About our Delivery Service

How to contact us...

Our Customer Services are operating as usual and can be contacted Monday – Friday, 9am – 5:30pm either by email, telephone or Live Chat. Please do get in touch if you have any questions or would like to place an order.

Placing an order...

Our website remains open 24/7 so you can continue to shop with us from the safety and comfort of your own home. We will continue to dispatch as usual and will keep you up to date with any changes to this.

Due to the unprecedented situation across the globe, an increase in parcel volumes in all delivery networks coupled with a higher staff absence, both Royal Mail and the majority of courier services are occasionally experiencing some understandable delays. Please see here for regular Royal Mail Service Updates. Some areas of the country are also experiencing adverse weather conditions, including snow, which also has an impact on postal and courier services and delivery times.

Our International Delivery Service is currently unavailable. We apologise for any inconvenience caused.

If I order a 'Pre-Order' or 'Handmade To Order' item and other 'normal' items, will these arrive in separate deliveries?

We do not usually part ship orders as we like to keep whole orders together. Therefore, if you wish to have an order sent in separate deliveries please contact us on 01252 852305 where we will be able to help you.

If I order multiple 'Pre-Order' or 'Handmade To Order' items with different estimated arrival dates, will these arrive in separate deliveries?

We do not usually part ship orders as we like to keep whole orders together. If you order multiple 'pre-order' or 'handmade to order' items, the order will be held in our warehouse until all of the items have arrived. If you wish to have the order sent in separate deliveries please contact us on 01252 852305 where we will be able to help you.

Courier No Contact Delivery Practice...

Our Courier APC has now adopted a ‘No Contact Delivery Practice’. This is for the safety of both the customer and the driver. The delivery driver will no longer ask you to sign the Delivery Handheld Device. Instead, the driver will knock the door/ring the doorbell, place the consignment on the doorstep, step back from the door 2 metres and ask for you to confirm your name. The driver will then type your name into the Delivery Handheld Device.

We appreciate your support and understanding at this difficult time for all of us. Please do reach out if you have any questions at all.

Our Delivery Services 

We understand that your gift must be delivered in perfect condition, which is why we take so much care and attention when designing our packaging. We pride ourselves on our customer service and aim to dispatch all orders promptly, subject to stock availability.

Standard Delivery is 2 to 5 days from the date of dispatch, and orders are processed the same or next working day depending upon the time of day it is received.

Please note that we are closed on public Bank Holidays and therefore any Next Day delivery requests received on a Bank Holiday will be processed the next working day, for delivery the following day.

Below you will find all of our delivery charges*.

*Please note that additional charges will apply for postcodes beginning with AB, DD, IV, KW, PA and PH along with Northern Ireland, Isle of Man and Channel Island addresses. This is due to courier surcharges determined by our couriers which are beyond our control.

Delivery Charges

Please note as of January 1st 2021, we are temporarily unable to deliver to countries in the European Union and the Rest of the World, apologies for the inconvenience.

When a courier is used to deliver your order it will arrive with either APC, DPD Local or DPD. Provide your mobile telephone number when your order is placed, and you will receive a text message advising you of your allocated one hour delivery time slot. You can then decide whether or not this is convenient for you and arrange re-delivery if it is not. You will also be notified via email of your allocated delivery time, so you can choose how you wish to interact to re-arrange your delivery if necessary. Please note this service is not available on all items or orders. The 'Predict' service will be used for small to medium sized single packages and will not be available on orders that are fragile or contain glass. It will also not be available on orders over a certain weight.

Failed Deliveries

If for some reason your goods fail to arrive please call customer services on 01252 852305. Failure of an item to arrive after dispatch as a result of Royal Mail will be claimed for after the standard 15 working day period set out in their terms and conditions. Goods sent by courier will require a signature. The courier company will card a property twice to advise of attempted deliveries. Following this, items will be returned to the local delivery depot and held for 5 days. If uncollected or undelivered, they will be returned to us and a charge of £3.95 for re-delivery will be required to re-send.

Order Tracking and History

If you've placed an order via our website you can track its progress through our warehouse. Log in to My Account and click on Order History.

Returns Policy

On delivery, the customer should inspect the goods on receipt and notify the company of any defects or damage caused in transit within 48 hours.

If you are not entirely satisfied with the products that you have chosen you may return them to us within 28 days. We will be more than happy to offer you an exchange at our discretion or a refund provided that the products are returned complete, in perfect condition, unused and with the original packaging. Please take extra care to read our Caring For Your Item page. We cannot accept items for a refund or exchange if they have been damaged within a dishwasher or by failing to follow our care instructions.

Please note that we are unable to accept returns when an item has been purchased from another stockist or online store. In these circumstances, you should contact the seller that you purchased the item from who will be able to deal with your return according to their own Returns Policy. We can only accept returns when a receipt or proof of purchase directly from us can be provided.

For all returns, except where the item is faulty, you will be required to arrange and pay for the return of the items, in addition the consumer will have to bear the full costs of returning the goods in the case of withdraw. Any items returned must be adequately packed for protection in transit and in exactly the same packaging and condition as when they were dispatched, i.e. in original Culinary Concepts bags/boxes and complete packaging. Failure to do so may result in the items being returned to the customer and the grounds for refunding the items deemed void. If you prefer, we will arrange to collect the products from you, but the cost will be charged to you and may be deducted from any refund due. To arrange this, it would be helpful if you could call one of our friendly Customer Services team on 01252 852305, as there are occasions when it may not be necessary for you to be inconvenienced by sending a product back to us.

When returning goods, please pack the items in the original packaging, enclose the invoice and/or proof of purchase and address the parcel clearly. When returning items we strongly advise you obtain proof of posting from the Post Office. We cannot accept responsibility for parcels lost in transit. We will only refund or provide an exchange for the costs of postage where the item returned is faulty or you have received an incorrect product. For added convenience returns collections can be organised by Culinary Concepts however there is a minimum charge of £9.95 for UK mainland collections. The charge will increase in cost and is dependent on the size of the item and whether the collection is located outside of the UK.

Items being returned should be sent to:

Culinary Concepts, Lodge Farm, Hook Road, North Warnborough, Hook, RG29 1HA

Download the Returns Form

Lantern Policy

On delivery, the customer should inspect the goods on receipt and notify the company of any defects or damage caused in transit within 48 hours.

Lanterns for return will be collected via our courier company at the same time the replacement lantern is delivered on a set date between 9am and 5:30pm. The driver will provide all relevant returns labels for the items return to us. The customer will be required to sign to say the lantern has been collected and to acknowledge receipt of the replacement.

The lantern will need to be re-packaged in its original packaging.