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Personal Customer Service
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FAQs

Order Status

• Has my order shipped?

• How do I change quantities or cancel an item in my order?

• How do I track my order?

• My order never arrived.

• An item is missing from my shipment.

• My product is missing parts.

My Account

• How do I create an account?

• How do I edit my account information?

• How much is my shipping?

• I forgot my password.

• How do I return my product?

• I received the wrong product.

• What is your return policy?

• When will my order ship?

 

International Shipping

• Do you ship to my country?

Guarantees

• Product Guarantees

• Privacy Policy

• Security

 

Pricing and Billing

• I have a question on my charges.

• I need a copy of my receipt/invoice.

• When will my credit appear on my account?

• When will my credit card be charged?

 

Additional Support

• How do I contact you?

 

Order Status

Has my order shipped?

Click the "Sign in / Register" link at the top right hand side of our site and select “My Account”. Select “My Orders” on the left hand side to check your orders status.

How do I change quantities or cancel an item in my order?

Click the "Sign in / Register" link at the top right hand side of our site to view orders you have placed. Then click the "Change quantities / cancel orders" link to find and edit your order. Please note that once an order has begun processing or has shipped, the order is no longer editable.

How do I track my order?

Click the "Sign in / Register" link at the top right hand side of our site and select “My Account”. Select “My Orders” on the left hand side to check your orders status.

My order never arrived.

Give us a call on 01629 812620 or email sales@bakewellcookshop.com and we’ll look into it.

An item is missing from my shipment.

Give us a call on 01629 812620 or email sales@bakewellcookshop.com and we’ll sort this out.

My product is missing parts.

Give us a call on 01629 812620 or email sales@bakewellcookshop.com and we’ll see what’s gone wrong. We’ll do our best to get a replacement out to you next day.

My Account

How do I create an account?

1) Click the "Sign in / Register" link at the top right side of our site and select “Login”

2) Click the orange “Create an Account” button

Then simply follow the prompts to complete setting up your account. Your information is NEVER sold or given to any other company and is kept completely private. Please view our Privacy Policy for more information.

How do I edit my account information?

Click the "Sign in / Register" link at the top right side of our site and select “My Account”. Login using your username and password. On this page you can edit your contact information, update your newsletter subscription preferences and adjust your billing and default shipping addresses. PLEASE NOTE: If you wish to change the delivery address for an order you have just placed, please email sales@bakewellcookshop.com and we’ll do the rest.

How much is my shipping?

Shipping is automatically calculated prior to submitting your payment information.  Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices. Don’t forget shipping is free on orders over £40!

I forgot my password.

Click the "Sign In / Register" link at the top right hand side of our site. Under the login box you'll see a link that says "Forgot Your Password?”. Follow the instructions to request an email link to reset your password.

How do I return my product?

Please click here for more information on returning an item.  LINK TO RETURNS PAGE

I received the wrong product.

Woops! Sorry, these things can happen from time to time. Please call us on 01629 812620 or email sales@bakewellcookshop.com and we’ll get that sorted for you.

What is your return policy?

You have the right to return your order up to 14 days from the day you receive you goods. Maybe it wasn’t quite the right colour or you simply changed your mind – it’s not a problem.

If you wish to exchange or have your order refunded, please return the item(s) unused and in the original packaging and condition, to the following address:

Refunds and Exchanges

Bakewell Cookshop

10 Matlock Street

Bakewell

DE45 1EE

We’d appreciate a quick email to sales@bakewellcookshop.com so we know to expect it. This will speed up the refund process for you, which will usually be processed on the day we receive the returned goods and certainly within 10 days.

If an item is faulty or has been damaged on its way to you, we will cover all costs for postage and packaging and either refund or exchange the goods. When returning items that are faulty, we recommend sending them by Royal Mail Second Class Post. If the package is too heavy to go second class please send by Standard Parcels. If you choose to send it back by another more expensive method then we will refund you the amount it would have cost to send by Second Class Post or Standard Parcels. When returning items please always ensure that you retain proof of postage.

In some circumstances where products fail or are unsatisfactory due to poor workmanship, then you may be covered by a manufacturers guarantee. Please contact us should you wish to make a claim.

When will my order ship?

Please see each individual item page for more information on the availability of each item. Also, after placing your order, you may click the "My Account / Order Status" link at the top right hand side of our site to track the status of your order. You will receive a shipment confirmation when your order has shipped and tracking information within 24-48 hours of shipment.

International Shipping

Do you ship to my country?

At present we only ship to the United Kingdom, Channel Islands and Isle of Man, but we’re working on the rest! Should you have a special request in the meantime we will do our best to help you – give us a call on 0044 1629 812620 or email sales@bakewellcookshop.com and we’ll see what we can do for you.

Guarantees

Product Guarantees

We work hard to select items that are of good quality and suitable for the purpose. Should something go wrong, contact us to discuss your options and we’ll do our best to help. Please note you have a right to ask us to repair or replace your item within 6 months of purchase. Some products are covered by an extended manufacturer guarantee beyond this – at which point we will do our best to help you in claiming against the manufacturer.

Privacy Policy

We value your privacy. Please view our Privacy Policy for complete details on how we use the information we collect. LINK TO PRIVACY POLICY

Security

This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security.

Pricing and Billing

I have a question on my charges.

Click the "Sign in" link at the top right hand side of our site, and select “My Account” to review your orders. You may compare your order history on our website, with your financial records. If you have further questions or concerns, please email us at sales@bakewellcookshop.com

I need a copy of my receipt/invoice.

Click the "Sign in" link at the top right hand side of our site, and select “My Account” to review your orders and reprint sales invoices.

When will my credit appear on my account?

Credits usually take 7-10 business days from the time we receive your item(s). We will email you to confirm this has taken place.

When will my credit card be charged?

Your credit card will be charged within 24 hours prior to shipment of your order.

Additional Support

How do I contact you?

If you have any questions about your order or our products in general, call us on 01629 812620 or email us at sales@bakewellcookshop.com where one of our team will do their best to help you.

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Need some help?

Contact us here

01629 812 620

sales@bakewellcookshop.com

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Need some help?

Contact us here

01629 812 620

sales@bakewellcookshop.com

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