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The Wok House team answers your questions about delivery, returns, payment and looking after your wok.
How long does delivery take?
Your order is prepared within 3 to 5 working days of payment being confirmed (Monday to Friday, excluding bank holidays). Delivery then takes 7 to 15 working days, so allow around 10 to 20 working days in total.
These times are a guide and can be longer during busy periods.
How much does delivery cost?
In the UK, standard delivery costs £4.20 and is free on orders from £77. The same rate applies to the EU and the rest of the world. Canada: C$7.90, free from C$145. USA: US$5.60, free from US$102. Australia: A$8.00, free from A$147. Ireland has its own rate in local currency, shown at checkout.
The free delivery amount is based on your order total after any discount code. Once your order reaches it, you can add Secure Delivery at checkout, which covers loss and theft of the parcel, for the same price as standard delivery.
Which countries do you deliver to?
We deliver to the United Kingdom, Ireland, the European Union, the United States, Canada and the rest of the world. The carrier depends on the destination.
How can I track my order?
As soon as your parcel is dispatched, you get an email with your tracking number. You can also follow your order at any time on our tracking page (your order number starts with TWH).
I haven't received my tracking number. How can I get it?
First check your spam folder and the email address you entered when ordering. If you still can't find it, email us at info@the-wok-house.co.uk with your order number and we'll send it to you.
I entered the wrong address. What should I do?
Email us as soon as possible at info@the-wok-house.co.uk with your order number and the correct delivery address. The sooner we hear from you, the easier it is to change.
My parcel arrived damaged or never arrived
Contact our customer service team at info@the-wok-house.co.uk or on +44 7888 396 427 with your order number. If the parcel arrived damaged, send a few photos within 30 days of delivery. We will arrange a replacement or a refund.
Can I return an item?
Yes. On top of your 14-day legal right to cancel, you have 30 days from delivery to send an item back.
The item must be unused, complete and in its original packaging, with any tags still attached and your order number included. Contact us first at info@the-wok-house.co.uk or on +44 7888 396 427 to get return approval and the return address, then send the parcel with a tracked service.
Who pays for return postage?
If the product is faulty or the mistake is ours, we pay for the return and for sending the item out again. If you cancel or change your mind, the return postage is yours to pay.
When will I be refunded?
Once we have received and checked the returned item, your refund goes back to your original payment method within 10 days. You get an email confirming the refund as soon as it is processed.
Can I exchange an item?
Exchanges are possible for faulty or damaged items. Email us at info@the-wok-house.co.uk to arrange one.
Which payment methods do you accept?
Visa, Mastercard, American Express, Diners Club, Discover, Apple Pay, Google Pay, PayPal, Shop Pay, Amazon Pay and Klarna. Payment is taken at checkout, when you place your order.
Is payment secure?
Yes. Transactions are encrypted (SSL) and your card details are handled directly by our PCI DSS certified payment providers, so we never store them. To find out more, read our privacy policy.
Do I need to season my wok before using it for the first time?
For carbon steel and cast iron woks, yes: we recommend seasoning before the first cook. Wash the wok in hot soapy water and dry it well. Heat it, spread a thin layer of neutral oil over the whole surface with kitchen paper and keep heating until the oil starts to smoke lightly. Let it cool, wipe it, then repeat a few times. The wok may change colour as you do this, which is normal.
The FAQ on each product page says whether your model needs seasoning. If in doubt, email us.
Does my wok work on an induction hob?
The hobs each wok works on are listed on its product page, and the Induction Hob Wok collection groups the compatible models. On induction, keep the wok flat on the hob: once you lift it, it stops heating.
How do I look after my wok day to day?
Wash it by hand in hot water with a soft sponge, then dry it straight away. Avoid the dishwasher and don't leave it to soak. For a carbon steel or cast iron wok, wipe on a thin film of oil before you put it away: it doesn't like staying damp.
How can I contact customer service?
By email at info@the-wok-house.co.uk, by phone on +44 7888 396 427 or through our contact form. Our customer service team replies Monday to Friday, 8am to 6pm (London time), within 24 business hours.
