FAQ's

 

Here are the answers to some of the questions we get asked most frequently. If you can't find what you need here, please contact us on 01730 811888 and we will be happy to help.

 

Q. Does Dexam offer a guarantee on its products?

A. Yes. Dexam offers a minimum of a 2 year guarantee on all its products, but some products have much longer guarantees as shown on the packaging. See the Guarantee page on this website for further details.

 

Q. Are my personal details secure on this website?

A. Yes. The site is encrypted so only we have access to any information you enter. We only store information required to process your order. We use Sagepay to process card payments, through a screen embedded in our site, so we do not handle or store any card details. Sagepay maintain the highest possible level of security and PCI (Payment Card Industry) compliance.

 

Q. Will you sell on my details for marketing?

A. No. We are strongly against passing personal information to third parties and will never do it (unless required to do so by law).

 

Q. When does my card get debited?

A. When you enter your card details, we are given a ‘pre-authorisation’ by your card issuer. This confirms that there is sufficient money available to make the purchase, and reserves that amount on your account, but does not actually debit your card. If you decide to cancel the order before it is despatched we will void the ‘pre-authorisation’ but it can take up to 24 hours for the transaction to be removed from your account. We only debit your card when we despatch your order.  

 

Q. Why was my payment declined?

A. Some of the most common reasons for payment to be declined are:

- Your card details were entered incorrectly.

- Your billing address did not exactly match that registered with your payment card company.

- There are insufficient funds available.

- As part of anti-fraud measures.

If you have entered all your details correctly and the payment is still declined, we recommend you call your card issuer for advice.

 

Q. Why do you only accept cards registered in the UK?

A. Credit card fraud is a big and growing problem and we are unable to perform full security checks on cards which are registered outside of the UK, so unfortunately we can only accept payments made with UK registered cards. We can accept payment by bank transfer, but if the account is in a foreign currency our bank will add a surcharge. Please contact us for more information.

 

Q. How long will I have to wait for my order to be delivered?

A. If you live in the UK and if we receive the order by 2.00pm, we will do everything we can to get your delivery to you the next working day. If we receive your order after 2.00pm, we will get the order to you in 2 working days. Orders to addresses in more remote areas of the UK such as the Channel Isles, Highlands and Islands, and Northern Ireland which should arrive in 2 to 4 working days.  If you live in the Republic of Ireland or Continental Europe then your delivery should arrive in 2 to 4 working days.

 

Q. If part of my order is out of stock, do I have to pay a second delivery charge when the delayed part is dispatched?

A. No: that will be delivered free of charge.

 

Q. The delivery charge seems high compared to the value of my order

A. Our delivery charges include VAT and cover the cost of packing materials, processing time and the actual postage or courier charge. We do not make a profit out of our delivery charges, in fact we subsidise the cost of all our delivery options. Royal Mail will deliver to the entire United Kingdom for the same price, however for heavy items they can be very expensive so we'll use a courier instead. Couriers add a surcharge for addresses in remote areas and offshore, and this is reflected in our delivery charge. The courier surcharge is the lesser of two evils, and once again we do not make any profit out of it.

 

Q. What if I’m out when my delivery is made?

A. The UK courier we use is UPS who will make 3 attempts to deliver your parcel for you before it is returned to us.

 

Q. What if I would like to give the courier some delivery instructions?

A. To add delivery instructions to your order please call our Customer Services department on 01730 811888 who will be able to add them to your order for you.

 

Q. How eco-friendly are the packaging chips you use for fragile deliveries?

A. They are amazingly green: they are fully biodegradable and compostable, in fact you can just leave them under a running tap and they will dissolve!

 

Q. Which shops would you recommend?

A. Sometimes there is no substitute for going into a shop and talking to the experts, particularly when you are considering an expensive purchase. The UK has the best cook shops in the world, in our opinion, and they will always give you honest and knowledgeable advice. We urge you to support them and not just use them for price comparisons, and we have attached a list of stockists who carry a wide range of Dexam branded merchandise to help you.

 

Q. How should I go about choosing which cookware to use?

A. It’s a very personal choice, but it’s also to do with what your primary method of cooking is. If you are frequently making slow-cooked stews, then you can do no better than buying a cast-iron casserole. If you do most of your cooking on the stove-top, like vegetables or pasta, then a stainless steel saucepan is ideal. If you like tray bakes and gratin dauphinois, then you should look no further than ceramic over-to-tableware. The truth is that all well-equipped kitchens have a mix of materials and sizes, and often you can’t beat an old favourite.

 

Q. How should I go about choosing which knives to use?

A. As with cookware, this is a personal choice, but even more so. It is about balance, shape, weight and feel, quite apart from function and sharpness. If you are adding to a collection that you already know, you would be safe to make the decision without handling the product. If you are trying a new knife, we strongly recommend that you go to your local specialist cook shop, and buy from them under their guidance and advice. A good knife, well cared for, will make food preparation a pleasure, and will last a lifetime.