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.

Back to top

About our stores

Are your stores still open?

Our online store remains open where can shop for selected items with us and we will process and dispatch orders as soon as possible. Our store(s) will fully reopen from Friday 5th June. 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.

Back to top

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.

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.

Back to top

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.

Back to top

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. You will be able to return items to your local store as soon as we can reopen. Please be reassured that, given the current government advice on taking essential trips only, you will be able to contact us at [email protected] to arrange to return an online order to us once the guidance is lifted and you can access a post office.

Back to top

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.

Back to top

Scroll to top