FAQs – BonChef Trade Portal

Questions? We’ve Got You Covered.

Here you’ll find helpful answers on our products, services, and ordering process. If something is not covered, reach out and we’ll guide you in the right direction.

Frequently Asked questions

My Delivery
Returns & Refunds
Issues with My Order
Product & Stock
Payment, Promos & Gifts
Technical Issues

Where is my Order?

1. Track your order

Head to 'My Orders', sign in, and choose the order you want to track, then hit the 'Track Parcel' button.

If the tracking isn’t updating or appears blank, there might be a delay in the information - no need to stress, it will update shortly. Kindly wait until the estimated delivery date for your order.

2. Check the estimated delivery date

You’ll find this date in your Order Confirmation email or by checking 'My Orders'.

Please remember that this date is an estimate, so your order may arrive before, on, or slightly after your estimated delivery date.

3. I'm still waiting for my order

Has your estimated delivery date already passed? Please give us a few extra days for your order to be delivered (especially during busy times)!

If your order doesn’t arrive, please get in touch with our support team within 30 days of your estimated delivery date, and we’ll do our best to help you.

Just one more thing...

We aim to meet our delivery promise, but delays and changes may happen. Please see our Terms & Conditions for more info.

How do UK deliveries work with BonChef?

We utilize a broad network of delivery partners and multiple couriers to ensure our customers receive their orders promptly! Partners are assigned based on the chosen delivery method and order value. Orders in the UK normally undergo processing and dispatch within 1 to 3 business days, dependent on stock availability. Delivery durations post shipment are subject to variation, contingent on postal services and location.

How do International deliveries work with BonChef?

For global shipments, the delivery window is 3 to 7 business days to accommodate cross-border challenges such as customs and postal service effectiveness. Please take this into account when ordering from abroad. Additionally, any charges such as taxes and duties may be charged.

Why are products shipped from different warehouses?

To provide a comprehensive product selection to our customers, some items may be stored in different warehouses. When you look for your order, you’ll see a separate tracking number in ‘My Account’ to follow the progress of your parcel. Don’t worry, no matter which warehouse your items are coming from, there'll be no additional delivery charges.

Why has my order been returned to BonChef?

We apologize for your order not arriving yet. Kindly allow up to 10 days for it to reach our warehouse for processing. You will receive an email once the refund is processed, deducting the delivery charge. Your order is likely to be sent back to BonChef for one of the following reasons:

The parcel was refused.
Our delivery partner was unable to access the address after several attempts.
The delivery address was incomplete.
The parcel was damaged in transit.
The order was not collected from the pick-up point within the allocated timeframe of it being delivered.

If you’d still like the items and they’re still in stock, we recommend placing a new order to a delivery address that is easily accessible for our delivery partners.

Why have I received an email saying the item I've ordered is out of stock?

We're sorry if you got an email saying one or more items you ordered are out of stock. We believed we had the item in stock when you made your order, but unfortunately, it was no longer available when we prepared to ship it. End users will be informed by BonChef of any items that are out of stock and presented with the following choices for those products:

An exchange for a similar product - BonChef will swap the product with another item.
Full product refund - BonChef will return the money and fulfill what's possible from the order.
Backorder - BonChef will fulfill as much of the order, and have the missing items placed on backorder. Once the items are available, BonChef will notify the customer and send out the completed order, with free delivery.
Credit - BonChef will provide credit to replace missing items, available for use at the next checkout.

What is your returns policy [Trade]

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unused with tags, and in its original packaging. You’ll also need the invoice or proof of purchase.

To start a return, you can contact us at sales@bonchef.co.uk

Upon acceptance by BonChef, you have 14 days to return the package. The responsibility of returning the packages lies with the customer. Please note that returns will need to be sent to the following address: BonChef, Unit 4d Paddock Road Industrial Estate, Paddock Road, Caversham, Reading, RG4 5BY, United Kingdom

When returning goods, a mandatory 25% restocking fee, that will be subtracted from the return value, will be included. We do not cover any return shipping fees, unless the item has been found to be defective. Items sent back to us without first requesting a return will not be accepted. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded by credit note within 5 business days.

If more than 5 business days have passed since we’ve approved your return, please contact us at sales@bonchef.co.uk

How will I get my refund?

Trade Customers should anticipate refunds processed within 5 business days after approval in the form of a credit note. Goods acquired on credit will be reimbursed with credit notes unless otherwise arranged.

How do I cancel my order?

Orders can be canceled within 60 minutes after order completion at no cost.

Orders cancelled after 60 minutes may result in charges of up to 25% of the order's value.
Orders can be cancelled via email, phone call or the 'My Orders' section.

Somethings wrong with my order, what should I do?

If your item is wrong or has a fault , please let us know within 14 days of receiving your goods. Following confirmation of your issue, we will pay for the items to be returned. As long as items are returned to BonChef 14 days after confirmation, the customer is eligible for a full refund or replacement of the item. Remember, all items undergo inspection upon return. Refunds may not be given for items showing wear and tear.

I'm missing an item from my order, what should I do?

We're sorry if there's an item missing from your order. Here’s what could’ve happened:

We may have sent your items in separate parcels. Please check your emails to see if any of your items will be arriving separately.
The item you ordered may have been out of stock - it's worth checking your emails (including your junk/spam) to see if we've sent you an email about this.
If you’ve placed multiple orders within a few days of each other that qualify for free delivery and are being shipped to the same delivery address, your orders may have been combined into one parcel. You’ll be able to see whether they’ve been shipped together if the tracking information for each of the orders you’ve placed is the same.
If some of your items are being shipped from another warehouse, their delivery times may differ, so it's worth checking your expected delivery date and tracking in 'My Orders'.

If you’ve received all your parcels and something you ordered is missing, please get in touch with our Support team within 30 days of your order being delivered.

Can I add another item to an existing order?

In most cases - no. Our turnaround times are typically very efficient, making it unlikely that adjustments can be accommodated promptly. If the shipping confirmation email has not yet been received, please contact us via email or phone and we will make an effort, but in the majority of instances, it is not feasible as the order is already in processing or has been dispatched.

Where can I get more information about your products?

You can contact our team at any time for detailed product information, guidance, or recommendations. You can also explore our brochures and social media pages for updates, insights, and product highlights.

What is 'Clearance Corner'

Clearance Corner is where you’ll find end of line and discontinued items offered at reduced prices. These products are available only while stocks last and will not be restocked, making it a great opportunity to secure quality BonChef items at exceptional value.

Do we offer discounts or promos for students and culinary schools

We do not currently offer student discounts, but we are working with universities and culinary schools to introduce exclusive lifetime discounts for students and alumni. Once registered and approved, you will be able to access these offers at checkout. If you would like more information, feel free to contact our team.

My payment was declined, what should I do?

If your payment was declined, you'll need to reorder. Unfortunately, we can't restore an order after a declined payment.

To make sure your order isn't declined when placing a new order, we recommend checking the following:

Examine the card details on your BonChef account to ensure the information is accurate, like the expiry date or your billing address.
Double-check the security code entry - the three digit number on the back of your card.
Your card issuer may have turned down your payment - as they do not disclose the reason, it would be helpful to contact them or your bank for clarification.
If you've checked all of the above, try paying with another card.

If your payment has been declined through the 3D secure security measures you’ll need to contact your bank for further information.

Whereas, if you've received an error message, please contact our support team with as many details as you can about the issue - including the error messages you receive, and we'll try to resolve it as soon as we can.

Why is my account on hold?

If your credit account exceeds the limit or you fall behind on payments, BonChef may temporarily place your account on Hold until payments are made. To avoid any disruptions to your account, we recommend making payments on time and managing your credit limit effectively.

How do I set up a Trade Account?

To set up a Trade Account, simply fill out our application form with your business details and our team will review your request. Once approved, you’ll gain access to trade pricing, flexible ordering options, and dedicated support. If you need help getting started, contact us and we’ll guide you through the process.

I need help with my BonChef Account

For account-related assistance or support, please contact us via email or telephone.

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Unit 4d Paddock Road Ind Est, Paddock Road, Caversham, Reading, United Kingdom, RG4 5BY

+44 (0) 1189 462 707

Phone Lines open Monday to Friday - 10:00am to 4:00pm

sales@bonchef.co.uk

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Didn’t Find What You Need?

No problem. Reach out to our team and we’ll make sure you get the right information. Email us at sales@bonchef.co.uk or call us at +44 (0) 1189 462 707.