Question 1

How long will it take to receive my order?

Accepted Answer

All UK orders ship from our Birmingham warehouse via Royal Mail or UPS within 24 hours on working days. UK delivery typically takes 1–3 business days. You’ll get an email tracking link or an order page update once your order is dispatched. If you don’t receive it in time, please contact us at cookbay1@hotmail.com

Question 2

How to track my order?

Accepted Answer

After your order ships, we’ll send the tracking update to your email and post it on your order page. Please click the blue tracking number in your email or on your order page to see the real-time delivery status.

Question 3

I never got my order, what to do?

Accepted Answer

You can see delivery photos on your Royal mail / UPS  tracking page. If the photo doesn’t show your parcel at the drop-off location, please contact cookbay1@hotmail.com.

Question 4

Do you offer gift wrapping?

Accepted Answer

We do not offer gift wrapping services.

Question 5

Do you ship internationally?

Accepted Answer

Yes. We ship from three local warehouses: the UK (Birmingham and Nottingham), Sydney in Australia, and Germany for the EU - so UK, Australian and EU orders are all local deliveries with no import duty. The Australian and German warehouses carry a smaller range than the UK one; each product page shows which warehouse it ships from. We also accept orders outside these regions: international shipping is charged by destination, and any customs duties or import taxes are set by the destination country and paid by the customer.

Question 6

What does 'we Expecting it ' status mean on Royal Mail?

Accepted Answer

Means Royal Mail hasn’t scanned your parcel yet but we have shipped it. Don’t worry—it’s on its way.

Question 7

What is the warranty period and coverage?

Accepted Answer

All products include a UK-local warranty:Xiaomi series: 2-year warranty, as Xiaomi is our official supplier.Other appliances: 1-year warranty, counted from the delivery date.Supor electric pressure cookers (SY-18YA9061 & SY0929): covered by a 7-day replacement policy for any power-on defects or shipping damage.User-induced damage (water ingress, drops, etc.) is not covered.

Question 8

How do I exchange an item?

Accepted Answer

You can request a return or exchange within 28 days of delivery, as long as the item is unused and in its original packaging. For change of mind or other non-quality reasons, the customer pays the return postage. If the item is faulty, damaged or wrong, we cover the cost - just contact us within 24 hours with a photo or short video. Please message us first (email cookbay1@hotmail.com or WeChat Cookbay01) with your order number before sending anything back. Return address:CookbayUnit 31 Fountain LaneOldbury, Birmingham B69 3BHTel: 07561890028

Question 9

What if I receive the wrong item?

Accepted Answer

We will send the correct item first. After you receive it, we’ll arrange a free pick-up or drop-off for the incorrect product back our warehouse.

Question 10

Why does the washing machine not hold water?

Accepted Answer

The washing machine’s drain pipe must be hung up; if it lies low, water will flow out immediately and not stay in the drum.

Question 11

Do you offer student discounts?

Accepted Answer

Yes, students can enjoy a discount by entering the code “煎饼果子” in the discount box at checkout.

Question 12

Why should I buy from Cookbay instead of other overseas marketplaces?

Accepted Answer

Many customers prefer Cookbay because we offer UK local stock, faster delivery, UK plug compatibility, and easier customer support compared with overseas marketplaces.

Question 13

Are your products suitable for students?

Accepted Answer

Yes 😊 Many of our products are especially popular with students because they're compact, easy to use, and suitable for smaller kitchens or dorm-style living.

Question 14

Are your appliances beginner-friendly?

Accepted Answer

Yes 😊 We try to offer products that are simple to use and practical for everyday cooking, even for beginners.

Question 15

Can I cook Asian food with these appliances?

Accepted Answer

Yes 😊 Our products are selected with Asian-style home cooking in mind, including rice dishes, noodles, dumplings, soups, hotpot, steaming, and simple homemade meals.

Question 16

Will I need an adapter?

Accepted Answer

For UK orders, no adapter is needed. Appliances shipped from our UK warehouse are UK-spec - 220-240V AC with a UK 3-pin plug - so you can plug them straight into the wall. If a particular item does not come with a UK plug, we include a UK plug adapter free of charge. The Specification section of each product page confirms the voltage and plug type; some higher-power appliances need an earthed socket. For Australian and German warehouse items, please check that product page or ask our team.

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