FAQs

Payments

Q: How can I pay for my purchases on Vaughans?

A: We accept a range of secure payment methods at Vaughans, including all major credit and debit cards through our online checkout.

If you would prefer not to pay online, our team can take payment over the phone. Simply call 01437 760101 with your product details ready. We can also arrange payment by cheque if needed, although this may delay your order by up to 10 days. 

Our aim is to make the payment process as simple and convenient as possible, whether you’re purchasing a new fridge freezer or television, online or with our team. Once payment has been completed, you will receive confirmation of your order along with next steps.

Q: How secure are my credit/debit card details?

A: All payments at Vaughans are protected using 128-bit encryption, ensuring your card details are kept secure throughout the transaction. Payments are processed through a trusted system supported by HSBC. 

For added security, we may request proof of ID or carry out additional checks where necessary. For first-time orders, delivery is typically made to the cardholder’s registered address. 

We are committed to protecting your data and ensuring all transactions are handled in line with current security standards.

Products

Q: I am looking for a particular product that is not listed on your website.

A: If you can’t find what you’re looking for on our website, please get in touch with our team. We stock a wide range of products, and not everything is listed online. 

You can call us on 01437 763762 or email us with details of the product you’re looking for, and we’ll check availability and get back to you as soon as possible.

Q: I found the product I want to buy but I have seen it cheaper somewhere else.

A: We always aim to offer competitive prices across our range. If you’ve seen the same product at a lower price elsewhere, please get in touch with our team. 

Call us on 01437 763762 or email us with the details, and we’ll do our best to match or improve on the price where possible.

Q: How long will delivery take on my order?

A: Delivery typically takes between 2 and 14 working days, depending on stock availability and payment method. 

For selected items, next working day delivery may be available if your order is placed before 2pm. If there are any delays or if an item is out of stock, a member of our team will contact you as soon as possible to keep you updated.

Delivery

Q: Can you deliver outside the UK?

A: At present, we only deliver within the UK, including mainland Great Britain and the British Isles. 

Deliveries to Northern Ireland, islands and more remote areas may incur an additional charge. If you’re unsure, please get in touch, and our team will be happy to advise you before you place your order.

Q: When will my goods be delivered?

A: We aim to deliver most orders within 2 to 14 working days, depending on stock availability and the type of product ordered. 

For items delivered by our team, we will arrange a convenient delivery day and time with you in advance. Selected products may also be available for next working day delivery if ordered before 2pm, subject to stock and availability. 

Some items may be delivered directly by the manufacturer or via pallet delivery, which typically takes 3 to 7 working days. If your item is out of stock or there is any delay, we will contact you within one working day to keep you updated.

Guarantees

Q: Are my goods guaranteed?

A: Yes, all products sold by Vaughans come with a full manufacturer’s one-year parts and labour warranty, giving you peace of mind from the moment of purchase. 

We also offer extended warranty options on many products, providing additional cover beyond the initial guarantee. If you’d like to find out more, our team will be happy to talk you through the available options.

Product returns and refunds

Q: Can I return goods if I am not satisfied?

A: If you are not satisfied with your purchase, please contact our team as soon as possible and we will do our best to help. 

Returns are subject to our terms and conditions, including the condition of the product and the timeframe since delivery. Our team will guide you through the process and advise on the next steps.

Q: How do refunds work?

A: If a refund is approved, it will be processed using the same method as the original payment. For example, if you paid by credit or debit card, the refund will be made back to that same card. 

Refunds are typically processed once the returned item has been received and checked. Our team will keep you informed throughout the process.

Contact Us

Q: How can I contact you?

A: If you need any support or have a question about a product or order, our team is here to help. 

You can call us on 01437 760101, with our phone lines open from 9:00am to 5:00pm, Monday to Friday. Alternatively, you can contact your nearest store directly or send us an enquiry online, and a member of our team will get back to you as soon as possible.

Full contact details including fax and email can be found on the Contact Us page.

Complaints

Q: If I have a complaint, what should I do?

A: If you are unhappy with any aspect of our service, please get in touch with our team and we will do our best to resolve the issue as quickly as possible. 

You can call us on 01437 763762 or email us at sales@vaughans.co.uk, and a member of our team will look into your concern.

We will acknowledge receipt of your complaint within 2 working days and we will do our very best to fix any problem that you may have.