All our shops are open at reduced hours.
Our website is open for you to place orders and we are dispatching at an unprecedented rate. Our incredible warehouse team have been working non stop to make sure we can still pick, pack and dispatch your orders as quickly as possible. As with most companies, we are operating with fewer staff than we normally would be, so we hope you understand that it may take a little longer than usual to answer your phone calls and respond to your emails.
Thank you in advance for your patience and understanding.
To make sure we can answer all customer queries as quickly as possible, please consider the following Frequently Asked Questions before contacting us:
When should I expect my order?
We are currently asking customer to refrain from calling us to chase up delivery dates for orders. This allows us to prioritise actually getting your goods out for delivery. Unfortunately we are not able to answer telephone queries at this time, though you can leave a voicemail message for us. This may, at times, mean that our response times are a little slower than usual but we would ask that you bear with us. We would like to apologise for any inconvenience, but please rest assured that all customer enquiries will be dealt with.
Our warehouse team is working hard to make sure that most products are dispatched within our standard lead time and many items are going out much quicker. Some items do have longer lead times due to our suppliers also working with fewer staff and taking longer to deliver to us.
We will email or text you once items are dispatched and on the way. Your order confirmation will give you a 'worst case scenario' delivery date.
Why have you suspended taking telephone orders?
We are currently unable to take orders over the phone and so we ask all customers to visit https://aolcookshop.co.uk/ to place orders.
I received my order, but it was incomplete.
We do sometimes part ship orders to ensure the products arrive as quickly as possible. So if you receive a delivery and think something is missing, please check the delivery note as this will let you know what should be in the parcel and if there is anything to follow in future deliveries.
My delivery tracking shows my items have been delivered but I haven’t got them.
Our carriers are currently operating “Contact free” deliveries. If you receive confirmation that something has been delivered but haven’t received it, it’s worth checking around your property or in your designated safe place before contacting us.
Do you have plenty of stock?
In short, yes we do! We are constantly ordering more stock so that we can not only continue to fulfil orders as they are placed, but also reduce the amount of time you have to wait. However, a number of our suppliers have gone from delivering to us in 24 – 48 hours to 10 - 14 days and this, along with a spike in demand means that some items may be delayed, or temporarily unavailable.
I have another question or problem
We would like to assure you that we continue to be here if you need us. Like most of our customers, many of our staff are spending the vast majority of their time at home and we realise that cooking and baking are becoming a sanctuary. We are committed to making sure we do everything we can to continue to supply you with the best quality products at great value.
Please contact us.
Thank you for your continued custom and for your support and patience at this challenging time.
We really appreciate it and wish you all good health and best wishes.