How do I use this website?
We've tried to make the website easy and pleasant to use. Browse through our selection of top brands to view what's available, or use the search box to look for specific products. When you find what you're after simply add it to your basket and proceed to the checkout when you're ready to pay for your shopping. In case you have any trouble, here are some instructions on how to use this website.
How does the basket work?
The basket is very much like a real shopping basket: find the products you'd like to buy and place them in your basket before going to the checkout. Find out more about how the basket works.
Is it safe to shop online at www.pots-and-pans.co.uk?
Yes. Our website has been using the Secure Socket Layer (SSL) encryption method for payments since 1999 and have never had any problems with security. However, if you're still wary, you can call our friendly Customer Services team on 01877 332701 and place your order over the phone.
How can I pay for my order?
We accept VISA, MasterCard, American Express, Maestro or VISA Debit/Electron cards.
We also accept payment by PayPal.
For larger orders we can accept bank transfer and are happy to accept payment by cheque although despatch will only be made after payment has cleared.
Read more about ways to pay.
Can I cancel or change an order?
Yes, you can cancel an order - give our friendly Customer Services team a call on 01877 332 701. We may be able to change an order if you contact us before your order has been despatched.
I've got a coupon - how do I redeem it?
If you have a 'money-off' coupon or offer code, enter the special code from your coupon into the 'coupon code' box in your basket, and press enter. The value of the coupon will automatically be deducted from your order.
How do I add to my order once I have submitted it?
Just call our Customer Services team on 01877 332 701 and they will be happy to help you.
How do I return an item I have purchased?
Please include a note of your order number with a brief explanation of the return, then take it back to one of our stores with your despatch note or call our friendly Customer Services team on 01877 332 701 to arrange a collection - they'll explain it all to you over the phone.
Do I have to pay for returns?
No, just following the instructions above and we will arrange collection at no extra cost.
Can I return an item bought from the website to a store?
Yes, just take it along to your nearest store along with the despatch note.
Am I charged for the items as soon as I order them?
No - if you have completed checkout with VISA, MasterCard, American Express, Maestro/Switch or VISA Electron we'll only charge you when your items are despatched.
If you paid by PayPal, you will have transferred payment at checkout. Of course if there is a delay or change to your order, you will be refunded any amounts due straight away – you can rely on PayPal’s full protection.
Read more about ways to pay.
If part of my order is out of stock, do I have to pay an extra delivery charge when it is sent to me?
No - if something's out of stock, we won't charge you any extra to deliver it when it comes back into stock..
Do I have to pay for delivery?
If your order is over £50.00, delivery is free!
For orders up to £49.99, delivery is £3.95. Find out more about delivery.
How long do I have to wait for my order to arrive?
3-4 working days with standard delivery.
Around 24 hours with express delivery. There are exceptions though - please see delivery for more details.
Can I specify a day or time for delivery?
Unfortunately our carriers are unable to specify a time or day. If you are not at home when they attempt to deliver they will leave a card with contact details. You can then rearrange delivery on a day that is convenient for you.
Do I have to sign for my parcel?
Yes, we use a signed for service. If your are happy for a neighbour to accept delivery on your behalf please let us know in the special delivery instructions box during checkout.
What if I am out when the courier tries to deliver?
Unless otherwise stated, they will leave a note explaining that they tried to deliver your parcel and what will happen next.
Can I send my parcel to a different address?
Yes - just put the address details in as you checkout.
Can I have my items delivered to more than one address in the same order?
No, you can only get them sent to one address. However, you can always do multiple orders with different addresses for each (but you'll have to pay for delivery on each).
Can I order from overseas?
Yes, we regularly despatch to all parts of the world and offer competitive shipping rates. Find out more about overseas delivery.
Can I order all of the products you sell for delivery overseas?
Generally yes – you should however check if your order will be subject to any import duties or charges as we are unable to do this before despatching your order.
Where is my nearest store?
We have two stores in Scotland, one in St Andrews and the other at our Callander base.
Have a look at the Pots and Pans stores page for everything you need to know.
Do your shops stock all the items that are available online?
Due to the wide range of cookware we offer online it is difficult for our stores to offer the full range. We strongly recommend calling first to check an item is in stock: we wouldn't want you to have a wasted journey.
Do you sell gift vouchers?
Not at present although we hope to do so in the near future.
I'm having problems with the Pots and Pans website. What should I do?
Try restarting your computer - that often fixes temporary glitches. If you're still having trouble, visit our technical help page.
What are cookies?
Computer cookies are small text files that a website transfers to your computer for added functionality. Find out more about cookies.
What's the Pots and Pans policy on privacy and security?
Personal information is private so we treat it with the highest standards of safety, security and confidentiality. This means that you can rest assured that your credit card and personal information are safe with us. We never sell or give any information we have about you to any other company. Find out more about privacy and security.
What is the Credit Card Security Code/Card Verification Value (CVV)?
It's either a unique 3-digit number printed on the back of your credit/debit card or if you have an American Express card it is a 4-digit number on the front (usually top right) of your card that helps us validate your purchase and protect against fraud. Since this isn't contained in the magnetic strip information, it doesn't get printed on sales receipts, so it's difficult for anyone other than the genuine cardholder to know it.
It's sometimes referred to as the Card Security Code, the Personal Security Code or the Card Verification Value (CVV).
Your order can't be fully processed without a valid Security Code. Once your order has been processed, your Security Code won't be held on file.
How do I contact Pots and Pans?
You can call, fax, email and write to us, and even come in and see us! Take a look at the contact us page for the details.
