How To Order and FAQs
We've put together a list of all of the questions our customers ask us on a regular basis, so if you have a question - you may find the answer here!
Alternatively, you can contact one of our friendly customer service assistants on 01252 852305 who will be more than happy to assist you with your enquiry.
So how do I place an order?
All you need to do is choose your item and simply click the 'buy now' button. It will then be added to your shopping cart, click 'continue' to keep buying and 'check out' to finalise your purchases. 'Checkout' is the area where you pay for your shopping. On the website this involves providing your address and credit or debit card details. You'll need to log in first – this only takes a minute and allows you access to the secure part of our website.
If you've placed an order on this website before, you simply type in your email address and password to log in. If you're a newcomer, just type in your email address and choose a password - it's quick and easy to do.
If you're still unsure of how to order online, don't worry. You can call us on 01252 852305 and a member of our helpful customer services team will be happy to guide you through the process or take your order over the phone if you prefer.
When will I receive my order
Our standard service is within 3-5 working days from UK mainland from date of order, but during periods such as Christmas this may take a little longer. If you require Next Day delivery, an order must be placed before 1pm Monday - Thursday and a charge of either £7.95 or £9.95 will be applied. Please refer to our Delivery Information page for additional information and please note we cannot be held responsible for third party courier delays.
When will I be charged for my order?
When an order is placed you will be charged in full at the time the order is placed. We do ask that any voucher codes or gift vouchers are entered at time of ordering as we will be unable to process retrospective discounts. Also, please ensure that if an item is unavailable you are happy to pay for it straight away and receive it once it becomes available. We will alert you to any delays within 36 hours of your order being placed.
Why won't my payment go through?
If in the unlikely event you are having problems putting your order through please check that all the mandatory fields are entered correctly i.e. first line of address, postcode, telephone number. These fields are all involved in verifying your payment and can prevent a payment being processed if incorrect.
Please also make sure that your billing address corresponds with the registered address of the card that you are paying with.
If you have any further problems then please do give us a call on 01252 852305 and we will be happy to process your order for you.
Is your site secure?
All Credit Card data transmitted between you and our site is protected using strong SSL encryption technology, and we do not store or retain your payment details.
Your payment is processed using Sage Pay and we do not have access to your credit or debit card details.
How do you deliver my item?
Depending on the service you have requested or the size/ weight/dimensions of your order, we will dispatch your item by Royal Mail, UPS, Business Post or Pallet line. If you require help in tracking your item please call us for assistance.
If your order is sent via a courier service and a timed delivery is not paid for, please ensure there will be someone at the delivery address provided all day to sign for the delivery.
Will I need to sign for my item?
Generally all of our parcels with the exception of smaller royal mail items require a signature however if you are happy for your parcel to be left in a safe place then please ensure you state this in the relevant box during the checkout process. We however cannot be responsible for items going missing if it has been your choice to have the item left unsigned and we will not be able compensate you for this. If you are concerned that there is not a safe place then please give a delivery address where someone will be in to accept the delivery. Special delivery instructions can be entered in the message box at the checkout stage and if you miss the driver, or a card will be left for you to arrange re-delivery with the courier.
Can I return a product easily?
Of course. If you are not entirely satisfied with the products you have chosen or you have simply changed your mind, you may return them to us within 28 days. Please contact our customer service team on 01252 852305 with any questions you may have. We will be more than happy to offer you an exchange or a refund, provided that the products are returned complete, in perfect condition, unused and with the original packaging. We do recommend obtaining a proof of postage from the Post Office when returning any item. Please see here for our full Returns Policy.
Please also ensure that your returns form, or a note of your order details is included within the parcel so that our returns team can process your return quickly.
Can I buy from overseas?
Absolutely! Our new site has been designed to allow shipping all over the world for the majority of our products - apart from a few of the very fragile ones, such as our glass lanterns. All orders sent overseas will be packed just as carefully as our UK sent ones to ensure they reach you in perfect condition and are sent using either Royal Mail International Signed For or an International Courier. For more information about all of our delivery options, please see our Delivery Information page.
Where can I find more information about caring for my item?
All of our items are lovingly designed and made to be treasured for a lifetime. When you buy or receive your Culinary Concepts item, we know you'll want to keep it in tip-top condition and so we have put together a Caring For Your Item guide that not only tells you about the different materials we use but how to care for each different type ensuring you get the best out of your items for a long time to come. You'll also find our safety guide for our lantern collection and church candles here too.
I have a design that I can't see on your website - is it still available to buy?
We do sometimes have stock of some of our older designs that are not available to buy through our website. If you cannot see something you require, please contact one of our customer service assistants on 01252 852305 and they will be able to help you with your enquiry.
Why do you discontinue some items?
You'll occasionally see this message beside some products on the website: ' this will be your last opportunity to buy this item as we won't be manufacturing again once stocks deplete.' It is a great opportunity to take advantage of special offer prices and enables you to complete your cutlery collection, or stock up on extra pieces in case you misplace a coffee spoon, or a butter knife slips off the plate into a handbag! Prices are normally well below the RRP so go ahead and buy now so you don't miss out!
It's always a difficult decision, but with so many new and fresh ideas for products we want to add to our ranges each season, sometimes we do discontinue others to make way for these. You will quite often find our discontinued or low in stock items in our Special Offer and Sale Sections with up to 50% off. A great place to pick up a real treat at an extra special price.
Where can I find out more about Culinary Concepts special offers and discounts?
We love to treat our customers with special offers and discount codes on a regular basis. The best way to keep up to date with these is to visit our home page and sign up to our email newsletter service. This also ensures you'll be kept up to date with all of our new additions, sale items and competitions; plus you can get to know the CC team and some of our other lovely customers too.
Please note we will not share your details with any other companies and you are free to unsubscribe from our e-newsletters at any time after sign up.
