Frequently Asked Questions (FAQ)

Welcome to the Fellside Kitchen Help Centre. Below are answers to common questions regarding our kitchenware, serving boards, delivery schedules, card payments, and return procedures. For additional queries, please reach out to service@fellsidekitchen.com.

Payment & Ordering

Q: What payment methods do you accept?
A: To maintain high transactional security, we exclusively accept Visa and Mastercard credit and debit cards. All card transactions are protected via bank-grade 256-bit SSL encryption and billed in GBP (£). We do not accept PayPal, American Express, cheques, or bank transfers.

Q: Can I amend or cancel my order after checkout?
A: Because our warehouse dispatches orders quickly (2:00 PM UK Time daily cut-off), please email us as soon as possible if you need to adjust an order. If your kitchenware parcel has already entered handling, it cannot be modified in transit, but you may return it unopened within 30 days using the enclosed prepaid label.

Delivery & Transit

Q: How much does UK delivery cost?
A: Delivery is 100% Free on all UK orders. There are no carriage fees, fragile-handling supplements, or minimum order thresholds.

Q: How long does delivery take?
A: Orders placed before 2:00 PM (UK Time) are prepared in 1 to 2 business days (Monday to Friday). Courier transit takes 3 to 5 business days. Your total estimated delivery time is 4 to 7 business days.

Q: Can I track my kitchenware delivery?
A: Yes. As soon as your order leaves our facility, an automated dispatch email containing your direct courier tracking link will be sent to your registered email address.

Kitchenware & Culinary Care

Q: Are your silicone egg poachers BPA-free and heat-resistant?
A: Yes. All our silicone egg poachers are manufactured from 100% food-grade, platinum-cured, BPA-free silicone that withstands boiling water temperatures up to 230°C without melting or leaching odors.

Q: Can wooden serving boards be washed in the dishwasher?
A: No. Solid wood and bamboo boards should never be put in domestic dishwashers or soaked in sink water, as prolonged heat and moisture cause natural wood to swell and warp. Hand-wash with warm soapy water and dry immediately.

Q: What heat rating do your dining table trivets provide?
A: Our trivets are constructed from high-grade silicone and cast metals tested to handle boiling hot saucepans, roasting tins, and teapots directly from the oven (rated up to 250°C).

Returns & Refunds

Q: What is your return window?
A: We offer a 30-day return guarantee starting from the day your parcel is confirmed delivered by the carrier.

Q: How do I return a kitchenware product?
A: Every parcel leaves our facility with a pre-printed, prepaid return shipping label included inside the box. Neatly repack the clean, unused items, adhere the label over the original delivery barcode, and hand it to the designated courier drop-off point. Return shipping is completely free (£0.00) with zero restocking fees.

Q: When will my refund be completed?
A: Within 3 business days of receiving your returned item at our warehouse, our staff completes inspection and issues your full refund directly back to your original Visa or Mastercard account.