Frequently Asked Questions

​Delivery

​How do I track my order?

You can review the progress of your order by heading over to the 'orders' section in your account, you should also receive updates via email or text, such as dispatch notifications.
You will receive postage updates and expected delivery dates on orders with tracked postage.

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When will my order arrive?

This depends on what delivery option you have selected. If you selected Express Delivery, then your order should arrive with you within 1-3 working days of dispatch. If you selected Standard Delivery, then you should receive your order within 2-5 working days of dispatch. Please note that delivery times may be longer due to covid, although we are working hard to dispatch orders.

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Do we post to UK offshore addresses?

Yep. We post to all of the UK. No special postage option needed.

Do we deliver outside of the UK?

Unfortunately, we aren't yet able to post to outside the UK, but please do contact us and we should be able to accommodate your order on a one-off basis. We are working on a permanent option. 

​Click & Collect

​How to Click & Collect?

You can select to Click & Collect at the checkout stage of your shop with us...

Where & when do I collect my order?

You will receive a text or email when your order is ready to collect.
It is usually ready within 2 hours on the days we are currently open; Monday - Saturdays. 9am - 5pm.
You can collect your order from our shop:
The Lighthouse Cookshop, 6 Market Place, Ringwood, Hampshire. BH24 1AW.
Get Directions here.

Due to the impact of Covid 19, we request that you wear a face mask and do not visit us if you or any member of your household shows any symptoms, inline with Government guidelines and advise.

Please bring your order confirmation with you, we may also ask you for ID. If you are collecting any restricted products; blades, lighters, blowtorches etc. You MUST be over the age of 18, and able to prove so. An age-check will be run after purchase to verify this. Find out more here: Age Verification.

​Orders & Payments

​What payment methods do you accept?

We accept all major card providers e.g. Visa, MasterCard, American Express etc. We also accept payment through PayPal, or you can speed up checkout with Google or Apple Pay. You can select this at the checkout.

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Can I cancel my order?

You can cancel your order, providing you do so before its dispatch. After this point we cannot cancel your order. If upon its arrival you are unsatisfied with your purchase(s), you may return some or all of your item(s) to us, provided all returned products:
1. remain in their original, unopened packaging.
2. are unused and are in resalable condition.

If products are returned to us in an unsalable condition, we have the right to not grant you a refund for any unsalable products.
See Delivery & Returns for more information.

Can I amend my order?

If you wish to amend your order, please contact us to find a solution. Please note that amending an order after its dispatch is not possible.

 

​Returns & Refunds

​An item has arrived broken, what should I do?

In the unlikely event that an item isn't delivered to you in perfect condition, please contact us with a photo of the damage on the item. Make sure to include your order number and whether you would like us to send you a replacement (subject to stock availability), credit or a refund.

Can I return an item(s)?

You can return an unwanted item within 28 days for a refund, provided all products returned are in mint condition, original packaging & are unused. See Delivery & Returns for more information & postage charges.

How long is my product guaranteed for?

All long term (if any) guarantees are held with the manufacturer. Though we guarantee most products for at least 28 days. In the unlikely event something goes wrong with a product you have bought from us, (within a reasonable amount of time), and that error is not that of user error (e.g. dropping & breaking a mug, or misuse of a product), please contact us with proof that you bought/ ordered that product from us, a photo of the damage, and whether you would like a replacement (subject to stock availability), credit or a refund. Please note that this is subject to our Terms & Conditions and the length of that product's guarantee with us or our supplier.

​Other Questions

​Is your packaging recyclable?

Our postage packaging is recyclable and eco responsible where possible. We always try our best not to use plastic and usually re-use packaging. We will when necessary use bubble wrap to protect breakable items, to ensure they get to you safely.

Do you have a shop?

We do. Our shop is in Ringwood, Hampshire, UK.

Ringwood is the gateway to the Beautiful New Forest National Park. You can find out more about us here. We are fully open once again, see our opening times for details. Can't visit us? Order on our website, and we'll pop it in the post. Thank you to all our customers for your continued support!