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FAQs

After Sales Service

 

I have a problem with my cookware. How do I have it assessed?

You have the following three options for assessment of your cookware –

1. Send the product to Meyer OR

2. Send a photo for initial assessment OR

3. Take the product to our drop off point

Where do I send my product for assessment?

Meyer Cookware Australia Pty Ltd

Service Department

Reply Paid 85097

Croydon VIC 3136

How much will it cost me to return my cookware for assessment?

Nothing, the reply paid address is free to you.

How long will it take to get my product back?

Turnaround time from receipt at head office is 72 hours plus transit time.

What else should I provide when returning my cookware for assessment?

Provide the following information -

• Name

• Address

• Suburb

• State

• Postcode

• Telephone

• Mobile

• Email address

• A description of what is wrong with your cookware

• A copy of your receipt or warranty

• What is your preference if the goods are found to be faulty; i.e. Replace Refund?

What if I have lost my receipt; can I use anything else as proof of purchase?

Yes. You can send a bank statement, product warranty card or product use and care.

Should I send an original copy?

No, please send a photocopy.

Can I send photos to have my cookware assessed?

We are happy to give you an initial assessment, however you may still be asked to send the product for a full assessment.

How many photos do I need to send to have my cookware assessed

Please take digital photos of the inside, outside and base of your cookware and send to Meyer for an initial assessment.

What should I include with my photos?

Provide the following information -

• Name

• Address

• Suburb

• State

• Postcode

• Telephone

• Mobile

• Email Address

• A description of what is wrong with your cookware

• A copy of your receipt

Where do I send the photos to?

Email the photos to: service@cookwarebrands.com.au

Can I drop off the product to be assessed?

Yes, currently we have one drop off point in Melbourne.

Will it be assessed on the spot?

No, unfortunately it will need to be sent back to head office?

Where is the drop off point located?

Cookware Brands Outlet Shop

(Merrindale Shopping Centre)

494 Dorset Road, Croydon South, 3136

What are the shop’s hours of operation?

Opening hours: Mon - Fri: 9:30am - 5:00pm, Sat: 9:30am - 3:00pm

What happens if you find a fault with my cookware?

It will be replaced no questions asked, with either the same or latest model to the equivalent value of your cookware.

What happens if I have voided my warranty?

Your cookware will be returned to you and you will receive a report explaining why the warranty was voided.

What happens if I need spare parts?

Your cookware will be returned to you and you will receive a letter of offer to purchase spare parts.

What if I have a question in relation to the use and care of my cookware?

Call our Customer Service Team on 1800 274 041 or email your enquiry to service@cookwarebrands.com.au

 

Order Questions

 

How will I know if you have got my order?

You will receive a confirmation email, right after you make an order on our website.

How will I know if my order has been despatched?

You will receive a despatch email and invoice, when your order is despatched from our warehouse.

What if I made a mistake and want to change my order?

You can request to cancel your ordered provided the order has not yet been shipped.

To cancel an order please contact our Customer Service Team on 1800 274 041 and request a cancellation. Please have your order number ready when you call.

Our business hours are Monday to Friday 9am to 5pm (AEST), excluding public holidays.

Please remember, we strive to get your order out of our distribution centre within 12-48 hours of you placing your order.

What if I have received a damaged product or the wrong item?

Contact our Customer Service Team on 1800 274 041 who will discuss the quickest way to get your problem resolved.

What courier do you use to send out my order?

We use Australia Post.

Can I track my order?

Yes. At the point in time our warehouse team despatch your parcel you will be emailed a unique tracking code and link to the Australia Post eParcel portal.

 

Shipping & Delivery Questions

 

Which carrier partners with Cookwarebrands.com.au?

We use Australia Post.

Do you send products to overseas addresses?

No. At the present time we cannot send items outside of Australia.

Do you mail products to PO box addresses?

Yes.

If I return an item to Meyer, will I get reimbursed for shipping costs?

No.

 

Warranty Questions

 

Can I return or exchange an item I am not happy with?

Yes you can, provided the item and packaging has not been damaged.

What information do you require for the refund?

The goods in their original condition including packaging, also the following information:

• Your name

• Address

• Phone number

• Email Address

• Order number

• Item name/description

• Reason for return

• Account Name

• Bank Name

• Branch

• BSB

• Account Number

• Copy of proof of purchase

How long will it take to get my refund after the goods have been sent?

A refund takes 30 days and will be paid into your bank account via EFT.

How do I find warranty information for a product that is no longer shown on the website?

If a product is no longer available, please contact our Customer Service Department on 1800 274 041