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Have a question about your order, delivery, or a product? We’re here to help.
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01527 336350
Monday to Friday, 9am to 5pm
We aim to reply to all emails within 24 hours.
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Frequently Asked Questions
How do I place an order?
Browse the shop, add items to your basket, and follow the checkout steps. You can pay using any of the payment methods shown at checkout.
Can I cancel my order?
Yes, as long as it hasn’t been dispatched yet.
To request a cancellation, please email [email protected] as soon as possible with your order number and details. All cancellation requests must be submitted by email.
If your order has already been dispatched, you may still be able to return it in line with our Returns & Refunds Policy.
How do I track my order?
You can track your order on the Track My Order page. You’ll also receive a dispatch email with your tracking details as soon as your order is on its way.
I forgot my password. What should I do?
You can reset your password by selecting “Forgot your password?” on the login page, or you can go directly to the reset page here: Lost Password.
How do I update my account details?
Log into your account and go to the Account Details section to update your name, email address, or password.
You can manage your billing and shipping addresses in the Addresses section.
How can I sign up for special offers?
You can sign up for email updates using the subscription bar at the bottom of the page. We’ll send you the latest offers and news.
Where do you deliver to?
We deliver to addresses within the United Kingdom and the Channel Islands.
We do not offer international delivery at this time.
Do you deliver to Northern Ireland, the Highlands, Islands, and the Channel Islands?
Yes, we offer Standard Delivery to eligible addresses outside mainland UK, including Northern Ireland, the Scottish Highlands, and the Channel Islands.
Delivery charges and delivery times may differ from mainland UK. Any additional cost will be clearly shown at checkout before you complete your order.
What delivery options do you offer?
We offer Standard Delivery for eligible UK and Channel Islands addresses, and Next-Day Delivery for eligible mainland UK addresses.
For full details on delivery options and times, please see our Shipping Information page.
How long will my delivery take?
Standard Delivery
Orders placed before 3:30 pm from Monday to Friday, or before 11:30 am on Saturday, are usually dispatched the same day, with delivery typically taking two to three working days.
Next-Day Delivery (Mainland UK)
- Monday to Thursday: Order by 3:30 pm for delivery the next working day.
- Friday: Order by 3:30 pm for delivery Saturday.
- Saturday: Order by 11:30 am for delivery Monday.
Orders placed after the relevant cut-off time, on Sundays, or on UK bank holidays are dispatched on the next working day (Monday to Saturday).
Delivery times are estimates and may vary during busy periods, in remote or out-of-mainland delivery areas, or due to courier delays beyond our control.
Which couriers do you use?
We work with Royal Mail, DPD, Evri, and Yodel to deliver orders safely and on time.
Do you offer Click & Collect?
Yes, we offer Click & Collect on selected orders.
Collection is from Redditch.
When will my Click & Collect order be ready?
- Same-day collection: Orders placed before 1 pm Monday to Friday are usually available for same-day collection.
- After the cut-off: Orders placed after 1 pm, on Saturdays, Sundays, or on UK bank holidays will be processed on the next working day.
Opening hours: Collection is available Monday to Friday, 9 am to 5 pm.
- Collection email: You’ll receive an email once your order is ready for collection, including your collection code, collection details, and full collection address.
What do I need to bring when collecting my order?
Please bring your order number or collection code when collecting your order. If someone else is collecting on your behalf, they must bring your collection code.
What happens if I am not at home when my order arrives?
Couriers may post smaller parcels through your letterbox.
If this is not possible, they may leave your parcel in a safe place or leave a card with instructions for collection from a nearby depot or parcel shop.
I have not received my order. What should I do?
Please check your tracking details first.
If your parcel seems delayed or has not arrived within the expected timeframe, please email [email protected] and we will look into it for you.
Can I return an item?
Yes. If you are buying as a consumer, you can return items within 30 days of delivery, provided they are unused, unopened, and in their original packaging.
To start a return, please email [email protected] with your order number.
Business, bulk, trade, or resale change-of-mind returns may be accepted at our discretion.
Which items cannot be returned?
For hygiene reasons, some items cannot be returned once opened or unsealed. This includes:
- Skincare and cosmetics
- Fragrances
- Oral care products
- Personal wellness and intimate items
These items can only be returned if they are faulty.
Do I need to pay to return an item?
No. We offer free returns within 30 days of delivery for eligible consumer orders and will provide a prepaid return label once your return has been approved.
For business, bulk, trade, or resale purchases, change-of-mind returns may be accepted at our discretion. If approved, the buyer is responsible for arranging and paying the return postage.
If your item is faulty, damaged, incorrect, or not as described, we will arrange or reimburse the return postage where required.
For full details, please see our Returns & Refunds Policy.
How long will my refund take?
Once we receive and inspect your return, your refund will be processed within 14 days.
Refunds are issued to the same payment method used at checkout.
Your bank or payment provider may take 5-10 working days to display the refund.
Do you offer exchanges?
We do not currently offer exchanges.
If you would like a different item, please return your order for a refund and place a new order.
My item arrived damaged. What should I do?
Please email [email protected] within 48 hours of delivery with:
- Your order number
- A clear photo of the damage
We will resolve this for you as quickly as possible.
I received the wrong item. What should I do?
Please email us with:
- A photo of what you received
- Your order number
We will arrange for the correct item to be sent and provide a prepaid return label for the incorrect item.
If you prefer a refund instead, we can process this once we receive the returned item.
My order is missing items. What should I do?
Please check the parcel thoroughly first, as some orders may arrive in more than one package.
If something is missing, email [email protected] within 48 hours of delivery and we will look into it for you.
Which payment methods do you accept?
We accept the following payment methods:
- Visa
- Mastercard
- American Express
- PayPal
- Apple Pay
- Google Pay
- Klarna
- Clearpay
All available payment options will appear at checkout.
Is it safe to pay on your website?
Yes. All payments are processed securely using trusted, encrypted payment systems.
We do not store any card details.
Can I pay in instalments?
Yes. Klarna and Clearpay are available for customers who qualify.
These services are subject to their own checks and terms.
Do you offer discount codes?
Yes. We offer promotions and discount codes from time to time.
Unless stated otherwise, only one discount code can be used per order.
What is CookstersHub Rewards?
CookstersHub Rewards is our loyalty scheme. Customers with an account can earn points on eligible purchases and use those points to claim money-off rewards for future orders.
How do I earn points?
You earn points on eligible product spend when you place an order through your CookstersHub account. Points can be earned on sale items, but they do not include delivery charges. Points are calculated after any discounts or reward vouchers have been applied.
When are my points added?
Points are usually shown as pending first. They are added to your available balance once your order is completed.
How do I use my rewards?
You can view your points, claim rewards, and copy available reward codes from the My Rewards section of your account. Reward vouchers may have a minimum spend, expiry date, and other restrictions.
Can I use CookstersHub Rewards with sale items or discount codes?
CookstersHub Rewards vouchers can usually be used on sale items. However, they cannot be combined with other discount codes, vouchers, or promotions unless we clearly state otherwise. Reward vouchers may also have a minimum spend and expiry date.
What happens to my points if I return or cancel an order?
If an order is cancelled, refunded, partially refunded, or adjusted, any related points or rewards may be cancelled, reduced, reversed, or corrected.
Are your products genuine?
Yes. We only stock authentic, genuine products from trusted and reputable brands.
Are your products safe to use?
Yes. All products should be used as directed.
Please follow the instructions, warnings, and safety information provided on the product packaging.
Can I resell products I buy from CookstersHub?
Yes. We welcome orders from businesses, trade buyers, and resellers, provided your purchase and any onward sale are lawful. If you buy products for resale or other commercial purposes, you are responsible for ensuring your own onward sale and supply of those products complies with applicable legal requirements.
