Frequently Asked Questions
We have listed below some of the questions that we are frequently asked. If you have a question and it is not listed here please feel free to contact us on 0845 127 2527 where somebody will be able to help you.
When do I receive my vouchers?
Vouchers are sent out with your invoice 3-5 days after delivery.
How do I redeem my vouchers?
You buy your stock from your wholesaler as normal, and send off copy of the invoice and the vouchers to the handling house. Full details of how to redeem them and the address to send them to can be found on the back of the vouchers.
Do the vouchers have an expiry date?
Yes, you have 6 months to redeem your vouchers from the date printed on the front of them.
What products can the vouchers be used for?
The vouchers can be used for all Unilever Ice Cream products which include Wall’s, Carte D’Or or Ben & Jerry’s.
Do the freezers/refrigerators need any ventilation?
Yes. We recommend that you leave at least 5cm free space around all sides of any unit to allow for good airflow. Failure to do this could result in poor performance or even it breaking down.
Do I have to pay extra for delivery?
The delivery to an unrestricted UK mainland postcode is included in the price, standard delivery is between 8am – 6pm, Monday – Friday. If you require a delivery outside these times please contact the Customer Service Team who will be able to give you the charge, if applicable, to accommodate your request.
What happens if I want to cancel the delivery?
If you wish to cancel your delivery please contact call the Customer Service Team on 0845 127 2527 as soon as possible. Cancellations up to 48 hours prior to delivery will incur no charge; cancellations 48 hours prior to delivery will incur an abortive delivery charge.
What happens when the unit is delivered?
The unit will be unwrapped and taken to the place of installation by the delivery drivers. The unit then needs to stand for 4 hours before plugging it in and 24 hours before putting any stock in
What happens if the unit arrives damaged?
When the unit is unwrapped, you will be asked to sign for the unit, only sign for the unit if you are fully satisfied as once signed for this acts as confirmation by you that you are happy with the unit.
What happens if the delivery is unsuccessful?
If the unit will not fit through the door, or there is no one on site to accept delivery there or your site has restrictions eg. stairs, no parking outside etc there will be an abortive delivery charge added to your account to cover the failed delivery charge. Please therefore ensure that the unit will fit through your door and to the place where it will be installed before placing your order, and you pick a delivery date convenient for you.
What warranty do I get with the ice cream freezer?
It comes with 12-month full parts and labour warranty included.
Do you offer extended warranties?
Yes, you can purchase a further 2 years extended warranty at the time of purchase on a wide selection of units - but not all as some come with extended warranties as part of their standard warranty offering.
How do I find the extended warranty costs?
They are in our brochure, shown on each product page on the website and available from the Customer Service team on 0845 127 2527.
What do I do if I have a problem with the freezer?
If you have a warranty issue with your freezer during the warranty period, please call our Customer Service Team on 0845 127 2527 who will be happy to help.
If I log a callout with the unit, when can I expect an engineer?
We aim to get to all our service calls on a next day basis.
What if it is not in warranty?
We do not offer a service for units out of warranty, we can however provide details for local engineers that we use in your area – you are however under no obligation to use them.
Will you collect my old freezer?
We will collect your old Wall’s or Ben & Jerry’s owned units free of charge , if you require any other freezers collecting this can be done at an extra charge . Please contact Customer Services to arrange this, this cannot be done on-line.
How do I dispose of my freezer at the end of its life?
The options open to you are shown on our ‘Disposals’ page on this website.