DOWNLOAD RETURNS SHEET, COMPLETE, PRINT AND ADD TO THE BOX - PLEASE ENSURE YOU INCLUDE YOUR ORIGINAL ORDER NUMBER
All shipping costs of any returned goods remain the responsibility of the customer, and 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 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 we will be happy to collect your item free of charge. Please call Customer Support on 0345 222 0458 Monday to Friday between 9am and 5.30pm.
Refunds can only be made to the original card of purchase or Paypal account used.
For our full Terms & Conditions, please click here
UK Mainland Standard Delivery is £4.99, or FREE for orders over £50.
All if our orders are delivered by DPD, except Air Conditioning, which is longer as it is a pallet delivery, and via our specialist delivery company, BJS Home Delivery. Large quantity orders may require pallet delivery and these will also be delivered by another service.
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’ll go over this time, we’ll send you an email to let you know - please make sure we have your up-to-date email address for this reason. Regrettably we are unable to deliver to the Channel Islands, Isle of Man, Isles of Scilly, Orkney, Shetland and Western Scottish Islands, BFPO addresses, or the Republic of Ireland.
We'll need a signature to confirm delivery, so, if there’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.
You can pay with any of the following valid methods:
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.
Pay over time with Klarna now available.
In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, via Adyen we offer you the following payment options. Payment is to be made to Klarna: Pay over time via Adyen.
'Pay over time’ (UK only) Klarna
on basket between £50 and £2000
The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by Kenwood and instalments 2 and 3 are scheduled 30 and 60 days later, respectively.
Please note that as the billing and delivery address is used to approve your credit, these details cannot be changed once your order has been processed.
Further information and Klarna’s user terms you can find here. General information on Klarna you can find here. In order to be able to offer you Klarna’s payment options, we will pass to Klarna certain of your personal information, such as contact and order details, in order for Klarna to assess whether you qualify for their payment options and to tailor the payment options for you.
FREQUENTLY ASKED QUESTIONS
Who is Klarna?
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.
How does Pay over time work?
Once your order's confirmed, you'll receive an email with payment instructions within two to three days from Klarna. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by Kenwood and instalments 2 and 3 are scheduled 30 and 60 days later, respectively.
Am I eligible for Pay over time?
To use Pay over time you must be at least 18. Whilst this option is widely promoted, Pay over time is subject to your financial circumstances. When choosing Pay over time, our assessment will not affect your credit rating.
How can I increase my chances of being accepted for Pay over time?
Klarna is unique and offers Pay over time based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay over time by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have had Pay over time before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.
What do I need to provide when I make a purchase?
If you want to make a purchase with Klarna, you'll need to provide your mobile phone number and your email address. The mobile number is required in case we need to reach you. All statements will be sent to your email address. It's very important that you give us the correct details, as otherwise you will not receive the payment information and so will be liable for delayed payment fees.
Will a credit search take place against me?
Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor we run credit searches against you that could impact your credit rating.
Why have I not been offered Pay over time?
Although Pay over time is widely promoted it is not always universally available. The Pay over time method is automatically generated by algorithms that are dependent upon a number of factors including amount of order, the online store, previous order history and item availability. Alternatively, you are able to complete your order by paying by credit or debit card at the checkout.
What are my payment options with Klarna?
You can pay with debit or credit card immediately in the checkout or take advantage of our Pay over time payment option, where you can pay for the goods once you have received them via credit card or debit card. What happens if I cancel or return my order? As soon as we have accepted your cancellation/return, then Klarna will cancel the statement or refund your payment.
Does Klarna impact my credit score?
Klarna may run a soft credit search that does not affect a customers credit score and is only visible on your credit file by you and Klarna. Neither Klarna nor we run credit searches that could impact your credit rating. This includes at the point of application, if a payment is missed, or if the outstanding balance enters a debt collection stage.
I have been asked to go to Klarna's site. Is this correct?
If you have chosen to Pay over time, Klarna will send you an email with further details on how to pay. Your email will contain a link to Klarna where you can settle your payment with your credit or debit card.
What do I need to provide when I make a purchase?
If you want to make a purchase with Klarna you need to provide your name, address and email address. For some orders you may need to provide your mobile number or date of birth, too. All information will be sent to your email address, including payment reminders and links to your online statements. It's very important that you give us the correct details, as otherwise you will not receive the payment information.
Is my payment information safe?
Payment information is processed securely by Klarna. No card details are transferred to or held by us. All transactions take place via connections secured with the latest industry standard security protocols.
Can I pay before the due date?
You can pay for your order at any point after you receive the email from Klarna with the details of your payment on. Just follow the instructions on this email to pay for your order. Have you received my payment? If you pay by card, we will confirm your order right away. If paying by Pay over time, Klarna will send you a payment confirmation to the email address that you have used for your order. If you have made a payment but not received the payment confirmation, you can always check the status of your order and payments by logging in at www.klarna.com.
What happens to my statement, when I've returned the goods?
Once we has received the return (partial or full) and you have received their confirmation of this, an updated statement will be sent to you by Klarna if you've made a partial return. With a full return, your statement will be closed.
I have cancelled my order. How long will it take until I receive my refund?
As soon as we have registered your cancellation or your return, the refund will be processed within 7 business days.
I have asked for a refund. How will I be refunded?
If you have paid for your order with card, the refund will be made back to the same card. If you have not paid the statement yet, then the refund will reduce the statement or cancel it completely.
I haven’t received an email with my statement/payment information.
If you do not have your statement number to hand you can log in at www.klarna.com/uk, where you will find all of your orders and be able to make payments.
I still have questions regarding payment, how can I get in touch?
Visit Klarna’s Customer Service for a full list of FAQ’s, live chat and telephone options.
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 we’re sorry but we won’t be able to change any details for you - it’s already being processed.
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. De'Longhi are members of the Distributor Takeback Scheme (DTS), our registration number is 400075. 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 De'Longhi 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.
De'Longhi are members of REPIC, REPIC is the largest UK WEEE product compliance scheme.