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FAQs

Is my item in stock?
The stock status of an item is indicated on the item page.  We order each week from our suppliers.  If an item is out of stock, you may still order and will be emailed with a due date.  Alternatively you can email us before ordering to ensure it will be in stock when you need it to be.

        

How quickly can you post my order?
We dispatch each weekday (not Bank Holidays) at 2pm approximately.  Orders placed and paid before 2pm will be dispatched the same day subject to stock.  Orders placed after 2pm may still be dispatched - if it is physically possible!  But otherwise, they will leave us the next working day.

What postal method do you use?
For ALL UK postal codes we use MyHermes or Royal Mail.  

These services typically take 3-5 days to arrive in mainland Britain.  A day longer for Highlands, Islands and Northern Ireland.  

I need it urgently.  
Please select Next Day Delivery (next working day delivery) at checkout. 
This service is a Next Working Day delivery.  Items must be in stock to qualify for this service. 
Next Working Day means that items bought on Monday before 2pm will be delivered Tuesday. Items bought on Friday before 2pm will be delivered on Monday.  Items bought after 2pm on Friday will be delivered the following Tuesday. 
As with all Royal Mail services the Highlands, Islands and remote areas of the UK may take longer and the service is not guaranteed.

Do you post outside of the UK?
For our international orders we use Royal Mail.  Our services are Airmail, Airsure and International Signed For.  For the EU we ask you to allow 5-10 working days for delivery. 
For outside of the EU we ask you to allow 10-21 working days for delivery. 
In our experience it is much quicker than this.

Only part of my order has arrived.
We try where possible to ship your complete order.  If there is a delay with part of your order, we will notify you immediately and give you the option to wait for stock, a refund or for part shipment now and the rest when it arrives with us.  

If part of your order is missing and the delivery note indicates it should be in the parcel, please don't worry.  Let us know by email and we will ensure it has our immediate attention.

My order is damaged/faulty.
We take care in packing your order so that it arrives with you in perfect condition.  If there has been a problem in transit, please don't worry.  Drop us an email and we will rectify the problem.  It would be a great help to us if you are able to email a photo of the damage.

If your item is faulty upon delivery, or at any time within the manufacturers warranty period, please let us know.  

How do I return an item to you.
Inside your package we have enclosed a delivery slip.  This gives you full details on how to return an item for refund or replacement.  

I've seen it cheaper elsewhere.
Please email us the link and we will try to match a competitors price.  We don't price match auction sites or private sales.  Prices must be a like for like match.

Can you help me find.....
There are more items of cookware in the world than cooks!  So, if you have seen something or want to obtain something that we haven't included on the website, let us know.  We may just love it too!

Lastly!
You may have ordered on the internet, but we are real people.  So please let us know if there is a problem.  There isn't much we cannot remedy!  We look forward to giving you the best customer service possible.  

The Onestopcookshop® Team.