Store opening hours: Mon to Fri 9.30am - 6pm, Sat 9.30am - 5pm, & Sun Closed
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 in the question above.
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 [email protected]. 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 9am - 6pm & Sat 10am - 6pm. In the event that our phone lines are busy, please send us an email on [email protected] - 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.
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 superstores in Salford (Manchester, UK), and Bradford 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 stores during opening hours.
What do I need to do to be able to shop at your stores in Salford & Bradford?
Both members of the public and trade/wholesale customers are welcome to shop at both our catering superstores in Salford (Manchester, UK) and Bradford 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. Parking spaces and disabled bays are available for vans & cars. Trolleys are provided for in-store shopping.
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!
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 [email protected]. 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 [email protected].
Ordering
How quickly can I 'click & collect' my online order?
This depends on which store you would like to collect from and where the product is located. Simply add your products to the basket and choose store collection. An estimated collection date will be calculated for you. 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!
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 move the toggle to 'create an account’. We recommend creating an account if you are a regular Cooksmill customer to ensure you can keep track of your orders.
My basket is over £60, but I am being charged for delivery - what's wrong?
We offer FREE UK Mainland courier working day delivery on orders over £60 excluding VAT. Please check that your basket order is over £60 excluding VAT. To ensure you can receive free delivery, please ensure the ‘ GRAND TOTAL EXCL. VAT’ value is £60 or more.
How do I pay in 3 with PayPal?
Fill up your basket as normal and go to the checkout. When checking out select "PayPal" as your payment method. You will be taken to PayPal's pop-up, where you can choose to pay in 3 if you have a PayPal account and the order is within your spending limits.
PayPal pay in 3 you can split purchases between £30 and £2,000 into 3 interest-free payments, with the first payment due at the time of purchase and the subsequent payments due every month on the same date.
PayPal's decision is automated and completely independent from us. PayPal may run a soft credit check when you apply, but this will not affect your credit score.
How do I apply for Leasing?
Leasing is available on EQUIPMENT orders over £1,000. (Leasing is not available on disposable items.) Cooksmill in partnership with Kennet Equipment Leasing who have been providing UK businesses with finance since 1991. They have access to many of the top lenders as well as their own significant resources.
For more information and to apply for leasing, please see our Leasing Page.
Can I verify my age with a joint account?
Unfortunately, you can only verify your age to buy a knife with a sole account in your name only.
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 [email protected]. In most cases, we will pay for return delivery. You have up to 48 hours from the date of delivery to report the error or damage.
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 [email protected]. 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 and special orders - in the event that you would like to return a large appliance or special order, you will be subject to a 30% 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 [email protected]. You have up to 28 days from the date of ordering to arrange a return.
Special orders - In the event that an item ordered is not currently in stock, or if the quantity ordered exceeds our standard inventory levels, a restocking fee may be applied. This fee covers the costs associated with procuring and handling the special order. The restocking fee will not exceed 30% of the total value of the affected items. By proceeding with the order, the customer acknowledges and agrees to these terms.
If I order a large quantity, can I get a discount?
Depending on the size of your order and the products chosen, 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 [email protected]. 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 or contact us on our online chat. Alternatively please email [email protected].
Shipping
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. Please note: Cooksmill will not be liable for damage caused to your order by your neighbour.
What delivery carrier do you use in the UK?
Our UK Mainland web orders are fulfilled by our trusted delivery partners DPD or APC . For more information about our delivery carriers, please contact our team on [email protected]. Please note: orders that contain glass products are not insured during transport.
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 or APC and can be tracked via real time updates. On the day of delivery, you will be assigned a 1-hour delivery slot by our couriers 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.
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 [email protected]. The cut-off for reporting damages is 48 hours. If the damage has occurred 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.
My order hasn't arrived - what shall I do?
Our web orders are dispatched via DPD or APC, 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 courier message or your order has not yet arrived, please contact our team for an update via email on [email protected] or call us on 0161 886 4989.
If I order over the weekend - when will my order arrive?
Orders placed anytime during Saturday or Sunday (weekend) will be dispatched the following week. (Subject to stock availability) Please note: if you place an order after 1pm on a Friday, your order will not be dispatched until the following week.
If you require Saturday delivery, please contact our team via [email protected] or call us on 0161 886 4989 to discuss your order delivery requirements. Saturday delivery will incur a surcharge fee if we are able to arrange this for you.
How long will it take for my order to arrive?
If the items you have ordered are all in stock your order will be dispatched as soon as possible and delivered by our fast and reliable courier partners DPD or APC.
Please Note: All deliveries are working day Monday to Friday.
If you have placed an order which includes items that have an extended lead time your order will be dispatched when all items are ready. All lead times are given in good faith, however should there be any problems from individual manufacturers we will let you know as soon as possible.
In the event of emergency orders, our team are here to help. Please email via [email protected] or call us on 0161 886 4989 to discuss your order requirements.
Do you ship to European countries and how long does it take?
We are sorry but we are not currently shipping to Europe.
Do you ship to Australia and how long does it take?
We are sorry but we are not currently shipping to Australia.
Do you ship to USA and how long does it take?
We are sorry but we are not currently shipping to the USA.
I don't live in the UK, how can I get a price for delivery to my country?
Unfortunately we can only currently process orders which will be delivered to the UK mainland.
Product
How do I prep and season a Tawa before use?
First clean the tawa thoroughly to remove any manufacturer’s protective oil & rust, then dry completely. Now to season, heat the tawa for a few minutes until its entire surface is hot. The first time you do this you may see parts of the black surface begin to peel away; this is fine as sometimes a protective layer is added by the manufacturer for safe transit. With a cloth wipe on a thin layer of oil, then turn up the heat to burn it off, and let it cool down. Clean & rinse the Black Iron Tawa with hot water. Gently lift off or scrub away food particles with a non-metallic scrubber. Rinse & dry the surface and to finish drying, place over medium to high flame and 'burn', to sterilise it ready for your next cooking session. It is best not to wash with detergents, as it will take away all your hard work with seasoning.
Which pans work on Induction Cookers?
Cast iron, iron and black metal pans all work on induction cookers. Stainless steel pans will work on an induction cooking surface if the base of the pan is a magnetic grade of stainless steel. Aluminium or copper alone does not work on an induction stove.
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 [email protected]. 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.
Do you print logos on your clothing lines?
Unfortunately, not at the moment! We can only print logos on all crockery products at the moment. Click here to view all clothing.
Can you print my company logo on your products?
Yes, we can - but only on certain crockery only. For custom personalisation orders, please email our team on [email protected]. 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.
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 [email protected]. 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.
