Cookwarestore Avis 

Import fees for deliveries in UK… not mentioned during ordering… lost time. Waiting for refund… it was a gift, big shame when they asked to pay to get the gift… Customer service answer generic messages but does not help…

I was not satisfied at all; the packaging was very poor. Even though my products arrived broken, they kept stalling me by repeatedly asking for photos. I also sent an email the following day but received no response. I am disappointed. The day after I placed the order, it automatically withdrew money from my account without my knowledge.

This company is in breach of UK tax law. For orders below £135 placed by an individual (and containing non-excise goods), VAT *must* be charged at the point of sale. Since they are non-compliant, the customer is forced, wrongfully, to pay a handling fee on top of VAT to the courier. When I attempted to raise this with customer service, at first they told me to checkout as a business! Then they simply ignored me.

The product is def good. Had these before and quite happy. But I was surprised with the custom charge. I paid 250£ ish for the product but to receive it, UPS charged me an additional £92 for customs and processing, which was painful.

Advice for UK Customers.
This is a review of order 2/2 - I am still awaiting the delivery of the first order since 26/06/2026.
Despite a lack of response to two emails I sent that week regarding the first order (which was automatically returned by UPS who claimed the package was damage in transit), I submitted my second order on 24.07.2026. I received this second order successfully on 10.08.2026.
This second order was handled efficiently by Cookware Store, who had to await backordered stock from Zwilling NL - the fulfilment was only a couple of days behind their estimated backorder date, and then arrived with me within four working days from that date. The 8.5kg Blender unit was in good shape - I am just awaiting a UK-EU plug adapter to test it, but it looks immaculate on visual inspection. So, at this stage, I am pleased to have tried Cookware Store again.
To reduce risk with UPS, this is what I'd advise:
1. Do not accept the SMS invitation from UPS to have your package delivered to a UPS AccessPoint.
2. Set up all UPS Tracking Alerts on their App so you can pay the UPS processing (£14) and UK VAT on the day UPS notify you - as the notification can be provided the day before delivery and seems to lead to delays (even if you pay late that day).
3. If UPS change the status to "The delivery has been delayed" after it's been "On its way", consider collecting from the UPS Package Center (you'll need photo id).
4. Ensure the payments to Cookware Store and UPS are both via a claimable provider - a returned package does not trigger any actions from either supplier, so it is up to you action any resolution from your side.
I will leave an additional detailed review on how Cookware Store handle the next attempt to deliver my first order. I received an email response regarding the first order from Cookware Store today... so after the second order was successfully delivered.

I’ve made several orders - however, a box of items arrived damaged & missing items.
I am still trying to get a refund for the missing items and reimbursed for the fees charge to deliver the missing and damaged items to the UK. Nice range of stock but customer care and delivery poor.

Excellent service & delivery to the UK thank you ☺️

Tried to order a `Japanese kitchen knife the website is not fit to use tried to put in my uk postcode which it refused to accept and would not let me contact them with my e mail very clunky setup to order anything .So they have lost a customet

Ordered a kettle from them (Total cost under £135 - which means no import duty payable), delivery took 3 days so nice and quick and I'm very pleased with the kettle. There was a warning at the checkout about extra charges that may occur but I didn't have to pay anything extra. The kettle was £10 cheaper than on Amazon and they stocked the colour I wanted. So overall a very good experience.

Really wonderful products, exactly what I wanted and so many to choose from from the brand I ordered and a good price. Also very fast and smooth handling and shipping, came 2 days earlier than expected and straight to my door in a carefully packed box. Will definitely explore more and buy more products from this website.

As others have noted, this company is not based in the UK, even though the website suggests otherwise. Everything is shipped from the Netherlands, and you will need to pay UK VAT and customs charges when the items are imported into the UK. Normally, a courier company like DHL or UPS will send you a message to pay the charges plus their commission before the items are released. Although the website isn't clear on whether UK or EU VAT is included in the prices, I was happy to proceed, as Rösle BBQs are not readily available in the UK.

I was warned that I have to wait for two weeks before the delivery can be made. Fine.. I can wait. After 2 weeks, I received 4 different UPS tracking numbers for my order, which was weird. The whole thing did not make any sense...

The next day, UPS messaged me that I would need to pay £91 (VAT + duty + commission) before the items could be delivered. As soon as I paid this charge, 2 of the tracking numbers were cancelled, 1 was held in customs, and the final was to be returned to the sender. According to the tracking data, this parcel was delivered to someone named Dennis in the Netherlands two days later. I never received the parcel that, according to the tracking details, is still held at a UPS Netherlands depot.

This company does not have any phone numbers, so you can only reach them by email. All my emails have just received a generic response saying we are sorry and that your query will be passed to the customer service team. (I thought I was sending these emails to customer service already)

For two weeks or so, this went on, and I was promised a redelivery, but finally, I just got a message that I will receive a refund. The whole saga took 4 weeks, and I was left £91 out of pocket as it is unlikely I will ever be able to claim my money back from UPS.

Not good. Not good at all.

Well packaged, lovely items, dispatch took quite a long time

Do not respond to emails and when placing order get told at checkout that I will be hit with UK duty fees. Very misleading website that is gaslighting as a .co.uk site. Will not buy from. Not even sure if item would come with uk plug as still no answer to email and do not supply telephone number.

I placed an order for 2 cups. After 3 weeks I was notified that one would ship but the other was refunded. After that I got notice that I had store credit for the cup so I thought it would be shipped later. After repeated attempts at contacting customer service I only received automated replies with 3 UPS tracking numbers and the order status was not clear. I finally received one cup but the tracking number was not one sent by customer service. This is unacceptable- they should be able to advise on shipment of products with greater accuracy.

I was able to source a rare colour no longer manufactured by Le Creuset. The item was purchased and postage costs were clearly indicated
Delivery was quicker, by at least 5 days, than I expected. Sent from the EU to the UK and well communicated delivery details and no extra custom costs incurred.

This order was split in two. Half way delivered and is great, the other half has been sent and returned 5 times without ever making it to my kitchen. This has been 6 months of the worst delivery and customer service I've experienced, not a single apology or attempt to resolve the problem by alternative means, just repeating the same problem over and over again... And I still don't have the products I ordered....

All good! No hitches!

I wasn’t advised of tariffs ahead of time cost me double.

I have been charged over £75 by UPS for import taxes otherwise they would not have delivered my goods.
This is very poor on the part of the supplier, the customer shouldn't have to pay their taxes to now, what seems like I will have to fight to get my Monet back.

Items arrived super quickly, perfectly packaged, no issues with duty taxes, a very easy experience, will certainly be ordering again.