1. General questions
What is the status of my order?
Once you have placed your order, we will send you a confirmation email to track the status of your order.
Once your order is shipped we will send you another email to confirm you the expected delivery date as well as the link to track your order (when the delivery method allows it).
Additionally, you can track the status of your order from your "order history" section on your account page on the website.
Can I change my order?
We can only change orders that have not been processed for shipping yet.
Once your order is under the status "preparing for shipping", "shipping" or "delivered", then we cannot accept any edits to your order.
To make changes to your order, please reach out to support@primecookout.com
Where do you ship?
We currently only ship in the UK, Other EU Countries upon Request or Especial Order
For shipping outside of UK, please reach out to our support@primecookout.com
How long does it take to ship my order?
Once you've placed your order, it usually takes 24 hours to process it for delivery.
Standard shipping time within the UK are Between 1 to 3 business day. You can find them when choosing for a delivery method before confirming your order:
2. Payment
What payment methods do you accept?
You can purchase on our website using a debit or credit card.
We additionally offer support for Paypal, Paypal Credit, Amazon Pay, Apple Pay, and Google Pay.
You can chose these payment methods at checkout.
Which currency will I be charged in?
We currently only support the following currencies for charging our customers in their local currency: GBP
Do you offer 3 or 4 times payment option?
We accept 1 time payment at Checkout. If you Have Paypal Credit they Might allow you to make multiple payments.
You will be able to chose that payment option on checkout.
3. Shipping
Where do you ship?
We currently Only ship in the UK Territory.
For shipping outside of the UK, please reach out to our support@primecookout.com
How long does it take to ship my order?
Once you've placed your order, it usually takes 24 hours to process it for delivery.
Standard shipping time within the UK are Between 1 to 3 business day. You can find them when choosing for a delivery method before confirming your order:
Do you offer fast shipping?
We offer fast shipping on a select number of countries:
You can select fast shipping after having entered your delivery location.
How can I track my package?
Once you have placed your order, we will send you a confirmation email to track the status of your order.
Once your order is shipped we will send you another email to confirm you the expected delivery date as well as the link to track your order (when the delivery method allows it).
Additionally, you can track the status of your order from your "order history" section on your account page on the website.
What if I'm not home?
If you're not home, a new delivery will be performed the next day or the delivery partner will reach out to schedule a new delivery date depending on the country and delivery method you choose.
You may also have to go to your local post office to collect your package in case it cannot be delivered to you.
Will I pay taxes for international shipping?
Deliveries in Europe will have to pay custom taxes.
Our delivery partner will handle the clearance and will invoice you in local currency for the duties and taxes linked to your order.
For more information, please refer the to website of the delivery partner handling your delivery.
4. Returns
Do you accept returns?
We do accept returns in respect to the following conditions:
- The item must have been sold on our online store
- The item shouldn't have been used in any way
- The return or exchange request is made within 28 days of delivery
- The return is made within 14 days of the return or exchange request
To ask for a return, please contact our support@primecookout.com
Can I exchange an item?
We do accept exchanges and they follow the same conditions as returns
In order to ask for an exchange, please mention that you would like your item to be exchanged with another item when preparing your return with our support.
Are returns free?
Returns within the UK are free. You can refer to the delivery paper within your package to perform organize your return.
Returns from outside of the UK are the responsibility of the buyer.
Feel free to contact our support@primecookout.com
How long does it take to process a return?
Returns are confirmed within 14 days of receiving the package at our warehouse.
Once your return is accepted, the reimbursement, exchange or credit will be issued within 14 days of our services accepting your return.
5. Other questions
Do you offer a referral program? How does it work?
We have created a referral program to thank our customers for referring their friends and family.
To refer someone, you will first need to have an account on our online store. After that you can head to your profile page to get your personalised referral link.
Any of your friend who decides to place their first order using your referral link will get enjoy a £10 discount. In return you will be credited to £10 too for helping us spread the word.
For more information, please refer to our referral program Info@primecookout.com
Do you have physical stores?
We currently don't have any physical stores under our brand name. However, we do have several distributors in Europe & UK
Is there a warranty?
We guarantee any of our product made by us and sold through our online store to be free of defect. We would gladly accept any return or exchange request resulting from a defective item granted they respect the following conditions:
- The item must have been sold on our online store
- The item shouldn't have been used in any way
- The return or exchange request is made within 28 days of delivery
- The return is made within 14 days of the return or exchange request
If you have a return or exchange request resulting from a defective item please reach out to our support@primecookout.com for more information on how to proceed.