Frequently Asked Questions
How can we help?
What are the advantages of creating an account?
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.
What do I do if I forget my password?
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.
How can I change my password?
You can change your password in the password section in your account.
How can I order from ZWILLING?
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.
How can I check the status of my orders?
If you wish to see the status of your orders, please log into your account and look under ‘order history’.
What payment options do you accept?
ZWILLING accepts payment by credit card, debit card or PayPal.
Can I specify a separate delivery address?
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.
Can I return goods and who bears the cost?
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.
Is there a return period?
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.
How do I sign up for the newsletter?
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.
What are the advantages of a newsletter subscription?
Be the first to know about promotions, competitions and new products and also get exclusive discount codes to use in the online shop.
How do I unsubscribe from the newsletter?
You can find the unsubscribe link at the bottom of each newsletter.
I have signed up for your emails and have not received anything?
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
My email code is not working when I enter it at the checkout?
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 https://uk.zwilling-shop.com/Terms-Conditions/
How can I contact customer service?
You can contact customer service by email at firstname.lastname@example.org 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.
Where do you deliver to?
We deliver to all countries within the EU. Delivery charges will differ so please check before you order.
How long will it take for my delivery to arrive?
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). Delivery times elsewhere in the EU may differ, please contact customer service for details.
How much are the shipping costs?
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.
Delivery to other countries within the EU is priced at a flat rate of £30.
Is there a minimum order quantity?
No, at ZWILLING there is no minimum order quantity.
How can I track the delivery of my order?
You will receive a shipment confirmation email, which will contain a link for you to track your parcel.
What do I do if my order does not arrive?
If your order does not arrive please contact customer services at email@example.com or 0845 262 1731 and a member of the team will be able to help you.
Which delivery service do ZWILLING use?
ZWILLING use DPD to deliver your order.
I've ordered several items at once. Will these be sent separately or together?
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.
Will my data be stored?
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.
Will my data be shared with third parties?
ZWILLING does not share or sell you data to third parties.
What are cookies and how are they used?
How can I search for items?
There is a search bar located in the top right hand corner of each page. Simply enter your search term to see the results.
The product I want is out of stock.
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.
Do you check my age before I buy knives?
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.