Do I need to register for an account to place an order?
No. but creating an account is recommended, you can register for an account here, registering for an account has the benefit of being able to see your account & order history, and gives you the eligibility for special discounts.
Is there a minimum amount required to order?
Yes. in order to sustain the low pricing on our site, there is a minimum order amount of £25.
My orders value is greater than the minimum £25 required for free shipping, but when using the discount code, it's less, am I still eligible for free shipping?
Unfortunately, you will have to pay for shipping.
How do I place an order other than online?
You can place an order through the phone by contacting our dedicated customer service team on 020-3519-0267 and we will be more than happy to assist you, or by sending an email to email@example.com.
How do I place an order from outside the United Kingdom?
To place an order from outside the UK, please contact us at 020-3519-0267 or by sending an email to firstname.lastname@example.org and we will be more than happy to assist you.
To which countries do you ship?
We currently ship to the United Kingdom and the EU, for shipping to the EU please contact us on 020-3519-0267 or send us an email to email@example.com
How long does shipping take?
Shipping within the UK usually takes between 2-4 business days, for more details check out our shipping policy.
Shipping to the EU depends on each country and which day of the week the order was placed, a delivery time will be given when placing your order.
Is the price I see on the product page for a dozen or a single product?
In general, the price on our site is per product, unless otherwise stated in the title or product description, that it's sold per dozen or case, then the price will be per dozen or case.
We have a Restaurant is there any way of getting lower pricing on high volume orders?
Yes, there is special pricing for Restaurants, Hotels, Schools, Care homes, etc.. Please contact our sales team on 020-3519-0267 or by sending an email to firstname.lastname@example.org, and we will get back to you shortly.
What Payment methods can I use to pay for my order?
We accept all major credit cards including Master Card, Visa, American Express, you could also pay using PayPal at checkout on our website, for payments by Bank transfer the order will be placed on hold until the payment has been received, for interest about our 30 day credit, please our sales team at 020-3519-0267 or send an email to email@example.com.
In what currency are the pricing on your website?
Pricing on our site is in GBP, and all payments will be charged in GBP.
How do I return or exchange the product I ordered? or, What if I receive the wrong product?
If for some reason you want to return or exchange the product you ordered, please keep it in the original packaging, please note items will only be refunded if the item is in the original packaging and in a reselling condition, please contact our customer service team, they will provide you with a Return Authorization (RA) code, for our full return policy click here.
What happens if I received a damaged or wrong product, who will pay for the return shipping costs?
Kitchway will pay the return delivery costs for wrong products sent, and for the product that was reported damaged within 24 hours of delivery, we kindly advise to check the items upon delivery.
How will I get refunded once the returned item is sent back and approved?
You will be credited on your original form of payment. Credits are issued 3-5 business days after returns are approved and received, and could take up to 10 days to show on your account.
Or there is a possibility to get credit on your account for that amount.
Can products bought using Discount codes or at sales price etc... be returned?
Products bought during a promotion or daily deals or using Discount codes cant we returned or exchanged.
How do I return a product from outside the United Kingdom?
Please contact our customer service team on 020-3519-0267 or by sending an email to firstname.lastname@example.org, and they will happily assist you.