CUSTOMER SERVICES

Welcome to our customer services portal - below are some FAQ's to answer most problems.
If you have any additional questions, concerns or comments please contact our customer services department at info@dxpechef.com
Our full site terms can be found here.

CAN I ORDER OVER THE PHONE ?

Due to a change in customer service policy we are unfortunately unable to take orders over the phone at the moment.

I AM HAVING DIFFICULTY PLACING AN ORDER ?

We are sorry to hear you are having trouble placing an order. The easiest solution is to contact our customer's service team at info@dxpechef.com and we will be happy to help deal directly with your issue.

CAN I CHANGE MY ORDER ONCE PLACED ?

Once your order has been confirmed, it's not possible for you, or us, to change it prior to dispatch. Please contact us if you have placed an order incorrectly and we will cancel that order, allowing you to re-order the correct items. email info@dxpechef.com

DO I HAVE TO PAY CUSTOMS AND IMPORT CHARGES ?

Any customs or import duties are charged once the parcel reaches its destination country. The recipient of the parcel must pay these charges. Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.
We recommend contacting your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

Please be aware that your parcel can be also delayed by customs and subsequent charges can be applied. We have no control over this, and cannot supply any details why or for how long your parcel will be delayed.

DELIVERY DETAILS

Shipping Policy

Processing Time:
All items are custom-made upon order. Production times typically range from 2–7 business days, depending on the product.

Shipping Time:
Shipping times vary based on your location:

• Domestic: 5–10 business days
• International: 7–21 business days

Combined Shipping:
Orders with multiple items may ship separately as they may be processed at different facilities.

WHEN WILL I KNOW MY ORDER HAS BEEN SHIPPED ?

As soon as you have received your email from us with your Royal Mail tracking number, you will know it has left our warehouse on this date.

WHAT PAYMENT TYPES DO WE ACCEPT ?

We process our Payments through STRIPE.  Soon we will also be accepting PAYPAL, if you  If you do not have a PayPal account, you can click the "do not have a PayPal account button" which accepts a wide range of payment types.

CAN I TRACK MY ORDER ?

All orders are shipped using the Tracking Number Provided sent you by email and can also be found in your customer account.

CAN I HAVE A DIFFERENT DELIVERY ADDRESS TO MY PAYMENT ADDRESS ?

We only send out items to a 'confirmed' address i.e. your billing address. If your address is 'unconfirmed', i.e. different from your billing address, we will send you an email asking you to provide a valid reason for change in address. Please note that emails will only be sent to the email address used to make the purchase through PayPal.
We are required to confirm your identity in this way as a security measure against fraud.
We cannot change the delivery address of a parcel once your order has been placed.

MY COUNTRY'S CUSTOMS DEPARTMENTS HAVE REQUESTED MORE INFORMATION ?

Each country will have their own goods import procedures and these can vary across countries. From our experience US customs do require at times further details of a high value order, such as manufacturer details/IRS number at times. If you have an order in customs, please contact customer services at info@dxpechef.com quoting your order no and we can help you resolve the matter as fast as possible.

WHAT IF MY ORDER IS NOT CORRECT ?

Every so often mistakes do happen, but we do our best to fix them and correct any issues you may have. If you have noticed that we have made a mistake with your order, please email us at info@dxpechef.com , and we will look into it. Please include your order reference at all times when e-mailing customer services.

RETURNS & EXCHANGES ?

As all products are custom made-to-order, Please contact us first to resolve the Issue. Firstly check your order email with your order number and follow the help links to resolve the issue effectively.

returns and exchanges are not accepted unless there is a defect or error in the order.

Defective or Incorrect Orders:
If you receive a damaged or incorrect item, please contact us within 7 days of delivery with a photo of the issue and your order number. We will ensure the issue is resolved promptly. Please follow the instructions in your order email to report an issue.

Order Changes or Cancellations:
Due to the custom nature of our products, changes or cancellations may not be possible after 12 hours from placing your order.

Returns should be made by registered mail in their original condition, to the address below, within 7 working days from receipt. 

SALE ITEMS:  Sale items cannot be returned or Exchanged. Please ensure that you have carefully reviewed your order before finalizing your purchase. For more help please contact: info@dxpechef.com

We will refund any sums that you have paid to us with the exception of postage and packing. Only products that are in their original condition will be refunded, others will be returned to the customers at their own cost. For more information please Email: info@dxpechef.com 

To return your orders simply follow these steps:
- Please ensure you have read and understood thoroughly how to return an item.

-  Email Info@dxpechef.com to request a 
- Either clearly write a personal note or Download our Returns form here and fill in all the details DXPECHEF RETURNS FORM, 
- Return the item along with the completed returns form or written note note by recorded delivery to

 DXPE CHEF, Returns, 59 NAVESTOCK CRESCENT, WOODFORD GREEN,  LONDON IG8 7AZ 

-Please always obtain proof of postage and tracking number when returning a parcel. We are unable to assume responsibility for any lost or damaged items.

-Please email info@dxpechef with subject; Return or exchange and your order number. Please then state the reason for return along with your package tracking number and delivery company used so we can track the return.

- Once we receive your order and passes inspection, you will be offered an exchange, a store credit or a refund.

- We always try to process returns as soon as they arrive. However, please allow up to 14 days for your return or exchange to be processed.

DXPE CHEF
www.dxpechef.com
info@dxpechef.com