Terms & Conditions
Promotional Terms and Conditions - Please see the bottom of this page. Updated regularly.
General Customer Terms and Conditions
These General Terms and Conditions were last updated on 23 Dec 2020.
1.1 You can place orders with ZWILLING J.A. HENCKELS online.
1.2 This option is collectively referred to as the “Services”/“Service”.
1.3 The terms and conditions contained in this document (“Terms and Conditions”) apply to purchases made using this Service.
1.4 Throughout these Terms and Conditions, the terms “ZWILLING J.A. HENCKELS, we, our, us” refers to ZWILLING J.A. HENCKELS (UK) Ltd. (Company number 05816563).
1.5 By using the Services you are indicating your acceptance to be bound by these Terms and Conditions. They form a legal agreement between you and us and can only be amended with our consent. Any purchases you make are subject to these Terms and Conditions.
1.6 We reserve the right to change these Terms and Conditions from time to time without prior notice, provided that any such change will not affect any purchases you have made before the change is implemented. Your continued use of the Services shall signify your acceptance to be bound by the latest Terms and Conditions.
2.1 All orders placed by you are subject to acceptance by us. We may choose not to accept your order for any reason and will not be liable to you or to anyone else in those circumstances.
2.2 If a product you wish to order is out of stock, an out of stock message will be displayed next to the product. If you wish to know when the product is back in stock please select the button, ‘Please notify me when this product is available again’. A box will open for you to fill in your name and email address. When the product is back in stock and available to order you will receive a notification via email.
2.3 Acceptance of your order and the formation of a contract between us will take place when we despatch the products ordered to you, unless we have notified you that we do not accept your order or you have cancelled it in accordance with section 7 below.
2.4 You can check the status of an outstanding order at any time by phone or online.
2.5 It is an offence for any person under the age of 18 years to purchase a knife, or attempt to purchase a knife in-store or online in the UK. As a responsible online retailer, ZWILLING J.A. HENCKELS performs an age verification check on the purchaser when an attempt to buy a knife is made. This check is solely to verify that the purchaser is over 18 years of age and is an automated part of the transaction process. The age verification check is made with our age verification partner GB Group using data sources including but not necessarily limited to the electoral roll, telephone directory and credit reference data. Where a check is made against credit reference data, this is a ‘soft’ check, meaning that it does not affect your credit score. Where the purchaser's age cannot be verified online, we may ask for further documentary proof in order to complete the transaction. Documentary proof can either be a UK driver's licence or international passport (including UK passports). Unfortunately we cannot use EU driver's licences or national ID cards to complete the age verification check. If you have any questions about the age verification check, please email us at firstname.lastname@example.org or call 0845 262 1731, Monday to Friday, 8.30am to 5pm and we will be happy to help.
2.5a More information on the sale of age-restricted goods can be found on the Chartered Trading Standards Institute’s Business Companion website.
2.6 You must provide a valid email address when placing an order to enable us to send you the required contract in durable form. The contract between ZWILLING J.A. HENCKELS and the purchaser is concluded when payment for the order has been accepted by ZWILLING J.A. HENCKELS. The order is confirmed in an order confirmation email sent to the purchaser at the email address entered when making the purchase.
4.1 All prices are in pounds (£) sterling, inclusive of UK VAT (where applicable), but exclude delivery charges.
4.2 Delivery charges, where applicable, are clearly displayed when you view the products you have selected within your basket. Delivery charges will be added to the total amount due once you have selected a delivery service, upon which they are automatically calculated and added to your order.
4.3 In the unlikely event that the price of a product has been incorrectly advertised, we will contact you to ask whether you wish to proceed with the order at the correct price. If you are not happy to proceed, or we are unable to obtain your instructions, we will cancel the order. We will not be obliged to supply products at the incorrect price.
4.4 Active coupon codes can be used to apply a discount across all items, except for those currently on special offer. 4.4a, Special offer includes: price discounts, percentage discounts, gift with purchase and any other type of promotion or offer.
4.5 Any discount or voucher codes cannot be applied retrospectively to your order. 4.5a, multiple discount codes cannot be used in the same order. Only one code can be applied to any one order.
5.1 Payment can be made by most major credit or debit cards or with a PayPal account. We do not accept cash.
5.2 We cannot accept your order until you have paid for it in full.
6.1 We deliver to mainland UK and Northern Ireland only using the courier DPD (unless otherwise specified). We are unable to deliver to other countries within the EU or worldwide. Deliveries usually take between 2-3 working days. If ordered before 10am on a weekday, deliveries will usually be made the next working day, however we cannot guarantee this. We aim to get your goods to you in the shortest amount of time and in the most cost effective way. During busy periods such as Christmas and Black Friday, extreme circumstances or force majeure delivery times may be delayed. We do not ship on weekends or public holidays.
6.2 Where delivery charges are displayed on screen, these are standard UK mainland delivery charges only (unless otherwise specified).
6.3 We only despatch products ordered by you once payment has been authorised.
6.4 We will deliver directly to the address specified in your order. We cannot deliver products within the same order to multiple addresses.
6.5 Once delivered, the products ordered will become your property (provided they have been paid for in full) and your responsibility. Risk of loss and damage of products passes to you on delivery.
6.5.a. Non-delivery of your order. We aim to deliver your order within a maximum of three working days from the date your order was placed. If your order does not reach you within this time please notify us by email to email@example.com or by phone on 0845 262 1731 so we can swiftly resolve the issue. If your order does not arrive after 30 calendar days, you have the right to cancel your order and receive a full refund.
6.5.b. Partial non-delivery of your order. If part of your order is missing, please notify us as soon as possible, ideally within three working days by email to firstname.lastname@example.org or by phone on 0845 262 1731 so we can quickly resolve the issue. If your item does not arrive after 30 calendar days, you have the right to cancel this item and receive a refund for the missing item.
6.6 If you choose to use the Services from outside the United Kingdom, you are responsible for complying with local laws, if and to the extent that they are applicable. We do not represent or warrant that any product we sell is appropriate for use or available in locations outside of the United Kingdom, or that it complies with any legal or regulatory requirements of such other locations.
Returns and Cancellation
7.1 You have a statutory right to cancel your purchase. If you wish to cancel you must tell us in writing within 14 days from the date on which the product is delivered. You must take reasonable care of the product and you should return the product to us (at your own risk and cost) within 14 working days of notifying us of your cancellation. The product must be returned unused. Please return the product with its original packaging. Please allow up to 14 days from our receipt of your returned product for your refund to be processed.
7.2 It is our policy to contact and work with customers whose level of returns is very high. This is to ensure that our prices are not negatively impacted by the cost to ZWILLING J.A. HENCKELS of dealing with an extremely high number of returns by a small minority of customers. If a customer continues to return an extremely high number of products to us, we reserve the right to close their account. If this happens the customer’s statutory rights will remain unaffected, orders accepted by us before the account has been closed will be fulfilled in accordance with these terms and individual product warranties will continue to be honoured in accordance with their terms.
7.3 If you wish to return an unused, non-faulty item and replace it with an alternative item please cancel and return your initial product and place a different, separate order for the replacement.
Faulty or Damaged Products
8.1 ZWILLING J.A. HENCKELS will refund the purchase price together with the delivery charge for any product that is delivered in a damaged or faulty condition. We will also refund the purchase price together with the delivery charge for any product that develops a fault within a period of 1 year from delivery (other than due to normal wear and tear, failure to follow instructions or misuse).
8.2 Alternatively, if you would like, ZWILLING J.A. HENCKELS will replace the product with the same, or a similar product (subject to stock availability). Contact our Customer Service representatives (see section 15 below) who will send you a pre-paid label to return the product by post or arrange for a courier to collect it from you depending on your location. If you are from outside of the UK please contact customer service who will advise you on the best possible way of returning your item. Return delivery charges will be refunded. Please include your order number (if possible) with the returned product and indicate whether you require a refund or replacement (subject to stock availability). If the product is to be returned by post, please remember to obtain proof of posting. Please allow 14 days from our receipt of your product for your refund to be processed or a replacement product to be despatched.
8.3 We reserve the right to refuse to issue a refund/replacement product and to recover the cost of the return delivery from you in the event that the product is found to have suffered damage after delivery or has been misused or used other than in accordance with the instructions or if the problem is due to normal wear and tear. We do ask that damaged or faulty products are returned promptly.
8.4 Nothing in this section or elsewhere in these Terms and Conditions or in our returns policy affects your statutory legal rights.
9.1 We have taken reasonable steps to display as accurately as possible the colours and other detailing of our products. However, the actual colours and detailing you see on screen will depend on the equipment you use to view the products. We cannot guarantee that your computer monitor, screen or mobile device display will exactly reflect the colour or detailing of the product upon delivery.
9.2 Any information regarding sizing of products is included as a guide only. If you are in any doubt as to the size of any product you require, we recommend that you contact us prior to placing an order. Our contact details are set out below.
9.3 ZWILLING J.A. HENCKELS products are covered by a limited lifetime guarantee against manufacturing and material defects. They are not covered against damage through misuse or accident. Please contact us if you have a query relating to the product guarantee.
10.1 If you wish to order a product where a minimum age requirement is indicated, you must confirm that you are of the required age before you will be able to proceed with the order. We reserve the right not to supply any age-restricted product where we reasonably believe that you are below the relevant minimum age. See 2.5 for more information on age restricted goods.
10.2 For certain age-restricted products only certain specified payment methods may be allowed.
11.1 We will not be liable to you where performance of any of our obligations is prevented or restricted by any circumstance or cause beyond our reasonable control.
11.2 You are responsible for the use you make of the products you order. To the extent not prohibited by law, we accept no liability for any loss which is not reasonably foreseeable or for any business loss (which includes loss of profits, contracts, goodwill, opportunity and other similar losses).
11.3 We accept liability for death or personal injury caused by our negligence and responsibility for fraudulent misrepresentation and any other liability that cannot, under English law, be excluded.
11.4 Nothing in this section or elsewhere in our Terms and Conditions affects your statutory legal rights.
12.1 Any formal legal notices should be sent to us at the address at the end of these Terms and Conditions by post or by email and confirmed by post.
12.2 Failure by us to enforce a right does not result in waiver of such right. You may not assign or transfer your rights under these Terms and Conditions.
12.3 If any part of these Terms and Conditions is found to be unenforceable as a matter of law, all other parts of these Terms and Conditions shall be unaffected and shall remain in force.
12.4 You acknowledge and agree that all copyright, trademarks and all other intellectual property rights in all materials and/or content made available as part of your use of the Services shall remain at all times vested in us or our licensors. You are permitted to use this material only as expressly authorised by us or our licensors.
12.5 You may not assign or sub-contract any of your rights or obligations under these Terms and Conditions or any related order for products to any third party unless agreed upon in writing by ZWILLING J.A. HENCKELS.
12.6 ZWILLING J.A. HENCKELS reserves the right to transfer, assign, novate or sub-contract the benefit of the whole or part of any of its rights or obligations under these Terms and Conditions or any related contract to any third party.
12.7 No term of any contract subject to these Terms and Conditions shall be enforceable by virtue of the Contracts (Rights of Third Parties) Act 1999 by any person not a party to such contract.
12.8 You and we agree that English law applies to these Terms and Conditions and that any dispute between us arising out of or in connection with these Terms and Conditions will only be dealt with by the English courts, unless you are resident in another part of the United Kingdom, in which case the applicable law of that part of the United Kingdom will apply and any dispute will be brought before the courts there. We are required by law to inform you that purchases can be concluded in English only and that no public filing requirements apply.
How to contact us
0845 262 1731
Our customer service team are available Mon-Fri 8:30am to 5pm.
Contact us via email@example.com
Write to us at:
ZWILLING J.A. HENCKELS (UK) Ltd
16 Handley Page Way
Old Parkbury Lane
Terms and Conditions for Internet pages under the Internet domain www.zwilling.com/uk/en and www.uk.zwilling-shop.com linked pages contained therein.
§ 1 Application
The use of these Internet pages is solely permissible by the set out Terms and Conditions.
Please read carefully the following Terms and Conditions. You are agreeing to abide and be bound by such Terms and Conditions.
The contents of the ZWILLING J.A. HENCKELS web pages may not be modified or in any way commercially or officially reproduced, exploited, redistributed or used in any other way than allowed.
Downloading of contents from the ZWILLING J.A. HENCKELS web sites is permitted solely for private and non-commercial use.
It is prohibited to use the contents of these web sites on other web sites or in networks.
§ 2 Services
ZWILLING J.A. HENCKELS stores specific information on its websites to view or download.
ZWILLING J.A. HENCKELS reserves the right to terminate these web pages wholly or partially at any time. ZWILLING J.A. HENCKELS does not assume any liability for an uninterrupted or error free and continuous access. ZWILLING J.A. HENCKELS does not assume the obligation to update the contents of the web pages.
§ 3 Registration/Password
Some pages are password protected. Access is permissible to registered users only. Registrations are solely to the discretion of ZWILLING J.A. HENCKELS, no legal rights may be enforced.
§ 4 The Right to Use Information
The user is prohibited to use the retrieved information to neither sell or hire them to third parties nor release them in any other way. Retrieved information may not be altered or partially taken out of context in any way.
All information stored on the ZWILLING J.A. HENCKELS websites are protected by copyright, intellectual property rights and other regulations and laws.
You may not do any of the following without prior written permission from us:
copy, supplement, reproduce, modify or in any way commercially exploit or redistribut any of the contents.
Beyond these Terms and Conditions no further right of use exists, specifically to the use of the company name or other trade protection regulations.
§ 5 User Obligations
Users of the ZWILLING J.A. HENCKELS web pages must not: harm persons or their personal right; contravene the standards of moral conduct with his/her way of using the site disparage products or brand of ZWILLING J.A. HENCKELS AG shown on the site; violate or infringe trademarks; copyrights or any other right of ownership; distribute virus infected or other contents that may harm the software; add, store or send hyperlinks or contents without being entitled to do so; distribute advertising or unsolicited e-mails.
§ 6 Hyperlinks
ZWILLING J.A. HENCKELS web pages may contain hyperlinks to other third party websites. ZWILLING J.A. HENCKELS does not assume any liability for the contents of these pages nor does it assume ownership.
§ 7 Liabilities
ZWILLING J.A. HENCKELS will not be liable for any damages, including indirect or consequential damages, or any damages arising from use or loss of use, data or profits, whether in contract, negligence or other tortuous action, arising from or in connection with the use of ZWILLING J.A. HENCKELS websites, its suppliers and third parties mentioned there.
This does not include premeditation or a case where a legal obligation is unavoidable.
ZWILLING J.A. HENCKELS does not warrant that functions contained in ZWILLING J.A. HENCKELS contents will be free of viruses or bugs. The user is obliged to use make his/her own security arrangements.
§ 8 Data Protection & Privacy
§ 9 INFORMATION REGARDING THE 0845 PHONE NUMBER
The cost of calling 0845 numbers is made up of two parts: an "access charge" levied by the telephone company and a "service charge" which may be optionally set by the company receiving the call.
ZWILLING J.A. Henckels UK Ltd does not apply this service charge to calls made using the 0845 262 1731 contact phone number. The charge your telephone service provider may vary depending on your provider and plan.
Please refer to the Ofcom website (link opens in a new window) for full information regarding telephone service provider access charges for 0845 numbers.
These terms shall be governed by and interpreted in accordance with the laws of the United Kingdom, excluding UN purchasing regulations.