Customer Support

Whether you're making an order, wishing to return a product, or raising a new issue, here at the Emporium Cookshop we are dedicated to being as responsive and helpful as possible. 

It is with this in mind that we have answered the list of typical questions. Of course, if your concern is not covered by the list below or if you require clarification then please feel free to contact us.

Frequently Asked Questions

YOUR ACCOUNT

ORDERING

PAYMENT

DELIVERY

RETURNS

SHOULD I CREATE AN ACCOUNT?

You are not require create an account when making an order. If you would like to track your order/s or think you will be ordering more than once then we would reccomend that you create an account which can be done easily during the checkout.

I'VE FORGOTTEN MY PASSWORD, WHAT DO I DO NOW?

On the 'My Account' login page please press the 'Forgotten Password' button. You will be taken to the Forgotten Password page and asked to enter your account E-mail address. We will then E-mail a new password to you. 

HOW DO I PLACE AN ORDER?

After adding one or more products to your shopping cart, click on the shopping trolley icon at the top-right of your screen and either view your shopping cart or checkout straight away. Once in the checkout area you will be asked for your contact and billing information, at the end of which you can confirm or cancel your order. Once an order is placed you will receice an order confirmation E-mail from us. 

CAN I TRACK THE STATUS OF MY ORDER?

Yes, if you have a Emporium Cookshop account. If you haven't opened an account we will still send you a standard E-mail when your order is dispatched and you can contact us at any point for more information.

CAN I CHANGE OR CANCEL AN ORDER ONCE I HAVE PLACED IT?

We aim to dispatch all orders within 24 hours of receiving them, so if you contact us quickly we can change or cancel an order. If your order has been dispatched you cannot change and cancel it, however you can return any unused item back to us. 

IF PART OF MY ORDER IS OUT OF STOCK, HOW LONG WILL I HAVE TO WAIT AND WILL ALL MY ORDER BE SENT TOGETHER?

It would be unusual if you had to wait more than an extra 2 days for an out of stock item. If part of your order is out of stock will send you an E-mail asking you to choose between sending your order all together or sending your order in two parts with the the out of stock item being sent later for no extra charge. 

CAN I ORDER IF I LIVE OUTSIDE THE UK OR EU?

Yes - please see our delivery & returns page for more information on international shipping options and costs or quickly 'estimate shipping' when in your shopping cart. 

WHERE CAN I BUY GIFT VOUCHERS AND HOW ARE THEY REDEEMED?

You can buy an E-mailed gift voucher from our gift voucher page found here. To redeem a gift voucher (or discount card) enter your shopping cart and in the "What would you like to do next?" box choose the 'Use Gift Voucher' option. Then enter your voucher code in the box that appears and the value of the voucher will automatically be deducted from your order. 

HOW CAN I PAY FOR MY ORDER?

We accept most credit and debit cards as well as PayPal and Amazon Payments. We also accept credit card and PayPal payments from abroad. 

HOW CAN I BE SURE THAT THE PAYMENT PROCESS IS SECURE?

All payment made via our site are processed by PayPal or Amazon, both are the highly experienced and secure payment processer that uses state of the art encrytion technology to ensure that your payment details are kept private. At no time does Emporium Cookshop have access to your payment details. 

WHEN AM I CHARGED FOR MY ORDER?

You are charged after we checked that we have your order in stock and it can be dispatched immediately.

WHERE CAN I CHOOSE WHAT TYPE OF DELIVERY I WANT?

During the checkout process you will be presented with and asked to choose between various delivery options depending on your delivery address and the size of your order. For example, if you are based in the UK you will be asked to choose between standard postage and tracked delivery. It is also possible to choose your desired delivery option by selecting the 'Estimate my shipping' option in the 'What would you like to do next?' box that appears in our shopping cart. 

DO WE SHIP ABROAD?

Yes - your delivery address will dictate the delivery options open to you. See our delivery & returns page for more information on international shipping options and costs.

HOW MUCH DOES DELIVERY COST?

Depending on your delivery address you will be offered some delivery options as you checkout. Please see our delivery & returns page for more information on shipping options and costs.

HOW LONG WILL DELIVERY TAKE?

This will depend on your receiving address and the delivery option you have choosen. Please see our delivery & returns page for more information on shipping options and costs.

CAN YOU DELIVER MY ORDER TO AN ADDRESS OTHER THAN MY HOME ADDRESS?

Yes - please just specify the different delivery address in the 'Delivery Address' section when checking out.

CAN I SPECIFY A DAY AND/OR TIME FOR DELIVERY?

Yes if you choose 'tracked delivery', as your order will be sent via courier. With standard delivery it is not possible to specify a day or time. 

CAN I RECIEVE A REFUND ON AN UNUSED ITEM IF I AM JUST NOT HAPPY WITH IT?

Yes we offer 100% 30 Day Money Back Guarantee, provided that the item(s) are returned in clean, sellable condition with all tags and packaging intact - please just fill in the returns form on the back the invoice you recieved with your order and ensure to include it in the return parcel. 

HOW DO I RETURN ITEM?

Fill in the returns form on the back of your invoice or print a copy here, ensure it is included in the return parcel and return to the address outlined in the return instructions. If your item is damaged or faulty we ask that you contact us on 01427 610682 or at sales@emporiumcookshop.co.uk, as we often require an image of damages and it may not be necessary for you to be inconvenienced by sending the product back to us.