Frequently Asked Questions (FAQs)
Ordering & Payment
Q: How do I place an order?
A: Browse our website, add your desired items to the cart, and proceed to checkout. You will need to enter your delivery details and choose a payment method to complete your order.
Q: What payment methods do you accept?
A: We accept all major credit and debit cards (Visa, MasterCard, American Express) as well as PayPal for a secure and convenient checkout.
Q: I have a discount code. How do I use it?
A: Enter your valid discount code in the designated ‘Promo Code’ field during the checkout process. The discount will be applied to your order total before you complete the payment.
Q: Can I amend or cancel my order after placing it?
A: We process orders very quickly to ensure fast delivery. Please contact us immediately if you need to change or cancel an order. We will try our best to help, but we cannot guarantee changes once an order is being prepared for dispatch.
Shipping & Delivery
Q: What are your delivery options and costs?
A: We offer several delivery options, including standard and express services. The cost is calculated based on your location and the size of your order. You will see the exact shipping cost before you finalise your purchase.
Q: How can I track my order?
A: Once your order has been dispatched, you will receive a shipping confirmation email containing a tracking number and a link to monitor your parcel’s progress.
Q: My order hasn’t arrived. What should I do?
A: Please first check your tracking information. If the estimated delivery date has passed or the tracking shows an issue, please contact our customer service team for assistance.
Returns & Refunds
Q: What is your returns policy?
A: We want you to be completely happy with your purchase. If you are not satisfied, you may return most unused items in their original packaging within 30 days of receipt for a full refund or exchange.
Q: How do I return an item?
A: Please contact us to initiate a return. We will guide you through the simple process and provide you with the necessary instructions.
Q: How long does a refund take to process?
A: Once we receive your returned item, we will inspect it and process your refund. The refund will be issued to your original payment method and may take several business days to appear in your account.
Products & Account
Q: Are my items guaranteed to be in stock?
A: Our website’s stock levels are updated in real-time. If you are able to add an item to your cart, it is in stock. On rare occasions, an item may become unavailable after you order; in such a case, we will notify you promptly.
Q: Can I get notified when an out-of-stock item is available?
A: Yes! Simply visit the product page of the item you want and enter your email address in the “Notify when available” box.
Q: How do I create and manage my account?
A: You can create an account during checkout or by visiting the dedicated sign-up page. Your account allows you to track orders, save your details, and view your order history.
Contact & Support
Q: I have a question that isn’t answered here. How can I contact you?
A: For any further questions, please use the contact form on our help desk. Our dedicated customer service team will be happy to assist you.
Q: Where can I find recipes and inspiration?
A: For the latest recipes, chef tips, and product guides, please visit our main website at sous-chefshop.com.