Frequently Asked Questions

How can we help?

When you create an account with us you are able to see past orders and track current orders. Your address details will also be saved, speeding up your ordering process.

If you forget your password you can click on the ‘forgot password’ link on the account sign in page. Please enter your email address, you will then receive an email which allows you to reset your password.

You can change your password in the password section in your account.

Once you have added your chosen products to your account, click the ‘Checkout’ button. This will open a new window, where you can see all the products you have chosen, the shipping cost and the total bill. Also on this page, you can enter any vouchers codes or amend the products you have chosen.

Then you can click the ‘Next Step’ button, which will take you to the sign in page. If you already have an account you can sign in using your email address and password, if not you can register. If you do not want to register you can continue your purchase as a ‘guest’.

You will then be asked for your billing and shipping address. If you have already shopped with us and have an account these details will be automatically filled in, but you can still change them if necessary.

The next step is to input your payment details. You can pay by credit card, debit card or PayPal.

Once you have paid you will receive a confirmation email with your order confirmation number and details of your order.

If you wish to see the status of your orders, please log into your account and look under ‘order history’.

ZWILLING accepts payment by credit card, debit card or PayPal.

Yes, you can enter a different delivery address and billing address. If you wish to change the delivery address after you have placed your order, please contact customer service.

If your product arrives faulty or damaged ZWILLING J.A. HENCKELS will refund the purchase price and delivery charge. We will also refund the purchase price together with 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). If the customer wishes to return unwanted goods they are responsible for the cost of return delivery.

If you wish to return an unwanted product you have 14 days from the day you receive the goods to cancel. If you wish to return a faulty product you have up to 1 year.

Please enter your email address in the newsletter sign up bar. You will receive an email confirmation with a link to finalise your sign up.

Be the first to know about promotions, competitions and new products and also get exclusive discount codes to use in the online shop.

You can find the unsubscribe link at the bottom of each newsletter.

Our sign-up emails work in two stages:

Stage 1: You will enter your email in the website footer or the website pop up and will then receive a confirmation email to your inbox.

Stage 2: Once you have received the confirmation email, you will need to click the link within the email, you will then receive your discount code email.

  • Please be aware both these emails can take 2-3 hours to receive, we use a 3rd party system which means it can take time.
  • Please also check your spam folder

 If you are copying and pasting your code – please make sure there are no blank spaces at the beginning or end of the code as it will not accept the code if this is the case.

If this is still not working we advise that you type your code in, taking care to match the code exactly as it’s shown in your email

 Full T&Cs in regard to code eligibility can be found toward the bottom of this page


You can contact customer service by email at or by telephone 0845 262 1731 (call costs will vary depending on your phone provider). Customer services are available Mon – Fri, 8:30am to 5pm.

We deliver within the UK. 

Delivery to addresses in mainland UK can usually be expected within 2-3 working days. If ordered before 10am on weekdays, delivery can be expected the next weekday, however we do not guarantee this. Please allow up to 5 working days for delivery to offshore UK addresses (Northern Ireland, Channel Islands, Isle of Man, Scottish Highlands and Islands and Scilly Isles). 

We offer free UK delivery on all orders over the value of £50.

UK delivery for orders up to the value of £50 is charged at a flat rate of £4.95.


No, at ZWILLING there is no minimum order quantity.

You will receive a shipment confirmation email, which will contain a link for you to track your parcel.

If your order does not arrive please contact customer services at or 0845 262 1731 and a member of the team will be able to help you.

ZWILLING use DPD to deliver your order.

Please note your order may arrive in more than one parcel, depending on the shipping time stated for the individual item and the size and weight of the products ordered. You will not be charged for any additional deliveries. We may contact you via email to find out whether you would prefer separate deliveries or would like to wait for all items on the order to come into stock.

To place and complete your order effectively and to answer enquiries fully, ZWILLING stores certain information about you. ZWILLING stores your first name, last name, date of birth, address details and email. Further to this ZWILLING stores your order data, such as items bought, quantities, prices and date the order was placed. We do not store payment details.

ZWILLING does not share or sell you data to third parties.

Cookies are small files that are stored on your device when you visit certain web pages. They collect and remember data such as items in your basket and remember you when you return to the site. In addition, statistical data on website usage can be collected and analysed and used to improve the sites accessibility and customer experience. Users can influence the use of cookies. Many browsers offer the option of restricting the storage of cookies or stopping the use of cookies completely. In this case some features of the website may not function properly, purchases can however still be made.

On this website, cookies are used by ZWILLING J.A. HENCKELS. The user is notified at the beginning of their visit to the site. By using the website, the visitor agrees to the use of cookies unless the user changes the settings in the web browser themselves to disable the cookies. Cookies may also be used for retargeted advertising.

There is a search bar located in the top right hand corner of each page. Simply enter your search term to see the results.

Not to worry, please click the button next the product, ‘Please notify me when this product is available again’ and enter your email address and we will email you when the product is back in stock.

Yes, we are required by law to check that you are 18 years or older before selling you a knife. We have automatic age verification software that checks your details that you enter during the check out process. If this fails for any reason, you may be asked for more details, or if the software can still not verify your age you will be asked to contact customer services who will be able to help you.

Can't find the answer to your question?

You can also contact us through the following channels:

Contact form

Customer Service: 0845 262 1731