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Delivery and Returns

Delivery and Returns Information

Kitchenmonger endeavour to ensure that the products featured on the Kitchenmonger website are in stock and are available for dispatch to you.

Should there be any issues with stock availability that become apparent on receipt of your order, we will contact you as soon as possible to advise of the problem. Should your product be out of stock or unavailable, we are able to offer you the following options:

  1. Wait for the item to become available, when we will dispatch it to you
  2. Choose an alternative item that is in stock
  3. Cancel your order and receive a full refund

All goods ordered are sent either by first class Royal Mail parcel post, or by a reputable courier service. We aim to have your order delivered to you between 5-7 days of confirming receipt of your order. Please note that courier services will require a signature and are a trackable service. However, Royal Mail do not guarantee a timescale and normal first class deliveries are not trackable.

Urgent Ordering

If you require an urgent delivery please place your order as normal and contact us to discuss your requirements, when we will do our best to assist you.

Delivery Charges

Orders up to £75 to UK postcodes (excluding Highlands, Guernsey and Jersey, Northern Ireland)

Post and Packing Charge: £4.95

Orders Over £75

Post and Packing Charge: Free of Charge

Orders up to £75 to Highlands, Islands, Northern Ireland (including Guernsey and Jersey)

Post and Packing Charge: £9.95

International Orders

Price/Orders on request – please contact us.

 Please note that all orders for delivery outside of the EC will be at Zero VAT.  Please contact us on 01488 681897 or sales@kitchenmonger.co.uk for further information or to place your order.

Collect at Store

If you would like to collect your order from one of our stores, please request this in the notes section on checking out your order, or contact us by phone or email. As soon as your order is ready for collection we will advise you by phone or email as you prefer. Orders will be held for a maximum of 5 days from this date unless you make alternative arrangements with us.

Please bring a copy of your order and the payment card which was used for the transaction when collecting your order. If somebody other than yourself will be collecting the order for you, please let us know for security purposes, as we will only give orders to the person placing the order or a named alternative. Your delievery charge will be refunded on collection.

Please note that our stores are not currently able to change or return any products on your order. However, should you wish to return an item you may leave your parcel, complete with returns form, at one of our stores who will forward it onto our mail order department free of charge for you. Please see returns for more details.

Questions regarding deliveries  

If you have any questions regarding the delivery of your order, please do not hesitate to contact us, either by telephone on 01488 682158 Monday to Friday 9.00am to 5.00 pm or by email at sales@kitchenmonger.co.uk . An answer phone service is available out of hours if you wish to leave us a message. Please leave your name, order reference and a day time contact number or email address and we will get back to you as soon as possible.

Returns

We work hard to ensure that you will be happy with your purchase, but we also know that occasionally you may wish to return an item and we aim to make this as convenient for you as possible.

Changed your mind?

If you change your mind you may return any item to us within 8 working days of receipt at your own cost.   All that we ask is that it is in saleable condition which means that it is:

  •          Unused and undamaged
  •          In its original packaging
  •          In 100% saleable condition

Faulty or Damaged Goods?

If we have made a mistake, the goods are faulty or arrive damaged please notify us within 48 hours of receipt. We will either replace or refund the goods as required, including postage of any items that need to be returned to us. For larger/heavier items we will instruct you how best to proceed.

Faulty goods may be examined by the company or manufacturer as necessary and in line with any product guarantees in place, to ensure that such defects exist and have not been caused by misuse, neglect, accident, improper storage, installation or handling, or by the repair or alteration by another party. If the product proves to be faulty, we will arrange for a replacement to be sent.

This does not affect your statutory rights.

What do I need to do?

Please contact us as follows before returning the goods by mail or carrier to us.

If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of the action to take depending on your particular circumstances.
If you would like to speak to us, you can of course use one of the following methods to get in touch:

Please let us know your name, order reference and a day time contact number or email address and we will get back to you as soon as possible.

Please wrap the item securely for transit, using the original packaging if available, and remember to enclose your dispatch note and returns paperwork.

Knives

If you need to return knives to us, they must be in their original packaging or wrapped securely for the safety of both delivery and Kitchenmonger staff. We recommend a thick layer of newspaper with the blade area surrounded by card taped together if packaging is no longer available. Where possible they should be sent in a cardboard box.

Processing of refunds

You should expect to receive your refund within four weeks of returning your package, and in many cases this will happen more quickly. This allows for transit time for us to receive the goods (1 to 5 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).



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