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ORDERS

Can I track the status of my order?

When your order ships you will receive a separate email providing you with a tracking number to track your order.

Can I amend my order once it has been placed?

Since the turnaround time on packages are so fast, changing an order after it’s been placed can be tricky. Because of this, we recommend calling us immediately upon realizing that something may be wrong with your order.

What should I do if my order is missing?

Hopefully this doesn’t happen but if it does, although our shipping carriers work independently from PME to deliver your package, we’ll figure this out together! Please contact our Customer Service Team, either by telephone at 020 3234 0049, or by using the contact us section of this site.

What do I do if I have received the wrong item?

We are sorry that you have received the wrong item in your order.
Please contact our Customer Service team, where a member of the team will help you further.

There is an item missing from my order, what should I do?

If you receive your order and an item is missing, please check your emails or junk emails to see if you’ve received an out-of-stock notice from us. If you haven’t received this, please contact our Customer Service team with your order details so we can resolve this for you.

PAYMENTS

What payment methods do you accept?

We accept Visa, Mastercard, and PayPal for online orders.

Experiencing problems paying?

Please try an alternative payment method or contact our Customer Service team and one of our representatives will help you as soon as they can.

How can I use a promo code on my order?

You may enter your promo code once you’re in “your basket” page on the left-hand side of the page. Simply insert the code and select "apply".

DELIVERY

Which shipping options do you offer and how much do they cost?

Our shipping partner is DPD. We offer free delivery on all orders over £30. On orders below £30, you will be charged £5.

How long will it take to receive my order?

Currently, orders can take 2-3 business days to process before shipping.

Can I track the status of my order?

Once your order is shipped you will receive a separate email providing you with a tracking number to track your order.

What happens if nobody is in when my order is delivered?

As we currently ship with DPD, you can rearrange your delivery on their website

Do you ship internationally?

If you’re an EU customer, you can visit our European website: pmecake.com/eu
If you’re an international customer, you can select your region from pmecake.com

Who pays for international import taxes?

International orders may be subject to import duties and taxes on receipt of the package in the destination country. The customer is responsible for any customs charges that may be applied to the shipment.

RETURNS & EXCHANGE

What is PME's return policy?

We are confident that you will love our products, but for your peace of mind, we offer a 30-day refund guarantee on all purchases.
Returns will be accepted if products are unused and in their original packaging. To return a product, please contact us providing your order information and the reasons for your return. We will then issue you a returns number and advise the best way to return the goods.

What do I do if my item is faulty?

If you received a faulty item, please do not dispose or amend your item(s).
Please contact us within 14 days of receipt along with your name, order number, and images you can provide of the faulty item(s), so we can support you further.

WARRANTY

What is PME's Warranty Policy?

PME products are warranted against manufacturing defects for a full year. The warranty starts on the day of delivery.
We also offer a 10-year warranty on a selection of products, which include all PME plastic plunger cutters and moulds and a 5-year warranty on our carbon steel bakeware as we trust that our quality is the best.

ACCOUNT

I'm having trouble signing in to my account, what should I do?

Oh no! Please try resetting your password initially. If this still doesn't work, please contact our Customer Service team with your account details and we'll try and help!

How do I reset my password?

If you can't remember your password, we'll need to reset that for you. Simply click here to change it.

How can I access my wishlist?

To access your wishlist, please make sure you are logged in and then click this link.

Is my personal information kept private?

Yes, under the new and updated data protection regulation (GDPR) we promise to keep your information private and secure. To read more about our privacy policy please click here.

How can I remove my personal information from your database?

If you would like all information regarding yourself to be removed from our database, please contact our Customer Service team via our contact us page.