Shipping and Returns
Shipping and shipping method:
As soon as your order is placed before 23.59, it will be processed the same day. We work with various warehouse (fulfillment) locations, each with their own supplier. Every delivery takes place with DHL. Therefore, keep a close eye on your email for track and trace, and also check the unwanted mailbox regularly. It usually takes 1 to 3 working days to deliver your package in the Netherlands, Belgium and Germany, unless otherwise stated in the item.
We ship all packages indoors The Netherlands and Belgium completely free regardless of the purchase amount. For orders to Germany we ask for a subtle fee of €4.50.
Products that are available directly from our stock will be delivered to your home within 1 working day in the Netherlands. If products are shipped from our fulfillment location, it may take 1 to 3 business days, unless otherwise stated on the item.
It happens to everyone that you order something and upon receiving the product it turns out that a wrong choice has been made. This is no problem at Cook and Pan. The conditions are stated below. At Cook and Pan you enjoy a generous reflection period of 30 days. The standard in the Netherlands is normally 14 days, we understand that you do not always have time to unpack the product, which is why we would like to give you some extra time for this.
Returning a product is no problem . Unused products can of course be returned in the original packaging wrapped with transparent tape, as other tape will damage the box. The costs of returning are at your own expense, unless the item was delivered defective and this has been communicated in advance.
Returns must be returned in one piece so that we can make the next customer happy with this item. All returns are carefully checked.
We will reimburse the purchase amount if:
- Returned undamaged in the original box with original packaging.
- There is no sign on the packaging.
- The reason for the return has been clearly communicated in advance, so there are no surprises for either party.
- The item is unused. For hygienic reasons, we cannot take back a product that has already been cooked or used.
These are the only requirements you have to meet, it's not too bad, right? If the return has been completed correctly, we can refund the purchase amount to you more quickly, but please give us some time to process everything (properly).
It is of course annoying if you have a complaint about the service you experienced, we always strive to ensure that everything runs as smoothly as possible, unfortunately we can also make a small mistake every now and then. We naturally want to correct this as quickly as possible. We kindly ask you to forward your complaint to the customer contact department by e-mail. This can be done by e-mail or regular mail. E-mail address: firstname.lastname@example.org
Is there damage or a production error? If an order arrives and something is broken during transport, please let us know as soon as possible. Damages must be reported to us by email within 3 working days of delivery date. What to do? Send us an email with the following details:
- Your order number
- Photos of the damage and packaging
- one photo of the outer packaging with the label visible.
- one photo of the inner packaging and the protective material.
- Photos of the items. This means a photo of all items together and a few detailed photos.
These photos are necessary to handle the damage.
- The item number in question
After receiving this information, they will provide a suitable solution as soon as possible. Please give us some time to summarize all this and process everything as best as possible. We always strive to respond within 1 to 2 working days.
Cook and Pan.