Frequently Asked Questions

COVID-19 Update
For information about our response to COVID-19 as a business, the most up-to-date information can always be found on:

My Order

How do I track my order?

We’ll send you an email with a tracking link after we’ve despatched your order. For detailed information about all our postage services go to Delivery & Tracking.

Will I get an order confirmation number?

You will receive a confirmation email after your order has despatched which contains your order number for reference.

Can I change an order once I've placed it?

Orders cannot be changed once they have been placed but there is a window of around 15 minutes immediately after placing the order to cancel it, so we advise you call our Customer Service team immediately on 0330 100 1010 with your order number or email address ready and the team will endeavour to cancel your order. Once an order has been processed and sent to our warehouse, we regret it cannot be cancelled.

An item on my order is out of stock – when will I receive my order?

Our website allows you to purchase items out of stock items up to 2 weeks ahead of their delivery into our warehouse. The product page on the website displays the date the item is due back into our warehouse. If one or more items are out of stock your entire order will be held back until every item in the order is ready to be dispatched.

What are the charges for shipping and handling?

Shipping charges vary according to the service you select for your order. For full details go to our Delivery & Tracking page.

Can I change my shipping address?

You can’t change your shipping address online but there is a window of around 15 minutes immediately after placing your order when our Customer Service team may be able to help, so call 0330 100 1010 immediately with your order number or email address. Once an order has been processed and sent to our warehouse your shipping address cannot be amended.

Can you deliver to my work address?

Yes, we can deliver to any business address. Please be aware that not all our shipping services require a signature so you may wish to notify the post handler at your business that you have a parcel coming.

I forgot to add the code for my free gift, will I still receive it?

If a code is required to redeem a free gift you will not receive it unless the code is entered at the checkout. Call our Customer Service team on 0330 100 1010 or email immediately after placing the order and if we can we will add the free gift to your order. Once an order has been processed and sent to our warehouse, we will not be able to add a free gift so take care to enter the code at the checkout. Free gift offers are not redeemable in conjunction with any other code-driven offer.

Can I get a free gift as well as using a sale discount code with my order?

You can only use one promotional code per order at the checkout, so if your free gift requires a promo code to redeem it you can’t use it in conjunction with another promotional code.

My order arrived damaged - what should I do?

If an order arrives damaged please call 0330 100 1010 or send an email with your order number and a photo of the damaged item to

How do I return an item?

All orders with ProCook are covered by a 30 day, no-quibble, money back guarantee. In the unlikely event that you are not delighted with your purchase, you can return items to any of our ProCook stores or direct to our Customer Service team. We are happy to refund goods which are returned within 30 days from date of purchase provided they are unused, in their original packaging and with a valid proof of purchase. For more details please go to our Returns information.

Can I return items to store?

Due to current restrictions relating to COVID-19 we can’t currently process refunds for items that were bought in store, so if your store receipt is dated after the 22nd February 2020 and you would like a refund please hold on to your items until our stores reopen when we will honour this for you.

To exchange a store purchase or if you purchased an item that is faulty and are happy to exchange it for another identical item or an item of the same value please contact our customer service team.

Do I need to keep my receipt?

Please keep a copy of your proof of purchase as without it your guarantee will be invalidated. We accept scans of receipts and in most cases an order number is sufficient as proof of your purchase.

What do I do if my product is faulty?

If your product becomes faulty due to manufacturing default, it can be returned for a replacement within the guarantee period. It is important you provide a receipt, proof of purchase or order number to validate your guarantee. Please refer to our Guarantees information for further detail or call 0330 100 1010 for assistance.

Account Details

Do I have to create an account?

No, you can make a purchase online as a guest.

What happens if I've forgotten my password?

If you’ve forgotten your password simply clicking the link underneath the login to reset it. You will receive an email with instructions to reset your password. After clicking submit, please allow up to 10 minutes for this to arrive.


How do I find my nearest ProCook store?

You can find your nearest ProCook store by typing your postcode into the search field on Our Stores. All of our ProCook stores are also listed on Google Maps and Facebook.

Do you sell gift cards?

We don’t sell gift cards at this time.

How do I care for my product?

We offer detailed care instructions that we recommend you follow get the very best from your ProCook product. Full care instructions are provided with your delivery but you can also get this information from our Product Care page.

How do I claim under my guarantee?

If you believe your product has a manufacturing fault or has become defective following normal domestic use you may be able to claim a replacement product under the ProCook Guarantees. To make a claim it is essential you retain a proof of purchase such as your receipt or order number and follow our Product Care guidelines when using your product. Normal wear and tear and commercial use are not covered under this guarantee. For more detailed information go to ProCook Guarantees.