Get In Touch | Wickes.co.uk

Use our handy tool to see the status of your order. You can track its location whilst it is on its way to you - with or without a Wickes account.

To track your Wickes kitchen, bathroom or home office order, please complete our contact form; selecting 'Kitchen & bathroom'. Scroll down, it's just below.

With our handy order tracking tool you can see:

The date your order will be delivered
The delivery carrier
Where each part of your order will be delivered from
When your Click & Collect order is ready to collect from your local store

We're unable to offer live order tracking just yet, but we'll send you a text the day before your delivery with further details on when you can expect your order to arrive.

When getting in touch with us, we need to confirm we’re talking to the right person. We’ll ask you a few questions to confirm you’re the person that paid for the order.

If you’d like someone else to speak on your behalf, please ensure they’ve all the information necessary to pass our required Data Protection checks. Any conversation about order amendments, including refund requests, must be with the person that paid for the order.

We are open:

Monday - Saturday: 8am - 6pm
Sunday: 10am - 5pm

Here's some hints to help you choose the best way to contact us for your enquiry:

Complete our Contact Form, scroll down, it's just below. We aim to respond to all enquiries within 48 hours.

If you've received a damaged delivery or a faulty product, we'll ask you to email us some photos

Use Live Chat - click ‘Chat’ on the bottom right of this page

If you're unsure about what you've ordered
If you've a question about our stock
If you're asking about a delivery that's due today

You can also call us on 0330 123 4123

If there's a queue you'll be given the option to ask for a call back. We’ll call you back when it's your turn.

Wickes kitchen, bathroom or home office enquiries

For enquiries about a Wickes kitchen, bathroom or home office order, please complete our contact form; selecting 'Kitchen & bathroom' as your reason for contacting us. Scroll down, it's just below.

If you’d like to talk, call us on 0344 892 2721.

If you’d prefer to use Live Chat - click ‘Chat’ on the bottom right of this page.

When getting in touch with us, we need to confirm we’re talking to the right person. We’ll ask you a few questions to confirm you’re the person that paid for the order.

If you’d like someone else to speak on your behalf, please ensure they’ve all the information necessary to pass our required Data Protection checks. Any conversation about order amendments, including refund requests, must be with the person that paid for the order.

We’re open:

Monday - Friday 8am - 6pm
Saturday - 8am - 4pm

Whether you're looking for a new kitchen, bathroom or home office; our Design Consultants have the knowledge and expertise to help you plan your space perfectly.

Complete our online form
Call us on: 0800 011 3031

We’re open:

Monday - Friday: 9am - 8pm
Saturday & Sunday: 9am - 5:30pm

We support charities and local communities in two ways:

Nationally, we’re proud to be supporting The Brain Tumour Charity as our corporate charity partner. This means we’re unable to offer monetary support to other causes.

Locally, we support the community through our Wickes Community Programme by providing products to help local charities and not for profit community groups. To apply for a product donation just head in to your local store and speak to the manager.

Terms and conditions

Please contact the press office at Clarion Communications on (0)20 7479 0910 or email wickes@clarioncomms.co.uk.

Please note, these contact details are for media enquiries only.

We’re committed to providing a service that is professional and valued by our customers and partners. We try to handle customer complaints in a prompt and fair manner and will acknowledge all complaints received within 48 hours of receipt.

Contacting Us

If there’s something you’re not happy with, the quickest way to get in touch with us is via our online chat service. Alternatively, you can complete our Contact Us form bellow, which is set out on the ‘Get in Touch’ page on the website. If you’d like to talk, call us on 0330 123 4123:

Choose option 1 for a Wickes kitchen, bathroom or home office complaint
Choose option 3 for all other complaints

To help us respond to you as quickly as possible, please include:

Your name and address
A contact phone number and email
Your order number
Details of your complaint with supporting photos
Actions you’d like us to consider

Alternatively, you can write to us at our registered address which is:

Complaints Team
Wickes Building Supplies Limited
Vision House
19 Colonial Way
Watford
WD24 4JL

Investigation

As a result of investigating your complaint, our customer services team may need to take additional information from you. We’ll let you know if that’s the case.

Depending on the nature of your complaint, it may be necessary for our customer services team to pass the complaint to another team to investigate. If we need to do this, we’ll let you know.

When investigating your complaint, we’ll take the following into account:

Assessing the nature of your complaint
Whether the complaint should be upheld
What action may be appropriate

We’ll consider the following points when deciding whether or not to uphold your complaint:

All the available evidence and the particular circumstances of your complaint
Guidance published by relevant regulators including the Financial Ombudsman Service, the Financial Conduct Authority and the Furniture and Home Improvement Ombudsman.

Resolution

Every effort will be made to resolve your complaint at the first point of contact. Once the investigation is complete, you’ll be advised of the outcome of your complaint.

Escalation

In the event that the customer services team is unable to resolve your complaint, or if you’re unhappy with the outcome, you can escalate your complaint by emailing customer.relations@wickes.co.uk, who will acknowledge your complaint within 48 hours and send it to the appropriate team.

It may be the case that further information will be required from you in order for the complaint to be investigated fully.

If you remain unhappy with the outcome of your complaint, you’re entitled to refer the decision to The Furniture and Home Improvement Ombudsman. The Furniture and Home Improvement Ombudsman will review your case and may request further information from you or from us. Any decision they make will be binding upon us.

More information can be found by visiting fhio.org.

Complaints relating to financial agreements

If your complaint relates to the lender, the complaint will be forwarded to them within five days of us receiving it from you and we’ll let you know that the complaint has been sent to the lender.

If the complaint is partially about the actions of the lender, that part of the complaint will be sent to the lender to investigate and respond. We’ll separately investigate and respond to the part concerning the sale of the financial product and service relating to us. We’ll undertake a thorough and independent investigation and agree a suitable outcome with you.

Once our investigation is complete, we’ll let you know the outcome of your complaint. If you’re unhappy with the outcome, you can refer your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service can be contacted on 0800 023 4567, via email: complaint.info@financial-ombudsman.org.uk, in writing at Financial Ombudsman Service, Exchange Tower, London E14 9SR.