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FAQs

FAQs

Placing Your Order

How and when can I order?
You can order your item through this website or from one of our friendly customer advisors. You can contact our friendly UK based call centre, Monday- Friday, 8am-5pm on 0330 818 0875.


What are my delivery options?
You can choose a home delivery option, which lets you have your order delivered to an address of your choice. The days available for your delivery will be clearly marked in the basket. Your delivery options are dependent on the products selected and your delivery postcode. For some TV & entertainment, computing, phone and smart tech products where you choose standard delivery, you will be provided with the date your product will be delivered by, and we will keep you updated with further information. We will be contacted after placing your order and advise that your tracking number will be provided 72 hours after placing your order.

Can I have an invoice?
Yes, just get in touch and we will email your invoice to you.

How do I know if the item will fit?
We try to list the full dimensions for every item. If for any reason the item you want doesn't have dimensions, please call our customer advisors on 0330 818 0875. It's important to note that the item dimensions don't include any protruding features such as controls and handles etc. Item dimensions represent the casing of the item only. Whilst we try to be as accurate as possible, all sizes, weights and measurements quoted on the website are approximate.


Will I receive the exact model shown? 
Images of the items shown on our website are for illustrative purposes only. We've made every effort to display all item colours accurately. However we can't guarantee that all the images displayed on your device will accurately reflect the true colour of the item delivered to you. 

Please be aware that colours may differ between manufacturers.
Whilst every effort has been made to ensure that item specifications are correct on the website, due to continual item development through research & design, specifications may change without notice.

When do you confirm my item is available?
Item availability dates are displayed on the website for you to select a day that best suits you. You'll then either receive a confirmation email, or, a member of our team will contact you within 48 hours to agree a convenient delivery day and confirm that the stock is available.

Can I return an item I don't want?
If you're not happy with your product, just let us know within 14 days of delivery and you can return it for free. Your refund will be made within 14 days of collection from your home, or from the day you dropped your product off at a store, and it will include the cost of delivery. It's important you don’t use or install your product. If you do, we'll have to deduct up to 45% of its value from your refund, as we cannot resell it as a new item. We're happy for you to unpack the product and inspect it properly. We'll refund you in full for items which haven't been used, as long as you let us know you want to return it within 30 days of delivery. For more information on this, please visit our Ts&Cs.

What if my item is faulty?
If you think your product may be faulty, we’ll do our best to resolve the problem as quickly as possible. We'll ask you to provide information on the product and the problem, and may suggest an engineer’s visit to help identify the fault. If the product is faulty, we’ll offer you a resolution in accordance with your legal rights. For more information on this, please visit our Ts&Cs.

Will my item have a warranty?
The manufacturers will supply a warranty in addition to your rights under the Sales of Goods Act. In most cases you'll receive a 1 year warranty covering all parts and labour, or in some instances, it may be extended to 2, 5 or even a whopping 10 years by the manufacturer. You may need to register to qualify for these promotions – please check with one of our team. Please also note that our warranties only cover domestic use; items for use in commercial properties might not be covered. 

I'm eligible for a promotion, how do I claim it?
For Buy More & Save or Jigsaw cashback promotions, we’ll email you a link to your claim form along with your invoice. You’ll receive this within 72 hours of your delivery. Claiming is simple - just fill in the form and we’ll have the money to you within 21 days. If you can’t find your email, make sure you check your junk mail. If you’re eligible for a promotion from a manufacturer, head over to your product information page on jigsawhome.co.uk for details on how to claim. 

Paying For Your Items 

Which payment methods can I use to place my order?
You can use Visa, Visa Debit, American Express or MasterCard via our secure payment partner, SagePay 

Is it safe to send my debit/credit card details over the web?
Yes. We encrypt (safely lock in our system so no one can see) your payment card details using industry standard SSL technology to ensure they are completely safe. 

If I don't want to pay online, what do I do?
Simply telephone our friendly call centre on 0330 818 0875 and one of our advisors will be happy to process your order by telephone using your payment card. 

Payment for your Order
Authority for payment must be given at the time of your order. Payment will only be taken once your delivery date has been agreed.

Discount Codes

Why isn't my discount code working?
Voucher codes will be available for a specific time period. Please check the expiry date and that you’ve entered the code correctly. A common error is an extra space if you're copying and pasting the code. Codes aren’t case sensitive so it’s fine to use capital or lowercase letters.

Can I use a discount code if I order on the phone?
Yes, if it's a discount code that you've seen on our website. Please let our friendly customer advisors know that you have seen a discount code so that they can add this to your basket. If it is a unique discount code that you've received via an email, then it will need to be redeemed online as it isn’t valid for orders placed over the phone.

Can I use more than one discount code on my order?
No. Sorry, only one voucher code can be used per transaction. Your unique discount code has been generated especially for you and can only be used once, however all other discount codes can be used as often as you like.

Can I use a discount code with Price Match?
Discount codes can't be used in conjunction with Price Match. We'll happily honour whichever option gives you the biggest savings on the listed selling price. 

Can I use my discount code more than once?
Your unique discount code has been generated especially for you and can only be used once, however all other discount codes can be used as often as you like. 

Where do I enter my discount code?
The discount code box can be found at the bottom of your basket. Simply type or copy and paste your code into the box and click apply. Your total will update to include your discount saving. Please be aware, you must enter your discount code in the basket as you can't apply it later.

Where can I get a discount code?
From time to time we’ll offer discount codes across the site. This will be clearly visible on our homepage and on the specific product page that the discount applies to. Sometimes we may ask for your email address in order to receive a unique discount code. We will use your email address to inform you about our latest promotions and offers. You can unsubscribe from these emails at any point.

I'm a new customer and I received a £50 discount code. How do I use it? 
You'll be able to use your £50 discount when you place an order of £500 or above. Simply enter your code in the basket and your discount will be applied automatically. 

Cash Back 

How can I claim cashback?
We offer both manufacturer cashback and our own cashback promotions. To claim a manufacturer's cashback promotion, we'll let you know what you need to do at the checkout. This usually requires filling out a claim form on the manufacturer's website. When we offer our own cashback promotion, we'll send you a claim form, by email, within 5 days of delivery. Simply fill this in, within 14 days, and we'll send your cashback via EFT. This should be within 21 days of receiving your form.

Do I need to know anything else about cashback?
All promotional products are subject to availability while stocks last. We also reserve the right to void amend and/or change this promotion at any time.

How do I claim my Buy More and Save offer?
If you’re eligible for “ Buy More and Save", we’ll email you a claim form within 5 days of your delivery. You’ll need to submit that form to us and we’ll process your payment by bank transfer. You can read more about both of these promotions on our Promotions Explained page.

Prior To Delivery

What do I need to do before my delivery arrives?

We want your delivery to go as smoothly as possible, which means that we need a helping hand from you on the day. You might want to plan how your driver will access your property, and how your new appliance will get to its new home in your house. It’s a good idea to move your car off your drive, furniture that could get in the way, or even take pictures down that could get knocked during delivery. If we’re disposing of an item for you, make sure that it’s ready for us to take. Last but not least, make sure you keep an ear out for phone calls or knocks at the door. It could be your delivery!

Where can you deliver?
We'll deliver items to addresses within the United Kingdom free of charge using our flexible delivery service.

Who will deliver my item?
Our products are delivered by our in-house 2 man logistics company.

What time will my delivery be?
If you've provided a mobile number, you'll receive a phone call and email on the morning of your delivery letting you know the timeslot estimated for your delivery. To keep up to date with any changes on your delivery day, you can track your order by calling the number provided in the confirmation. Please note, this time may change as your driver makes their way to you, especially during bad weather or increased traffic.

Can I track the status of my delivery?
To help you plan your day without having to waste time waiting around. Our distribution center will provide with the time of your delivery.

What happens if you can't deliver?
Occasionally we may experience delivery restrictions in your area beyond our control. For example, bad weather closing roads.  We'll always try our best to deliver and if we think your order may be affected, we'll block out those dates in your delivery calendar.

How much does delivery cost?
We offer FREE standard delivery regardless of how many items you have in an order.

Can I change a delivery date I have already agreed to? 
Yes, you can change your delivery date up to the day before. If you need help, just give us a call on 0330 818 0875 


Will it cost to change my delivery date?
When you place your order, your delivery price has been secured. This means that if you need to delay your delivery, we can change it to a time that suits you at no extra cost. 

Can I change my delivery timeslot?
Unfortunately not, as your delivery time has already been planned into your driver’s route. If you don’t think you’ll be at home to sign for your delivery, give us a ring and we can re-schedule delivery for another day.

Can I change my delivery address?
If you have ordered a kitchen, appliance, TV or a selected audio, computing or mobile phone product you can give us a call before 5pm on the evening before delivery and we will be able to change your delivery address for you. On some TV & entertainment, computing, phone and smart tech products, we are unable to make any changes to your order once it has been placed

When I order more than one item, will they all be delivered at the same time?
We always try to deliver all your items together to make things as easy as possible for you. However, sometimes items will be delivered from different warehouses so will arrive separately.

Why can't I have the delivery date I want?
With kitchens, appliances, TVs and selected audio, computing and mobile phone products you'll be able to choose your delivery date in step 2 of the checkout process. You'll see the dates available over the next week, and you can view up to 5 weeks ahead. Available dates will be shown with the price for delivery. To give you the best possible service, the dates shown are based on your postcode and the availability of our drivers. Some days and times are more popular than others, and unfortunately at peak times of year you may find that dates get booked up quickly. Our checkout calendar is updated constantly to give you the next available options..

Can I cancel my order before delivery?
If you have ordered a kitchen appliance or selected TV, audio, computing and mobile phone product, you can cancel your product before delivery. If you have ordered any other TV & entertainment, computing, phone and smart tech product, we can't cancel the order after it has been accepted and entered the delivery process. You can refuse delivery of the product, or you can accept delivery and then arrange a collection. Both of these options are free of charge, and you will receive a full refund once we have received the item back in an unused condition.

When will my item be delivered?
If you have ordered a kitchen appliance or selected TV, audio, computing and mobile phone products, you will choose your delivery date in the basket.

Where can I get an update?
To change anything on your order, please give us a call on 0330 818 0875 


My delivery hasn't arrived yet, what should I do?
For your most up to date delivery time, you can call our contact centre at 0330 818 0875


Can I speak to my driver?
You can call your drive. If you don’t get an answer straight away, please be patient.

There's no paperwork with my delivery
That’s because we’ve gone green here at Jigsaw Home. Your invoice will be emailed to you within 72 hours of your delivery being made.

My driver was brilliant, how can I say thank you?
We’re happy they made you happy! Head over to jigsawhome.co.uk and leave us a review, or send us some nice words via Facebook. 

Help, I've ordered the wrong thing!
Oops! We all make mistakes sometimes. Give us a call on 0330 818 0875 and we’ll swap your product for something else. If you think you’re going to return an item, it’s important that you don’t use or install it as you may not receive a full refund.


Will you deliver if the weather is bad?
We’ll always try our best to deliver during bad weather. If there's a chance your driver could be delayed or needs to reschedule, don't worry, we'll be in touch.

Something's gone wrong!
Don’t panic, we’re here to help. Give us a call between 9am-5pm, and we’ll do our best to sort it for you. If your item isn’t working properly, the manufacturer is often the best person to help. If this is the case, we’ll pass you over to them.

Handy hint: Keep a note of your serial number before your appliance is installed. This makes it easier for you to claim any promotions back, or to get help if there’s a problem. 

Paying With Finance 

Will you still price match my order?
As Pay on Finance is a web only payment option, we’re unable to offer price matching. However, you can rest assured we check our prices three times a day to make sure we always offer the best value to our customers.

What's the minimum/maximum spend?
There is no minimum amount. The maximum amount of finance offered by our provider is £300.00

Will I still get promotions on my order?
Yes, you can still claim a promotion when applying for finance. If you trade in an old product, the money will be taken off the amount you owe on the finance agreement, not credited to your account.

What do I pay when I order? Is there any deposit?
There's no deposit required. Your first payment will be made to our third party finance provider..

Will the price be the same if I pay on finance?
Paying on finance won’t change the price of your item, or the overall value of your basket.

Can I place an order on the phone?
No, unfortunately not. Finance is a web only payment option, which you can select when you check out.

I've got a question about finance, who can help?
We're more than happy to help with any questions you might have about any of our products and services. 

Can I cancel my credit agreement?
In accordance with your statutory rights you many cancel a Credit Agreement within 14 days of signing it. If you want to do this, we ask you to advise us as soon as possible. Should you cancel your credit agreement and have already received products from us, then you will be liable to pay us in full for the product (unless your cancellation rights apply).

Can I still return my product if I pay on finance?
If you're not 100% happy with your order, let us know within 30 days of delivery and you can return it if it’s not been used. As your first payment isn’t collected until 30 days after your product is delivered, you will not be charged for your order. Visit our returns page for more information. 

Will I be credit checked?
Yes - when you apply for finance, the lender will run a credit check on your financial history to see if you are a suitable candidate for finance. This means that this search will show on your credit report. It is worth noting that as we work with two separate lenders you may be credit checked twice.

My Account

How do I register for an account?
You can register for an account in just a few simple steps by following this link. We’ll ask you to enter an email address and create an account password. We’ll then send you an activation email. You’ll need to follow the instructions in this email to activate your account.

Do I have to create an account to order with you?
No, not at all. You’d just need to enter your payment and address details each time you place an order with us.

What are the benefits of creating an account?
We’ll remember your card and payment details so that you can place orders more quickly. We’ll remember up to 3 payment cards and addresses for you to choose from. You’ll be among the first to hear about new offers and promotions.

I recently placed an order, but I don't seem to have an account?
We won’t automatically create an account if you place an order with us, so you will need to register. You can do this here. If you’re ordering with us, you’ll also see information on how to register on your order confirmation page. We’ll give you the option to remember the payment and address details used in your order.

I can't seem to create a password. Can you help?
It may be that the password you’re entering isn’t strong enough. Try using some numbers and upper case letters to increase the strength. Your password should be unique to you and not something other people will easily guess.

I haven't received my activation email. Can you help? 
We’ll send your activation email out immediately, but how quickly you receive it may depend on your email provider. Please also check your junk mail just in case. Add us to your ‘safe senders’ or ‘contacts’ list to make sure emails from Cape Appliances make it straight into your inbox. If you haven’t received your email within a couple of hours, let us know.

Will my address and payment information be secure?
Once we have your information, we’ll ensure we protect it with all of the appropriate safeguards. It’s important that you also take responsibility for protecting your account information. Make sure your password is strong, don’t share it with others, and try not to use the same one for lots of online accounts. Don’t send your password by email – we’ll never ask you to do so. We won’t ask you for your password information over the ‘phone; we’ll advise you on how to reset it. 

Can you reset my password for me?
No, for security, we ask you to reset your password yourself. We wouldn’t ask you to share your password with us, but if you contact us we can advise on how to reset it.

I saw an offer for £50 off when I register. How do I claim my Discount?
Once you’ve activated your account, we’ll email you a unique discount code to use on a future order. You can apply your discount when you place an order on an item worth £500 or more. Simply add your unique code in the basket and your discount will be applied automatically. 

After You've Ordered 

Can I exchange my product?

If you have ordered a Kitchen, Appliance or selected TV, audio, computing and mobile phone product, you can contact us and we will exchange it. All you have to do is let us know within 30 days of delivery


Can I return my product?

Yes, all products can be returned within 30 days of delivery. Give us a call with the serial number of your product and we will arrange to collect the item, free of charge, on a day of your choice. You will receive a full refund as long as the product is confirmed as unused once collected. If the product has been used we will issue a partial refund as we are unable to re-sell the product.