Frequently Asked Questions

• Is it safe to shop on-line at www.cookability.biz?
• Can I turn off https SSL?
• How do I shop on-line?
• When do I have to register / log in?
• What is my username?
• What is my password?
• How can I pay for my order?
• Can I pay for my order by cheque?
• Can I pay by telephone?
• How do I track my order?
• Can I cancel an order?
• Can I change an order?
• How do I add to my order once I have submitted it?
• How do I return an item I have purchased?
• Is a product dishwasher safe?
• What care advice do you have for cookware?
• What care advice do you have for non-stick?
• What happens if I am not happy with the quality of one of your products?
• Are the colours shown on your web site accurate?
• Are the dimensions and weights shown on your web site accurate?
• How will the items I order be packed?
• Can you treat my purchase as a gift?
• Can I return an item for repair bought from elsewhere?
• Am I charged for the items as soon as I order them?
• Why have you charged me twice for a recent order?
• Do I have to pay for delivery?
• How long do I have to wait for my order to arrive?
• Can I specify a day or time for delivery?
• Do I have to sign for my parcel?
• My parcel is late, where is it?
• What if I am out when the courier tries to deliver?
• Can I send my parcel to a different address?
• Can I have my items delivered to more than one address in the same order?
• Can I order from overseas?
• Can I have an order delivered overseas?
• Can I buy on-line and collect in person?
• Where is my nearest store and what are its hours?
• Do you stock all the items that are available on-line in your shop?
• I'm having problems with the Cookability website. What should I do?
• What are cookies?
• What's the you policy on privacy and security?
• How do I delete all the data you hold about me?
• What is the Retail Price that you display for each product?
• I live in GL12, can you deliver a UK package for me?
• Can you provide a VAT receipt?
• How do I contact Cookability?

Is it safe to shop on-line at www.cookability.biz?

Yes. We use high level Secure Socket Layer (SSL) encryption methods which will turn your address bar blue. Our website went live in 2003 and have never had any problems with security as we have implemented excellent data security standards.

Can I turn off https SSL?

Yes. Whilst being very secure SSL can slow your computer down. You can switch off SSL for general browsing by choosing Amend my Details on the Register menu.

How do I shop online?

• navigate your way around our website using the left hand department menu or use the search box (found on the home page or shopping menu).
• find something you like and add it to your basket.
• when you've finished shopping, checkout and pay (from the shopping menu).

When do I have to register / log in?

To make online shopping safe and secure, you'll have to register with us when you're submitting payment or personal details. This info not shared with other companies. We are committed to protecting your privacy.

What is my username?

It is any name that you choose when you register with us. Normally, you need not enter it again after registration as your computer will remember it using a cookie. It is e-mailed to you during checkout and registration.

What is my password?

If you've forgotten it, use the password reminder option from the Register menu and we'll email your information back to you. A few years ago we used to ask you to pick your own password at registration. Recently, we decided it was quicker and easier during checkout if we picked one for you. It is e-mailed to you during checkout and registration. If you are very cautious you can change it on the register - amend my details menu, but we do not retain card details on our system so the risk of misuse is negligable.

How can I pay for my order?

Visa, MasterCard, Maestro, Delta, Electron and JCB

Can I pay for my order by cheque?

Sorry, we cannot take cheques as payment.

Can I pay for my order by telephone?

To provide our very high level of service at our competitive prices all orders have to be placed via the web site.

How do I track my order?

The easiest way of finding out the current status of your order is to use the top Shopping menu and select Order Status. You can also view tracking information and past orders there too.

Can I cancel an order?

Of course. However, if it has already been despatched you will have to return the goods. – use the Message menu to contact us.

Can I change an order?

Maybe! – You will have to contact us fairly quickly as we are quite efficient at wrapping, packing and despatching. Use the Message menu to contact us. Please note that we are unable to charge your card for more than 115% of the agreed checkout amount.

How do I add to my order once I have submitted it?

You will need to contact us via the message system fairly quickly. Please note that we are unable to charge your card for more than 115% of the agreed checkout amount.

How do I return an item I have purchased?

We offer a 'no-worry, no-quibble' 14 day money back guarantee on most purchases. This allows you ample time to inspect the goods and check their suitability, just as you would in our shop but in the comfort of your own home! Please check the Info, Refunds and Returns menu item for more details.

Is a product dishwasher safe?

Not a straightforward question to answer, click here for more information. However, for total care, even if a product is dishwasher safe, we would normally recommend hand washing in soapy water, rinsing then immediately polishing dry with a soft cloth.

What care advice do you have for cookware?

General care & use instructions are included with each cookware product. If missing they would include: Remove all labels, wash in hot soapy water and dry. Always use moderate to low heat and do not let the pans boil dry. If you should boil a pan dry do not move it. Turn off the heat source and allow the pan to cool before moving it. Excessive heat can spoil the appearance of a pan by causing discolouration of the surface. Quite often such marking can be cleaned off with stainless steel cleaner.

Do not allow a gas flame to extend up the sides of a pan as this could damage handles. Reduce the heat as soon as boiling point is reached never leave a pan unattended on a heat source and please be extra vigilant when cooking with children present turning pan handle inwards where possible if you have a glass lid please remember that even toughened glass can break under certain circumstances.

Never add salt to a pan of cold water as this could cause pitting in stainless steel. Hard water can sometimes cause surface marking and when pans are new you can sometimes get marking from starchy foods like pasta or potatoes. In both cases our stainless steel cleaners will make a good recovery job.

What care advice do you have for non-stick?

Generic advice here, click here for more information. However, use low heat and vegetable oil is a fair summary.

What happens if I am not happy with the quality of one of your products?

If you are unhappy with the quality any of our products you can return them for a full refund under our 14 day money back guarantee, there are a few exceptions which are noted in the product descriptions. Details on the Info menu.

We sell good quality products from various manufacturers using a variety of different manufacturing techniques. Sometimes, by their nature, products that we sell may have small imperfections in the finish. However, we use our experience and if we notice anything that is out of the ordinary, for a particular product, we will not despatch. All of our products can be purchased from our retail shop if you have specific requirements.

Are the colours shown on your web site accurate?

We endeavour to show colours as accurately as we can, however there maybe variations. All of our products can be purchased from our retail shop if you have specific requirements, samples swatches maybe available for some products. Please note that colour difference is not a defect but if you are unhappy with the colour you can return most items for a full refund under our 14 day money back guarantee. Details on the Info menu.

Are the dimensions and weights shown on your web site accurate?

We endeavour to offer dimensions and weights as accurately as we can, however there maybe variations with the actual product. Note that industry convention is that capacities quoted are maximum vessel capacity (kettles, saucepans etc.), where appropriate we will indicate 'usable' capacity. Most products are manufactured for domestic use, unless otherwise stated. Please note that dimension and/or weight variation is not a defect, but if you are unhappy you can return most items for a full refund under our 14 day money back guarantee. Details on the Info menu. All of our products can be purchased from our retail shop if you have specific requirements. Tolerances may vary.

How will the items I order be packed?

We aim to keep our packaging to a minimum to reduce waste and impact to the environment; this has to be balanced against the fragility of the products to prevent transit damage. Many items that we sell are supplied to us unboxed, so some items may arrive to you in bubble wrap and recycled packaging. Where products are described as ‘gift-boxed’ we will provide additional packaging to ensure both product and gift-box arrive in excellent condition. Damaged packaging is not a fault as packaging is intended to protect the contents from damage. You can return items for a full refund under our 14 day money back guarantee, there are a few exceptions to this which are noted in the product descriptions.

Can you treat my purchase as a gift?

Our picking lists and sales receipts have prices listed but if you ask before we send the goods we should be able to obscure prices. We may be able to include additional packaging to protect the product boxes too. Please message us to request this before we send the goods. Also note that the recipient will become responsible for return costs etc.

Can I return an item for repair bought from elsewhere?

We strive to provide a high level of service and offer quality products and honour all warranties and guarantees on the items that we sell. However, as we are easily found on the Internet it is not viable for us to provide support and service for items purchased elsewhere. To resolve, you need to return the item to the outlet where it was originally purchased.

Am I charged for the items as soon as I order them?

No - we'll only charge you when your items are ready for despatch or, in certain circumstances, when we place your order with a supplier for direct shipment.

Why have you charged me twice for a recent order?

We only charge you once, when we despatch. What you are probably seeing is an internal banking transaction called a 'shadow' to the value of £1GBP, which is used to validate your card and ensure that there are funds available. These transactions are not normally seen by bank customers and will never appear on a printed bank statement. Some banks incorrectly display these transactions via Internet banking services. They are beyond our control, however as they are transient they will disappear in a few days. You can seek reassurance from your bank, if you wish.

Do I have to pay for delivery?

Yes, our prices are very competitive and we charge a fair price for delivery. Orders over £40 are carriage free. See the Info, Delivery Information for more information.

How long do I have to wait for my order to arrive?

Normally a few days, you can choose from a range of delivery methods at check out. See the Info, Delivery Information for more details.

Can I specify a day or time for delivery?

No, but you can specify next day delivery. Contact us via the message menu if you want us to hold the order and despatch on a particular day. See the Info, Delivery Information for more details.

Do I have to sign for my parcel?

Yes, normally you have to sign for your parcel. However, small items sent 1st or 2nd class will be posted through your letterbox.

My parcel has not arrived, where is it?

First check your order status on the Shopping menu. As you can choose a variety of delivery methods at checkout, please check our estimated transit times page for more information.

What if I am out when the postman/courier tries to deliver?

They'll will normally, but not always, 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, you have the option of choosing a different delivery address providing you are ordering in the UK. Orders for export have to be shipped to the cardholder billing address only.

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.

Can I order from overseas?

Yes, providing the goods are to be delivered to the cardholder billing address.

Can I have an order delivered overseas?

Yes - although delivery will cost more. It may also be worth checking about destination country import duties and customs clearence charges too.

Can I buy online and collect in person?

Yes – This is a good way to reserve stock. We will keep the items in reserve at the retail shop for two days. Please bring the card you used for the transaction (UK Cards only) with you to complete the sale.

Where is my nearest store?

Wotton-under-Edge, Gloucestershire. Wotton-under-Edge is a small market town in the Cotswolds with lots of great shops and a fantastic new cinema. So why not visit and make a day of it! We are open 10am-3:00pm Tuesday - Saturday.

Do you stock all the items that are available on-line in your shop?

Everything! Plus around 5,000 other items. We also have agreements with the manufacturers of selected items where they hold stock on our behalf. Please be aware that our stock position changes constantly! Please reserve stock online before travelling to the shop as our stock position changes constantly.

I'm having problems with the Cookability website. What should I do?

Try restarting your computer - this often fixes temporary problems.

What are cookies?

Computer cookies are small pieces of information that are stored on your hard drive by your browser that allow the website to remember something about you at a later date. You can switch them off (although parts of our website and many other sites won't work properly if you do) - refer to your computer's help section to find out how to 'block cookies'.

What's the your 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 personal information is safe with us. We never sell or share any information we have about you. See the menu option Info, Privacy Policy and Info, Security Policy for more details.

How do I delete all the data you hold about me?

We have no means of deleting an individuals data from our systems. Whilst we fully comply with the UK Data Protection Act there are a number of other considerations relating to the retention of data on our systems to ensure compliance with other aspects of law and best practice guidance. To ensure we don't bother you please use the Amend my details on the Register Menu and choose opt-out of mailings.

What is the Retail Price that you display for each product?

This price is the price that the UK distributor recommends that we sell the product for including our local sales tax. The intention is to help standardise prices in the UK market. The Retail Price of a product may change over time. This information is normally updated on our web site when the distributor publishes a new price list.

I live in GL12, can you deliver a UK package for me?

Yes, to most UK postcodes. Upto 30kgs spread over 4 boxes to the same address. Click here to add a UK delivery to your shopping basket. Checkout will calculate any surcharges.

Can you provide a VAT receipt?

All orders are supplied with a VAT receipt as part of address label in the 'Documents Enclosed' pouch. There is a charge of £3GBP to produce and Second Class post a duplicate within UK or just 5p if added to another order. International Airmail will be charged accordingly. Click here to add a duplicate receipt from your previous order to your shopping basket.

How do I contact Cookability?

For a prompt response please use the messages menu on the web site. Shop staff do not have the facilities to deal with internet enquires, telephone orders or offer accurate stock levels, which is why we prefer you not to call the shop directly.