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Frequently Asked Questions

  1. How long will it take to get my delivery?

The lead time on our ready assembled units is 4-6 weeks. This is also the case for appliances and any products that are made to bespoke requirements. For smaller items such as doors, panels, shelves and other accessories, the lead time is 10-14 working days.

  1. Can I pay extra to get my delivery quicker?

We are unfortunately unable to fast-track any orders at present, as all materials are bought in and goods made to order.

  1. Can I collect my items?

All items are dispatched direct from our suppliers therefore we cannot offer a collection service from our TKS Direct Lancing showroom.

  1. What is your returns policy?

Please speak to a Product Advisor who can explain our Returns Policy with you.   

  1. You mentioned that your company is ‘Supply only’ what does this mean?

“Supply only” means that we do not install any additional furniture. All our units come ready assembled but are not fitted in to the kitchen. Any additional components such as cornice, light fascia, panels, plinth and worktops will be provided loose.

  1. Can someone come out to my home and give me a quotation?

We don’t unfortunately offer a service where we come out to you. Our trained Product Advisor’s are on hand to give you all the help you need over the phone. We should have access to your kitchen plans if your kitchen is newly built, however we rely on you and your kitchen fitter to confirm precise dimensions.

  1. Can you quote to fit?

We do not provide a fitting service. We suggest looking in your local yellow pages or Checkatrade for a fitter in your area.

  1. Can you show me a picture / drawing of how the new units will look in my kitchen?

We can provide a visual representation of any amendments you wish to make to your kitchen. This is initially a chargeable service of £60.00 Inc. VAT. This is non-refundable but if you proceed with your order, we will credit this amount against the final price.

  1. Are you Paula Rosa Manhattan?

The Kitchen Store Direct is a completely separate company to Paula Rosa Manhattan; we are the retail distributor. Paula Rosa Manhattan is the manufacturer and deal only with your developer to provide your first kitchen. After completion, we are here for any amendments you would like to make.

  1. What does “made to order” mean?

All additional items are manufactured to sizes that suit your kitchen. Because they are created to your individual specification, they are non-returnable and non-refundable. It is particularly important, therefore, to check the sizes thoroughly and involve a skilled kitchen fitter wherever possible. We cannot be held liable for any incorrect sizing.

  1. Are the goods flat packed?

All our units arrive ready assembled complete with Handle & Hinges and are not flat-packed. They are not, however, put in-situ or fitted together, or on to a wall. Any additional components such as cornice, light fascia, plinth, panels, and worktops will be provided loose and will also require cutting and fitting. We do not offer a flat-packed option for units.

  1. What does non-returnable mean?

All furniture is manufactured to your own specification and as such, we cannot accept manufactured items back in exchange for any refund or alternative product. This does not apply to small accessories such as shelves or cutlery trays that may be exchanged or returned. Please speak to a Product Advisor for more information.

  1. I have a 10 year old Paula Rosa kitchen, can I buy replacement parts?

In 2014, Paula Rosa merged with Manhattan Furniture and closed down its manufacturing site in Storrington, West Sussex. Subsequently, all their kitchen ranges prior to December 2014 are now discontinued and no longer available. If your Paula Rosa kitchen was installed prior to this date, please call one of our Product Advisors on 01903 94 80 11 who will help you find the best solution. Often, we will need a photo of the kitchen or the components you are looking for.

  1. I have just moved into a new build property and I have a problem with a unit in my Kitchen, can you help me?

This is a warranty issue that the manufacturer, Paula Rosa Manhattan, will need to address. We are a separate company to them. Please contact their customer care department on 01926 356 626 or email:

  1. Can we replace our existing doors/drawers in our kitchen?

You can upgrade the doors and drawers on your existing kitchen no matter what age the kitchen is, and it is a great way to give your kitchen a whole new look whilst keeping the cost manageable! We will need to have a list of your door and drawer sizes in order to provide costings and an idea of what colour you would like from our Range Selector (range selector link). Please be aware that if the kitchen is older than 2009, you may be limited to certain ranges.

  1. Can we upgrade to soft shut hinges/soft shut drawers?

You can upgrade the cupboard doors to soft shut hinges. The current soft shut dampeners only work on Blum hinges – you may need to replace the existing hinge and hinge plate. However if you are not sure we can advise if you forward a photo of your existing ones. The drawer carcases would need to be replaced with a new drawer carcase which comes with different runners, all these items can be purchased directly from our online shop.

  1. Can you obtain plans of our kitchen?

If your kitchen was installed from 2015 – Present, We can usually obtain plans of your kitchen from our supplier,  To obtain your plans we require the following information:-

  • Developers Name
  • Original Site Name
  • Plot Number
  1. Do you offer credit?

We do not have the facility to offer credit. On orders over £500 we are able to accept a 25% deposit. The balance is then payable 5 working days prior to delivery. Any late payments may result in the delivery being delayed.

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For our Returns Procedure please contact 01903 94 80 11