PerfectHome
Low weekly prices Delivery included 2 year warranty*

Help and FAQs

Please click here to contact us.

Covid-19

I arranged a payment break earlier this year, will I need to pay extra interest on the deferred payments?

We understand the impact of COVID-19 for our customers and are happy to confirm that all payment breaks taken this year are interest free. If you are experiencing difficulties making a payment, please contact us on 0800 368 5384

 

Can I request a payment break?

If COVID-19 means your income has been affected and you can no longer keep up your repayments, you are entitled to ask for a payment deferral under guidance released by the FCA earlier this year.

Payment breaks are and always have been one of the forbearance tools our Customer Account Managers can discuss with you if you are struggling to make your monthly repayments and need to find an alternative payment arrangement until you get back on track.

We are here to help so please call us on 0800 368 5384 and select option 2 to speak to a Customer Account Manager. It would be helpful if you can have details of your income, bills, other expenditure, and any other debts you may have to hand when you call.

For details of other organisations that may be able to provide advice please visit our Money Worries page.

I need help with my overall finances, but I don’t know where to go.

Free and impartial debt advice is available from not-for-profit debt advice bodies. You can locate these by visiting: https://www.moneyadviceservice.org.uk/en/tools/debt-advice-locator

For help with an action plan based on your own situation you may wish to look at the Money Advice Services Money Navigator Tool:  https://www.moneyadviceservice.org.uk/en/tools/money-navigator-tool

The FCA have a web page which provides consumer advice on dealing with financial difficulties during the pandemic: https://www.fca.org.uk/consumers/dealing-financial-difficulties-coronavirus

If you are self-employed or require specialist advice, the Money Advice Service also has business debt advisors available to help. You can find more information here: https://www.moneyadviceservice.org.uk/en/tools/money-navigator-tool

You can find independent advice about how to prioritise your debts by visiting: https://www.moneyadviceservice.org.uk/en/articles/how-to-prioritise-your-debts

You can also find links to helpful websites on our money worries page: https://www.perfecthome.co.uk/money-worries

I have already had a payment break this year, but my circumstances haven’t improved, can you still help?

If COVID-19 means your income has been affected and you can no longer keep up your repayments, you are entitled to ask for a payment deferral under guidance released by the FCA earlier this year, even if you have already had one.

Payment breaks are and always have been one of the forbearance tools our Customer Account Managers can discuss with you if you are struggling to make your monthly repayments and need to find an alternative payment arrangement until you get back on track.

We are here to help, so please call us on 0800 368 5384 and select option 2 to speak to a Customer Account Manager. It would be helpful if you can have details of your income, bills, other expenditure, and any other debts you may have to hand when you call.

For details of other organisations that may be able to provide advice please visit our Money Worries page.

My income has been affected or I’ve lost my income by the Covid-19 outbreak, what shall I do?

Call us and most importantly don’t panic. We can work with you to find an alternative payment arrangement or the required help you may need to support you through this period of instability.

Call us on 0800 368 5384 and select option 2 to speak to a Customer Account Manager, we may ask a few questions, but that’s only so we can assess the situation and give you the best outcome possible.

For details of other organisations that may be able to provide advice please visit our Money Worries page.

My item has broken, can you still repair this?

It depends on the item, we use respected leading industry experts to complete our repairs. Unfortunately, the timescales are out of our hands.

Appliance service repair partners are prioritising repair for essential items only.  This includes washing machines, fridge freezers, and cookers but not dishwashers.

Please note, if you’re self-isolating, then unfortunately you’ll need to wait until you are out of the period of self-isolation.

I need an essential household item, can I still order?

All items on Perfecthome.co.uk may still be ordered.

I usually make my payment with a PayPoint Card but I’m currently in isolation, how else can I pay?

You have various options in order to keep your account up to date within the safety of your home,

·        Continuous Payment Authority - You must use a debit card. We cannot accept payments from credit cards. The debit card must be registered to the delivery address. The debit card must be within its expiry date.

You can also pay by:

·        Calling our automated payment line on 0800 368 5384 and selecting option 3.

·        Clicking https://perfect-home.keyivr.com/ and using our Quick Pay service.

·        Online at your My Account.

We are also still fully operational if you would like to speak to one of our friendly agents regarding your account please call us on 0800 368 5384.

I’m waiting for an item to be collected from my property, will this still go ahead?

At present all scheduled collections will go ahead, we’ll always adhere to social distancing whilst completing a collection and would ask you to do the same. We will not rearrange any collection slots that are missed until further notice.

Delivery of Sofas, Dining and Bedroom Furniture, Mattresses & Garden Furniture

Delivery will be to your room of choice, and Sofas will be unpacked, but we cannot unpack or assemble any of the bedroom or dinning furniture. The delivery teams will be signing paperwork themselves at this time to limit contact. If anyone in your household is self-isolating because of potential exposure, to protect you and our colleagues we’ll only deliver to your front door. If this is the case, please let us know as soon as possible.

Delivery of Televisions above 43" & Large Audio

Delivery will be to your room of choice and unpacked. The delivery teams will be signing paperwork themselves at this time to limit contact. If anyone in your household is self-isolating because of potential exposure, to protect you and our colleagues we’ll only deliver to your front door. If this is the case, please let us know as soon as possible.

Delivery of Gaming, Computing, Phones, Tablets, 32" Televisions, Floorcare & Microwaves

Contact Free Delivery. DPD will take a picture of your property and capture a proof of delivery name instead of capturing your signature.

Delivery of Appliances

Delivery will be to your room of choice, but we will not unpack or install the item/s. This is because all installation services have been suspended. The delivery teams will be signing paperwork themselves at this time to limit contact. If anyone in your household is self-isolating because of potential exposure, to protect you and our colleagues we’ll only deliver to your front door. If this is the case, please let us know as soon as possible.

Servicing of Sofas, Dining and Bedroom Furniture, Mattresses & Garden Furniture

All repairs, especially those which require replacement parts, may take longer than usual. We’re doing our best to work through all requests as quickly possible.

For any repairs done in your home, our service providers operating as normal within government guidance. Please note, if you’re self-isolating, then you’ll need to wait until you are out of the period of self-isolation before we can book repairs in your home.

Servicing of Televisions & Technology

We are still offering repairs on these items and we are taking extra precautions to keep you and our repair engineers safe. Due to these new guideline’s repairs may take slightly longer than usual. For all collections, DPD have introduced a new ‘Swap It’ process which eliminates contact and ensures social distancing. With the new process, our drivers will only touch the ‘Swap It’ packaging and you will only need to touch the items they are swapping and receiving.

Please wait… We’re just checking your eligibility.
Please do not quit the session.
Loading...