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Frequently Asked Questions

If I order a large quantity, can I get a discount?

Depending on the size of your order, a small discount can sometimes be arranged. If you are looking to order a large quantity of one product and would like to enquire about a discount, the best way to get in touch with our team is via email on info@cooksmill.co.uk. Please allow up to 48 hours for a reply.

Do you print a product catalogue?

Unfortunately, we do not print or distribute a product catalogue. All our products are available to view in-store or online. If you have any questions about our products or can’t find what you are looking for, please email us on info@cooksmill.co.uk.

Do you have any offers for new customers online?

New customers are welcome to shop online 24/7 or in-store during our opening hours. If you are in the process of opening up a new business, we may be able to offer a small discount where applicable on your first order. Please let the team know about your new business venture and the products you would like to purchase via email on info@cooksmill.co.uk. Please allow up to 48 hours for a reply.

I'm having issues at website checkout, who can I call?

If you are having issues at our website checkout and need assistance, please call our team on 0161 886 4989. Our phone lines are open from Mon to Fri 9.30am - 6pm and Sat 9.30am - 5pm & Sun 10am - 4pm.

Do you have minimum order quantities in-store or online?

No! You can buy as little or as much as you like every time you shop with Cooksmill either online or in-store. We do not have a minimum order quantity or order value. Happy shopping!

Can you take payment over the phone for my website order?

Yes we can! For customers who would like to pay for their order over the phone, please call our team on 0161 886 4989. Our phone lines are open from Mon to Fri 9.30am - 6pm, Sat 9.30am - 5pm & Sun 10am - 4pm. Please ensure you have your debit or credit card ready for our team to take payment for your order.

My basket is over £50, but I am being charged for delivery - what's wrong?

We offer FREE UK Mainland next working day delivery on orders over £50 excluding VAT. Please check that your basket order is over £50 excluding VAT. To ensure you can receive free delivery, please ensure the ‘GRAND TOTAL EXCL. VAT’ value is £50 or more.

The example below highlights an order which totals over £50, however, when VAT is taken off, the order value is below our minimum £50 FREE DELIVERY threshold.

Cooksmill VAT basket

I don't live in the UK, how can I get a price for delivery to my country?

We’re sorry that our website is not yet set-up to process European or International orders! If you need an order delivered to Europe or Rest of World, please email our team via email on info@cooksmill.co.uk for a bespoke delivery quote. In the email, please include the products you would like to buy + your delivery address. Please allow up to 48 hours for a reply. Orders placed outside the UK can pay via BACS transfer or Paypal and are subject to import taxes.

Do I need to set-up an online account to buy from the website?

No! Customers can shop online and pay for an online order as a ‘guest’. However, during our checkout process, if you would like to set-up an account for later use, please tick the box that states ‘create an account for later use’. We recommend creating an account if you are a regular Cooksmill customer to ensure you can keep track of your orders.

The photo below highlights where to tick if you would like to set-up an online Cooksmill customer account. Please note: if you would like to know more about paying for orders on ‘account’ - please email our team on info@cooksmill.co.uk.

Create an online account tick box

How can I find out when an item will be back in stock?

If you are interested in a product that is currently displaying as ‘out of stock’ on the product page and would like to know when it may be back in stock, please contact our team on email via info@cooksmill.co.uk. Please allow up to 48 hours for a reply. Items that are ‘out of stock’ are sometimes ‘discontinued’ however, where applicable, our team will be happy to order product in for you to order.

The product I want doesn't have a picture on the website - can you send me one?

Yes we can! To ensure our team sends over the correct product picture, please email us on info@cooksmill.co.uk and include the URL and product SKU code that you are interested in. We’re sorry if the product you require does not currently have a picture. We are working hard to ensure every product we sell has a high-quality picture for you to view online.

Do you ship to USA and how long does it take?

Yes we can ship to USA - shipping times are subject to each state! For a bespoke USA delivery quote, please email our team via info@cooksmill.co.uk. Please include the items you would like to purchase + your USA delivery address and state. Please note: delivery quotes and shipping times can vary between each state. Please allow up to 48 hours for a reply.

Do you ship to Australia and how long does it take?

Yes we can ship to Australia - shipping times are subject to each territory! For a bespoke Australia delivery quote, please email our team via info@cooksmill.co.uk. Please include the items you would like to purchase + your Australian delivery address / state. Please note: delivery quotes and shipping times can vary between each territory/state. Please allow up to 48 hours for a reply.

Do you ship to European countries and how long does it take?

Yes we can ship to ALL European countries - delivery times vary between country! For a European delivery quote, please email our team via info@cooksmill.co.uk. Please include the items you would like to purchase + your European country delivery address. Please note: delivery quotes and shipping times can vary between each European country. Please allow up to 48 hours for a reply.

What is your online dispatch cut-off time for next working day delivery?

UK Mainland orders placed Mon-Fri before 1pm will be dispatched the same day via next working day delivery. Please note: if you place an order before 1pm on a Friday, your order will arrive the following Monday.

For example: If you place and order at 11am on Tuesday, it will be dispatched at 5pm the same day and be out for delivery on Wednesday between 8am - 8pm. If you place an order at 11am on a Friday, it will be dispatched at 5pm the same day however will not be delivered until the following Monday between 8am - 8pm.

Orders placed after 1pm Mon-Fri will be dispatched the next working day. Please note: if you place an order after 1pm on a Friday, your order will not be dispatched until the following Monday.

For example: If you place and order at 4pm on Tuesday, it will be dispatched the following day (Wednesday) at 5pm and be out for delivery on Thursday between 8am - 8pm. If you place an order at 4pm on a Friday, it will be dispatched at 5pm the following Monday and will not be delivered until the following Tuesday between 8am - 8pm.

In the event of emergency orders, our team are here to help. Please email via info@cooksmill.co.uk or call us on 0161 886 4989 to discuss your order requirements. We also offer Saturday delivery surcharges on request.

If I order over the weekend - when will my order arrive?

Orders placed anytime during Saturday or Sunday (weekend) will be dispatched the following Monday. Please note: if you place an order after 1pm on a Friday, your order will not be dispatched until the following Monday.

If you require Saturday delivery, please contact our team via info@cooksmill.co.uk or call us on 0161 886 4989 to discuss your order delivery requirements. Saturday delivery may incur a surcharge fee.

My order hasn't arrived - what shall I do?

95% of our web orders are dispatched via DPD who should send you a text message or email that clearly states a 1 hour delivery slot on the day of delivery. In the event that you have not received a DPD message or your order has not yet arrived, please contact our team for an update via email on info@cooksmill.co.uk or call us on 0161 886 4989.

Part of my order has arrived damaged - what shall I do?

In the event that part of your order has arrived damaged, please send a photo of the damage immediately to our team on info@cooksmill.co.uk. If the damage has occured due to poor packaging or mishandling by our delivery provider, we will arrange a replacement or part refund of your order. Please allow up to 48 hours for a reply.

I want to refund my order - what shall I do?

Cooksmill are proud to offer online customers a 28 day return policy! Please see the below options when returning your order for a refund.

Refund due to order issue - in the event that you would like to return your order due to a picking / packing error or damage, please contact our team immediately via email on info@cooksmill.co.uk. In most cases, we will pay for return delivery. You have up to 28 days from the date of ordering to arrange a return.

Refund due to customer error - in the event that you would like to return your order due to an ordering error on your part, please contact our team immediately via email on info@cooksmill.co.uk. In most cases, you will be liable to pay for return delivery prior to getting a refund. You have up to 28 days from the date of ordering to arrange a return.

Refund of large appliances - in the event that you would like to return a large appliance order, you will be subject to a 25% restocking fee charge. Please note: large appliance orders DO NOT include installation and delivery is to CURBSIDE ONLY. To arrange a return, please contact our team immediately via email on info@cooksmill.co.uk. You have up to 28 days from the date of ordering to arrange a return.

Can you print my company logo on your products?

Yes, we can - but only on certain product lines! We can print logos on all crockery, slate and wood products only. For custom personalisation orders, please email our team on info@cooksmill.co.uk. Please include a URL link and product SKU code of the product(s) you would like to purchase, along with an image of your company logo and order quantity needed. Please allow up to 72 hours for our team to reply with a custom printing order quote.

Do you print logos on your clothing lines?

Unfortunately, not at the moment! We can only print logos on all crockery, slate and wood products at the moment. Click here to view all clothing.

What do I need to do to be able to shop at your store in Salford, Manchester?

Both members of the public and trade/wholesale customers are welcome to shop at our catering superstore in Salford (Manchester, UK) during our opening hours. Upon checkout at our store, a member of our team will take your name and address to be attached to your order. This information is not used for marketing communications. Our shop address is: Cooksmill, Comus Street, Salford, Manchester, M5 3BQ. Parking spaces and disabled bays are available for vans & cars. Trolleys are provided for in-store shopping.

What is the tracking code for my parcel?

Order tracking codes are sent to your mobile phone or email address on the day of dispatch from our warehouse. Tracking codes are provided by DPD and can be tracked via real time updates here. On the day of delivery, you will be assigned a 1-hour delivery slot by DPD via text or email. In the event that you would like to change your 1-hour delivery slot or day of delivery, please follow the steps outlined in the message to rearrange your delivery time.

What delivery carrier do you use in the UK?

95% of our UK Mainland web orders are fulfilled by our trusted delivery partner DPD. In the event that an order is too large for DPD, we use APC Overnight. For more information about our delivery carriers, please contact our team on info@cooksmill.co.uk. Please note: orders that contain glass products are not insured during transport.

I'm not going to be in when my order arrives, can you leave it with a neighbour?

Yes of course you can! In the event that you would like your order to be left securely with a neighbour, please choose the option ‘leave with a neighbour’ when you receive a 1 hour delivery confirmation slot from DPD or APC Overnight. Please note: Cooksmill will not be liable for damage caused to your order by your neighbour.

Can the general public shop online and in-store?

Yes, of course they can! Members of the public are welcome at Cooksmill. Our website and catering superstore in Salford (Manchester, UK) are open to the general public. The price you see is the price you pay. Members of the public can shop online anytime 24/7 or visit our store located on Comus Street, Salford, Manchester, M5 3BQ, during opening hours.

How quickly can I 'click & collect' my online order?

If you wish to ‘click & collect’ your online order at our store in Salford (Manchester, UK), our team will ensure you can pick your order up on the same day if ordered before 1pm Mon-Sun. Orders placed after 1pm Mon-Sun can be picked up the following day in-store. Don’t forget, customers are very welcome to pop in-store to browse and shop prior to ordering online. We sometimes have product lines in-store that are not sold online!

What is the best method to get in touch with you?

For product related questions, the best way to get in touch with us is via email on info@cooksmill.co.uk. Please allow up to 48 hours for our team to reply.

In the event that you need to speak to a member of our team quickly/urgently, please call us on 0161 886 4989. Our lines are open, Mon to Fri 9.30am - 6pm, Sat 9.30am - 5pm & Sun 10am - 4pm. In the event that our phone lines are busy, please send us an email on info@cooksmill.co.uk - titled ‘urgent’. Alternatively, if you are local to Salford/Manchester, please feel free to pop in-store to speak to a member of our shop team anytime.

I'm looking for a special item/product, can your team help me source it?

Yes - we sure can! In the event that you are looking for a product or item that we currently don’t stock online or in-store, please email our team on info@cooksmill.co.uk. Please include a description of the item you are looking for and any pictures you may have to help us source the correct item for you. Over the years, we have helped 100’s of customers find special products for weddings, events, parties and opening nights. Please note: special items may require minimum order quantities.

What is your VAT number and is it printed on your packing slips and till receipts?

Our VAT number is printed on all packing invoice slips and in-store till receipts. Please see our company information below.

COMPANY INFORMATION

Our VAT number is: GB 557-073-628.

Company Number: 2537561.

Cooksmill t/a Dadibhais (Bradford) Ltd

Email: info@cooksmill.co.uk

Telephone: 0161 886 4989

Address: Comus Street, Salford, Manchester, M5 3BQ

Store opening hours: Mon to Fri 9.30am - 6pm, Sat 9.30am - 5pm & Sun 10am - 4pm