If you can't find the answer to your question, please fill in the enquiry form on the 'contact us' page and we will do our best to respond within 48 hours.
My Trustpilot review has been removed. What should I do?
We've had a number of people recently (as well as emails from Trustpilot) to say that reviews have been removed. If you have ordered something from us via phone and would like to leave a review, please keep your receipt and shipping label as it may be used as evidence you have shopped with us if your review gets removed!
Is it safe to shop at thecrockltd.co.uk?
Yes, we want our customers to feel secure when they shop with us, so we us Secure Socket Layer (SSL) encryption for online payments. If however you do not feel happy paying online, please call our shop on 01451 870340 and our staff will be happy to take your order over the phone.
Does your site work on all devices?
In theory yes, however we have noticed that some older generation tablets (e.g iPad2) and smartphones may have difficulty accessing the site due to issues beyond our control. If this occurs please try an alternative browser or device, or contact us on 01451 870340, or email email@example.com
What payment methods do you accept?
We accept VISA, MasterCard, Maestro or VISA Debit/Electron. We are also happy to accept payment by BACS – please contact us for payment details, however goods will not be dispatched until payment has cleared.
If I change my mind about an order can I cancel it?
If you have placed your order and change your mind, please contact us as soon as possible – we may be able to cancel it before it is despatched. If your order has already been despatched, please return it to us within 14 days of receipt. We recommend obtaining proof of postage, and the cost of returning the item is to be paid by you.
Can I call into your shop to view an item before I buy it?
Certainly, however as we do not carry all our online stock in the shop it is best to call us on 01451 870340 before you plan to come in, and we can make sure we get the item in for you.
I live near Stow-on-the-Wold; Can I order online and collect from your store?
By all means, if you select 'collect from store' under delivery options and we will hold the item for you. This will also avoid paying the delivery charge!
Why can't I add the quantity I want to my basket?
We have taken the decision to sync our online inventory with what we physically have available in the shop to ensure that orders can be fulfilled as quickly as possible. When you try to order more stock than we have available you will see an error message "You can't add more **product** to the cart. Please contact us with your requirements and we will do our best to fulfill them. Please be aware there may be a lead time of up to 10 working days, longer if our suppliers are out of stock.
Why are some lines showing as 'in-store only'?We have such a vast collection of lines in store that we want to be able to showcase online, but not all of it is practical to ship! We have added a number of lines that are bulky/heavy/oversized/fragile to show what we have in store, but are not practical for us to ship economically. If you are interested in purchasing any of the lines marked as 'available in store only' via the website, please do contact us, but be aware there may be additional shipping charges to those shown on the site.
What if I'm not around when the parcel is delivered?
Unfortunately we are unable to specify a specific time or day for delivery – if there is no-one home when delivery is attempted our carriers will leave a card with contact details for you to rearrange a convenient time. If you are happy for a neighbour to accept delivery on your behalf, or if you have any specifics about where an item should be left, please let us know in the 'special delivery instructions' box during the checkout process.
If you have a work address your order can be delivered to we recommend using that rather than a home address to save you waiting in for the delivery.
Can I have my order sent to multiple addresses?
No, each order can only be sent to the address specified during the checkout process. If you want to send to more than one address, you will have to complete multiple orders. Be aware that this may incur additional delivery charges.
Do you ship outside of the UK Mainland?
Unfortunately at this time due to the variation in shipping costs, we are unable to process orders through our website for delivery outside of the United Kingdom. Please contact us on firstname.lastname@example.org with your requirements and we will do our best to help.
I have received an item I didn't order, what do I do?
Here at The Crock we like to try and be as environmentally friendly as possible, and to help us in this we often re-use packaging from other products to pack your order. If you think you've received an incorrect item, please double check inside the packaging before contacting us as it may just be the outer pack that is different. If there is an error please contact us as soon as possible and we will do our best to rectify it.
Here are some of our more popular questions that have been asked in the shop over the years:
Are you online?
The answer (finally!) is yes! It has been a long time coming but The Crock Ltd is now online.
Is this your only shop?
Unfortunately yes, but now we are online we can deliver to most areas.
Is Stainless Steel dishwasher safe?
Generally speaking, yes, stainless steel is dishwasher safe. However, it is not dishwasher proof, and should not be left in the hot, damp and chemical atmosphere of the dishwasher for prolonged periods i.e. overnight. Over time the salt and chemicals found in the dishwasher can cause blemishes to appear, which are not covered by manufacturers warranties.
For best results with stainless steel it is always best to hand wash in hot soapy water, or if it does go in the dishwasher it should be removed and dried at the end of the cycle before being put away.
Will my saucepan handles get hot when I use them?
In nearly all makes of saucepan, the handles are designed not to get hot during the cooking process. However, being made of metal they will conduct heat and as such may become warm to the touch. The best way to avoid handles getting too hot is to ensure that the size of the heat ring/gas flame is not bigger than the base of the pan. This can also help avoid discolouration on the sides of the pan.