Customer Support & FAQs

If you would like to chat with one of our dedicated Customer Service team members please do not
hesitate to call us on 01427 610 682.

Alternatively we have prepared a list of frequently asked questions below to help.

Frequently Asked Questions

YOUR ACCOUNT

ORDERING

PAYMENT

DELIVERY

RETURNS

SHOULD I CREATE AN ACCOUNT?

You are not required to create an account when making an order, however, if you would like to track your order/s or think you will be ordering more than once then we would recommend creating an account with us, this can be done easily during the checkout. When creating an account, you can also sign up to our newsletter.

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 to 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 receive an order confirmation email from us.

CAN I TRACK THE STATUS OF MY ORDER?

Yes, through your Emporium Cookshop account. If you haven't opened an account you will receive an email with your tracking number when your order is dispatched. Please contact our dedicated Customer Service team at any point if you are unsure about any part of your order.

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 may be able to amend or cancel an order. If your order has been dispatched you cannot change or cancel it, however you can return any unused item(s) 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?

In the rare instance where part of your order is out of stock, we will send you an email with the option to either receive your order together or receiving your order in two parts with the out of stock item being sent at the earliest possible time 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. 

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

You can buy an emailed 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.

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 encryption 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?

This will depend on your receiving address and the delivery option you have chosen. 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 RECEIVE 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 and 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.

Enquiry Form