FAQ

Orders

Can I make changes to my order once it is placed?

Unfortunately, once your order is placed it is unlikely we will be able to change, cancel, or update it. Orders are processed quickly and automatically to avoid delays, and once this is done we cannot make updates. Of course, you can always contact our friendly customer service team who will try their best to apply any changes, and will be on hand to process any return or exchange requests.

I haven't had an order update. Where is my order?

Once your order is placed you should receive an email from us confirming your order. Once your order has been shipped, you should receive a second email containing a tracking link so you can keep an eye out for your delivery. If you haven't heard from us within 5-6 working days of placing your order, get in touch - our customer service team will be happy to help.

I received my order but it isn’t complete.

We ship our products from lots of different trusted brand partners. This means products you have ordered at the same time may be shipped separately, and can arrive at different times. To find out when you can expect your order to arrive please refer to the Shipping & Returns tab of each item’s product page.

How do I exchange a product for a different size?

It is absolutely possible to exchange a product for a different size. Please contact our customer service team, who will be happy to help

I received a discount code but it is not working.

If you have received a personal discount code, it can only be used with your email address. At checkout, please make sure you are entering the correct email address before entering the discount code. 

Discount codes will not be valid on orders under £50 or on sale items. Limited to one discount code per order. If you still encounter problems with your code, please contact us.

I live in the Channel Islands, can VAT be deducted from my order?

Yes. For customers based in Guernsey, Jersey, and the Isle of Man, VAT will be deducted at checkout. Our shipping fee to the Channel Islands is £10.

Shipping and Returns

Do you ship to the EU?

We can now ship to lots of European countries, however some of our brand partners do not. The quickest way to check is via the Shipping & Returns tab of each product page. Our European shipping prices are calculated at checkout. For products where EU shipping is available, we are able to ship the following countries:

We can currently ship to: The Netherlands, Belgium, Germany, Ireland, France, Italy, Spain, Jersey, Guernsey

UK VAT will be deducted at checkout, but items for delivery outside the UK may be subject to import duties, taxes and fees. These are levied once the items reach the specified destination. You, the customer, are responsible for import duties, taxes and fees incurred on your purchases. Customs authorities may request personal information such as Social Security number when inspecting your parcel; failure to provide this information to Customs will result in the parcel being returned, we therefore recommend that the recipient’s telephone details be included with the order. In this instance we are unable to refund the cost of postage and packaging. Please note that for items you order, you are considered the importer and must comply with all laws and regulations of the country in which the items are to be delivered. Please note that cross-border deliveries are subject to opening and inspection by customs authorities.

How long will my order take to arrive?

Because we work with lots of wonderful independent brand partners, our shipping times can vary. The majority of our products take within 3-6 working days to reach you. The quickest way to find out is the Shipping & Returns tab of each product page.

My parcel has not been delivered. Where is it?

We will always get in touch with any unforeseen delays with your order, but if you haven’t heard from us and your parcel has not been delivered within the expected time frame (you can find this information in the Shipping & Returns tab of your item’s product page), then please do not hesitate to contact us! (Please note that some of our products are made to order, so shipping can take up to 4 weeks. If an item is made to order we will always clearly mark it on the product page.)

My parcel has not been delivered and I live outside of the UK.

If you live outside the UK, your parcel might take longer to arrive as it has to go through customs. Please check your emails and spam folder regularly, as you may have received a VAT payment request from customs which could be holding up your parcel. If you notice that the tracking is inactive, or you think your parcel is lost, please do not hesitate to reach out to our customer service team.

Why do I have to include the tracking number and courier information for my return?

Our warehouse team and our brand partners send and receive a lot of parcels every day! Tracking numbers allow us to process your return and refund as quickly as possible.

How long does it take to process my refund?

Refunds can take up to 5 days after the return has been received by our warehouse team or brand partner. Any refund will be automatically issued to the payment method you used to place your original order.

Product

Does your cookware work on induction hobs?

Induction hobs work using magnetic fields, so cookware needs to be made of ferrous (iron-based) metals in order to work with them. Cast iron, enamelled, carbon steel, and stainless steel pans should work well on induction hobs. Most of our cookware is suitable, including:

Solidteknics wrought iron OR stainless steel

Samuel Groves stainless steel range

Skeppshult cast iron

Samuel Groves enamelled cast iron

SAVEUR Selects ranges

There are a few important things to know before using cast iron cookware with an induction hob: 

Cast iron is extremely conductive, and even more so when using an induction stovetop - you can achieve high, almost instantaneous heat. We always recommend warming your pan on a lower temperature before turning up the heat. As iron cookware is so conductive, we recommend never using anything higher than a medium setting, and always correctly matching the size of the burner to your pan.

Cast iron is generally heavier than your average non-stick pan, so be careful not to drag the pan across the surface of your stove if you don't want any scratches. This applies to most stovetops.r

What is the difference between the Quenched and Satin Solidteknics pan?

Pans from the lightly seasoned Satin range need a couple of rounds of at-home seasoning before they are ready for you to cook with for life. Seasoning your iron pan is an easy process, and the results get better and better over time as you naturally season through cooking. With the pre-seasoned Quenched range, you can get cooking straight away.

I’m having trouble seasoning my Solidteknics pan.

When it comes to seasoning, there’s rarely a problem that can’t be easily fixed - that’s the beauty of natural, oil-based non-stick that can be built up over time. Everything you need to know should be contained in our Solidteknics Care Guide and in this useful video but if you’re still having problems please don’t hesitate to reach out. 

If food is still sticking, this is usually caused by using a bit too much oil during seasoning, as sticky or rough patches will act like velcro to food. This is easily fixed by scrubbing the area smooth with steel wool or a metal scraper, and always ensuring your layer of seasoning oil is extremely thin.

If your pan is looking patchy, that’s completely normal. A well-seasoned pan will generally look black in colour, but can become patchy and a little discoloured over time. Whilst the look can change, the performance should only improve over time and with use.

It can take a little adjusting to get used to cooking with iron - our cookware is extremely conductive. Whilst your seasoning is young, lower your heat and use plenty of fats or oils as this will help improve and build your seasoning. Once your pan has a good seasoning foundation, a non-stick surface really comes down to heat control and fats. 

My Solidtecknics pan arrived scratched.

Blemishes and machine marks are very normal, and will soon disappear as you begin seasoning and using your pan. Pans are never usually perfect in appearance unless they are synthetically coated, which ours are not. 

Solidteknics pans have layers of natural seasoning applied with rice bran oil to kickstart the seasoning process (our Satin range is very lightly pre-seasoned, the Quenched range is pre-seasoned enough to get cooking straight away.)  This is not a synthetic coating, this is just natural seasoning on raw iron.

Over a lifetime of use your iron pans will be scratched and scuffed many times, but the great news is there are no synthetic or toxic coatings to worry about - marks can always usually be covered with renewed seasoning efforts.

My Solidteknics pan has rusted.

Rust can occur on a cast iron pan if not sufficiently seasoned, or if it has not been dried properly after use. But don’t worry, it’s only superficial and easy to fix.

To remedy, simply scrub off the rust with steel wool or fine sandpaper. Baking soda or vinegar can help with stubborn rust. Once you’ve gotten rid of the rust, follow up with more seasoning to ensure your pan has a good base to protect it from corrosion. 

It is very important to dry your iron pan thoroughly after each use - do not air dry, do not fully submerge in a washing up bowl, and never put it in the dishwasher. A tip for any cast iron pan is to put it back on the hob for around 30 seconds after cleaning to warm it back up and ensure it dries thoroughly. The application of a light coating of oil afterwards will help prevent rust from forming whilst the pan is in storage.

My Denby ceramic has scratched.

Even the hardest surfaces can be scratched - for example, diamond scratches diamond - and this can happen with all ceramic goods including Denby. Please take care when stacking and handling your Denby ceramics as scratches can be more visible on coloured glazes.

No matter how strong it is, all pottery and china can crack if exposed to sudden changes in temperature, so please don’t take items from the freezer and put them straight into the oven or microwave. Using microwaves as a means of warming empty dinnerware can cause damage to both your dinnerware and microwave, and is therefore not recommended. Please do not expose your Denby ceramic to direct heat sources such as the hob or grill.

Why do you sell products made in China?

Buy Me Once's mission is to make it easy for people to purchase the longest-lasting products in the world - this is our approach to conscious consumerism. Though we always take provenance into account (we look at each new product carefully through the lens of our different research criteria), it’s not always a straightforward issue why some products are made in China versus other regions.

This is why we try our best to clearly message where and how our products are made, so that when it comes to other ethical choices - such as buying vegan, or buying locally - you can make an informed choice. What you can be sure of is that your product won’t end up in a landfill after six months. 

Something I bought from your website broke. What should I do?

Although every product on Buy Me Once has been thoroughly researched and we will never sell a product we don't believe in, we don't always get it right. If something you’ve bought from us isn’t up to scratch, please get in touch - we’d love to hear from you, and we’ll try to make whatever it is right.

Company

Do you have a loyalty program?

Not right now, but we'd recommend signing up for our newsletter and keeping your eyes peeled; we're always working on new ways of getting our customers more involved with Buy Me Once.

How do you vet products and brands to ensure that what they offer is made to last?

In short, we take the personal approach. Our research team examines the products, digs into their manufacturing story, and develops meaningful relationships with the makers to find out everything we can. We only work with people we trust, and only sell products we believe to be superior - and we'll take products off our site if we find out they're not up to scratch. 

Find out more about us.

I’m a brand selling long lasting products. How can I be featured on Buy Me Once?

If you think you are a good fit for our site we would love to hear from you. The best way to go about becoming a Buy Me Once brand is to fill out our supplier form, so we can learn a bit about you and your products. Someone from our research team will get back to you as quickly as we can, which is usually around 2 weeks.

Find out more about us.

Are you hiring? Do you offer summer internships?

Neither at the moment, unfortunately. But do keep an eye on our Facebook page – we post all of our job adverts there so you’ll be the first to know.

I’d love to submit an article/blog post to publish on your website. Who should I contact?

Thanks so much for your interest in writing for us! Unfortunately we don't usually accept guest submissions, however if you have a great idea and would like to pitch it, feel free to get in touch via our contact page.

Get in touch

Have questions about your order, or a general enquiry?