If you have any questions about placing an online order or need to check on the details of an existing order please email our customer services team at firstname.lastname@example.org, from Monday to Friday 8am - 5pm (GMT)
Ondine uses a track and trace courier service and will deliver worldwide. We can only offer Next Day Delivery on Mainland UK addresses. Once you have selected your destination country or have entered your UK post-code, your delivery charge will be shown on your order page.
There are 5 charging zones:
UK zone A £8.00 – within 2 days (Next day delivery option £12.00)
UK zone B £20.00 – within 3 days (for example: Highlands & islands of Scotland, Northern Ireland)
Non UK 1 £20.00 – within 3 days (for example: France, Germany, Italy)
Non UK 2 £25.00 – within 4 days (for example: Canada, USA, Switzerland)
Non UK 3 £40.00 – within 5 days (for example: China, United Arab Emirates, Australia)
UK Next Day deliveries can only be selected for orders placed before 2pm.
The charges are per order for the same address. If you are ordering items for 2 different addresses, you will need to create 2 separate orders.
We may restrict or limit quantities that can be ordered per item in any one order transaction at any time without notification.
Please note that delivery times are estimates and maybe affected by transport congestions or factors beyond our control (such as natural disasters). Non UK order delivery can also take longer due to customs clearance procedures in certain countries. All orders are shipped from the UK.
You will receive email notifications of the progress to your order.
Orders delivered to destinations outside the EU may be subject to import taxes, fees, levies or other charges which are the sole responsibility of the purchaser, or the recipient of the purchase if different. This may delay your delivery time, and it is your responsibility to pay the necessary charges for local authorities to release products from Customs. You may wish to contact the relevant Customs authorities for clarification before placing an order.
If you are not completely happy with your online order, you can return it to us up to 14 days after you have received the order.
Please contact us using one of the many methods via the Contact Us area in the website. Please quote your order number, and reasons for return.
We will provide you with a Returns Reference and address with returns instruction on how to get your order back to us.
Returns are only accepted if the cookware has NOT been used or damaged. (Unless faulty, and this does not affect your statutory rights)
In general, your order must be re-packed for return in the original packaging (s) and any product printed materials that came with the cookware. We will ask you to include a printed form with your Returns Reference.
Refunds or exchanges will be processed within 5 working days after we have received your items. Postage will be refunded if a manufacturing fault is the reason for your return.