FAQ - Frequently asked questions

Find all the answers to your questions about our online shop here.

  • What are the delivery times?

    We usually deliver within 3 to 5 working days. Delivery times may vary depending on the carrier, your place of residence and product availability.

  • What are the delivery charges?

    Delivery costs vary depending on the size and type of item ordered:

    Standard items: 5.90€
    Bulky items: 19.90€
    Oversized items: 49.90€

    The exact costs are calculated automatically when you confirm your basket, based on the products added.

  • Can I come and collect the items myself?

    Yes, we offer a Click & Collect service.

    You can place your order online and collect your item directly from our collection point located at:
    69 parc d’activité Capellen, L-8308 Capellen – Monday to Friday from 10:00 to 18:30. Saturday from 9:00 to 18:00.

    Preparation time: Your order will be ready 1 working day after receipt of payment.
    You will receive an email notification as soon as your order is ready for collection. Please do not come to the collection point before you have received this notification.

    Please remember to bring your order confirmation with you when you come to collect your order.

  • What payment methods do you accept?

    We accept payments via:

    • Bank card (Visa, Mastercard)
    • Apple Pay
    • Google Pay

     

  • Can I modify or cancel my order after confirmation?

    Yes, you can modify or cancel your order as long as it has not been shipped. To do so, please contact our customer service department as soon as possible at hello@kichechef.lu.

     

  • What should I do if I receive a damaged or incorrect item?

    We apologise for this inconvenience. Please contact us as soon as possible with a photo to support@kichechef.lu.
    We will arrange an exchange or refund.

     

  • Can I return an item?

    Yes, you have 14 days after receipt to return an item. The product must be in its original condition. To exercise this right, the customer must complete the form available on our website before the deadline expires.

    The customer is responsible for the cost of the return. For bulky items, Kichechef can arrange for collection from your home for £190 including VAT.
    The returned product must be in perfect condition and in its original packaging. No refund will be made for a damaged, incomplete or used product.

    The refund will be made after receipt and inspection of the returned product.

  • Can I obtain an invoice or change my billing information?

    Yes, your invoice is available in your customer account once the order has been confirmed. You can change your billing details directly in your ‘Address Book’ or when placing your order.

     

  • Where are you located? Do you have a physical shop?

    We are located at 69 Parc d’Activité Capellen, L-8308 Capellen. Our physical shop is open Monday to Friday from 10:00 to 18:30. Saturdays from 9:00 to 18:00.