Knowledgebase
7Our Copper Cookware 4Technical Information 18Ordering and Delivery 4Cleaning and Maintenance 3Website and Privacy 3Other Questions
Knowledgebase : Ordering and Delivery
Will delivery orders be affected by Brexit?

In short No!

As you may be aware, the United Kingdom decided to leave the European Union and the transition period ended on December 31, 2020, after which goods sent from the UK to any European country are now imported like goods from other countries outside the EU, such as the USA. Conversely, goods imported into the UK from the EU are now subject to customs clearance, and duties.

To avoid delays, additional delivery costs and/or import duties for our European customers, all orders for delivery within the European Union are now being despatched from Belgium.

We have an EU website with all products priced in euros:  www.falkcoppercookware.com

For customers in the United Kingdom, including Northern Ireland,, orders will continue to be despatched from our existing UK warehouse in Cambridgeshire, thereby ensuring these orders are not delayed by customs clearance, or subject to import duties etc.

Which countries do you deliver to?

Flags of the World

Let’s start with the few countries we don’t ship to, internationally, as there are established Falk Culinair distributors with local warehouses to serve customers in these countries:

United Kingdom

Website: www.falkculinair.co.uk
Telephone: 0800 133 7560

United States

Website: www.copperpans.com
Telephone: 888-404-9160

Canada

Website: www.falkcoppercookware.ca
Telephone: 855 666 0998

Orders to Mainland Europe (including Switzerland), plus the EEA countries: Iceland, Liechtenstein and Norway, can be ordered directly from our web store here: www.falkcoppercookware.com where we also feature all current offers and promotions.

Orders exported to countries outside of the European Union, or the countries listed above, are normally sent via DHL, Fedex or UPS. The shipping cost of these orders is calculated on both the weight and volume of the package. To ensure our customers receive the best rates, we check the shipping price of every export order with each of the major couriers, which requires these orders to be processed off-line.

If you would like to receive a quotation for any our products, including delivery to a non- EU country, please contact our concierge department with details of the pieces you require along with the delivery address.

Do Falk Culinair products come with a guarantee or warranty?

For your peace of mind, all items purchased on this website are guaranteed against manufacturing defects for as long as you own the product, unless otherwise stated. If a manufacturing defect is discovered, we will be happy to repair or replace your product.

A manufacturing defect is defined as any fault in the product materials or workmanship, which is present at the date of delivery, but not necessarily visible.

The following conditions are not classed as manufacturing defects, and will not be covered by our warranty:

  1. Normal wear and tear
  2. Product misuse/abuse
  3. Accidental damage
  4. Any product not used or maintained in accordance with the Care & Use Instructions
  5. Any product that has been modified or repaired by anyone other than Falk Culinair N.V.
  6. Discoloration, or marking, of stainless steel pan linings caused by salt crystals
  7. Discoloration, or marking, of copper vessels caused by oxidation and/or heat
  8. Discoloration, or marking, of copper vessels caused by a mechanical dishwasher

Before any refund or replacement can be processed, we may require you to return the faulty product for inspection. As there are occasions where it may not be necessary to send the product back, please contact us before returning any items. In many cases, we may simply ask for photographs of the product fault.

If you are required to return the product to us, please make sure you package this adequately to prevent damage. We do not accept liability for returned packages damaged during transit to us.

Your warranty is only valid if you have a valid proof of purchase. If the item was not purchased directly from us, please contact the retailer that the product was purchased from to arrange any return, exchange or refund.

This warranty does not affect your statutory rights.

 

What if I can not find what I am looking for?
All of our products are listed in convenient categories which can be accessed through the menu in the sidebar. The categories are listed in the sidebar as "copper pans", "copper pots" and "other pieces." Clicking on any one of those three categories displays a sub menu with individual groups such as saucepans, frying pans, casseroles and so on.  Click any one of these to display the individual items in each sub category. Alternatively there is also a search feature available at the top right of the website. If you're unable to find a specific item, please contact us. If you have a general question please contact us via this page.
Do I need to sign for the delivery?
A signature is required upon receipt of your order. You'll need to ensure someone is available to sign for your delivery. In the event of there not being an available signatory, the delivery driver will leave a note to say delivery was attempted and you will then be able to contact them directly to arrange a convenient delivery time. In the absence of your contacting the carrier Interlink will attempt to deliver to you two further times, before returning the goods to us.
Can I add to an existing order?
Unfortunately, once we have received your order it will be processed immediately so any additions will need to be sent to us as a new order.
How do I know if my order has been received?
You will receive an e-mail confirmation from us immediately once we have received your order.
How can I pay for my order?

We accept payments via our web site by the following credit and debit cards:

  • MasterCard
  • Maestro
  • Solo
  • Visa
  • Visa Delta
  • Visa Electron

If you wish to pay by other means, such as cheque or bank transfer, please contact us.

How will my items be shipped to me?
All of our cookware is shipped from our Fulfilment Centre in the UK by Interlink and will normally be delivered on the next business day during normal working hours.
How long will it take to receive my order?
UK orders are delivered within 2 to 3 business days following receipt of the order. In the event of an item being out of stock or unavailable, we will inform you by email.
Can I collect my order from you?

Orders can be collected by approved courier, from our distribution warehouse in Ely, Cambridgeshire from 10am on the next business day after this has been placed via our website.

All products will be protectively wrapped and packed in a stout cardboard box. There is no charge for this service.

Please select "collect from warehouse" under delivery options when completing your order and we will contact you to coordinate collection.


What is your return policy?


In the unlikely event your goods are damaged or lost in transit, Falk Culinair U.K. will be happy to either refund you in full or send a replacement. All claims must be notified within seven days of receipt of the goods and photographic evidence or return of the goods may also be required. For returns on damaged items, the postage will be refunded by Falk Culiniar U.K.

Regarding returns other than damaged items, the following holds true: The product must be in unused condition and returned within thirty days of purchase. The purchase cost will be refunded in full. However, you will be responsible for the cost of returning the item to us.

Please contact us before returning an item to receive a return number as items can not be accepted without this.

Zero-rated VAT sales

All prices displayed on our website are inclusive of VAT at the standard UK rate which is currently 20%.

We offer zero-rated VAT sales to eligible customers. The following information defines the criteria for a sale to be VAT free:

UK sales

VAT is chargeable on all orders delivered within the United Kingdom irrespective of the payment method. UK customers who are registered for VAT are able to reclaim 100% of the VAT charged through the VAT return process.

Cross border EU sales

VAT is not charged on sales to EU customers outside the UK who are registered for VAT and provide a valid VAT registration number prior to purchasing.

The following countries are within the EU for VAT purposes:

Austria Denmark Hungary Malta Slovakia
Belgium Estonia Ireland Netherlands Spain
Bulgaria Finland Italy Poland Sweden
Croatia France Latvia Portugal  
Cyprus Germany Lithuania Romania  
Czech Republic Greece Luxembourg Slovenia  

Sales outside the EU

All sales where the delivery address is outside the EU are exempt from VAT charges.

For purposes of VAT, the following countries are outside of the EU:

Aland Islands, FI Isle of Heligoland, DE Guadeloupe, FR Mount Athos, EL Switzerland
Andorra Iceland Liechtenstein Norway  
Canary Islands, ES Faroe Islands Martinique, FR Reunion, FR  
Ceuta, ES French Guiana, FR Melilla, ES San Marino  
Channel Islands, UK Gibraltar, UK Miquelon, FR St Pierre, FR  

You may be charged import duties payable in the destination country when your order arrives. The courier normally collects these. You can find out more about any import duties at www.DutyCalculator.com

We will provide a detailed commercial invoice to assist with customs clearance.

Why is my delivery country not listed?

Because our cookware is made from thick 2.5mm professional grade bi-metal it is not cheap to ship overseas.  We use several different courier companies depending on the destination.  For most European countries we have obtained competitive fixed rates from one, or more, courier companies and can offer a fixed price for delivery enabling this to be included when placing an order online.

For other destinations, shipping rates are calculated using the box dimensions as well as the gross weight.  To ensure our customers receive the best possible shipping rate we obtain quotes for these individually, checking for the most competitive price with each courier company.

It is therefore not possible to display the delivery charges for all countries.  If you would like be advised of the shipping cost before placing your order, please contact us with a list of the items you wish to purchase, or send a screenshot with your Shopping Basket contents, and we will check the shipping rates and send you a quotation.

Can I obtain a brochure?

We have a new colour brochure showing our range of beautiful hand-finished copper cookware.

You can download a copy of this here.

 

How do I use a promotion or discount code?
Add the product(s) to your basket in the usual manner then go to checkout where you will find a section "Enter a Coupon or Promotional Code".  Enter your code in the box and then click the "Submit Code" button. The relevant amount will now be deducted from your total.
What payment cards do you accept?

We accept the following credit cards: Visa, MasterCard, and American Express. 

We also accept the following debit cards: Visa Electron, Maestro (previously Switch) and Solo.

Alternatively payment can be made by bank transfer, or a cheque drawn on a UK bank.  

 

How can I track the progress of my order?

You can check the progress of your order, and review your past order history, through the customer account section of our website.

Upon your order being despatched, you will receive notification by email which includes a tracking link with the courier delivering this. 

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