FAQs

You can choose to check out as a guest without needing to create a Sous Chef account. However, an account will save your order history and multiple address details for a faster checkout process in the future. 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, your e-mail address will be saved but no account will be created. If you subsequently wish to register for an account on the website, your e-mail address will be recognised and you will receive an Account Activation e-mail.

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

On the login 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 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.

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.

Sometimes it’s just a few days, and sometimes much longer. And sadly, we often don’t have a good heads up from suppliers until it arrives. The best way to find out is just to enter your email address in the 'notify me when available' section on the product page and you’ll receive an email the moment it arrives.

On the Sous Chef website, you can pay using:

Visa (including Visa Debit and Visa Electron)

MasterCard

Delta

Maestro

PayPal

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

Visa (including Visa Debit and Visa Electron)

MasterCard

Delta

Maestro

PayPal (we will send you an email invoice after we have taken your order over the phone so that you can make payment)

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.

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.

Our team will make every effort we can to either cancel or change an address to your order ahead of its fulfilment at our warehouse.

However, if your order is in the process of being fulfilled, we are unfortunately unable to stop your order or make any changes to the items included.

You still have the option available to return your order to us within 30 days of delivery. For more information please see our returns page.

If you require any support in cancelling an order or changing an address, you can find all our contact details on our contact us page.

Of course! We no longer include the invoice in our parcels, but a downloadable copy can be found at the bottom of your order confirmation.

If you include a gift message at the checkout when placing your order, we will print this on a card and include it in the parcel. The parcel will then be packed with a sheet of Sous Chef tissue paper on the top, so it feels like a thoughtful gift.

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

Please see our delivery page.

Absolutely! When you get to the checkout page, you'll first be asked to enter your shipping details. This can be your home address, 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.

When you proceed to the payment information stage, you will see a section called 'Use a different billing address' underneath the payment methods. Tick that box and a new field will appear for your billing address.

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.

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.

For orders placed with Express delivery we can try to 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 as soon as possible so we can try to update the details for you. You can find all our contact details on our contact us page.

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 here for more details.

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 damaged or faulty goods or the item is not as expected, please contact us at hello@souschef.co.uk before sending anything back so that we can resolve the issue at no cost to you in the best way possible. We may be able to resolve the issue without troubling you to return the affected item.

Please include a photo of the problem in your message and let us know whether you would prefer a replacement, refund or repair.  Our customer service team will then seek to put the matter right as quickly and as satisfactorily as possible.

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

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.