At Sous Chef, we are dedicated to delivering a world of culinary inspiration directly to your door. We understand that receiving your ingredients and tools promptly and in perfect condition is key to your cooking adventures. Our policies are designed to be clear, fair, and focused on your complete satisfaction.

Shipping Policy

We ship globally (excluding Asia and a few remote regions) to bring you the finest ingredients and kitchenware from around the world.

Order Processing: Please allow 1-2 business days for us to carefully pick, pack, and prepare your order for shipment.

Shipping Methods & Delivery Times:

  • Standard Shipping: We ship via trusted carriers like DHL or FedEx.
    • Cost: $12.95
    • Estimated Delivery: 10-15 business days after dispatch.
  • Free Shipping: For orders over $50, we offer free shipping via EMS.
    • Cost: Free
    • Estimated Delivery: 15-25 business days after dispatch.

Please note that these are estimated transit times and may be subject to variations due to customs clearance or other factors beyond our control.

Returns & Exchanges Policy

We stand behind the quality of our non-food products. If you are not entirely satisfied with your purchase, we offer a straightforward returns and exchanges process within 15 days of receiving your order.

Important Note on Food & Ingredients:

To ensure the utmost safety and quality, all food items are final sale and cannot be returned or exchanged unless they arrive damaged or spoiled. This policy includes, but is not limited to:

  • Baking Ingredients
  • African, American, and Brazilian Ingredients
  • Beans & Pulses
  • All other food products

Please inspect all food items immediately upon delivery. If there is any issue, contact us at [email protected] right away.

Return & Exchange Process

Step 1: Initiate Your Request
Contact our customer care team at [email protected] within 15 days of delivery to request a return or exchange. Please use the template below to provide all necessary details.

Step 2: Wait for Authorization
Our team will respond with a Return Merchandise Authorization (RMA) number and specific instructions on where to send your return. Please do not ship any items back without an RMA number, as we will be unable to process them.

Step 3: Ship Your Return
Securely pack the unused item(s) in their original packaging. Include a copy of your order confirmation or packing slip. Ship the package to the address provided in your instructions. Return shipping costs are the customer’s responsibility, unless the return is due to our error (e.g., wrong item sent) or a defective product.

Step 4: Processing
Once we receive and inspect your returned item, we will process your exchange or refund. You will receive an email notification confirming the completion of your request.

Refund Timelines & Methods

Refunds will be issued to the original payment method used for the purchase.

  • Credit/Debit Cards (Visa, MasterCard, JCB): Refunds will be processed within 5-7 business days after we receive your return. The time it takes to appear on your statement will depend on your bank’s processing times.
  • PayPal: Refunds will be processed to your PayPal account within 3-5 business days after we receive your return.

Exchanges will be shipped out via our standard shipping method once the return is processed.

Non-Returnable Items

For health, safety, and quality assurance reasons, the following are final sale and not eligible for return or exchange unless they arrive damaged or defective:

  • All Food & Ingredient Items (as listed above)
  • Opened or used products of any kind
  • Items not in their original condition
  • Items without original packaging

Return Request Email Template

Please copy and paste the template below into an email and send it to [email protected].

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Sous Chef Customer Care Team,

I would like to request a return/exchange for my recent order.

Order Number: [Your Order Number]
Order Date: [Date of Order]
Product(s) to be returned/exchanged: [Product Name(s) and Quantity]
Reason for return/exchange: [Please provide details]

Please advise on the next steps and provide the return authorization and shipping address.

Thank you,
[Your Full Name]
[Your Email Address associated with the order]
[Your Phone Number (optional)]

We are here to help! If you have any questions about our Shipping or Returns policy, please don’t hesitate to contact us at [email protected].

Happy Cooking,
The Sous Chef Team