Frequently Asked Questions

When will my goods be delivered?

We aim to deliver your order within the timescales quoted on your order confirmation. These timescales may from time to time be subject to delays. Where this happens we will inform you that there may be a delay. If you need your order urgently and don’t want to wait then we will happily offer an alternative model or cancel your order and offer a full refund. To enquire about a late order please contact us at customer service or telephone 0845 609 0022. Please note all deliveries must be signed for. If you are out when the courier arrives, the courier will leave a card with a contact number for you to call. Where you have agreed a delivery day with the courier you may be liable for a repeat delivery charge if you are unable to keep the agreed delivery appointment. Your appliance should be checked for damage before signing for it as any damage discovered after this will not be our responsibility. For further info regarding delivery please click on the link provided : Terms & conditions.

We may monitor your call to help improve our customer service. talk customers will be charged a maximum of 2ppm for 0845 calls. A call set up fee of 6p per call will also apply. BT customers will be charged a maximum of 2ppm for 0845 calls. A call set up fee of 7p per call will also apply. Prices correct as at 1/10/08. If you use another service provider you should check what the cost of the call will be.

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Can you give me a delivery time so that I don’t have to wait in all day?

We cannot offer specific delivery times. Deliveries are usually made between 8:30am and 5:30pm. All deliveries must be signed for. If you are out when the courier arrives, the courier will leave a card with a contact number for you to call. Where you have agreed a delivery day with the courier you may be liable for a repeat delivery charge if you are unable to keep the agreed delivery appointment. Your appliance should be checked for damage before signing for it as any damage discovered after this will not be our responsibility.

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Can my order be delivered to a different address?

If you have paid for your order by debit/credit card, you will be given the opportunity to specify a different delivery address when you place your order. This may be subject to further security checks.

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Who will deliver my order and what service level should I expect?

We use Initial City Link for most deliveries of small items e.g. microwaves or vacuum cleaners. For larger items, depending on the number of items in the order and the delivery address we will either deliver with our own facilities or use the manufacturer's courier company. For these items you will be contacted directly either by phone or email to agree a delivery date. At all times please note that this may only be a one man delivery to your door and that arrangements should be made to move the goods into your property. Deliveries are usually made between 8:30am and 5:30pm.

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Will there be any charge for delivery?

All products are subject to a delivery charge. Charges can be viewed when the item is added to your basket. The charge allows for a single delivery attempt therefore additional charges may apply if you miss an agreed appointment.

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What payment methods do you accept?

You can pay by any Visa, MasterCard, or Maestro. In an endeavour to ensure that shopping on-line is secure, your credit/debit details will be encrypted to minimise the possibility of someone being able to read your details as they are sent to us over the Internet.

Scottish & Southern Energy participates in Verified by Visa and MasterCard SecureCode for added online payment security. These services are offered by Visa and MasterCard, in association with the bank that has issued your credit / debit card. It is aimed at protecting your details when shopping online by ensuring your card is not being used by someone else and is becoming a standard across all shopping websites

Verified by Visa and MasterCard SecureCode - What is it?

Scottish & Southern Energy participates in Verified by Visa and MasterCard SecureCode for added online payment security. These services are offered by Visa and MasterCard, in association with the bank that has issued your credit / debit card. It is aimed at protecting your details when shopping online by ensuring your card is not being used by someone else and is becoming a standard across all shopping websites.

When do you take payment?

For card payments, we take payment at the point of ordering. This is primarily to reduce the incidence of fraud and detection of fraud. This enables us to keep our prices as low as possible.

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Is it secure to give my credit card details over the internet?

Our site uses industry-standard Secure Sockets Layer (SSL) technology to provide encryption of personal information such as your name, address and credit card details. In this way, information passed between your computer and us cannot be read in the unlikely event of someone intercepting it. Click here for further information.

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What should I do if my credit/debit card was refused while placing an order?

If your credit or debit card was refused while placing an order please re-submit your order using a different card. For details on why your card was refused, please contact your card issuer.

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What is your returns policy?

Click here to know more.

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Can I have a product delivered outside the UK?

Currently we are only able to deliver to UK addresses (including Northern Ireland, but excluding the Channel Islands).

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I haven’t received a receipt for my order?

Please note that your order receipt email is also your receipt. Please print this off and retain on file for future reference. If you have not received this email then please e-mail us with your order details, name and postcode and we will check that we have your correct email address and re-send it to you.

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How do I use a promotion code?

Promotional codes are used for specific campaigns or for selling products to our Affinity Partners. Customers who have a promotional code should enter the code on the “Home” page and press enter. This will take you to the promotional products related to that campaign code.

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Loyalty Awards

How do I receive Airmiles?

In order to receive Airmiles with your online purchases with us you must have an Airmiles membership number. To join AIRMILES and obtain a membership number click here.

To access our Airmiles catalogue you simply need to follow the relevant link from within the AIRMILES website. At the checkout you will be asked to provide your Airmiles membership number. Once you have purchased goods, the total Airmiles awarded for the sale will be shown on your e-mailed confirmation and will automatically be added to your Airmiles account within a few days.

SSE Staff

SSE Staff should either link into the site from the Intranet or using the promotional code provided. During checkout, staff should enter their payroll number in membership number field. This is not to collect points but simply to track staff sales.

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I was unable to find a particular appliance. How can I find out about it?

If you would like information or prices for products we do not display on our website please Contact us by e-mail or telephone 0845 609 0022. We will endeavour to help you.

We may monitor your call to help improve our customer service. talk customers will be charged a maximum of 2ppm for 0845 calls. A call set up fee of 6p per call will also apply. BT customers will be charged a maximum of 2ppm for 0845 calls. A call set up fee of 7p per call will also apply. Prices correct as at 1/10/08. If you use another service provider you should check what the cost of the call will be.

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What happens if the item I have ordered is not available?

Our acceptance of your order is subject to stock availability. If we cannot fulfil your order we will contact you by your preferred method offering you alternative products or a refund.

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My product is faulty what do I do?

Click here to know more.

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I’ve forgotten my password. Can you help?

If you enter the wrong password you will be shown the following message “Invalid user name or password. Please try again” you will also be shown the following link “Forgot password help” click on this link to reset your password.

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I’ve cancelled my order but do not have a refund yet?

Refunds can take from 3-5 working days to appear on your statement depending on whom you bank with.

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How do I change my registration details?

You can update your details by clicking on My Account

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What types of extended warranty do you offer?

Click here to know more.

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How secure is my information?

Click here to know more.

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How do I search for a product?

You can search for products by keyword, brand or product code. Simply enter the type of product (e.g. iron, kettle, bed) or the brand name (e.g. Zanussi, Hotpoint) into the search box and we will produce all of the products which match your chosen word. Please ensure that you enter the word in the singular e.g. ‘oven’ not ‘ovens’. Entering a valid product code into this same field will produce details of that product.

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