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FAQs

ORDERING

1. Can I order over the phone?

Yes - we would be delighted to hear from you. Call us free on 0800 270 7591, or from mobiles or outside the UK +44 20 7998 5066. Lines are open 9 am to 5pm Monday to Friday.

2. I am having difficulty placing an order

Oh no! Please call us on 0800 270 7591 or from mobiles or outside the UK +44 20 7998 5066, or email hello@souschef.co.uk and we will do all we can to help.

3. Is it safe to order on the Sous Chef website?

Yes. Our payments are handled by Sage Pay – the industry standard payment gateway – to ensure maximum security. No credit card information is stored on the Sous Chef site itself. The Sage payment gateway, which is Level 1 PCI DSS compliant, processes payments for thousands of online businesses, including ours. It is Sage Pay’s utmost priority to ensure that transaction data is handled in a safe and secure way. Once on the Sage Pay systems, all sensitive data is secured using the same internationally recognised 256-bit encryption standards.

4. What payment methods does Sous Chef accept?

Sous Chef accepts the following payment types:

  • Visa
  • Visa Debit
  • MasterCard
  • Delta
  • Maestro
  • PayPal
  • American Express

If your preferred payment method is not listed please contact us on hello@souschef.co.uk or 0800 270 7591.

5. Do you accept payment in other currencies?

We currently only accept payment in Pounds Sterling (GBP) though you are welcome to pay with a non-UK credit or debit card. The amount will be charged in your local currency, adjusted for your card issuer’s exchange rate and fee if applicable.

6. How do I place an order?

At Sous Chef we strive to make your shopping experience as easy and secure as possible. To place an order through the website, browse the site and add the items to your cart. Once you have finished shopping simply go to basket page, confirm the items you would like to order, choose the method of shipping you would like and continue to payment. If you are happy with your order, confirm the payment and the item(s) will be dispatched as quickly as possilbe.

You can also order by telephone. Call us free on 0800 270 7591, or from mobiles or from outside the UK +44 20 7998 5066. Lines are open 9 am to 5pm Monday to Friday.

7. Can I change my order once placed?

Yes! However, where possible we aim to despatch parcels the same day the order is received, so please make sure you're quick. Sadly we cannot amend an order once it has been dispatched. If there are any items you've forgotten, please send us an email, or call us to check that your order hasn't yet left us, and then we may well be able to put the additional order through without charging you a second delivery charge. 

8. How do I know if my order was successful?

If your order is successful you will receive an automated email to confirm your order has been received, and is being processed. This means the payment was successful, however if an item is unexpectedly not in stock, or we see there may be a security issue with the payment, we will contact you as soon as possible to resolve the situation. You will receive a second email when your item(s) have been dispatched.

If you think you have placed an order, but have not received any emails from us, please call or email us to confirm we have received your order. It might be something as simple as the order going through correctly, but an error in entering your email address. However very occasionally an order might not come through to us for another reason. It's always worth checking, especially if you need the items quickly.

9. What if my order is incorrect?

If you have noticed that there has been a mistake with your order, please contact us on 0800 270 7591 or email us at hello@souschef.co.uk. Please try to include your order reference, and we'll make sure we sort it out as quickly as we can.

SHIPPING

10. When will I know my order has been shipped?

We send an email confirming shipment towards the end of the day that your parcel leaves our distribution centre. The email will let you know the items sent, the address they have been sent to, and a tracking number where appropriate.

11. Can I track my order?

If you have selected "Express Delivery" at checkout, your order will be sent with an express courier service, and you can track your order using the tracking number contained in the shipment confirmation email. If you are concerned about another parcel, please give us a call and we will be able to help. 

12. How much is shipping and how long will it take?

Please see our Delivery page.

13. I'm in the UK and my order is small - do I still have to pay for delivery?

Yes but only £2.99 if your order is below £30 - and free if you spend £30 or more so continue shopping!

14. Does Sous Chef ship to multiple addresses?

We can ship to addresses other than the cardholder’s address, but we only ship to one address per order. If you would like items in your order to be shipped to multiple locations you will need to place separate orders for each address.

15. Can I change my delivery address once the order has been shipped?

We are unable to redirect orders to a different address after dispatch. Please therefore ensure you provide a correct and suitable shipping address for the specified delivery times. However, if you realise very soon after you place the order that the address is incorrect (or incomplete!) please contact us. Call on 0800 270 7591 or from mobiles or outside the UK +44 20 7998 5066, or email hello@souschef.co.uk and we will do all we can to help.

16. Is my package insured?

All items are insured against theft and accidental damage whilst in transit from Sous Chef to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by our insurance.

If your package is damaged upon arrival, we recommend that you either refuse the delivery, or make a note when signing for it that you are accepting a damaged package.

17. Do I have to pay customs / import charges?

Import duties and customs policies vary widely from country to country and as a result we have no control over their charges nor are we able to estimate the cost of these charges. Your parcel can be also delayed by customs and subsequent charges can be applied over which, unfortunately, we have no control.

Duties are charged once the parcel arrives at its destination, all of which must be paid by the recipient of the parcel. We suggest you contact your local customs office for current charges before placing an order to avoid any unexpected costs.

RETURNS

18. What if my item is damaged or faulty?

If you believe your purchased item may be faulty or damaged please contact us. We will aim to resolve any issue with a faulty item as quickly as possible but we need you to tell us as soon as you discover the fault so we can resolve the issue for you.

Please include as many details as possible about the order and the problem with the goods and we will do our utmost to resolve the problem.

19. Can I return my items to you?

At Sous Chef we want you to be delighted every time you shop with us.

Occasionally though, we know you may want to return items. If you change your mind you are welcome to return your purchase in its original condition within 30 days for a refund (excluding delivery costs). Please contact us if you wish to return any goods.

In the unlikely event that you receive faulty goods, we will replace them free of charge. Please contact us for instructions on how to return the goods as is this case we will meet the cost of return postage, though only if this is arranged through our authorised carriers. Once we have the goods back, we will issue a full refund or send replacements, as you prefer.

20. Why does the refunded amount exclude delivery?

We do not refund postage and packing charges unless the item ordered was faulty.

Need more help?

If you need any further assistance please do not hesitate to contact us via e-mail, hello@souschef.co.uk, or by phone, 0800 270 7591, or from mobiles or outside the UK +44 20 7998 5066.