Customer Service

If talking to a real-life human is more your thing, you can reach our Customer Happiness Team via email (below).

How can we help?

FAQ

Ordering

Can I place a Business to Business VAT free order (Reverse Charge)?

Sure! Just contact us via Email or the Contact Page and provide us with the following info

Company Name

Billing/Shipping Address

Phone Number

Email Address

VAT

Required Products

We will respond with a confirmation email including invoice and a link to pay for your order via Stripe Credit Card.

Can I place an order via phone?

Naturally! Just give us a call on +44 (0)20 8089 0582 in the UK or +49 (0)7735 7582 316 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?

We are sorry to hear that.

Please call us on +44 (0)20 8089 0582 in the UK or +49 (0)7735 7582 316 in Germany or Email 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 an order on Modern Cooking?

Yes, we use Shopify Payments, Stripe, Paypal and Klarna 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. Shopify, PayPal and Stripe are on Visa’s Global Client Providers List and Mastercards’s SPD List.

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

We have worked hard to make sure that the entire Modern Cooking website 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?

We accept the following payment types:

Visa

Visa Debit

Mastercard

American Express

PayPal

Direct Bank Transfer

Klarna (Payment Plans)

How do I know if my order has been recieved?

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 an 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?

If you have noticed that there has been a mistake with your order you can contact us via email or call on +44 (0)20 8089 0582 in the UK or +49 (0)7735 7582 316 in Germany. Please try to include your order reference, and we’ll make sure we sort it out as quickly as we can.

Shipping, Returns & Exchanges

We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.

How soon can I expect to recieve my order (Delivery Policy)?

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 than 7 days. In most cases our packages arrive within 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.

Do you ship overseas?

Yes, we ship all over the world.

In many cases you will be able to process your order simply over our website, but if we have not yet opened shipping to your location please Contact Us so that we can process your order manually.

What do I do if I need to return an item (Returns Policy)?

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

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 (0)20 8089 0582 in the UK or +49 (0)7735 7582 316 in Germany if you wish to return any goods.

In the unlikely event that you receive faulty goods or your order is damaged in transit, 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. Any claim for refund or exchange resulting from faulty goods or goods damaged in transit must be raised within 5 business days.

All Modern Cooking logistics partners provide insurance in case of damage, but the coverage is only valid if we are notified within 5 business days. Please make sure to inspect your order immediately upon receipt to ensure that there is no damage.

If the package is obviously damaged when you receive it from the courier you should raise this immediately with the courier and Modern Cooking.

If you find that the damage to the packaging is severe you should consider not accepting the package and ask the courier to return it.

Once we have the goods back, we will issue a full refund or send replacements, as you prefer.

What is Modern Cooking's Address?

If you need to contact Modern Cooking by mail or you need to return an item to us you can reach us at the following address 

Modern Cooking UG
Schienerstr. 16
78337 Oehningen
Germany

Where is my order going to be shipped from?

Modern Cooking ships all orders from our warehouse at Lake Constance, Germany

Trust is important to us and we feel honoured to have your patronage.

What if I have a complaint or problem with Modern Cooking?

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.

What are Modern Cooking's business registration details?

Our business registration details are as follows. 

Registered Business Address

Modern Cooking UG

Schienerstr. 16

7833 Oehningen

Germany

Registered Contact information

+44 (0)20 8089 0582 in the UK or +49 (0)7735 7582 316 in Germany during our office hours 9am to 5pm Monday to Friday or outside these times you can email

VAT Number

DE313432086

Registry

Amtsgericht Freiburg

HRB725452

Get in touch

Have questions about your order, or a general enquiry?