FAQ

What happens if the install isn’t 100 perfect > I notice a handle loose in a weeks time.

No worries, often when a kitchen is installed, it’s expected that there will be minor requirements within a week or two. Flatpack always contacts our customers 1-2 weeks after any installation to ask if we need to re-visit to tweak, adjust and ensure you’re 100% happy.

How long have you been doing this?

Many of our installers have had more than 10 years of experience. Flatpack has grown throughout the world starting in New Zealand, Australia, England, Scotland Wales & now the Netherlands. You’re in safe hands.

Is my installer qualified?

Flatpack Kitchen Services only chooses the very best installers within the industry. Initially, the installer must have substantial experience within the industry. They are also put through stringent practical test, side-by-side assessments, trained in 4 areas, including health & safety and various other topics. Lastly, our installers are regularly re-trained and spot checked to ensure they meet the Flatpack quality-standards.

What’s Flatpack all about?

We are the global solution to an industry of independent contractors that are all overworked, underpaid and unsupported. We collaborate resources to make our franchisees lives easily, to create robust, solid structures and systems deeming us the most reliable assembly provider you’ll work with.

Our retail partners, such as IKEA and other global powerhouses can rely on us to complete the required tasks efficiently and to delight their customers.

It’s a simple win/win concept.

Who do I contact if things go wrong?

If the installation doesn’t meet your expectation, then we have a dedicated support team, based here in the Netherlands to help solve any challenges or misunderstandings. Our goal will be to make you a very happy customer.

Simply call 0800 FLATPACK.

How long does the complete installation take.

Generally, the installation process can take from 2-4 days however, you have additional works or if you’ve ordered a custom, stone bench-top, your installation could take longer.  It’s best to discuss the timeframe with your installer at the time of measurement.

Usually there is only one installer on-site however, on occasions, we have our field managers visit to quality check the performance of our franchisees, ensuring you’re getting the very best service and workmanship to our standards. If you have a large kitchen, we’ll sometime have 2 installers complete the installation due to the weight of the bench-top being difficult to manage as a single installer.

What comes first, the new kitchen or the new floor

We would recommend installing your floor after the kitchen. I think for the installers to eliminate to possibility damage when additional works are required.

Do you install appliances from other brands?

Yes, we can install your appliances, regardless of where you have purchased them from, provided they are in a safe, reliable condition. Please be sure to notify us of any appliances during the measurement to ensure we have all the correct information, prior to the install.

Can we plaster the walls after the installation

Plastering can be a messy & dusty process so we highly recommend plastering prior to the installation of your brand new kitchen.

What comes first, tiles or the kitchen

Generally, we’d install the kitchen cabinets, prior to the tiles for several reasons. The first is that tiles can crack and if you get a tile that’s half under the kitchen cabinet, yet it’s cracked, this becomes very difficult to replace. The other reason is because floors tend to be replaced faster than kitchens, meaning that accessing your tiles independently without removing the kitchen cabinets makes this an easier process. ( The most important cosmetic reason is that when you place the tiles after the installation you can start with placing a complete tile, directly from the worktop.

Can the installer leave the plastic cover on the panels to protect the kitchen?

Generally, we prefer not to because if we don’t remove the plastic, we can’t tell if your panels have been scratched or damaged in transit. If damage has occurred then we’d want to order you a replaced panel immediately to satisfy the suppliers guarantee. If however, you want to keep the plastic on, you’ll be required to agree that this is upon your own risk. Sometimes you’ll want to leave the plastic on for a period of time while construction continues within the house.

Can we do ... (additional work) ?

Yes, our installers are skilled in all, or most areas, depending on the individual. If your installer cannot complete a task, we’ll easily re-assign another expert to assist in the additional work required. It’s best to use our installers and/or our recommended partners to ensure quality standards are met.

Where do you need the water/gas/electricity?

We will give you a report where everything should be placed at the time of measurement.

Can we assemble the cabinets to save money (no) ?

No, it’s an important part of the process for us to check the cabinets and to ensure they been assembled correctly. Kitchen fitting is a practice requiring very fine tolerances, meaning that there are critical stages to an installation that can affect the durability and longevity of your kitchen long-term.

How long before the installation can we change the date/cancel?

You may request a change of installation day 14 days prior to the arranged installation time. If you cancel or request a change the date in a shorted period of notice, you may incur the relative installation costs.

Do I have to be home?

The access to your home and whether you have any pets will determine whether you need to be home during the installation process. If you can’t be present during your install, just let your local franchisee know and they will work around you to accommodate!

Do you Guarantee your work?

Yes! All of the work we do is guaranteed! In the rare occasion in which we’ve made a mistake will ensure we fix it asap, free of charge!

What are your terms & conditions?

Click here to view our Terms & Conditions! Or call 0800 002 9043.