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Frequently Asked Questions

 

ISSUES WITH THE ONLINE STORE

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TERMINOLOGY

You mention that your parts & addition service 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.

What does “made to order” mean?  All additional furniture items that are manufactured to order, or to your specification or to sizes that suit your kitchen. As made to order items 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.

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.

 

HOME VISITS

Can someone come out to my home and give me a quotation?  We currently do not offer a UK-wide service where we come out to you for Parts & Additions. However, our expert Parts Designers are well versed in helping people remotely.  They are on hand to give you all the help you need over the phone, by video and email. 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.

 

PAULA ROSA MANHATTAN AND THEIR PRODUCTS

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 address directly with you. Please contact their customer care department on 01926 356 626 or customer.care@prmf.co.uk.

I have a 10 year old ‘Paula Rosa’ kitchen, can I buy replacement parts?  In 2014, Paula Rosa kitchens merged with Manhattan Furniture and closed its manufacturing site in Storrington, West Sussex. Subsequently, all their kitchen ranges prior to December 2014 were discontinued and no longer available. If your Paula Rosa kitchen was installed prior to this date, please call one of our Parts Designers 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.

Can you obtain plans of our kitchen?  If your kitchen was installed from 2015 to 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

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

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.

Are 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.

Do you have a link with Paula Rosa Manhattan? We are a distributor for Paula Rosa Manhattan products. Paula Rosa Manhattan is a contract manufacturer to UK housebuilders and does not supply the general public. We step-in post-completion for any kitchen amendments made by new homeowners. We are an independent limited company and not owned by Paula Rosa Manhattan or their parent company.

 

CAD DRAWINGS AND VISUALS

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.

 

PAYMENT

What are your payment terms?  Payment in full is taken with order.  We can accept a 25% deposit on orders over £500, with the balance being due 5 working days prior to delivery. Any late payments may result in the delivery being delayed.  We do not offer credit.

 

DELIVERY & RETURNS

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. Please see our Delivery and Returns section for more information.

Can I pay extra to get my delivery quicker?  Sorry, we’re generally unable to fast-track any order, most furniture is made to order.

What is your returns policy?  Please see our Delivery and Returns section for more information.

 

INSTALLATION

Can you quote to fit?  As mentioned, we do not provide a fitting service for Parts and Additions. Our quotations exclude installation.