Frequently Asked Questions
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 or contact us via email on our Contact Us page here.
When will I receive my order?
Our standard delivery service is 2-5 working days for UK mainland addresses from the date of order. Please note that during busy periods, such as Christmas, this may take a little longer. If you require Next Day delivery, your order must be placed before 1pm Monday - Friday and a charge of either £7.95, £9.95, £12.95 or £13.95 will be applied depending on the service you have selected. Please refer to our Delivery Information page for additional information. Please note that 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.
I haven't received my order confirmation email?
When you place an order our website, you should receive an email confirming your order details to the email address specified on your account. If your email does not arrive, please check your Spam or Junk folder as sometimes they can be incorrectly marked as such by your email provider. It may also be that you’ve just mistyped your email address or entered an old one that you no longer use. If after checking these, you still do not have your confirmation email, please contact our friendly customer service team who should either be able to help you locate the missing order confirmation or resend it to you.
An item I wish to order is a “Pre-Order” what does this mean?
This means that the item you wish to order is temporarily out of stock. Not to worry though, the pre-order message means that it is on its way back into stock very shortly! The estimated date of when the item is due is usually indicated in the title. When you pre-order an item this means we reserve one just for you and will dispatch it to you as soon as it arrives with us. When the item is back in stock, the pre-order message will be removed and it will be available to order as normal. However we do sometimes sell out of very popular items whilst they are on pre-order and before they come back into stock, so pre-ordering an item is the best way to ensure you receive one.
An item I wish to order is “Handmade to Order” what does this mean?
This means that your cutlery is especially made for you when your order is placed; therefore it is not in stock currently and needs to be made before we are able to deliver your order to you. This process takes 12-16 weeks, however this may vary. Please contact a member of our customer service team on 01252 852305 for a more specific time scale. As soon as we receive your handmade to order cutlery we will dispatch it to you on a next day delivery.
Are the 'Handmade To Order' and 'Pre-Order' delivery estimates accurate?
Yes, the estimates are based on dates given to us by our factories as to when the products will reach us. However, they may occasionally be subject to delays and changes that are out of our control and therefore we can only give them as an estimated delivery date. Once you have placed your order with us we will endeavour to keep you updated on your delivery date and notify you of any changes.
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.
How do I use my discount code?
The areas to enter all discount codes and gift voucher codes can be found at the bottom of the basket page. Please contact us on 01252 852305 if you encounter any difficulties with your discount code and please be aware that we cannot always retrospectively apply discounts.
What are the terms and conditions for my discount code?
Our discount codes have different terms and conditions depending on the offer available. Please see below for our current code t's and c's:
XMAS19 - 15% Discount - 15% discount code XMAS19 valid online and via the telephone until midnight Tuesday 31st December 2019. Discount code not valid on Gift Voucher orders. Discount code cannot be used in conjunction with any other offer. Discount code not valid at our Big White Tent Events, stockist stores or any other events we are attending. Whilst stocks last. Free standard delivery over £30 is applicable to Mainland UK addresses only. Some exceptions apply - please see our delivery page for exclusions. Guaranteed next day delivery is subject to additional charges on top of any delivery costs. Our full range of delivery services can be found online. This offer is made at Culinary Concepts’ discretion and may be withdrawn at any time without notice.
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.
I cannot complete my order because I am asked to ‘Please call us on 01252 852305 for a custom shipping quote for your order.’ What does this mean?
This means that the items you have ordered are too large or too heavy for our standard shipping rates, therefore, we need to create a custom shipping quote before you are able to complete your order. You can either call us on 01252 852305 and talk to one of our customer service team who will compile the quote for you, or you can email us at firstname.lastname@example.org letting us know the items you wish to purchase and the delivery address and we will send you a quote.
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, DPD, DPD Local, DHL or the Pallet Network. 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.
My order confirmation has the incorrect address on it, what should I do?
We will always endeavour to correct all mistakes to ensure your order reaches you, however, we do require that you check your order confirmation and ensure that both the address and postcode are correct at the point of order. If your order has already been dispatched we may not be able to amend the incorrect details and cannot accept responsibility for any lost items due to an incorrect address having been given. If the address is incorrect please contact us on 01252 852305 or email email@example.com where we will do our very best to help you.
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 comments 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, a card will be left for you to arrange re-delivery with the courier.
I live in mainland Scotland but have been charged for delivery when you have ‘Free delivery on orders over £30’, why is this?
Additional charges will apply for some Northern Territories, Scottish Highlands and Islands, Northern Ireland, Isle of Man and Channel Island addresses. Unfortunately this is not at our discretion and the items you have ordered are too heavy or too large to be delivered by the usual methods. Therefore they may be considered oversized and will be more expensive for us to send these items to these destinations. These are unfortunate costs that do have to be incurred.
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?
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 online clearance Outlet with up to 70% 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 emailer service. This also ensures you'll be kept up to date with all of our new additions, sale items and competitions.
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.
Information about the January 2017 Price Increase
As Culinary Concepts continues to grow and flourish, it remains our desire to offer a unique collection of products with unmatched quality and craftsmanship that lives up to our reputation.
As a British designer whose manufacturing is based overseas we are, however, unable to absorb the recent rise in the cost of importing goods caused by the falling value of the pound - together with increased duty and taxes. Sterling has come under intense pressure over the past months with the pound falling 20% against the dollar and 22% against the euro which in turn greatly impact all importers.
Although the pound has been dramatically falling since last Summer, Culinary Concepts has absorbed these rising costs and made the decision not to increase prices until Spring 2017 giving our customers the enjoyment of lower prices for longer. However, with effect from 20th January 2017 Culinary Concepts has made over 300 prices adjustments to reflect the current economy.
We are thrilled to continue to create beautiful desirable homewares and hope you will continue to enjoy shopping with us.