By placing an order through The Wok House, you agree to the terms below. These are provided to ensure that both parties are aware of and agree to this arrangement to protect each other and to set expectations on our service.
1. General
Subject to stock availability, we endeavour to maintain an accurate stock inventory but from time to time there may be a stock discrepancy and we may not be able to fill all items at the time of your purchase. In this case, we will contact you to see if you would prefer to wait for the out-of-stock item to be restocked or if you would prefer a voucher.
2. Shipping costs
Shipping costs are calculated at checkout based on the weight, size and most importantly the destination of the items in your order. Payment of the shipping costs will be collected at the time of purchase. This price will be the final price of your order for shipping costs.
3. Returns
The conditions for returns are available in the Returns and Refunds Policy page, which you can find at the bottom of the page.
4. Delivery terms
In general, orders shipped abroad may be in transit for up to 4. However, in exceptional cases this may be longer (up to 20 days). This varies greatly depending on the type of delivery selected and the supplier of the items contained in the order you have placed.
Shipping time
Orders are generally processed within 2 working days of payment of the order. In fact, we allow 24 hours for the delivery address to be changed.
Our teams contact the storage locations of the items Monday to Friday during normal business hours, except on national holidays, when shipping will not be activated with the storage locations.
When you place an order with The Wok House, the maximum shipping time is 5 working days. Orders are often dispatched before 5 working days. However, delivery can take up to 2-4 weeks during this busy period.
It is important to note the difference between shipping and delivery. Delivery is the transportation of items and their delivery to a destination address. Shipping is the act of sending the items in an order.
For this reason, in exceptional cases, the delivery time can be up to 5 weeks (2 working days for processing the order, 5 working days for shipping and 4 weeks for delivery).
These are exceptional total times, but The Wok House would like to inform you of this in order to avoid any inconvenience. That said, once this delivery time has passed, i.e. 5 weeks, we want to keep you satisfied.
To do this, we will offer you solutions such as returning your order at our expense or creating a discount for you. This almost never happens, but The Wok House is becoming a victim of its own success and we prefer to anticipate such situations and let you know what our policy is in terms of customer service.
Therefore, if you received your order confirmation email 5 weeks ago or more, please either reply to your order confirmation email or email us at info@the-wok-house.co.uk.
And in order for your email to be processed as quickly as possible, we advise you to include the following information in your email:
- Your order number
- The email address you used to place your order
- Your last name
- First name
- Content of your order (even approximate)
- Date of your order
If you send us an email to info@the-wok-house.co.uk, we also advise you to put "Delivery time - Your order number" in the subject line of the email.
Example: "Delivery time - 125698".
The members of The Wok House dedicated to customer service will reply to you within 24 working hours by email to deal with your situation.
4.4 Change of delivery address
For delivery address change requests, we are able to change the address at any time before the order is dispatched.
4.5 Shipment by post box
The Wok House will only ship to P.O. Box addresses using the postal services. We are not able to offer courier services to these locations at this time.
4.6 Shipping to military addresses
We are able to deliver to military addresses through the USPS. However, we are not able to offer this service using courier services.
4.7 Out of stock items
If an item is out of stock, we will contact you to find out if you would prefer to wait for the out-of-stock item to be restocked or if you would prefer a voucher. This voucher will be worth more than the amount of your original order.
4.8 Exceeding the delivery time
If the delivery time has been exceeded, please contact us at info@the-wok-house.co.uk so that we can process your request.
5. Follow-up notifications
Upon shipment, you will receive a tracking link from which they can follow the progress of their shipment based on the latest updates available from the shipping service provider.
6. Packages damaged in transit
If you find that a parcel is damaged in transit, please reject the delivery if possible and contact our customer service department. If the parcel was delivered without you being present, please contact the dedicated customer service team at The Wok House at info@the-wok-house.co.uk.
7. Duties and taxes
7.1 Sales tax
Sales tax has already been applied to the price of the goods as shown on The Wok House when you place your order.
7.2 Import duties and taxes
Import duties and taxes for international shipments may be payable upon arrival in the destination country. This varies from country to country, and The Wok House encourages you to be aware of these potential costs before placing an order with us. If you refuse to pay duties and taxes on arrival at your country destination, the goods will be returned to The Wok House at the customer's expense, and the customer will receive a refund of the value of the goods paid for, less the cost of the return postage. The cost of the original shipment will not be refunded.
8. Cancellations
If you change your mind before you have received your order from The Wok House, we can accept cancellations at any time before the order is shipped. If an order has already been shipped, please refer to our refund policy at the bottom of the page.
9. Insurance
Packages are insured against damage and loss up to the value declared by the carrier. The loss is recorded in the event that the postal service confirms the loss. A delivery confirmed by the postal service will be considered valid. The Wok House has had too many cases of dishonest customers claiming not to have been delivered to rely solely on what the customer says. However, The Wok House will do its utmost to satisfy you by returning the items in your order at its expense or offering you a discount.
9.1 Process for packages damaged in transit
We will issue a refund or replacement using the Returns and Refunds Policy linked at the bottom of this page.
9.2 Process for packages lost in transit
In the event that the postal service confirms a loss in transit, The Wok House will do its utmost to satisfy you by returning the items in your order at its expense or offering you a discount.
10. Customer Service
For all customer service enquiries, please send an email to info@the-wok-house.co.uk