Currency

FAQs

MY ACCOUNT

1. Do I have to create an account?

2. What is my username?

3. What happens if I forget my password?

ORDERING

4. How do I place an order with you?

5. I just want to order a few things to cook with at home – is that OK?

6. What payment methods does Sous Chef accept?

7. Does Sous Chef accept payment in other currencies?

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

9. I made a mistake with my order – how can I change it?

10. My order is a gift – can you leave out the invoice?

11. How much is delivery and how long will it take?

12. Can I send a parcel to an address other than my home address?

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

14. Can I track my order?

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

RETURNS

16. I've decided I don't want to keep my items - can I return them to you?

17. What if my item is damaged or faulty?

18. Why does the refunded amount not include delivery?

PRICE MATCH

19. I’ve seen a product that you sell cheaper somewhere else – does Sous Chef price match?

Answers

MY ACCOUNT

1. Do I have to create an account?

If you are placing an order on the website for the first time, you will be asked to create a password to set up a Sous Chef account. The account will save your order history and multiple address details for a faster checkout process in the future. It will also allow you to track the status of any orders you have in progress. With a Sous Chef account, you can also create a wishlist that you can share with friends and family – great for letting everyone know what you want for your birthday, wedding or Christmas present!

If you are ordering with us over the phone you can ask us not to create an account for you. However, if you subsequently wish to place an order on the website you will still be prompted to create an account.

2. What is my username?

Your username is the e-mail address you use when you order with Sous Chef.

3. What happens if I forget my password?

On the sign in page click on the ‘Forgot Your Password?’ link underneath the username and password fields. You will receive an e-mail with a link to reset your password.

If you do not receive the e-mail or have any other concerns, please e-mail or call our customer services – our friendly staff are happy to help! You can find all of our contact details on our contact us page.

ORDERING

4. How do I place an order with you?

Ordering through the website is the quickest way – just add products to your basket as you move around the website, then click the little shopping basket icon at the top of the page when you’re ready to check out.

Alternatively, you can give us a ring – we’re always happy to take orders over the phone. You can find all of our contact details on our contact us page.

5. I just want to order a few things to cook with at home – is that OK?

It certainly is! In fact, that’s why we’re here. At Sous Chef, we know that it can be difficult to find those authentic ingredients if you’re not in the restaurant industry. But we believe that everyone should be able to cook the food they love with the best, most authentic ingredients. So whether you just need one essential ingredient or are looking to completely overhaul your storecupboard, Sous Chef can help.

6. What payment methods does Sous Chef accept?

On the Sous Chef website, you can pay using:

  • Visa (including Visa Debit and Visa Electron)
  • MasterCard
  • Delta
  • Maestro
  • American Express
  • PayPal

If you are ordering with us over the phone, you can pay using:

  • Visa (including Visa Debit and Visa Electron)
  • MasterCard
  • Delta
  • Maestro
  • American Express

7. Does Sous Chef accept payment in other currencies?

We currently only accept payment in Pounds Sterling (GBP) or Euros (EUR), though you are welcome to pay with a non-UK or non-EU 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.

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

As soon as you have completed your order you will receive an order confirmation by e-mail. If for any reason you are not sure if your order was successful, please contact us. You can find all of our contact details on our contact us page.

9. I made a mistake with my order – how can I change it?

If your parcel is still in our warehouse, we can make amendments to the delivery address, add or remove items, or cancel your order completely.

If your order has already been despatched, we may still be able to amend delivery address details, although it may delay your parcel – please contact us for advice.

To find all of our contact details, please go to our contact us page.

10. My order is a gift – can you leave out the invoice?

Of course! If you are ordering from a desktop computer or laptop, you will have the option to add a gift message at the checkout. Pop your message in there, and we’ll print it on a special postcard. We’ll put this in the parcel instead of the invoice, and we’ll also add some pretty tissue paper so the recipient can unwrap a great gift.

If you are ordering from a smartphone or other mobile device, please contact us via e-mail or telephone as soon as you have placed your order to get your gift message added. To find all of our contact details, please go to our contact us page.

11. How much is delivery and how long will it take?

We offer free standard UK delivery on orders over £35, or £3.50 for all orders under £35. Standard delivery takes 3-5 working days.

In a hurry for that vital ingredient? No problem! We offer express UK delivery for £6.95, or free on orders over £75. This will arrive the next working day for orders placed before 5pm Monday-Friday. Delivery excludes Saturdays.

For a full list of our delivery options and timings within the UK and EU, please see our delivery page.

12. Can I send a parcel to an address other than my home address?

Absolutely! When you get to the checkout page and fill in your billing address, you will see a tick box labelled ‘Use My Billing Address Above’. Untick this box, and another field will appear that lets you enter a different address for delivery. This could be a business address if you prefer to receive your parcels at work, or it could be the address of someone you wish to send a gift to.

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

As soon as your order has been shipped, we will send you an e-mail to let you know. The e-mail will show a final summary of the items in your order, the delivery address and shipping method.

14. Can I track my order?

Once your order has been collected by one of our couriers, you should receive an e-mail from them with your tracking details.

If you have not received your tracking details or have any other concerns, please send us an e-mail or give us a call – our friendly staff will be able to help. You can find all of our contact details on our contact us page.

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

For orders placed with Express delivery we can change the delivery address up to two hours before your parcel is due to be delivered. Please be aware, this will delay your delivery by 24 hours.

For orders placed with Standard delivery we cannot guarantee that an address change can be made after shipment, so please make sure you provide a correct delivery address at the checkout.

If you realise very soon after placing the order that there is a mistake with the delivery address, please let us know by phone or e-mail as soon as you can so we can update the details for you. You can find all of our contact details on our contact us page.

RETURNS

16. I've decided I don't want to keep my items - can I return them 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. If you are returning part of a larger order, we regret that we cannot refund delivery costs. Please see below for more details.

Please contact us via e-mail or telephone if you wish to return any goods, and we can advise you on what to do. You can find all of our contact details on our contact us page.

17. What if my item is damaged or faulty?

Don’t panic! In the unlikely event that you receive damaged or faulty goods, we will replace them free of charge.

If you have received a damaged item, let us know what happened and send a photo if you can – it will help us to stop it happening again. Please let us know as soon as you discover the damaged item so we can send a replacement right away.

If you have received a faulty item, we will arrange for a pre-paid returns label to be sent to you. We will inspect the item when it arrives, and will issue a replacement or a full refund as you prefer.

18. Why does the refunded amount not include delivery?

We regret that we can only refund delivery costs in instances where:

  • You are returning a whole order
  • Products have arrived faulty (see above)
  • We have sent an incorrect product
  • The courier has made a mistake
 
PRICE MATCH

19. I’ve seen a product that you sell cheaper somewhere else – does Sous Chef price match?

If the product you’ve seen elsewhere is exactly the same as something on our website (the same model, size and colour/accessories), is from a reputable UK-based retailer, and is in stock available for immediate purchase and despatch, we can price match. Reputable retailers include well-known high street stores in the UK, their online equivalents, department stores and even Amazon.

Please be aware, we can only price match with Amazon if the product is being sold directly by Amazon UK. We cannot price match with eBay, Amazon Marketplace sellers, or retailers based outside of the UK.

In order for us to price match, please e-mail our customer services team with a link to the product you have found. Please confirm the size and colour (if applicable), and price you would like us to match. Our team will take it from there and get back to you with the result.

You can find our customer service e-mail and all other contact details on our contact us page.

Have a question that isn’t here?

If your question hasn’t already been answered here or you need any further assistance, please get in touch using one of the methods on our contact us page.