It is possible to cancel your order if it hasn’t been sent. Contact us and we will help you. If your order has been sent, you will have to return the products in order to receive a refund. The freight will not be refunded. It is not possible to change your order once it has been submitted. This also includes changing the size or color of a product, removing an item, changing the delivery address or payment method. All packages are sent via UPS from our warehouse in London. Your order will be sent within 3 working days after it has been placed.
The normal delivery time from the package has left our warehouse is:
2 working days to Belgium
3 working days to United Kingdom, The Netherlands, Germany, Luxemburg and France
6 working days to the remaining destinations in Europe
Other destinations on demand
If nobody is at the address when DPD or UPS makes the delivery, a note is left in the mailbox and DPD or UPS leaves with the package. Another attempt to deliver will be made the next day. A total of three attempts to deliver will be made. If delivery is not possible, the package will be returned to us. When you find the UPS note in your mailbox, contact them to arrange another delivery address,time or tell them the package can be left in your back yard etc.
You can have your package delivered to your work address if this is more convenient for you. This should just be included as Delivery Address. Please note that it is not possible to make a delivery to a PO box.
The freight charge depends on your delivery address.
We ship all over the world, and the freight charge depends on your delivery address and the number of items you purchase.
Find your delivery zone below and see the freight charges – as well as your freight free limit.
Note that any additional custom's charges ar at the charge of the customer.
The exact amount will be calculated on check out and depends on the shipment method you select. We will always evaluate your order to optimise the delivery costs. Therefore the type of delivery can change, but in that case we will always contact you to confirm this.
We want all our customers to receive high quality products. If there is something wrong with the product you have received or if your delivery is not identical to your order (wrong product or if a product is missing), please contact our customer service. If you send us a mail, please include as many details as possible including your order number as well as a picture if there is something wrong with one of the products.
If you are not completely satisfied with your product, simply return the unused product(s) in its original unbroken packaging within 14 days of receipt for a refund.
When we receive the product, we will refund the value of the purchased the product, but not the original freight.
All products must be returned in their original packaging with all enclosed documentation and the packaging cannot be broken or in any other way damaged – neither can the product. Otherwise it will not be possible to obtain a refund.
You always have a 24 months warranty period if something is wrong with the product. Your claim should be send to us as soon as possible.If your claim is justified we will refund your reasonable freight expenses.
Please note that when you return a product it is very important to state the order number as well as your name and address. Without these details we will not be able to process your refund. Furthermore, a detailed description of the problem is necessary – if you have a claim. Remember to provide us with a receipt for your freight charges if we have to reimburse them.
Please enclose a return form with the returned products. You can download the return form here.
Our return address is:The Cook Stays.comTasteTank BVBALintsesteenweg 29c2540 Hove
It can take up to 14 days for us to receive your return, depending on which postal service you use. Once we have received the returned products, we will inspect them and process the refund within 48 hours.