FAQs

If you are in Auckland and need to reschedule a pending delivery, please call 0800 763 448 during business hours. If you are outside of Auckland, please contact the store that you purchased from.

You must inspect the goods immediately upon delivery, record any damage on the carrier’s documentation and notify us of the alleged issue in writing within 24 hours. If you don’t do this, and you subsequently identify any damage or defects, they will be taken to have occurred while the appliance has been in your possession and neither Kitchen Things nor Applico (the distributor) will be liable.

If you have purchased a new appliance from Kitchen Things and have paid for delivery and install, we will deliver the new appliance and take away your old appliance for you. The old appliance must be relatively easy to remove: we will not uninstall a Rangehood from your ceiling, for example. We need to be advised in advance of any accessibility issues (narrow corridors, stairs etc.) and whether more than one person will be required.

Before you arrange to have your appliance installed, consider the following:
Access issues: is there anything that will make it hard for the appliance to be delivered and installed? For example locked gates, dogs, stairs, tight passages, lack of room to manoeuvre etc. Removability of the old appliance: is the existing appliance that you are replacing able to be removed easily without requiring any adjustment to the surrounding cabinetry? Does extra care need to be taken with new flooring?
Cabinetry: will the new appliance fit in the space that the old appliance occupied? If not, you will need to arrange for this to be rectified prior to the installation.
Water & Waste: if required, has the necessary plumbing work been done?
Power: Has the necessary electrical wiring work been done? Does your current power supply meet the requirements of the new appliance?

Yes, you can. You will need to arrange this with your Kitchen Things Sales Consultant first to ensure that your appliance is on site at time of pick up (it may need to be delivered from our warehouse to the store). Please be aware that if you pick up the appliance from the store, from the time that you sign for it you will be 100% responsible for the appliance: Kitchen Things (and Applico, the distributor) will not be liable for any damage caused to the appliance in transit (or otherwise). Due to the potential risk of damaging the appliance if you are transporting it yourself, in general we recommend against it. Note that if you have purchased online, the default option is delivery, not pickup. If you want to order online and collect, use the chat box on the Kitchen Things website and someone will assist you.

As soon as we have the appliance in stock, we will contact you to arrange delivery.

We recommend referring to your user manual for troubleshooting advice specific to your model, however the following are some things to try if your gas cooktop won’t light:
Check that there is power to the appliance.
Check whether there is gas getting to the appliance. Check whether the gas tap for the appliance is shut off or (if applicable) the bottled gas cylinder is empty. Check whether the switch or rotary knob is jammed. Check whether foreign objects, food remains or dirt are obstructing the area under the switch or rotary knob and remove them.
The main switch might not be switched on: if your appliance has a main switch, it must be switched on in order to operate the appliance.
Gas might be reaching the appliance but not the burner itself: check the burner parts or gas outlets (nozzles) for blockages and clean if necessary.
Burner ring is dirty: over time the burner ring can become dirty with the holes being clogged by fatty deposits, food debris and the overflow of liquids. It is therefore necessary to remove the burner ring, clean the holes, dry and then reinsert. Refer to your user manual for cleaning instructions specific to your model.
Check that all of the burner parts are in the correct positions. A common issue is that when the cooktop is cleaned the burner parts are not put back 100% correctly: often it will look ‘right’ to the naked eye, but the burner caps can be sitting slightly askew or have been put back on the incorrect burner.
It could be the ignitor. First, check that they are clean (if dirty, clean with a toothbrush and methylated spirits). A relatively easy way to test the ignitor is to turn out the lights and then try it: if the ignitor spark is yellow-orange rather than blue-white, then it possibly needs to be replaced. If it doesn’t spark at all, then there is definitely an issue and we would suggest contacting an authorised service technician to do an assessment.
If none of the above helps, you may wish to contact an authorised Service Agent to have your appliance assessed.

Some possible causes:
The burner parts are not located correctly. Ensure the cooktop has been assembled correctly and the burner cap is sitting flat.
The burner parts are blocked with water. Refer to the service person/installer.
The gas (if bottled is used) is emptying. Refill the gas bottle.
The gas pressure is not at the correct level. Refer to the service person/installer.

It’s possible that there is too little air for combustion. Check whether the opening on the back of the appliance frame is free of obstruction. This opening is also used to take in additional combustion air (it is not present on all appliances). If you’re on bottled gas, check whether the gas is running low.

There are many possible reasons. The first thing to check is whether there is no power supply to the socket: check whether the socket works by plugging a small appliance in to it such as a hair dryer. If the socket does not work, please consult an electrician. Another thing to check is whether the circuit breaker has been tripped or is defective. Check for a power failure in general: are lamps or other items in the kitchen are working? After checking the above, check whether the switch or rotary knob on the hob is jammed. Check whether foreign objects or dirt are obstructing the area under the switch or rotary knob and remove them. Check other switches or rotary knobs as well to see if they work. Are the spark plugs dirty? Check them for dirt or moisture.

In any circumstances where Fire, Ambulance or Police services are required please dial 111. With gas appliances, you may occasionally smell small amounts of gas as part of normal operation. For example, for a gas hob if the starter switch has been held down for a few seconds too long when igniting the hob, a small amount of gas will escape which should not be of concern.
However, if there is any doubt it is better to be safe than sorry: if you smell gas or have reason to believe that you have a gas leak, get outside immediately. Once outside, contact your gas retailer or your gas fitter. If it is bottled gas, contact the company that supplies you. If it is safe to do so, open your windows and doors to help with ventilation. Turn off all gas appliances and isolate the gas supply to them. Turn the gas off at the mains (or the valve on a LPG cylinder/bottle). Refrain from using anything electrical: don’t turn on lights (if they are on, leave them on), avoid flicking switches or turning on appliances. Extinguish any naked flames.
Call in an expert as soon as possible to check the gas installation. Please do not use the appliance until installation has been checked and reapproved for use. Important note – A substance which produces a sulphurous odour is added to gas.

We recommend cleaning your dishwasher filter at least once a week. This will prolong the life of your dishwasher, assist with overall performance and also help to avoid nasty smells. Please refer to your user manual for cleaning instructions specific to your model.

We recommend cleaning your dishwasher filter at least once a week. This will prolong the life of your dishwasher, assist with overall performance and also help to avoid nasty smells. Please refer to your user manual for cleaning instructions specific to your model.

We recommend referring to your user manual for troubleshooting advice specific to your model, however the following are some things to check for if your dishwasher won’t start:
There is no power supply to the electrical socket – check whether the socket works by plugging in a different appliance, e.g. a hair dryer. If the socket does not work, please consult an electrician.
The circuit breaker has been tripped or is defective – switch the circuit breaker back on. Please replace defective circuit breakers.
Power failure – check whether lamps or other items are working in your location.
The door is open – close the door and switch on the appliance.
If problems persist, you may wish to contact an authorised Service Agent to have your appliance assessed.

We recommend referring to your user manual for troubleshooting advice specific to your model, however the following are some things to try if your dishwasher is leaking:
Check the water inlet valve. The inlet valve controls the amount of water entering the dishwasher; if it’s stuck open, the dishwasher will overflow and leak. Check the valve.
Broken spray arm: check the spray arm for any cracks. Essentially a crack can cause water to be sprayed in directions that it is not supposed to which can result in leakage.
Faulty door seal (also known as a gasket). Check for any looseness, cracks or tears where water could get out. Check that a tight seal is being created by closing the door on a small piece of paper (approximately the size of a post it note): if the paper drops then there is not a tight seal.
Door hinges: faulty door hinges could also be preventing a tight door seal from forming. It might be hard for you to diagnose this yourself, but it’s worth looking to see whether the hinges are visibly bent or misshapen.
Poor tap connection: check the connections to see whether there is any water escaping.
The above are some things that you can check for yourself, however there may be other reasons for leaking such as a pump failure or faulty pressure switch. If problems persist, you may wish to contact an authorised Service Agent to have your appliance assessed.

We recommend referring to your user manual for troubleshooting advice specific to your model, however the following are some things to try if your dishwasher buttons are not working:
First check that there is actually power to the dishwasher and that it is operating in general. Are indicator lights and/or the display operating?
If the dishwasher appears to be operational but the buttons are not responding, this could either be an issue with the buttons themselves or the control board (the internal PCB). We recommend contacting an authorised Service Agent to have the fault assessed.

We recommend referring to your user manual for troubleshooting advice specific to your model, however the following are some things to try if your dishwasher is not draining:
The drain hose might be bent or kinked. Straighten the hose to allow water to flow.
The drain hose might be blocked. To unblock the drain hose, first remove it from both the dishwasher and the sink drain, then clean it out.
The filter might be blocked. Ensure your filters are clean by removing them and cleaning them with a brush. Ideally you should clean your filters at least once a week, especially if you tend to place heavily soiled dishware in the dishwasher. If none of the above helps, you may wish to contact an authorised Service Agent. The ‘check valve’ which stops water from returning to the dishwasher once drained might be stuck closed, thus preventing water from draining out. Try cleaning it out. The check ball within the check valve might also get stuck and need to be freed. If none of the above helps, you may wish to contact an authorised Service Agent.

We recommend referring to your user manual for troubleshooting advice specific to your model, however the following are some things to try if your dishwasher is not cleaning your dishes properly:
Check that you have not over-stacked the dishwasher. If dishes or utensils are packed too tightly, water cannot get to them and they will not be cleaned. Make sure that nothing is stopping the spray arm from turning. If it can’t spin, it can’t wash. If dishes or utensils are sticking up too high they may be impeding the spray arm.
Check that the holes in the spray arms are clear. They can become clogged over time which stops the flow of water. These can be cleared by removing the arms and running water through the inlet. Make sure you use sufficient washing powder or detergent (refer to your user manual for the best options for your specific model).
Ensure that you are using the appropriate programme setting. For example, a quick wash may not clean a heavily soiled load.
Ensure your filters are clean by removing them and cleaning them with a brush. Ideally you should clean your filters at least once a week, especially if you tend to place heavily soiled dishware in the dishwasher.
Check whether the dishwasher is filling with water. If it’s not, check that the inlet hose is not clogged, twisted or kinked and check that the water tap is actually switched on. If none of the above helps, you may wish to contact an authorised Service Agent.

We recommend referring to your user manual for troubleshooting advice specific to your model, however the following are some useful things to check if your dishwasher is overflowing:
Check the water inlet valve. The inlet valve controls the amount of water entering the dishwasher; if it’s stuck open, the dishwasher will overflow and leak. Check the valve.
Check the float switch. The float switch literally prevents the dishwasher from overflowing so if it is not doing its job, overflow will result.
If problems persist, you may wish to contact an authorised Service Agent to have your appliance assessed.

If you have an ASKO, Smeg or InAlto dishwasher please refer to our error code page here. Otherwise you may want to consult your user manual. 

Some possible causes:
The power switch is not turned on at the wall. Unplug the machine from the wall. Wait 60 seconds, plug back in and turn the power back on again.
The household power supply is at fault. Try plugging another electrical appliance (e.g. a hair dryer) into the wall socket to see if it works.

Some possible causes:
Food has been placed directly in front of air outlets (Active Smart models only). Move chill sensitve foods away from the centre of the shelf.
Food has been placed directly in contact with the evaporator plate (Cyclic and Compact models only). Move chill sensitve foods away from the rear of the cabinet.

It is most likely that the light bulb has blown and needs to be changed. Refer to your user manual to confirm the type of bulb required.

Appliance door(s) opened frequently and/or for extended periods – Do not open the door(s) more or for longer than necessary. Warm air outside the appliance is deposited on the cold surfaces as moisture and freezes. Make sure that the freezer compartment door closes properly. For this to be the case, the seal must fit well on all sides. Defrost the freezer compartment (refer to instruction manual).

Some possible causes:
When new, the appliance has spent time switched off with the door closed. This can lead to a musty odour.
Thoroughly clean and air the appliance. After initial use it should be almost impossible to detect the odour in the cold appliance. Please also follow the instructions in the instruction manual. If the appliance is not used for an extended period, switch it off, defrost the freezer compartment (if applicable) and clean the appliance thoroughly. All of the doors should then be left open. Goods are stored in the appliance unprotected (without any packaging) – It is particularly important to store citrus fruit juices correctly. Citrus fruits which are treated with chemicals can cause a ‘chemical’ odour inside the appliance. This ‘chemical’ odour may accumulate in the plastic and, at worst, may change the taste of other unpackaged food. The appliance should be thoroughly cleaned.
Goods in the appliance spoil – The smell from gone off food may become ingrained in the plastic of the internal compartment. These odours will then be given off in the refrigeration compartment over an extended period. In the worst case, this can alter the taste of other uncovered food. The appliance should be thoroughly cleaned.

To keep food frozen for as long as possible its best just to keep the door closed and try not to open it. This stops warm air entering the freezer prolonging the time it take for your food to defrost. Food will remain frozen for approx. 12 hours (the conservation time in their operation manual will give the specific time for each model). This is a lot longer than a cool bag will maintain it for.

We recommend referring to your user manual for troubleshooting advice specific to your model, however the following are some things to try if your refrigeratoris leaking water: Water could be leaking form the dispenser nozzle. Ensure that the small O ring seal is in position. This seal should be placed inside the water dispenser nozzle, so that when the nozzle and the tank are screwed/fitted together it should make a good seal. The water container should be cleaned regularly with clean, warm water. This could be because the condensation water drainage channel is blocked. You can find this on the rear side of the cooling interior. Dry the bottom of the refrigerator and clean the drainage channel and the outlet hole with a cotton bud or similar item. You can avoid this problem by cleaning the drainage channel regularly. Automatic defrost is activated; this is normal if your refrigerator is equipped with automatic defrost. The moisture hits the back wall of the refrigeration compartment and freezes; it is then melted again by the defrost process. The ice melts and runs through a drain hole in the back wall of the appliance into the trough positioned below on the rear of the appliance. Owing to the heat generated, the water in the refrigeration compartment evaporates into the kitchen. Ice formation can be reduced by not introducing any food which is still warm. It is important that the drain hole is not blocked. It should be cleaned with a pipe cleaner or a thin cotton bud.
The water filter head might be cracked, or the seal may be torn or missing. Inspect the water filter housing for cracks.
Check whether the water inlet valve is cracked or loose fitting, water will leak fro the valve if either of this options are the case. Inspect the water inlet valve for cracks, and make sure that it is tightly secured to the water supply line.
The water filter might not be fitted properly on the filter housing. If the water filter is not fitted properly, water may leak from the filter. Remove and reinstall the filter to ensure that it is fitted properly.
If none of the above helps, you may wish to contact an authorised Service Agent.

To ensure your food stays fresh the temperature of the Refrigerator should be at 5 degrees centigrade (in accordance with food hygiene regulations).Keeping your door closed – adding and removing food from the freezer quickly will help maintain the correct temperature. The higher the setting on the thermostat the colder the fridge will become.

Some possible causes:
Air flow inside the appliance – On multiple-compartment or no-frost appliances, a slight rustling sound is created by the air flow inside the appliance. This is a normal operating noise.
Bottles or containers are touching – Move the bottles or containers slightly apart.

Solenoid valve switchover – A clicking is always to be heard when the solenoid valve activates the different refrigeration circuits. This is a normal operating noise.
Thermostat switches on or off – A clicking is always to be heard when the thermostat switches the motor on or off. This is a normal operating noise.
Loose parts inside the appliance – Drawers, trays or shelves are loose or stick. Check which parts are removable and, if necessary, fit replacements.

When choosing a rangehood, consider the energy consumption and noise of the motor. An extraction rate of 500m3/h will capably remove steam and odours for most cooking without wasting energy on a larger, noisier motor.

The filters must be cleaned every two months of operation, or more frequently for particularly heavy usage, they can be washed in a dishwasher. To wash the filters, please follow these steps: Remove the filters one at a time by pushing them towards the back of the hood and – pulling them down at the same time. Wash the filters, taking care not to bend them. When refitting the filters, make sure that the handle is visible on the outside. Allow them to dry before refitting

For efficient extraction, the hood filters must be replaced every three months, although the frequency depends on the type of cooking and how often you cook. In hoods with electronic controls, a luminous signal alerts you when it is necessary to change the filters. The filter cleaning is essential for the optimal operation of the hood.

An island hood is installed in the middle of the room or wherever the cooking area is placed. The wall hood, as for its definition, is located on the kitchen wall.

When choosing a rangehood, consider the energy consumption and noise of the motor. An extraction rate of 500m3/h will capably remove steam and odours for most cooking without wasting energy on a larger, noisier motor.

We recommend referring to your user manual for troubleshooting advice specific to your model, however the following are some things to try if your rangehood isnt venting outside properly: Make sure to check the air filters. If the filters are dirty than they need to be thoroughly cleaned and you may need to replace them in some cases.
Make sure to check and clean out the grease filters. If dirty they can prohibit the rangehood from venting correctly.
There are several potential technical issues with individual parts that could be the cause: the Charcoal filter, the fan blade, blower wheel, fan motor, fan motor can all potentially be faulty. If problems persist, you may wish to contact an authorised Service Agent to have your appliance assessed.

The noise that can be heard is because it is pulling a large volume of air through the baffle filters. The air is being forced to change directions and disperse the oil, grease and moisture into the filter. Naturally our units are some of the highest extraction units on the market and when run on Boost specifically, they will produce air movement noise from the baffles. When motor noise is an issue it is usually due to the installation and ducting not being pulled tight enough and keeping the 200mm diameter, even when going around corners it is required that the ducting is pulled tight to minimise the pressure loss. If it is a humming noise that can be heard, this is simply the capacitor in the motor charging up.