Shipping Information

At The Custom Chef Shop, we understand that exceptional cookware deserves exceptional service. Our shipping options are designed to deliver our premium products to your kitchen with care and efficiency.

Order Processing

All orders are processed within 1-2 business days from the date of purchase. You will receive a confirmation email with tracking information once your order ships.

Shipping Methods & Timeframes

Standard Shipping – $12.95

• Carrier: DHL or FedEx
• Delivery Time: 10-15 business days after shipping
• Available for all orders

Free Shipping

• Carrier: EMS
• Delivery Time: 15-25 business days after shipping
• Available for orders over $50
• Excludes some remote areas and parts of Asia

Please note: Delivery times are estimates and may vary based on destination and customs processing.

Returns & Exchanges Policy

Just as our Carbon Steel & Cast Iron collections are built to last generations, we’ve designed our returns policy to ensure your complete satisfaction with every purchase.

🛑 Important Notice: Non-Returnable Items

For health and safety reasons, Non-stick frypans from our collection cannot be returned or exchanged once the original packaging has been opened, unless they arrive damaged or defective.

Return & Exchange Eligibility

• Timeframe: 15 days from delivery date
• Condition: Items must be unused, in original packaging with all tags attached
• Documentation: Original receipt or order confirmation required
• Shipping: Return shipping costs are the customer’s responsibility

Step-by-Step Return Process

Step 1: Submit Your Return Request

Complete the Return Request Form below and email it to our customer service team at [email protected] within 15 days of receiving your order.

Step 2: Wait for Authorization

Our team will review your request within 1-2 business days and email you a Return Authorization Number and shipping instructions.

Step 3: Package and Ship

Securely package your item(s) including:
• Original product in undamaged packaging
• All included accessories and documentation
• Copy of your Return Authorization Email
• Original receipt or order confirmation

Step 4: Track Your Return

Use your shipping carrier’s tracking service to monitor your return package. We recommend using a trackable shipping service and retaining your shipping receipt.

Refund Information

• Processing Time: 5-7 business days after we receive your return
• Refund Method: Original payment method (Visa, MasterCard, JCB, or PayPal)
• Deductions: Original shipping costs are non-refundable
• Currency: All refunds are processed in USD

Exchange Process

Prefer a different item from our collections? Exchanges follow the same process as returns. Once we receive your return, we’ll ship your replacement item using your preferred shipping method. Additional shipping charges may apply.

Return Request Form Template

Subject: Return Request – Order #[Your Order Number]
Email to: [email protected]

Full Name: [Your Full Name]
Order Number: [Your Order Number]
Order Date: [Date of Purchase]
Item(s) to Return: [Product Name(s) and SKU(s)]
Reason for Return: [Please select: Defective/Damaged, Wrong Item, Changed Mind, Other]
Preferred Resolution: [Refund / Exchange for (specific product)]
Shipping Address: [Your Complete Shipping Address]
Additional Comments: [Any relevant details about your return]

Need Assistance?

Our customer service team is here to help you with any questions about shipping, returns, or exchanges.

Email: [email protected]
Address: 4592 Pin Oak Drive, Long Beach, US 90807
Response Time: 1-2 business days

Thank you for choosing The Custom Chef Shop. We appreciate your trust in our premium cookware and are committed to ensuring your cooking experience is as exceptional as our products.

© 2023 The Custom Chef Shop. All rights reserved.
Crafted with the same excellence as our cookware.