Questions, Answered

From delivery times to care instructions, returns to gift card queries, you’ll find answers to our most common questions below.
Still unsure? We’re happy to help, email shop@cookandbutler.co.uk.

Orders & Payment

Can I place an order by phone?
Yes, we’re always glad to help. Call us on +44 (0)1442 870 999 and we’ll place your order for you.

Which payment methods do you accept?
We accept all major debit and credit cards. Cook & Butler gift vouchers can also be redeemed at checkout.

Is my payment secure?
Absolutely. All payments are processed securely and encrypted. We never store card details.

Delivery

When will my order arrive?
We aim to dispatch within 1 to 2 working days.
Standard UK delivery (£6) arrives within 3 to 5 working days.
Next Working Day delivery (£9) is available on orders placed before 2pm, Tuesday to Thursday.

Can I collect from the shop?
Yes. Choose ‘Click & Collect’ at checkout and we’ll usually have your order ready within 24 hours.

Do you offer international delivery?
Yes. Please see our Shipping & Returns page for delivery rates beyond the UK mainland or get in touch for a custom quote.

Will everything arrive together?
If your order includes both furniture and smaller items, these may arrive separately, we’ll keep you informed throughout.

Furniture & Fragile Delivery

How are larger or delicate items delivered?
Furniture and fragile items are delivered by a two-person team. They’ll place your piece in the room of your choice and remove packaging if you wish.

How long does it take?
Standard delivery time is 10 to 14 working days.
Any specific lead times will be listed on the product page.

Returns

What is your returns policy?
Most items can be returned within 30 days for a full refund.
FOUND items (vintage and antique) may be returned within 14 days.
Returns must be in original condition and packaging.

Are there any items that can’t be returned?
We’re unable to accept returns on:

  • Gift vouchers

  • Food, soaps, and other consumables

  • Clothing that has been worn or had tags removed

  • Bespoke or made-to-order pieces, unless faulty

How do I return something?
Visit our Shipping & Returns page to start the process.
You can return via your own method or request a return label:

  • UK returns: £6, deducted from your refund

  • Furniture returns: £55, collected via courier

When will I receive my refund?
Once your item reaches us, refunds are processed within 5 to 7 working days to your original payment method.

Gift Vouchers

Do you offer gift vouchers?
Yes, available in various denominations. They can be sent by email or printed at home.

How do I use a voucher?
Enter your unique code at checkout. If your total is more than your voucher balance, you can pay the difference with another method.

Product Info & Care

Are your products made in the UK?
Many are. Others are made by small producers who share our commitment to quality and sustainability.

Will my item look exactly like the photo?
We photograph everything with care, but variations in natural materials and handmade finishes are part of their charm.

How do I look after my item?
Each product page includes specific care notes. If you're unsure, feel free to get in touch.

Still Have Questions?

How can I contact you?
Email us at shop@cookandbutler.co.uk
Call us on +44 (0)1442 870 999
We’re available Tuesday to Friday, 10am to 5pm.

Where are you based?
You’ll find us at:
Cook & Butler
39 Lower Kings Road
Berkhamsted
Hertfordshire
HP4 2AB