Your Questions Answered
Welcome to our FAQ page. We've compiled answers to the most common questions about shopping with Kooks Unlimited. If you can't find what you're looking for, please contact us and we'll be happy to help.
Orders & Payment
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express), PayPal, Apple Pay, and Google Pay. All transactions are processed securely through Shopify's encrypted payment system.
Is it safe to shop on your website?
Absolutely. Your security is our priority. We use industry-standard SSL encryption to protect your personal and payment information. Look for the padlock icon in your browser's address bar when checking out.
Can I modify or cancel my order?
If you need to modify or cancel your order, please contact us immediately at [your email]. Once an order has been dispatched, we cannot make changes, but you can return items following our returns policy.
Will I receive an order confirmation?
Yes! You'll receive an email confirmation immediately after placing your order, followed by a shipping confirmation with tracking details once your order is dispatched.
Shipping & Delivery
Do you offer free shipping?
Yes! We offer free standard UK delivery on all orders over £100.00, Orders under £50 incur a £4.95 delivery charge.
How long will delivery take?
Standard UK delivery typically takes 3-5 working days, but be prepared to wait longer during busier times like Christmas. You'll receive tracking information once your order ships.
Do you ship internationally?
Currently, we primarily serve UK customers. For international enquiries, please contact us directly and we'll do our best to accommodate your request.
Can I collect my order in-store?
Yes! We offer free click-and-collect service. Select this option at checkout and we'll notify you when your order is ready for collection, usually within 24-48 hours.
How can I track my order?
Once your order ships, you'll receive an email with a tracking number and link. You can also track your order by logging into your account on our website.
Returns & Exchanges
What is your returns policy?
We want you to love your purchase! If you're not completely satisfied, you can return unused items in their original packaging within 30 days of delivery for a full refund or exchange.
How do I return an item?
Contact us at [your email] to initiate a return. We'll provide you with return instructions and a returns label if applicable. Please ensure items are unused and in original packaging.
When will I receive my refund?
Refunds are processed within 5-7 working days of receiving your returned item. The refund will be credited to your original payment method.
Can I exchange an item?
Yes! If you'd like to exchange an item for a different size, colour, or product, please contact us and we'll arrange the exchange for you.
Products & Care
Are your products dishwasher safe?
Most of our products are dishwasher safe, but we recommend checking individual product descriptions for specific care instructions. For premium items, hand washing is often recommended to maintain their quality and longevity.
Can I use your cookware on induction hobs?
Many of our cookware items are induction-compatible. Look for the induction symbol in the product description, or contact us if you're unsure about a specific item.
Are your products oven-safe?
Most of our bakeware and many cookware items are oven-safe. Maximum temperature ratings vary by product, so please check the product description or care label for specific guidelines.
Do your products come with a warranty?
Yes! All our products are covered by manufacturer warranties. Warranty periods vary by brand and product type. Please retain your receipt as proof of purchase.
How should I care for my premium cookware?
For detailed care instructions, visit our Care Guides page. Generally, we recommend hand washing premium items, avoiding metal utensils on non-stick surfaces, and following manufacturer guidelines for optimal longevity.
Gift Services
Do you offer gift wrapping?
Yes! We offer premium gift wrapping services for a small additional fee. Select this option at checkout and add your personal message.
Can I include a gift message?
Absolutely! You can add a personalised gift message during checkout. We'll include it with your order in a beautiful presentation card.
Can I send a gift directly to someone?
Yes! Simply enter the recipient's address as the shipping address during checkout. We'll ensure the package is beautifully presented and includes no pricing information.
Account & Website
Do I need to create an account to shop?
No, you can checkout as a guest. However, creating an account allows you to track orders, save your details for faster checkout, and receive exclusive offers.
I've forgotten my password. What should I do?
Click "Forgot Password" on the login page and enter your email address. We'll send you instructions to reset your password.
How do I sign up for your newsletter?
You can subscribe to our newsletter at the bottom of any page on our website. You'll receive exclusive offers, new product announcements, and cooking inspiration.
Still Have Questions?
If you can't find the answer you're looking for, we're here to help! Contact us at:
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Email: [your email address]
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Phone: [your phone number]
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Hours: Monday-Friday, 9am-5pm GMT
Or visit our Contact Us page to send us a message.
