FAQ
The questions we are actually asked. If yours is not here, email support@Lunwick.shop — one working day, usually much less.
Ordering and delivery
When will it arrive?
Orders in before 2:00 pm UK time on a working day ship the same day. Most UK addresses see it 3–5 working days after that; the Highlands, the islands and Northern Ireland take 5–8. Large appliances add one to two working days because they move on a booked pallet slot. Full table on the delivery page.
What does delivery cost?
Free UK delivery on every order. Under that it is a flat £4.95, tracked. Orders over £150 need a signature — that is what makes a claim possible if a parcel goes missing.
Will the driver bring it inside?
To the first ground-floor room of your choice, if they can get it there safely. Not upstairs, and not unpacked, installed, plumbed in or connected. We do not take old appliances away.
Do you deliver outside the United Kingdom?
No. England, Scotland, Wales and Northern Ireland, including the Highlands, the Scottish islands, the Isle of Man and the Channel Islands. Some larger appliances are mainland-only, and the checkout tells you before you pay.
Can I change my delivery address?
Within 12 hours of ordering, yes — email us. After that the label is printed and, for pallet items, the slot is booked; the carrier's own redirection service is then faster and we will send you the link.
Prices and payment
Do the prices include VAT?
Yes. Every price shown includes VAT where it applies, as UK price marking rules require. Delivery is shown separately at checkout and there is nothing to pay at the door.
Why is there never a sale price?
Because we have not run a sale. There is no struck-through "was" price anywhere on this site, and there will not be one unless it is a price we genuinely charged first. A catalogue that is permanently 70% off was never really that price.
The products
Are these branded appliances?
They are mainstream household appliances from established manufacturing, bought in and sold on by us. We are a retailer, not a manufacturer, and we do not present another company's machine as our own design. Where a product is compatible with somebody else's system — a capsule line, a mixer fitting — we say so, because it is true and useful.
Why are the specifications in centimetres and kilograms?
Because you are measuring a kitchen in centimetres. A lot of appliance copy in this country is still written for a US catalogue and quotes inches and pounds. We convert it. Where the manufacturer published a metric figure of their own, we keep theirs rather than our arithmetic.
Is the photography yours?
The product photography comes from the manufacturers and suppliers. The photography of rooms and settings elsewhere on the site is generated imagery and is not a photograph of a real installation. We would rather say that than imply a studio we do not have.
What warranty comes with it?
The manufacturer's own, and its length varies by machine — it is in the box and, where published, on the listing. We do not add a blanket guarantee of our own, because a promise we invented would be worth less than the one that comes with the appliance. Your rights under the Consumer Rights Act 2015 run alongside it for up to 6 years.
Returns
How long do I have?
30 days from delivery to tell us, on top of your statutory 14-day right to cancel, which is set out in full on the returns page.
Who pays return postage?
We do, if it is faulty, damaged, wrongly described, or you are cancelling under the Regulations — and we refund the outbound delivery too. You do, if you have simply changed your mind. We tell you the cost before anything is booked.
It arrived damaged.
Photograph the damage and the packaging and email us within 48 hours. We replace or refund in full, carriage both ways, and we deal with the carrier ourselves. That window is about the transit claim, not your legal rights — tell us later and we will still put it right.
I think it is faulty.
Check the care and measuring page first — transit bolts, filters, priming and sensor tabs account for most of it. If it is still wrong, email us with a photograph of the rating plate.
Us
Are you a real business with a real address?
Yes: Prime Appliances, 20-26 Aberdeen Park, London N5 2BJ, Royaume-Uni. It is a working unit rather than a showroom, so please do not turn up expecting to browse — and do not send returns there without emailing first.
How do I reach a person?
support@Lunwick.shop or +442075423982, Mon–Fri 9:00 am – 5:00 pm · Sat 9:00 am – 1:00 pm (UK time). Email is read first and answered fastest.