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COOK  

Terms and Conditions

While I'm afraid that none of the following is particularly interesting, the reality is that we live in a world dominated by lawyers and so, while tiresome, it is essential that we include all of this. This does not affect your statutory rights of course, so if you feel the need to sue us - fire away!

These Terms and Conditions were updated in March 2008

1. Registration

By signing up to our website and purchasing products from COOK Trading Limited, you are agreeing to the terms and conditions of sale, which apply to all transactions on cookfood.net

Signing up to the service means we must have the following information:

  • Your address, including the postcode of the billing address associated with the payment card.
  • Your home telephone number
  • Your email address, so we can supply you with important information such as your order confirmation and changes to the COOK Home Delivery Service

COOK Trading Limited only sells goods on our website to the end user and they should not, in any way, be resold without our prior written consent.

There shall be two stages of order confirmation. The first shall be the 'on screen confirmation' immediately after the payment has been received, and the second shall be an email to confirm your full order details.

We do not hold your payment details from any previous orders. Therefore, every purchase at cookfood.net shall require new payment details entered.

It is your responsibility to keep your password secure.

2. Product Prices

The price of goods charged shall be as quoted on the web site at the time you confirm your order with us. Excluding any inadvertent technical error on pricing, we will honour any prices as published at the time of placing your order. Your credit card shall only be charged for items dispatched to you.

If you order a large portion-size of a meal and it is not available then we will endeavour to supply the same number of total portions but in smaller tray sizes. Your card will not be charged extra if the price of these smaller trays is greater than the ordered amount. All of our food products are zero-rated for VAT. However, the price of our ceramic dishes include VAT at the standard rate. Our VAT Registration Number is GB 803 1373 68.

Our minimum order level is £35.00 with free delivery on any orders over £50.00 in England and Wales with reduced delivery charges elsewhere. If shortages of a product mean that the total price of the dispatched goods fall below any delivery threshold, COOK shall honour the original delivery charge.

Prices of goods do not include the delivery charge.

3. Vouchers and Discounts

We are sorry but the following discounts shall not be running on our Home Delivery service:

  • New Mothers Discount Card
  • Staff Discount
  • Local charity promotions
  • Local shop advertising
  • What's COOKing vouchers

Electronic vouchers may be sent to you if you opt in for correspondence via email. You shall be given a unique voucher code to enable you to take advantage of any promotion we offer.

There are price promotions available to all in the "Our Specials" section on the homepage and in other sections of the site. The prices quoted include any discounts.

Some vouchers may not be usable in conjuction with other offers. Specifically this includes vouchers which allow a total percentage discount on orders, and money off vouchers for specific products.

Please check your voucher expiry dates as the do have a time limit and we do want you to have the opportunity to use them.

Each voucher code may be used only once per household and COOK reserves the right to refuse a sale if it feels that fraud is suspected.

Different households may receive different offers.

4. Delivery

COOK Trading Limited uses a next day carrier to delivery all items purchased from cookfood.net

If no special instructions are added during the delivery details screen of the order process, as the customer you are agreeing to sign for the delivery. No boxes shall be returned to the depot; they shall be left at the delivery address and chargeable to you, the customer.

Special requirements shall be followed, but please make sure that they are deemed 'reasonable' e.g. allowing ample space in freezers for the delivery boxes. Or instructions to knock at a neighbour’s house should mean it is within short walking distance of your property, and does not involve the courier travelling any further.

Where a premium delivery service (before 10am, before 12pm) is specified your order shall be prioritised and we shall endeavour to deliver your food by this time. However due to circumstances beyond our control such as weather and traffic conditions we may not always be able to deliver by the time specified. In this situation we shall try to deliver later in the day and will refund the extra paid for the premium delivery service.

We shall attempt to contact you prior to the driver leaving a failed delivery, because we are keen to make sure that the service works for you, but we can't guarantee we shall be able to get hold of you.

We reserve the right to restrict deliveries in certain areas and this includes the right to withdraw the service altogether, depending on the demand on our kitchen.

5. Cancelling an order

(United Kingdom Distance Selling Regulations)

As an online retailer we are governed by the UK Distance Selling Regulations. However, as we are selling perishable goods, the regulations relating to the return of unwanted goods do not directly apply to us. For more information, please go to www.dti.gov.uk

Orders can be cancelled any time up until the moment that they are dispatched (This is normally around 3pm on the day before you are expecting delivery).

6. What if I'm not happy with my goods?

Our refund policy

If you are unsatisfied with any of the items in your order or any part of the delivery service from COOK please contact us - either by emailing us via the Contact Us page of the website or by telephoning 0870 048 9305 and asking for Home Delivery. If you would like to make a comment or recommendation regarding our food, then please visit the Contact Us page of the website and select "Comment about our food".

As we sell perishable goods, we ask that you - the customer - inspect the food once you have opened the box. If you are unhappy with the goods, please contact us immediately on 0870 048 9305 and ask for Home Delivery. We shall be happy to exchange or refund any item you feel does not our quality standards, or any item that has been damaged in transit.

If we have sent you an incorrect item, please notify us as soon as possible. If you would like us to replace the incorrect item with the item that you ordered, we shall send you the correct one as soon as possible. Obviously we shall not charge you for incorrect item.

We operate an open and honest policy at COOK and will work our hardest to make sure we can accommodate and act on any problems or suggestions.