For shipments to France, Spain, Portugal, Belgium and Germany the shipping costs will be calculated automatically by the system with a minimum order amount of 200 euros and the order will be automatically processed. For all other countries, the system will notify you that the shipping costs, and any duties, will be calculated and sent for acceptance before proceeding with the order.
Absolutely! During the quotation phase, our sales office, will inform you of the methods and costs that will vary according to the destination.
To reduce the waiting time, our products are shipped by express courier. However, we kindly remind you that the movement of products to inside/upper floors and their installation, will be responsibility of the customer and not of the courier.
If the ordered items are in stock at our warehouse or at the warehouse of one of our suppliers, the shipment will leave when the bank transaction succeeds and as soon as the amount is visible in our bank account.
If the products are not ready for delivery, we kindly recommend that you contact us by email to receive an estimate time required, that will vary depending on the manufacturer and the item requested.
At the time of the shipment, you will receive an email from Chefook as confirmation. Two days after your products left our warehouse, you may contact us by phone: we will provide you the telephone number of the courier so you can get directly information concerning the shipment.
If the products ordered do not correspond with those received, we ask you to enter the service area and open a ticket indicating the order number, the model of the product received and a photo of the identification nametag and you will be contacted quickly.
Our products are perfectly packaged before shipping and bulky and delicate ones are crated. Otherwise, the courier will refuse to accept your order at our site. So, if you receive products whose packaging is damaged or tampered with, it is very likely that the problem occurred during transport. In order to protect yourself against the risk of shipping damage, please read the "Damaged Goods Instructions" carefully before receiving the goods and scrupulously apply the procedure upon receipt of the same. Only if you have followed this procedure properly, we’ll be able to assist you.
On receipt of the goods, you must carefully follow the next instructions to allow us to assist you in case your order has been damaged during transport. Click here to read the detailed information https://www.chefook.com/en/pg/instructions-damaged-goods/ . If this procedure is not followed, it will not be possible for us to assist you with the compensation because the insurance cover paid by us to the carrier, in order to protect you against any damage, can no longer be used.
If one or more packages are missing from the shipment, you will need to indicate the missing item on the courier's delivery note and ask for a signed copy. Then, enter our service area and open a ticket, indicating the order number and the model of the missing products. Our customer service will solve the problem as soon as possible.
You can request assistance by logging into your personal account, entering your e-mail address and password provided at registration phase. Simply create a ticket using the "Assistance" link on the top right corner of each page or access the customer area and click on the "Assistance" section. Chefook, after having contacted the technical department, will contact you by e-mail or by phone, giving you the details for the solution of your problem.
You will be asked to send, at your expense, the defective piece that will be viewed by a technician, then you will receive the replacement piece.
In case of urgency, you may benefit from the quick mode, purchasing the spare part that will be immediately sent and refunded when the technicians have viewed the defective part.
