Frequently Asked Questions
For everything you need to know...
Q – Where do we deliver?
A - We deliver around the whole of the UK. See delivery.
Q - Can I only order on-line?
A - We also take orders via email, phone and mail order.
Q - Do I need to stay in and wait for my order to arrive?
A – Yes - but only when the value of your order is below £10. For orders above £10 you only have to agree to the order being left safe and specify where you would like it to be left in the box provided in the checkout area - i.e in the garage, behind wheelie bin etc. We cannot take the responsibility for any missing orders.
Q - What is your address?
A - You can contact us using the address below:
Kitchen Fanatics Limited
76 Brighton Road
Horsham
West Sussex
RH13 5BU
Q - Are all of the products listed on your site currently available?
A - When items become unavailable we remove them from the website or we state that the product is ‘out of stock’. Demand for some products will occasionally exceed our supply. We do our best to have all products on hand. If you wish to check the availability of a product you can e-mail us through our contact us page or call 07704625759.
Q - When can I contact Kitchen Fanatics by telephone?
A - You can contact Kitchen Fanatics by telephone between 10:00am and 6.00pm Monday-Friday on 07704625759. During off hours, our machine will take voice mail. Alternatively, you can e-mail us any time through our contact us page. Under normal circumstances, all inquiries will be handled by the following business day.
Q - Is it safe to shop at Kitchen Fanatics?
A - Yes. We use the Secure Socket Layer (SSL) encryption method.
Q - How does the website work?
A - We have tried to make the website as easy as possible to use. Browse through the categories to view what is available or use the search box to look for specific products.
Q - How do you use the basket?
A - When you find what you have been looking for add it to your basket and proceed to the checkout when you are ready to pay for your shopping.
Q - When do I log in?
A - You will have to log in when you are submitting payment and your personal information. If you've placed an order with us before simply type in your email address and password to log in. If you are a new customer just type in your email address and choose a password and follow the registration process.
Q – Forgotten your password?
A – Simply type in your email address and we will send your password to you so you can reset it or you can simply register with us again.
Q – Paying for my order?
A – We take Visa, MasterCard, UK Electron, Maestro or Solo. At the moment we only accept cards issued by a UK bank. You can also choose to pay by cheque. See postal order form
Q – How do I cancel or change my order?
A - You can cancel or change your order – email us on info@kitchenfanatics.co.uk with your request or give us a call on 07704625759.
Q - I have a promotional code – how do I use it?
A - Simply find the products you would like to buy and add it to your basket and then proceed to the checkout where you will have to enter your code into the ‘promo code’ box in your basket and click update. The value of the code will automatically be deducted from your order.
Q - How do I return an item I have bought?
A - Simply email us on info@kitchenfanatics.co.uk and tell us about the reason for your return and we will be offer you a suitable solution. You can also send it in its original packaging to:
Kitchen Fanatics Ltd, 76 Brighton Road, Horsham, West Sussex, RH13 5BU
- with your name, address details and telephone number.
Q - Do I have to pay for returns?
A - See delivery information.
Q – Will I be charged for my order straight away?
A - Yes. The server automatically takes the payment.
Q - How much is your delivery charge?
A - If your order is over £60 (exc VAT) delivery is free!
For orders between £10 - £60 - £5.99 (exc VAT)
For orders below £10, delivery is £3.99 (exc VAT) (signature required)
Express delivery – standard postage plus extra £5.00
For orders from outside the UK contact us on info@kitchenfanatics.co.uk
Q - How long do I have to wait for my order?
A – see delivery details
Q - Can I specify a day or time for delivery?
A - Not with our standard delivery. Although with our express service you can normally choose a particular day. We will contact you to discuss all the details for the delivery. Orders received on Friday are processed for Tuesday delivery with our express delivery service.
Q – What if the courier tries to deliver when I’m out?
A - If you don’t state where you would like your order to be left safe, the courier will leave a note explaining that they tried to deliver and what you should do next. They usually rearrange the delivery for the next day or will state a number to ring to organise a date for the order to be delivered again. For orders below £10 a signature is required.
Q – Can I send an order to a different address?
A - Yes, just put the delivery address details in as you checkout. You can only specify one delivery address. You can however do multiple orders with different addresses for each order (please note you will have to pay for delivery for each address).
Q - What is our policy on privacy and security?
A – Your details are private and confidential and we treat it with great caution. We do not keep your personal information and so do not allow it to be passed on to third parties.
Q - What is the CCV/Card Verification Value?
A – On the back of your card is a long number, for your CCV (Card Verification Value) simply enter the last three digits as this is unique to your credit/debit card which helps us to validate your order and protect against fraud.
Your order cannot be fully processed without the correct CCV. Once your transaction has been processed, this information will not be stored.
Q - Do you support Verified by Visa and MasterCard SecureCode?
A – Yes. If your card is registered with the scheme you will be automatically directed to secure server during the payment process to enter your password. This information is used to confirm that you are the genuine card holder.
Q - What if I don’t see the product I want?
A - You can email us at info@kitchenfanatics.co.uk with your enquiry and we will do our best to source any products that you may require.
Q - What if an item is out of stock?
A – Some items maybe product is more popular than others so there could be an occasional delay. We will usually notify you via email should this happen.
