FAQs

Culinexa help centre

Frequently Asked Questions

Quick, straightforward answers about products, payments, shipping, returns and getting in touch with our team.

Need help with an order? Email support@culinexa.store and include your order number.

Shopping with Culinexa

1. What does Culinexa sell?

We are an online store for kitchen accessories. Available products and options may change, so check each product listing for current dimensions, materials, care information and included items.

2. How do I place an order?

Choose your product and any available options, add it to your basket and follow the checkout steps. Review the delivery address, items, shipping fee and final total before submitting payment. An order confirmation should follow if the order is successfully placed.

3. How can I check product details?

Read the product description carefully, including dimensions, materials, care instructions and any included components. If something is unclear, contact support before ordering.

Payments and pricing

4. Which payment methods do you accept?

We accept MasterCard, Visa, American Express, UnionPay and Google Pay where shown as available at checkout. Availability may depend on your device, location, card issuer and payment provider. See our Payment Policy.

5. Are there hidden fees?

No additional hidden Culinexa fees are applied. Our standard shipping fee is £20 per order, and the applicable total should be shown before you complete checkout. Any legally applicable taxes will be displayed as required.

Shipping and delivery

6. How much is shipping?

Our standard flat-rate shipping fee is £20 per order, subject to the checkout summary.

7. How long does delivery take?

Typical processing time is 1–2 business days, estimated transit time is 4–5 business days and overall estimated delivery is 5–7 business days. These are estimates, not guaranteed dates, and delays can occur due to carrier operations, public holidays, weather or address issues.

8. What is the daily order cut-off?

Our order cut-off time is 5:00 PM GMT (UTC+00:00). Orders placed after this time may begin processing on the next business day.

9. Can I correct my delivery address?

Contact us immediately if you notice an error. Changes cannot be guaranteed after an order has been processed or dispatched. Customers are responsible for entering a complete, accurate address; any responsibility for extra costs is subject to applicable law.

10. How do I track an order?

If tracking is available, details may be sent with your dispatch or order update. Carrier tracking can take time to show its first scan. If you need help, email support with your order number.

Returns and refunds

11. What is your return window?

Our voluntary store return window is 60 days from delivery for eligible items. This does not reduce any statutory cancellation rights or remedies that apply by law.

12. Who pays return shipping and the return label?

For voluntary returns, the customer arranges and pays for the return label and return shipping. Different rules may apply to faulty, damaged or misdescribed goods where required by consumer law.

13. Do you charge a restocking fee?

No. Our restocking fee is £0. Return shipping for voluntary returns remains the customer's responsibility, subject to statutory rights.

14. How long do refunds take?

We aim to process eligible refunds within 15 days after the return is received and assessed, or sooner if applicable law requires it. Your bank or payment provider may need additional time to show the funds.

15. Do you offer exchanges?

No, we do not currently offer exchanges. You can request an eligible return and place a separate order. This does not limit any statutory remedy that may apply to faulty or non-conforming goods.

16. What if an item arrives damaged or incorrect?

Contact support@culinexa.store with your order number and details of the issue. Photographs may help where practical. Your statutory rights remain unaffected.