Customer Service

Customer Service2018-03-16T09:56:11+00:00

Looking for answers?

Check our F.A.Q.

Is it possible to place orders over the phone?2018-10-11T20:00:21+00:00

Naturally! Just give us a call on +44 2038 088 950 in the UK or +49 711 5661 0321 in Germany during our office hours 9am to 5pm Monday to Friday or outside these times you can email us your order details and we can call you back to process your order during office hours.

 

I am having difficulty placing an order?2018-10-11T19:46:38+00:00

Damn! We are sorry to hear that. Please call us on +44 2038 088 950 in the UK or +49 711 5661 0321 in Germany or email info@moderncooking.com and we will do all we can to help.

Alternatively you can open a chat window from the bottom right of your screen and hopefully we can get you sorted out there.

Is it safe to place orders on Modern Cooking?2017-07-04T06:56:22+00:00

Yes, we use PayPal and Stripe to provide industry standard level 1 PCI DSS compliant transactions. No credit card or Banking information is stored on the Modern Cooking servers and no prohibited data, like raw magnetic strip, card validation code or PIN block data, is stored at all. PayPal and Stripe are on Visa’s Global Client Providers List and Mastercards’s SPD List.

PayPal and Stripe provide a wide variety of information on data encryption, authentication and activity monitoring on their websites.

Regarding the Modern Cooking website we have worked hard to make sure that the entire site is secured using SSL technology and is PCI compliant to keep your information safe.

We will continue to make the safety of our customers a priority.

What payment methods are accepted on Modern Cooking?2017-07-04T06:55:50+00:00

We accept the following payment types:

  • Visa
  • Visa Debit
  • Mastercard
  • American Express
  • PayPal
How can I order on Modern Cooking?2018-10-11T20:02:13+00:00

At Modern Cooking, we place great importance on our customers shopping experience. We have worked hard to make the ordering process as straight forward as possible. You can place an order on our website in 4 easy steps.

  1. Browse the site and add the items to your cart.
  2. Once you have finished shopping simply go to the Cart page and confirm your order. (You can access the Cart at any time from the top right hand side of the page).
  3. Select a shipping method and click Proceed to checkout.
  4. Enter your delivery and payment information and click Place order.

You can also order by telephone. Just give us a call on +44 2038 088 950 in the UK or +49 771 5661 0321 in Germany during our office hours 9am to 5pm Monday to Friday or outside these times you can email us your order details and we can call you back to process your order during office hours.

How do I know if my order has been received?2017-07-04T06:54:50+00:00

Any successful order will trigger an automated email, which will be sent to you as confirmation that you order has been received and processed. If you received a confirmation you can rest assured that your payment was successful. However, in some rare cases a security issue may arise with your payment or an ordered item may be discovered to be out of stock. If this occurs we will contact you to resolve the issue as soon as possible. Once your order has been packed and shipped you will receive a second email to confirm dispatch and provide you with tracking information.

If you placed and order, but have not received any confirmation emails from us, please contact us to confirm that we have received your order. Something simple like a typo may have caused the confirmation email to fail or the Internet may just be broken. It’s always worth checking, especially if you need the items quickly.

What if there is a mistake in my order?2018-10-11T20:03:06+00:00

If you have noticed that there has been a mistake with your order you can contact us via email or call on +44 2038 088 950 in the UK or +49 711 5661 0321 in Germany. Please try to include your order reference, and we’ll make sure we sort it out as quickly as we can.

What if I have a complaint or problem with Modern Cooking?2017-07-04T06:53:48+00:00

We work hard to make sure that our customers are happy. Its in our best interest to make sure that all issues are resolved in a way that satisfies the customer. So if you have a complaint about a member of our team or our service has been unsatisfactory in any way we are eager to hear from you and we will make it our priority to resolve any issues or complaints quickly.

If however you find that our solution does not completely satisfy you the EU Online Dispute Resolution website details the steps you can take to lodge a complaint against us. We really hope it doesn’t come to this and we hope that you will give us the opportunity to resolve the issue first.

How soon can I expect to receive my order (Delivery Policy)?2017-07-04T06:53:11+00:00

Our distribution centre operates Monday – Saturday so in most cases your order will ship within 24 hours. Standard shipping can vary depending on you location, but typically takes no longer that 7 days. In most cases our packages arrive with 1-3 days. We also offer next day premium services should you need something urgently. We use world leading logistic services (UPS, DPD, DHL and Hermes), but in some cases things do not go according to plan. Should we become aware of any delays pertaining to your order you will be notified and given the opportunity to cancel your order with a full refund. Fast and efficient service is a priority for us and we understand that receiving your goods in a timely fashion is key to a happy online shopping experience.

What do I do if I need to return an item (Returns Policy)?2018-10-11T19:59:26+00:00

At Modern Cooking we want our customers to be inspired and delighted by the products they purchase through our store and school.

However, we understand that you may need to return products occasionally. If you are not entirely happy, you can return your purchase in its original condition within 30 days of despatch for a refund. Please email or call us on +44 2038 088 950 in the UK or +49 711 5661 0321 in Germany if you wish to return any goods.

In the unlikely event that you receive faulty goods, we will replace them free of charge. Please contact us for instructions on how to return the goods as in this case we will meet the cost of return postage, though only if this is arranged through our authorised carriers. Once we have the goods back, we will issue a full refund or send replacements, as you prefer.

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