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Amazon Home Services UK Frequently Asked Questions

About Amazon Home Services

1. What is Amazon Home Services? Amazon is now offering you a new, simple way to get all of your home service projects done. From furniture assembly to TV wall mounting, you can buy, schedule and complete service bookings directly on Amazon and we will show you service reviews from verified customers. All of Amazon’s service providers are required to be background checked, insured, and licensed if applicable. You enjoy peace of mind with pre-packaged services, upfront pricing, and our Happiness Guarantee which ensures your job is done right.

2. What types of services are available and where? Our site offers professional services from a variety of service providers including plumbers, electricians, assemblers, handymen, and home cinema specialists. Currently, these services are available in large, metropolitan areas. When buying a service, ensure your Postcode is accurate in order to validate that the service you desire is available in your area. More locations and providers are being added all the time, so be sure to check back frequently for any updates.

3. How do I buy a service through Amazon? You can buy a service in one of two ways: (1) by adding a service option from a related product page, or (2) by going directly to a service page and adding it to your basket. Each service will come with a pre-defined scope of work and upfront pricing. In checkout, you’ll select an appointment arrival window for your service (separate from any product delivery). You’ll then receive an email confirming your appointment along with a reminder as the date approaches.

4. How does Amazon vet service providers? All Amazon’s service providers have been handpicked to participate and are required to carry necessary insurance, licenses, and certifications as applicable by law. Additionally, we require any technicians traveling to your home to pass a criminal background check. Learn more about this check.

5. Will I need to purchase any parts for the service? This depends on the service you purchase. You should read the scope of work details on each service which will instruct you on what you need. A typical service has several variations you can choose from which may also influence the parts you need. If not otherwise listed, you should assume Amazon’s service provider will bring all necessary equipment, tools, and supplies.

6. What happens after I buy a service? You’ll receive order and appointment confirmation emails from Amazon. During checkout, you’ll have the option to allow Amazon´s service provider to call you prior to your appointment to discuss the details. You’ll receive an appointment reminder email within 48 hours of your appointment. From Your Orders within your Amazon account, you can reschedule or cancel a pending service or contact Amazon Customer Service with any questions.

7. What should I expect on the day of the service? You will receive a reminder email 48 hours in advance. Amazon´s service provider will arrive during the arrival window communicated in your email. An adult must be present at the time of service. Once onsite, the provider will go over the scope of work prior to completing the service. Upon service completion, the provider will ask you to sign a Proof of Appointment. You will automatically pay for the service through your Amazon account.

8. How long will the appointment take? The length of the service will vary based on type of service and your project. In your appointment confirmation and reminder emails, an approximate appointment length will be provided. This duration is different from the arrival window you selected which indicates when you should expect the work to begin.

Paying for a service

1. How do I pay for my service? An authorisation hold will be placed on payment method once your order is placed. Amazon will charge the card or debit account you have on file in your Amazon account either when the service is completed or within 5 days after you placed your service order, whichever comes first. You should not be asked by Amazon´s service provider to offer any other form of payment.

2. What if my project is more complex than what is listed or I want to make changes to the scope? In consultation with Amazon´s service provider, you may choose to modify your scope of work (and service price) if your needs require it. You should agree on any changes, and any additional cost, prior to work being completed. In these cases, Amazon’s service provider will ask you to purchase an additional service option on to cover the extra costs before the work goes ahead. The additional order is assigned to the same service provider.

3. What if the service provider wants me to pay them directly? You should not be asked to pay Amazon’s service provider directly. If this occurs, please decline and let Amazon know by contacting Customer Service. If additional parts or time required to deliver the service warrant a change in the scope or price of an order, Amazon’s service provider will ask you to purchase an additional service option on to cover the extra costs before the work goes ahead. If you pay Amazon’s service provider directly, or by any means other than your Amazon account, your service will no longer be covered by our Happiness Guarantee.

4. Can a service provider charge me for travel or other non-service expenses? No, there should be no surprise charges from Amazon’s service provider. Your upfront service price is inclusive of travel, parts, time spent providing the service, and all other expenses incurred such as parking or the congestion charge.

5. Should I only verify job completion if I am satisfied with the service? No. You should always verify job completion as a record of the work that’s been performed. This does not in any way prevent you from filing a Happiness Guarantee Claim with Amazon if you are dissatisfied with your service. For more details, see our Happiness Guarantee page.

Rescheduling or cancelling a service

1. How do I schedule a service appointment? After you add a service to your basket, you'll be able to select an arrival window for your service appointment in checkout. An arrival window lets you know when to expect Amazon’s service provider to start the service. In addition, you’ll be given an indication of how long a duration to expect for your full appointment. A service appointment is distinct from any related product delivery. Therefore, please ensure you select a service appointment that occurs after such a product delivery.

2. How do I reschedule or cancel my service appointment? You can reschedule or cancel a pending service by navigating to Your Orders within your Amazon account at anytime. You’ll receive confirmations of these changes by email. In the event that you want to you want to cancel the service less than 24 hours prior to your appointment, you’ll need to contact Amazon Customer Service. or Amazon’s service provider for assistance. Please review our Cancellation Policy for more details.

3. What if Amazon’s service provider doesn't show up for my appointment? We hope you don't have to deal with this inconvenience, but if you do, contact Amazon Customer Service or Amazon’s service provider for assistance. If the service has been charged prior to cancellation of the service, you will get a refund on your original payment method.

Reviewing your service

1.How do I submit feedback on my service? After your service is completed, you'll receive an email from Amazon with a link to review the service you received. You can also provide feedback on any completed service by going to Your Orders within your Amazon account. You have 90 days from the date of your order to rate and review a service. If you'd like to provide general feedback on services sold by Amazon, you can do so from the Provide Feedback button located in the ‘Tell Us What You Think’ section of any service page.

Getting assistance or filing a Happiness Guarantee claim

1. What if something goes wrong, or if I'm not satisfied with service? All services are covered by the Amazon Happiness Guarantee. If you're not satisfied with the service you received, we'll make it right or give you a full refund. You can file a claim from Your Orders within your Amazon account or by contacting Amazon Customer Service. For more details on the claim process, please visit this page for more information.

2. How do I contact Amazon Customer Service? You can contact Amazon Customer Service by clicking 'Contact us' here. We’d be happy to assist you.