Help - Frequently Asked Questions
Using Our Site
Paying For Goods
Your Order
Returns/Faulty Items
Delivery
Our StoresContact Us |
How do I use this website?We've tried to make our site easy and pleasant to use. Use the drop-down menus for easy access to the sections you wish to browse, or use the search box to find specific products. Once you've found what you're after simply add it to your basket; once you're ready to pay for your shopping please proceed to the checkout. In case you have any trouble, here are some more detiled instructions on how to use our website. How does the basket work?The basket is very much like a real shopping basket: find the products you'd like to buy, place them in your basket then head to the checkout. Is it safe to shop online at www.pots-and-pans.co.uk?Yes, definitely. Our website has been using the Secure Socket Layer (SSL) encryption method for payments since 1999 and has never had any problems with security. However if you're still wary, you can call our friendly Customer Service team on +44 1877 332 701 and place your order over the phone if you'd prefer. I'm having problems with the Pots and Pans website. What should I do?Try reopening your browser or even 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 here. What's the Pots and Pans policy on privacy and security?Your 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 here. 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 and for larger orders we can accept bank transfer. We are happy to accept payment by cheque although despatch will only be made after payment has cleared. Read more about ways to pay. 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 whilst viewing your basket, and press enter. The value of the coupon will then be automatically deducted from your order. What is the Credit Card Security Code/Card Verification Value (CVV)?It's the 3-digit number printed on the back of your credit/debit card. Or if you have an American Express card, it's the 4-digit number on the front (usually top right) of your card. This number 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, making it 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 but once your order has been processed, your Security Code won't be held on file. Do you sell gift vouchers?Not at present, although we hope to do so in the near future. How do I add to my order once I have submitted it?Just call our Customer Services team on +44 1877 332 701 and they will be happy to help you. Can I change or cancel an order?Yes, that's no problem - give our friendly Customer Service team a call on +44 1877 332 701. I received an Out of Stock Notification email from you but it’s been longer than 5-10 days and I still haven’t received my order. Where is my order?The 5-10 days guideline is only that unfortunately, and sometimes we can get your items to you more or less quickly than we expect. We’re very sorry if it’s taking longer than you expected, please email us at admin@pots-and-pans.co.uk, or call +44 1877 332 701, quoting your order number, to request an update on the status of your order. From this we can hopefully give you a more accurate description of your item’s estimated despatch date. How do I return an item I have purchased?Call our friendly Customer Services team on +44 1877 332 701 to arrange this - they'll explain it all to you over the phone. Do I have to pay for returns?No, just follow the instructions above and we'll arrange a 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. An item I bought from you is faulty, who do I contact?If it has been over a year since you bought your item from us then please contact the manufacturer. These details can usually be found in your Guarantee or Care and Use details. If you bought your item from us within the last year, please call our Customer Service team on +44 1877 332 701 (quoting your original order number will help us greatly) and we'll help you resolve this. I received a Dispatch Notification from you but would like to know the whereabouts of my parcel?If we have dispatched your items then you’ll receive tracking details from us via email. Please visit Parcelforce’s Track and Trace Service and enter these details to find out where your parcel is. If you have any problems using this service please click here or call Parcelforce on 08448 00 44 66. Do I have to pay for delivery?If you spend £50.00 or over, UK mainland delivery is free! For orders up to £49.99, delivery is £4.95. Find out more about delivery here. How long do I have to wait for my order to arrive?3-4 working days with standard delivery or around 24 hours with express delivery. There are exceptions though - please see our delivery page 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'll try and leave it with a neighbour or take it to your nearest Post Office. They should leave a card for you with contact details if this happens. Do I have to sign for my parcel?Yes, we use a signed for service. If you're aren't happy for a neighbour to accept delivery on your behalf if you are out please let us know in the special delivery instructions box during checkout. What if I am out when the courier tries to deliver?If you are not at home when they attempt to deliver, they'll try and leave it with a neighbour or take it to your nearest Post Office. They should leave a card for you with contact details if this happens. Can I have my items delivered to more than one address in the same order?No, unfortunately you can only get your order sent to one address. However, you can always create multiple orders with different addresses for each (but you will have to pay for each delivery separately). 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 an item is out of stock, we won't charge you any extra to deliver it when it comes back into stock. 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 here. 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. Can I send my parcel to an address other than my billing address?Yes - just enter the delivery address details as you checkout. Where is my nearest store?
Do your stores 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. How do I contact Pots and Pans?You can call, fax, email and write to us, or even come in and see us! Take a look at the contact us page for the details. |
