen delivery partners will also inform you of a time slot a day or two before your scheduled delivery date. In most cases you can track your delivery online via the couriers website - please see hughes.co.uk/deliveries for more information.

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Warranty/faulty items

Will my item have a warranty?

The items we sell are supplied with the maufacturer warranty, this is in addition to your rights under the Consumer Rights Act 2015.  The majority of items come with a 1 year warranty covering parts and labour, some manufactures do offer longer warranties or promotion offers to extend the standard warranty, this is stated under the specifications.  Please be advised you may need to register to qualify for any promotional warranties.​

​We can offer additional warranties and replacement plans at competitive prices on most of our products, for a quote please call us on 03712 31 31 13 or you can speak to us on livechat/emails.

Please note that the items we sell are for domestic use and as such the warranty will only cover domestic use, it is unlikely the item will be covered by the warranty if being used in a commercial property.​

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What if my item is faulty?

The guarantee is often covered by the manufacturer and for the most efficient service it is best to contact them directly. The contact information should be in the manual you have received for the product or found online. If you cannot find the information please do not hesitate to contact us and we can advise you. The manufacturer will often need proof of purchase and the serial number from the item – this is often found on a sticker on the product.

​Please make sure when you contact us you provide us with your order or invoice number and a full description of the fault you are experiencing.​

​If the item is confirmed faulty we will offer you a resolution in accordance with your legal rights, this may be an exchange, repair, or refund.​

For more information please visit https://www.hughes.co.uk/repairs

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Can Hughes repair my product?

Hughes has four dedicated service centres based in Norwich, Lowestoft, Ipswich and Thetford. We employ more than 200 staff across the service centres; each service centre has a team of mobile engineers whose aim is to fix problems, first time, every time, in your home. There are also workshop-based engineers within each centre who repair more complex problems on behalf of a wide range of manufacturers and the general public. 

Please call 03444 124 411 if you need any assistance.

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Other

Can I contact you directly regarding an order placed via eBay?

As per the buyer/seller protection offer by eBay all contact regarding these orders should be via 'ask seller a question' on the eBay website. 

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Why can't I log into my Hughes Trade account?
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Can I rent from Hughes?

Yes! Please see our dedicated rental website for more information hughesrental.co.uk

 

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Where is my local store?
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