Frequently Asked Questions

You'll find lots of useful information below to help answer some of your most common questions.

Website Orders

Q. I live outside the UK, can I order on your website?
A. At present our websites only service orders and deliver items to customers in the United Kingdom. Please contact us if you wish to have a parcel sent to an address outside the UK.

Q. Why isn’t my discount code working?
A. All our discount codes are subject to terms and conditions. Please visit the ‘Terms & Conditions’ section on the corresponding website.

Q. How will I know if you have received my order?
A. You will receive an order confirmation email shortly after submitting your order. If you do not receive this acknowledgment after 1 hour then please check your spam/junk folder.

Q. Can I change my order?
A. As we aim to despatch all orders within 24 hours, there is a very small window to make any changes. Please contact us as soon as possible.

Q. How can I cancel an order?
A. Please contact us as soon as possible.

Q. How do I return an unwanted, incorrect or damaged order?
A.   If you purchased one of our products from elsewhere then please contact the retailer in the first instance. To return any faulty, damaged, unwanted or incorrect product, please submit a claim*.
*please state if you prefer an exchange or refund

Q. Do I have to pay to return my order?
A.  We will refund returns postage costs on faulty goods only.

Q. How long does it take to get my refund after the product has been sent?
A. Please allow a maximum of 28 days.

Delivery

Q. How can I track my parcel?
A. If we have sent your parcel using DPD, you are able to track your item’s delivery process using the tracking code provided by DPD via email or text. You can track your order online here via the DPD website. Smaller items are usually sent with Royal Mail, untracked.

Q. Can I request a specific day for delivery?
A. If your item has been sent with DPD, then you can make any changes using their in-flight options accessible on their text or email notification.

Q. Can I change the delivery address?
A. If your item has been sent with DPD, then you can make any changes using their in-flight options accessible on their text or email notification. For smaller items that may have been sent with Royal Mail, we regret that once these are despatched we cannot change the delivery details.

Q. How long will it take for my parcel to be delivered?
A. We aim to have the item arrive at your chosen delivery destination between 2-5 days of you placing your order with us. If you do not receive your order within this time frame, please allow for 7 days for delivery before contacting customer service. Seasonal & peak times of the year may affect our processing and despatching times. At these infrequent peak times your order may take longer to despatch.

Q. Do you ship to PO Box addresses?
A. No, the couriers we use do not deliver to a PO Box.

Q. Do you ship outside the UK?
A. At present our websites only service orders and deliver items to customers in the United Kingdom.

Guarantees & Returns

Q. Do I need to register my guarantee?
A. No, you just need to retain your proof of purchase.

Q. What will void the guarantee on my cookware?
A. Please refer to the terms and conditions in the use and care information that came with the item. Most guarantees do not cover general wear and tear, accidental damage or misuse.

Q. How do I know if my product is covered by the guarantee?
A. Each product comes with its own guarantee period ranging from 12 months to a lifetime. If you believe your product is faulty and covered by the guarantee then please submit a claim.

Q. How do I claim under the guarantee?
A. You would need to contact the seller in the first instance. If the product was purchased from us, please submit a claim.

Q. Do I need my receipt to make a claim on the guarantee?
A. Ideally, yes. However we may still be able to assist without the receipt.

Q. How can I return my item? Can I drop it off?
A. We do not have a drop-off facility. You would need to return via the Post Office or other courier.

Q. Where do I send my product?
A. Customer Service Centre, Meyer Group Ltd, Wirral International Business Park, Riverview Road, Bromborough, CH62 3RH

Q. Do I have to pay to return my product?
A. Yes. However we will refund returns postage costs if the goods are found to be faulty.

Q. What else should I include when returning my product?
A. Your returns reference, a covering letter and any accessories that were supplied with the product.

Q. How long will it take for you to asses my guarantee claim?
A. Please allow a maximum of 28 days.

Q. Can I send photos of my product instead?
A. Yes, please submit a claim with photographs attached*.
*You may still be asked to return the item for examination.

Stockists

Q. Where can I find local stockist information?
A. Unfortunately we do not have a stockist list by region.

Q. How do I know when a product will be back in stock?
A. Please keep checking on online, stocks are updated daily.

Product Performance

Q. Can I download a manual/use and care for my product?
A. No, however we can email this to you.

Q. Where is my product manufactured?
A. We manufacture worldwide, as we are part of the Meyer Corporation.

Q. Can my product be repaired?
A. It depends on various elements the product, what the damage is, how long you have had the product etc.

Q. How do I know if my product is dishwasher safe?
A. It will show the icon below on the packaging and will also advise in the use and care information supplied with the product:
Dishwasher safe symbol

Q. How do I know if I can use my pan on my induction hob?
A. It will show the icon below on the packaging and will also advise in the use and care information supplied with the product. Another way to find out if your cookware is induction suitable is to use a magnet and check if it is attracted to the base of the pan. To be induction suitable, a pan needs to have a magnetic base so if the magnet is attracted to the pan then you will know it is induction suitable. Care must always be taken to lift and not drag a pan across the surface of the hob.
Induction suitable symbol

Q. What do all the different hob symbols mean?
A. Please find the symbols below:
Symbols for hob types

Q. Do stainless steel handles get hot?
A. Stainless steel itself is a relatively poor conductor of heat.  However, depending upon the length of cooking time and the temperature used, they will conduct some heat. The sensitivity of the individual user can also affect the amount of “hotness” that is felt which is why we would recommend using an oven glove. 

Q. Is aluminium safe?
A. Yes, all the materials we use in our products are food contact safe.

Q. Is non-stick safe to cook with?
A. Yes, all the materials we use in our products are food contact safe. 

Q. What temperature can my glass lid withstand?
A. The maximum temperature our glass lids can withstand is 180°C.

Newsletter/Mailing list

Q. How do I unsubscribe?
A. There is an unsubscribe link at the bottom of each email we send, please click on this if you no longer wish to receive our newsletters. Alternatively you can log into your account, click on Newsletter Subscription and select ‘unsubscribe’.