FAQs- FREQUENTLY ASKED QUESTIONS
WHEN WILL MY ORDER ARRIVE?
We dispatch orders Monday - Friday with our post collection time at midday. Next day delivery orders need to be placed before 9am to guarantee dispatch. Please bear in mind when you order that it might take a little longer than normal for your order to arrive. We are able to provide tracking information for orders which will be provided when your order is dispatched. Full details of the different shipping services are available here.
DO YOU DO GIFT WRAPPING?
No problem at all. Everything is beautifully packaged so it will look all present-y and special, and you can also add gift wrapping to your order. We will leave out the shipping note to protect the gift-giver's modesty. Job done. Sit back and wait for the rounds of effusive thanks!
HOW CAN I REDEEM MY GIFT CARD?
To redeem the gift card online, you will need the 16 digit code that is emailed to the person who purchased the gift card. We cannot access this information directly, but can re-send the email. If you need this doing, please email email@example.com.
We also post out a physical gift card which includes an order number starting with "KP".
Either the physical gift card or the 16 digit code can also be used in store.
I HAVE BEEN GIFTED A SHARPENING LESSON, HOW CAN I BOOK IT IN?
For individual classes, take a look at the booking pages for the sharpening lessons at Coal Drops Yard, Stoke Newington and Borough Yards, you will see an availability calendar. Choose which time you want, then email firstname.lastname@example.org with this information and your order number (on your gift card). We can then book you in.
Please note that availability tends to be released about 6 weeks in advance and most slots are during shop hours.
CAN I CLICK AND COLLECT?
Orders purchased through the website can be collected from the shops. Please select which store you would like to collect from and wait for email confirmation that your order is ready before coming to collect. Stock differs between the warehouse and in-store so it can take up to three days for your order to be fulfilled.
WHAT ARE THE SHOP OPENING HOURS AND WHERE ARE THEY?
STOKE NEWINGTON - 92 Stoke Newington Church Street, N16 OAP.
Mon - Sat: 10am - 6pm
Sun: 11am - 5pm
COAL DROPS YARD - Unit 31, Coal Drops Yard, London N1C 4DQ.
Mon - Sat: 11am - 7pm;
Sun: 11 - 5pm.
BOROUGH YARDS - Unit 214 Borough Yards, 20 Dirty Lane, London SE1 9PD
Mon- Weds: 10am - 6pm
Thurs - Sat: 10am - 7pm
Sun: 11am - 5pm
HELP, MY ORDER IS INCOMPLETE
Sometimes items are dispatched from different locations or they can be sent as two separate packages for ease of dispatch. If they have been sent separately, you will receive separate dispatch emails and tracking information. If there are any delays or issues with your order, we will be in touch. If you have any queries, please email us at email@example.com.
DO YOU SHIP INTERNATIONALLY?
Yes. Please see the shipping page here for further info.
WHERE DO YOU SHIP FROM?
All items on the website are located in the UK and shipped from the UK. We source our products globally, from Japan to France to the UK. We try to find the best in class and look for manufacturers and designers that have an intimate knowledge of their products and materials and who are producing quality goods. We are always looking to find new and innovative suppliers.
WHAT IS YOUR STOCK POLICY?
We only list items on the site that we have in stock. However, if there are any problems with fulfilling your order we will be in touch pronto. Inventory errors are rare but can occur. Please check the dimensions provided on the site as images may not be to scale. We try to photograph all products as accurately as possible; however, colours may vary slightly from that pictured due to the photography methods. Obviously, unless stated, any food props are not included.
WHAT IF I'M NOT HAPPY WITH MY ORDER?
We really hope that you are pleased with whatever you have ordered. If not, we can provide an exchange as long as it is returned in an unused saleable condition within 30 days.
We are not able to reimburse you for postage and all items posted back to us should be sent to us on an insured and signed for service to Unit 3, 2 Bouverie Road, London N16 0AJ. Once you have sent it, please email firstname.lastname@example.org with the tracking number so we can know to expect it,. If you would prefer to return your item in store, please also email first - do not just randomly send us things!
In the unlikely case that your item arrives damaged or faulty, please get in touch within 48 hours so that we can help. We check over all products before they are dispatched and all of our knives are made by experienced craftspeople who are experts in their field.
Please make yourself familiar with the knife care instructions on the site and review the difference between carbon and stainless knife care. If you are not sure about the care requirements or properties of a particular knife, please drop us an email before you purchase.
We will replace or refund any items which arrive at their destination faulty or damaged. Please provide photos of the original box before it was opened, how it was packed, what the damage is, and save all original packaging. Email email@example.com and we can provide you with return instructions.
WHY DO YOU HAVE DIFFERENT STOCK ONLINE, IN-STORE AND ON YOUR INSTAGRAM FEED?
We aren't able to put all the vintage stock online as our stock is constantly changing. Similarly, we don't list the delicate ceramic items or food products online as they are too tricky to post. This is also true of the knives: we receive knife stock on a very ad hoc basis as they are hand made in small batches and travel a long way to get to us! Often they sell out before they can be photographed for the website or, particularly in the case of high end knives, are one-off items. While we cannot display our full range online, we are more than happy to provide information about what we have in stock via email (firstname.lastname@example.org) and can provide photos and post them out to you if you are unable to visit us in person.
WHEN WILL XYZ BE BACK IN STOCK?
All stock goes straight into the shops when it comes in and we try to put it online as soon as possible. If there is anything that you think you have seen and can't get your hands on, please get in touch and we can try and hook you up. Ordering a lot of the products we sell is more of an art than a science; lead times between products, particularly handmade knives, varies massively, shipping takes time and there's also customs clearance to factor in. Quite often, we have products on order but not a confirmed delivery date - timescales for restocking tend to be months, rather than days or weeks. The best thing to do if you would like an out-of-stock product is to put your email in the box on the product page. We then send out emails to notify you that the product is back in stock.
WHAT'S THE DEAL WITH KNIFE SHARPENING?
Information about knife sharpening services and classes is detailed here
DO YOU OFFER SHARPENING LESSONS?
CAN I BOOK A PERSONAL SHOPPING SESSION?
We are able to offer knife consultations online and in person. You can book a video call to view stock and discuss your requirements with Tom or Jun. It is also possible to book an in person consultation at the Borough Yards or Coal Drops Yard to talk through stock and compare potential purchases.
HOW CAN I CHANGE MY ORDER OR ADD EXTRA ITEMS?
Please email email@example.com with details of what you would like to add or change. We can then ensure that you do not pay extra postage.