Frequently Asked Questions

Placing your order

How can I find the right vacuum cleaner for my needs?

We offer a range of different vacuum cleaners, carpet cleaners and steam cleaners to suit your specific needs. You can find a handy guide to choosing the right appliance on our website here.

How do I complete my order if the website cannot find my address?

In some rare cases, our website may not be able to verify an address to ensure an accurate delivery. This could be because your property is new. If your address cannot be found by our system, please use an alternative address — this could be the home of a trusted relative, a neighbour, or even your place of work.

How do I know my order has been successfully placed?

You’ll be sent a confirmation email as soon as your order is completed.

Where else can I buy Hoover™ products?

You can find details of a wide range of major retailers stocking Hoover™ products here.

Where can I get help if there was a website error during the purchasing process?

Please contact our support team on 01685 721222 or email sales.merthyr@hoovercandy.com. Typical questions you may be asked include: which web page the error happened, details of any error messages you saw on screen, which browser and device you were using, and the email address used to create your Hoover™ account, so please keep these details to hand.

Your Hoover™ account

How do I log into my account?

Go to the "My Account" area of the website and sign in with your email address and password.

How can I log into my account if I have forgotten my password?

Go to the "My Account" area of the website and click the "Forgot password" link under the log-in boxes. You’ll be asked some security questions before a reset link is sent to the email address used to create your account

How can I change my password?

Log in to the "My Account" area of the website and click "Change Password".

Delivery

How much does delivery cost?

Delivery is free of charge 7 days a week, for most products. A small charge can apply on some lines. Where a delivery charge applies, the cost of delivery will be displayed on the product detail page, just below the price.

How long will delivery take?

Ultimately you will decide this as you can select a preferred delivery date. However we do need a minimum of 3 working days to deliver your order.

For full details of our delivery, click here.

Do you deliver overseas?

We only deliver to addresses in the UK, including the Channel Isles, Northern Ireland and the Isles of the UK.

Can I change my delivery address?

To change your delivery address, please email sales.merthyr@hoovercandy.com from the email address you provided whilst purchasing your items. We cannot change the delivery address if the request comes a different email to the email address on the order.

Who do I contact if my order has not arrived?

Please contact our dispatch support team on 01685 725572 or email them at sales.merthyr@hoovercandy.com if you have any issues with your delivery.

Your product

Why should I register my appliance with Hoover™?

Registering your small appliance allows us to contact you if there is an important update to your product and improves your after sales service.

How do I register my product?

Your product is automatically registered if you have bought it directly from us. For other products, you can register by phone on 0800 479 0764 between the hours of 8am and 8pm, or online.

What can I do if I received a faulty product, or if it becomes faulty?

Your Hoover™ small appliance is covered by a one-year guarantee. If your product is faulty, please contact our customer support team on 03444 995599. If you have purchased from our website & would like to return your items within 7 days of your delivery date, you’ll need to let us know by completing a short form located in the "My Account" section of the website.

Where can I buy spare parts, including bags or filters?

We have a dedicated website offering genuine spare parts for your Hoover™ appliances, at https://hooverspares.co.uk/index.html.

Does my Hoover™ product come with a guarantee?

All Hoover small domestic appliances come with a one-year parts and labour guarantee as standard. You can register your guarantee here.

Please keep your receipt, since proof of purchase is needed for repairs or replacements to be carried out free of charge under your guarantee.

Does my guarantee cover accidental damage?

Unfortunately we are unable to guarantee the repair or replacement of a product as a result of accidental damage, negligent use, or normal wear and tear. To check what is covered by your guarantee, call the Hoover™ Helpline on 03444 995599.

Can I buy an extended warranty?

To discuss your warranty please call 0344 481 0177 between 8am and 8pm on Monday to Friday, or 10am and 4pm at the weekend.

Returns and refunds

How do I return a product?

If you’ve purchased from our website and you’d like to return your items, you can do completely free of charge within 14 days of your delivery. Simply;

  1. Log on to your account on the Hoover™ website,
  2. Click "view orders & return items",
  3. In the bottom left hand corner of your order summary click "view order details",
  4. Click "Return items" by the product you would like to return,
  5. Complete the short form to notify us of your returns request.

Once we’ve received your request, a member of our Returns Team will contact you to arrange a convenient date for collection.

View full terms and conditions of our returns policy here.

How much does it cost to return unwanted goods?

Returns are free as long as we receive goods unused and in good condition. If parts are missing from a product returned to us, we will contact you to discuss charges that will be deducted from your refund.

When can I expect my refund from a return?

We aim to credit your account within 10 working days of receiving your returned product, as long as it has been returned unused and in good condition.

It’s been 10 working days and I have not received my refund.

Please call our customer support team on 03444 995599 or email returns.admin@hoovercandy.com. It will speed up your inquiry if you can quote your web order number to our team.

How can I claim back my VAT if I made my purchase from the Channel Islands?

You can contact us via the details in your confirmation email to request a refund of your VAT in the Channel Islands.

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