Contact information

Talk to us

One email address, answered by a person.

We reply in plain English, normally within one working day, Monday to Friday. Messages that arrive at the weekend get answered on Monday.

We do not run a phone line. We would rather answer properly in writing than have you wait in a queue, and it means you always have a written record of what we agreed.

What to include

Your order number if you have one, and what you need. That is genuinely all. There is no form, no ticket reference, and you will not be asked to explain yourself twice.

The three things people write in about most

Where is my order? Send the order number and we chase the courier ourselves. See the Shipping policy.
I want to send it back. Email the word "return" and your order number. We send a prepaid label. Returns are free and you have 100 days. See the Return and refund policy.
My pan has failed. Send a photo and your order number. The 25-Year Craft Warranty is in the Return and refund policy.

Press, wholesale and everything else

Same address. Put the subject in the subject line and it reaches the right person.

Complaints

Write to the same address with "complaint" in the subject line. We aim to reply within one working day and to resolve it within 14 days. You keep all your legal rights regardless of how we handle it.