FAQ

Account & Payment

How do I register for an account?

To register for an account, you can simply click here.

Do I need an account to shop with you?

You do not need to have an account in order to shop with us. However, we recommend you creating an account as this will allow for a faster checkout process next time you shop with us. You will also be able to access your order history with an account.

How can I reset my password?

If you have forgotten your account password, please follow the login procedure and then click on the ‘Forgotten Password’ link. You will receive a ‘Reset Your Password’ email right away.

Shipping

Where is my order?

Once your order has been dispatched, you will receive a tracking email where you can use the link provided by the courier to follow the transit of your package. If you have not received your dispatch email or your package within the estimated shipping time, please contact our Customer Care Team who will be happy to help.

Please note: If you have ordered a large amount of items or one of our larger products (eg. a bin or an ironing board), your items may arrive in 2 separate parcels and be delivered on separate days. 

What are your shipping times?

Shipping times will vary depending on your location. For full details on shipping timescales based on your location, please see our shipping page. During our busier period such as Sale, Black Friday and Christmas, this may be extended. Poor weather may also cause disruption to our shipping lead times.

Do you offer an Express or Next Day delivery service?

We are sorry, we currently only offer a Standard delivery service however we aim to get our orders delivered as soon as possible.

Which delivery provider do you use?

All orders are shipped using UPS. Once you receive your order dispatch email, you will be able to track your order with the tracking number provided.  

Guarantee

What is the warranty period of my product?

Items purchased exclusively via vpfzxw.topare guaranteed against manufacturing defects for a period of 2 years from the date of purchase, unless otherwise stated. Items purchased through authorised retailers are guaranteed against manufacturing defects for a period of 1 year from the date of purchase, unless otherwise stated. You can find out more detail on our guarantee page.

How do I make a claim on a faulty product?

If you have identified a manufacturing defect with your product, you can contact our Customer Care Team who will be happy to assist you.

Please note we will require your Le Creuset Outlet Store order number to process your claim. More information can be found on our guarantee page.

If my claim is valid, what are my options?

In the first instance we would offer you a replacement. If this is not possible, we will refund you (if you purchased from vpfzxw.top or provide you with store credit to shop directly on our website. We do our very best to match your replacement with your original purchase however this isn’t always possible. If the product we are replacing is out of stock or discontinued, we will offer you a replacement of a very similar alternative.

Orders

Can I change or amend my order once it has been placed?

Due to the way our orders are processed, unfortunately we’re unable to cancel or change orders once they have been placed. We try to have a very fast processing procedure to fulfil our delivery times. We therefore ask you to take the time to read and check your order at each stage of the order process to ensure the correct details are entered before placing your order.

When will I receive my order confirmation email?

You should receive your order confirmation email from us as soon as you have placed an order. For all our registered account users, the order will also appear in your Account page. Our order confirmation emails may also appear in your junk or spam folders in your mail account, therefore we would suggest you check here too. If you have not received an order confirmation from us, please contact our Consumer Care Team who will be happy to help.

Do you take international orders?

Yes, we deliver orders to the UK, EU, USA and Australia.

For more information regarding the destinations we ship to, as well as delivery times and charges, please see our delivery page.

Products

The product I’m looking for is out of stock. When will it be available again?

We aim to get all products back into stock as soon as possible. You can sign up to be notified by email when a product has returned back to stock by clicking on the ‘EMAIL WHEN AVAILABLE’ button on the product page. Please note that overtime some products will become discontinued as we choose to refresh them with a newer model. If you cannot find the product you are looking for, please contact our Customer Care Team who will be able to advise whether we still stock your product.

Can your products and packaging be recycled?

Our products can be recycled in a suitable plastics recycling collection point. Unfortunately, our packaging cannot be recycled at the moment but we are working on a more environmentally friendly solution.

Returns & Refunds

What is your returns policy?

If for any reason you are unhappy with your purchase, simply return it to us in its original condition using the returns address listed in your package within 30 days and we’ll refund the purchase price to your account. We’ll happily refund the original delivery charge too, but only if the refund is due to a faulty product or an error on our part.

What is your exchange policy?

Unfortunately, we are unable to offer exchanges on products purchased through vpfzxw.top unless you have received a damaged, faulty or incorrect item. If you have received a product that isn’t right for you, you will need to return your product back to us for a refund through our standard returns process and then proceed to place a new order online. If you have any questions about our returns policy, please contact our Consumer Care Team via [email protected] and we will get back to you as soon as possible.

When will I receive my refund?

All refunds should be processed within 14 days of the item(s) being received at our warehouse. If you have not received your refund in this time, please contact our Customer Care Team with the tracking information for the return so we can investigate and locate the package.

Can I return a Le Creuset Outlet Store item that was purchased from a retailer?

Our return policy is only applicable to items purchased on vpfzxw.top.