Kitchen Worktops Direct FAQ

    General

  1. How long have you been in business?
  2. My question isn't here. How do I contact you?
  3. What do your customers say about you?
  4. Can I speak to a customer service representative over the phone?
  5. What is your address?
  6. What is your telephone number?
  7. What are your normal business hours of operation?
  8. Do you provide directions to / map of your location?
  9. Do you offer technical support?
  10. Will I get to talk to a real person 24/7 or automated help?
  11. Do your lower prices mean lesser quality?
  12. Why are your prices so much less?
  13. Placing an Order

  14. Can I cancel my order?
  15. Can I schedule more than one order at a time?
  16. Can I order anyway if it's back ordered?
  17. What forms of payment do you accept?
  18. Do you accept secure credit card transactions on your website?
  19. I was unable to complete my order on the website, what should I do?
  20. How far in advance can I place my order?
  21. Is there a minimum order?
  22. How will I know that my order has been received and processed?
  23. Do you accept payment plans?
  24. Do you have any coupons or special offers?
  25. Will you match the sale price of one of your competitors?
  26. How do I place an order?
  27. I have never purchased anything online or over the phone, is it secure?
  28. Can I insure orders?
  29. Do you accept credit cards through e-mail or fax?
  30. Do you offer discounts if I order in quantity/bulk?
  31. Is paying by credit card safe?
  32. How do I order?
  33. How do I Order and what happens next
  34. Worktop Installation

  35. Do you fit in my area
  36. Where do you put these joints?
  37. Will you plumb in my sink/basin?
  38. Will you connect my hob?
  39. Should I be present when the tops are installed?
  40. Can my wall/cupboard units be fitted in the meantime?
  41. Worktop Delivery

  42. How long till I receive my order
  43. Can I specify a delivery date and time?
  44. Can I request a specific delivery time?
  45. Do you deliver to Apartment Buildings?
  46. What should I do if my merchandise is damaged when it arrives?
  47. Can I track the progress of my order online?
  48. How long will it take before my product is shipped?
  49. Do you deliver to post office box numbers?
  50. Can I deliver to another address?
  51. What's involved with taking Delivery?
  52. What if Goods arrived Damaged?
  53. Worktop Product

  54. How do you pack your product?
  55. Where are your products produced?
  56. Why are your prices so much cheaper than your competition?
  57. Is your entire inventory shown on your website?
  58. Can I cut and prepare directly on the worktops?
  59. Are you able to fit my sink/bowl into the worktop
  60. How should a sink/bowl be fixed to the worktop?
  61. Can a worktop be repaired if damaged?
  62. Could I add to my worktops later?
  63. Worktop Quote

  64. Can you give me a quotation over the telephone?
  65. How accurate is the online estimate
  66. Will you visit us to make templates?
  67. Should all fittings be on-site at the time of the templating?
  68. Do I need to be present during your templating operation?
  69. On your online quote I don't see a plan that matches my kitchen layout
  70. I want some options I don't see on your online quote
  71. Options

  72. Do you supply sinks and hobs?
  73. I dont see the sink or tap that I want

    General

  1. How long have you been in business?

    We have been in business since 1997 but recently opened Go Worktops Ltd.
  2. My question isn't here. How do I contact you?

    Simply email us here or call 0845 330 7642
  3. What do your customers say about you?

    Many come back or referrer others. See our compliments page link
  4. Can I speak to a customer service representative over the phone?

    Simply call 0845 330 7642
  5. What is your address?

    Our address is Go Worktops Ltd, Unit 2 Longlands Industrial Estate, Milner Way, Ossett WF5 9JQ.
    This is an adminisration address only - not a showroom or sales office.
  6. What is your telephone number?

    0845 330 7642 7 lines lo-call rate
  7. What are your normal business hours of operation?

    Mon - Fri 9am-5pm
  8. Do you provide directions to / map of your location?

    Yes a map is available if required.
  9. Do you offer technical support?

    Yes, all of Go Worktops Ltds products and services are covered with full technical support.
  10. Will I get to talk to a real person 24/7 or automated help?

    Staff are available to help you from 9am-5m Mon-Fri voice mail is available after these times.
  11. Do your lower prices mean lesser quality?

    No, Go Worktops Ltds discounts do not compromise quality or service.
  12. Why are your prices so much less?

    Certainly nothing to do with the cheap, unseasoned D, F grade wood that some less scrupulous merchants are prepared to supply you. 95% of our hardwoods are seasoned AA+ grade; no seconds and casualties are sold as casualties. 4 major reasons that we are the UK's cheapest internet wood supplier, firstly, volume purchase grants us bigger discounts that we pass on to our customers, secondly, we constantly seek to rationalise our business model so that overheads are always at a minimum without any compromise to quality and service. Thirdly, we believe the SPQR theory; believe small profits equals quick returns. And fourthly, we constantly monitor the internet to maintain that we offer the lowest prices for kitchen hardwood worktops. Hence our price promise.
  13. Placing an Order

  14. Can I cancel my order?

    Yes orders can be cancelled according to Go Worktops terms and conditions
  15. Can I schedule more than one order at a time?

    Yes
  16. Can I order anyway if it's back ordered?

    Yes
  17. What forms of payment do you accept?

    Credit/debit and cheque. Please allow 5 working days for cheques to clear.
  18. Do you accept secure credit card transactions on your website?

    Yes
  19. I was unable to complete my order on the website, what should I do?

    Simply email or call during normal UK office hours to complete your order.
  20. How far in advance can I place my order?

    As far as you wish though a deposit may be required.
  21. Is there a minimum order?

    No minimum order though there may be a delivery surcharge.
  22. How will I know that my order has been received and processed?

    Your order will be confirmed by email and on most occasions a delivery date will be advised
  23. Do you accept payment plans?

    Not at this moment in time
  24. Do you have any coupons or special offers?

    Go Worktops Ltd aims to sell all their products at special offer price.
  25. Will you match the sale price of one of your competitors?

    We would aim to beat it
  26. How do I place an order?

    Simply follow the online instruction in adding to your shopping cart or call one of our sales agents.
  27. I have never purchased anything online or over the phone, is it secure?

    Our encrypted secure software makes your shopping experience with Go Worktops Ltd more secure than if you had handed your card over in a restaurant.
  28. Can I insure orders?

    Most orders are insured in transit according to our terms and Conditions
  29. Do you accept credit cards through e-mail or fax?

    Both though online is more secure for you
  30. Do you offer discounts if I order in quantity/bulk?

    If possible
  31. Is paying by credit card safe?

    Payment can be placed on a credit card, this gives you total peace of mind. Any company who will not accept payment by credit card cannot guarantee delivery of goods. If you pay 10% deposit to order your kitchen and the company goes bust before delivery you have absolutely no comeback unless you have paid by credit card.

    Please see the following article copied from a UK Consumer Protection site

    How are you going to pay for the goods or service?

    It may be worth paying by credit card, especially if the goods or service you are buying is worth over £100 but no more than £30,000 and the credit limit on your card is no more than £25,000. The effect of using a credit card is that card issuer may be jointly liable with the supplier if you discover problems with goods or services purchased with the credit card. You may therefore wish to take the problem up with the credit card company. This may also help if you have purchased goods abroad. (If the goods prove to be faulty or are not delivered, for example, it is easier to claim against the credit card company in the UK than against the supplier through a foreign court.)

    If you have to pay a deposit, try and keep it as low as possible and check if it is refundable.

    Remember that the goods or services may come with a guarantee or warranty. For further information refer to the fact sheets Using guarantees and Warranties and extended warranties.
  32. How do I order?

    Simply select the relative wood type and sizes you require, click on "ADD TO SHOPPING CART" then click to "CHECKOUT" where, if required, you can amend, delete or progress your order, this will automatically take you to our 28 bit secure online encrypted host for you to enter your delivery and payment details. A confirmation email detailing your order will immediately be sent to you followed by an emailing when relevant with delivery details.
  33. How do I Order and what happens next

    Click 6 steps to ordering Apollo Solid Surface worktop
  34. Installation

  35. Do you fit in my area

    Yes we are a national company and fit all over UK mainland
  36. Where do you put these joints?

    We try to position them as unobtrusively as possible
  37. Will you plumb in my sink/basin?

    Sorry, over to your plumber for this one
  38. Will you connect my hob?

    Sorry, talk to your electrician
  39. Should I be present when the tops are installed?

    Yes please. At least at the end to approve them
  40. Can my wall/cupboard units be fitted in the meantime?

    No, it's best to leave them until after your worktops are fitted
  41. Delivery

  42. How long till I receive my order

    Most deliveries English deliveries take 3-5 working days. Scottish, Welsh and Home Counties on average 7-10 days. Deliveries are 8am - 6pm. Conditions of delivery are that an artic vehicle can park within close and safe proximity to the delivery address and that 2 able-bodied helpers are available to assist the driver who may be female to offload. Average worktop weights are from 70kg - 120kg. We must be informed in advance if this is not possible so that other arrangements regarding vehicle size may be made.
  43. Can I specify a delivery date and time?

    The order form allows you to specify a preferred Monday - Friday delivery date. As your order is shipped via a "fragile goods carrier" this may not tie in with their delivery circuit for your area so an alternate will be offered. Unfortunately, traffic conditions, prior deliveries etc prevent us from being able to tell you whether your delivery will be am or pm. Though, we are not in touch with the drivers they are advised to call you in advance where possible. Sometimes, signal, network problems prevent this. Conditions of delivery are that an artic vehicle can park within close and safe proximity to the delivery address and that 2 able-bodied helpers are available to assist the driver who may be female to offload. Average worktop weights are from 70kg - 120kg we must be informed in advance if this is not possible so that other arrangements regarding vehicle size may be made.
  44. Can I request a specific delivery time?

    Yes though we may ask you to revise it when not possible to fufil your preferred delivery date.
  45. Do you deliver to Apartment Buildings?

    In most circumstances we do.
  46. What should I do if my merchandise is damaged when it arrives?

    Either refuse the order or state clearly on the drivers delivery note
  47. Can I track the progress of my order online?

    Where possible we may be able to provide you a tracking number.
  48. How long will it take before my product is shipped?

    Different products are different times. We aim to have all products with you within 3-5 working days and will advise when that is not possible
  49. Do you deliver to post office box numbers?

    No
  50. Can I deliver to another address?

    The delivery form allows you to specify the delivery address as a second address to the credit card holder's actual address. This service is only possible, where the actual credit card holder has provided proof that the order is to be offloaded at an address other than where the credit card statement is registered. Conditions of delivery are that an artic vehicle can park within close and safe proximity to the delivery address and that 2 able-bodied helpers are available to assist the driver who may be female to offload. Average worktop weights are from 70kg - 120kg we must be informed in advance if this is not possible so that other arrangements regarding vehicle size may be made.
  51. What's involved with taking Delivery?

    Conditions of delivery are that an artic vehicle can park within close and safe proximity to the delivery address and that 2 able-bodied helpers are available to assist the driver who may be female to offload. Average worktop weights are from 70kg - 120kg we must be informed in advance if this is not possible so that other arrangements regarding vehicle size may be made.
  52. What if Goods arrived Damaged?

    We make every effort to see that your order arrives in the exact quality checked condition it left the mill. Goods are carefully, packaged and end capped and when not on the mills own wagons are transported via fragile goods specialists. We advise you to thoroughly check your order on arrival any damage is usually evident by the condition of the packaging. You are under no obligation to accept damaged goods. Simply sign the drivers docked "Goods damaged not received" and they will be returned to a replacement and we will be sent to you as soon as possible.
  53. Product

  54. How do you pack your product?

    Depends on the type of product being delivered, could be cardboard or bubble wrap or other suitable material. We will keep you updated with provisional delivery dates.
  55. Where are your products produced?

    All over the world
  56. Why are your prices so much cheaper than your competition?

    Several reasons, high volume orders with the manufacturer, high discounts to the client, smaller margins to the company
  57. Is your entire inventory shown on your website?

    No, approx 1/20th
  58. Can I cut and prepare directly on the worktops?

    To be safe use a chopping board.
  59. Are you able to fit my sink/bowl into the worktop

    That depends on the type of sink. Please contact us to discuss your requirement or discuss it at the templating stage.
  60. How should a sink/bowl be fixed to the worktop?

    That depends on the type of sink or bowl and the type of worktop. In some cases they may be fixed by screwing into the worktop or preferably by mounting the sink in MDF
  61. Can a worktop be repaired if damaged?

    Usually, yes both chips and scratches
  62. Could I add to my worktops later?

    Yes although precise colour matching could be a problem
  63. Quote

  64. Can you give me a quotation over the telephone?

    When quoting for the supply and fitting of a complete worktop we would strongly prefer a sized sketch, scanned , faxed, posted or e mailed so that we all agree on exactly what was quoted for. Without that information it is extremely difficult to provide an accurate quote.
  65. How accurate is the online estimate

    The end price will be as accurate as your sizes and supplied information.
  66. Will you visit us to make templates?

    Yes
  67. Should all fittings be on-site at the time of the templating?

    Yes please, most important
  68. Do I need to be present during your templating operation?

    Yes please, to help with any queries that we may have
  69. On your online quote I don't see a plan that matches my kitchen layout

    The outlines are only there to give us a very rough idea of your layout and do not influence your price at all. Simply click any outline just to get your quote started.
  70. I want some options I don't see on your online quote

    You can email, fax or post a size sketch with all the details you wish to be priced for a more accurate quote
  71. Options

  72. Do you supply sinks and hobs?

    Certain Solid Surface worktops - particularly Corian - have matching sinks which can be ordered as part of a worktop installation. Other trade price sinks are available from our website www.kitchen-sinks-taps.co.uk
  73. I dont see the sink or tap that I want

    Simply email or call us with the details of your required sink or tap. Soon our sinks website display most branded sink and tap options