Frequently Asked Questions

Whilst we are all facing uncertain and unprecedented times due to the outbreak of coronavirus (COVID-19), we want to ensure you that we are on hand to help you with any questions you may have around our stores, existing and new orders as well as general updates from us. The safety of our teams and customers is our most important priority at this time so we have put together a few frequently asked questions to assist you with your enquiry. If your question cannot be answered below then please contact us at [email protected]. We are sadly unable to receive telephone calls at this time.

We thank you for your continued support at this time and stay safe.

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About our stores

Are your stores still open?

Our main stores are now fully open. The only locations closed at this time are our concessions in garden centres which are conservatory & glazing outlets only. The store locator page for your local store will show updated delays which you can see here. You can now also make appointments with designers for Kitchens and Bathrooms as well as Conservatories and Glazing. Complete the online forms to submit your enquiry and a member of the team will be in touch to confirm an appointment time. We have introduced a wide range of measures in store to ensure that you are able to shop safely with us. This includes 2 metre social distancing being in place throughout the store along with a one way system. We've also enhanced our in-store cleaning routines and hand sanitising stations are available. Following government guidance face masks have also been introduced where mandatory. You can also still shop with us online 24/7 with many items available for quick delivery. Some lead times are likely to be extended due to delays with courier partners and delivery from our manufacturers.

How are you keeping customers safe in store?

We want to make sure that all customers have a pleasant shopping experience with us when in store whilst also ensuring that customers and colleagues are kept as safe as possible. You will notice that some stores have a new entrance area which will be clearly marked on your approach to store. We are asking all customers to stay at least 2 metres from customers and colleagues and to avoid any physical contact such as hand shaking. Where possible you will be greeted at the store entrance and all stores have an automatic hand sanitising station. We request that all customers use this prior to entering our store and to not visit us if they are showing any symptoms of the virus, please visit us again when you are feeling better.

Once inside our store, you will notice that things look a little different. There are various signs and floor markings and you will be asked to follow a one way system. We ask that all customers a responsible and keep 2 metres away from other customers at all times. We are limiting the number of people in store at any one time and please be patient if you have to queue.

We have limited toilet facilities in store also, with the disabled toilet being open for emergency use only.

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About your orders

Where is my order?

Due to the current situation, delivery lead times are longer than normal. If your order is fully in stock we will be contacting you to deliver your goods as soon as possible. We are working hard to chase as many suppliers as possible to provide updates on your order. We are also open to accept your delivery as soon as the supplier arranges delivery in to us. We are not able to accept cancellations as a result of delays due to the government enforced lockdown. We have put new delivery procedures in to place to help you to prepare for your Leekes delivery during the pandemic. These can be found here.

We are still delivering all in stock online orders through our courier partners. There is currently a delay to the usual delivery times but we aim to get these items sent to you as soon as possible. If you want to query an online order, please make sure you send us your WEB order reference and email [email protected].

How do I cancel my online order?

Please email us at [email protected] with your WEB order reference and "please cancel order" and we will process for you as soon as possible.

Are you delivering?

Yes, we are pleased to say that we are now operating a full delivery service. This now includes exchanges and assembly of items in a room of your choice. Our drivers have been issued with PPE equipment and we ask that you vacate the room where it is not possible to maintain a safe 2 metre distance. If you want to see more information on how to prepare for your delivery, it can be found here

We are also still delivering all in stock online orders through our courier partners. There is currently a delay to the usual delivery times but we aim to get these items sent to you as soon as possible. If you want to query an online order, please make sure you send us your WEB order reference and email [email protected].

I placed an order online, will it be Leekes delivering to me?

In some instances we may use a courier partner to fulfil your online order with us even if you live locally to our store. This is to ensure you get your items as quickly as possible and we have limited delivery slots available with our own fleet. These items would generally be garden furniture items or items that may not be considered as fragile.

I still haven't received my refund?

Please allow 3-5 days for your refund to appear in your account once you have received an email confirmation of refund request from us. If you have still not received a refund after 5 days, please contact [email protected] and include your order reference.

The item I want to order is not currently available?

As our stores reopen we will be able to increase the range of products we are able to offer online. Please continue to check the website for updates.

Is it possible to collect an order from store?

You can now click and collect in all stores from Tuesday 9th June. Options for the stores available are displayed in the checkout. If your preferred store is not available at the checkout, this means that the item is out of stock in that store. At present we are unable to move stock between branches to fulfill orders.

There is a problem with your website and I cannot complete my order?

If you are experiencing issues with our website please try flushing all cache on your browser. If you have items in your basket, please empty your basket and flush the cache and then add the items again. If issues persist please contact [email protected] and detail the device and browser you are using so we can best assist.

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About our installation services

I am expecting an installation or have a problem with an installation?

We have started to recommence installations where social distancing can be adhered to. If you have a service query please email details including your order number to [email protected].

I had a home visit booked in. Will this still take place?

All in home design services are currently paused until it is safe to visit you again. We will be in touch to re-arrange as soon as we are able. You are able to book an in store design appointment by completing an online form.

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About returns

I have an item I need to return to store, what should I do?

We have extended our returns period to 90 days from date of purchase if you purchased prior to 23.03.20 and the government enforced lockdown. Now that our stores have reopened your standard 28 days for returns is back in place, you can visit stores safely to return your items. If you have any concerns about returning your items you can contact us at [email protected] to arrange to return an online order to us or have any general returns queries.

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About your finance agreement

I’m worried about making repayments at this time. What should I do?

This is a challenging time for many and we understand your concern. Your interest free credit arrangement is provided by our partner Hitachi Capital PLC, and we encourage you to reach out to them with any questions as soon as possible. You’ll find their contact information on your credit agreement.

As my order has been delayed, what will happen to my interest free credit arrangement and can I defer payments?

Our interest free credit is provided by our partner Hitachi Capital PLC, and we encourage you to reach out to them with any questions. You’ll find their contact information on your credit agreement.

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