Help Centre

Frequently Asked Questions

• What can I expect from my delivery?

  Delivery from Cookology is always free, no matter what you’re buying. The delivery time depends on the size of the largest item in your basket.

  All small items are shipped next working day delivery via our network of national couriers.

  Larger items like Ovens and tall fridges are delivered to your doorstep by one of our 2 man services. These couriers will call and book a convenient time to deliver your item. It’s important to use a valid phone number on your order, as the couriers won’t attempt delivery before they’ve spoken to you. These deliveries normally take between 7 and 10 working days.

  Our delivery times are just estimates, and during busy periods like Christmas, there may be some delays. If your purchase is urgent, then give us a call, and we can advise on more accurate delivery times.

• What do I do if my product arrives damaged?

  Our products are packed to minimise damage in transit, but sometimes accidents happen. If the courier has damaged your product, make sure to let us know as soon as possible. Usually, we will collect the damaged item and replace it with a brand new one as quickly as possible.

  We normally ask customers to take a few photos on their phone to inform the couriers of the damage. When you take the photos, you can email them to help@cookology.com

  If you don’t notice the damage until after you’ve unpacked the product, it’s not a problem, just take the photos of any damage you can see, and send those.

• Why does my product have two energy labels in the box?

  In 2020 the government has launched a revised energy label scheme. While the process started in November 2020, it’s only just coming to the market. The change has been made because as technology improved, most appliances were falling into the A+, A++ and A++ categories.

  Rather than extending the categories further (adding more + symbols) as efficiency continues to improve, they have simply adjusted the letter ratings to have lower values.

  A product that was previously rated as A+ might now receive a C rating. A product previously rated as B may receive a D or E rating. Because there are new criteria, there is no direct relationship between the old grade and the new grade. Two products that used to be a B may end up in two different grades under the new system.

  It’s important to note that nothing has changed with the appliances, something that consumed 100kW/h will still consume 100kW/h.

  This process shows just how far we have come as manufacturers, as something that was considered “Outstanding” just ten years ago, is now considered commonplace. As we continue to push forward, introducing better and more efficient components, we can continue to rate our products without adding more and more levels above A+++.

  So why did you receive two labels? Because it can take weeks or even months from a product beginning it’s assembly and being delivered to it’s final home, the UK Government asked manufacturers to include both the old and new style of labels during the crossover period. Over the course of 2021, the old labels will stop being added to boxes, and the new ones will become the standard.

  You can read more about the energy labelling system on the government website: https://www.gov.uk/guidance/the-energy-labelling-of-products particularly under the How to Comply heading.