At Sous Chef, we are dedicated to bringing a world of flavor directly to your door. We want your culinary journey with us to be seamless and satisfying, from the moment you place your order to the moment you unpack your global treasures. This policy details how we get your items to you and our process if something isn’t quite right.

Shipping Information

We ship globally (excluding Asia and a few select remote regions). Our goal is to process and dispatch your carefully curated order as quickly as possible.

Order Processing & Delivery Timelines

  • Order Processing: All orders are processed within 1-2 business days after payment is confirmed.
  • Standard Shipping (DHL or FedEx):
    • Cost: $12.95
    • Delivery Time: 10-15 business days after dispatch.
  • Free Shipping (EMS):
    • Available on all orders over $50.
    • Delivery Time: 15-25 business days after dispatch.

Please note that these delivery times are estimates and can be affected by factors beyond our control, such as customs processing.

Returns & Exchanges Policy

Your complete satisfaction is our priority. We stand behind the quality of our culinary equipment and offer a straightforward returns process for eligible items.

Important Note on Non-Returnable Items: Due to quality and safety reasons, we cannot accept returns or exchanges on any food and ingredient products. These are considered final sale once they leave our warehouse. This includes, but is not limited to, items from the following menu categories:

  • African Ingredients
  • American Ingredients
  • Baking Ingredients
  • Beans & Pulses
  • Brazilian Ingredients
  • BBQ Season

Additionally, we cannot accept any item that has been opened, used, or is not in its original condition, or any gift cards.

Our Policy for Eligible Items

You may return or exchange most new, unopened, non-food items (e.g., Aprons, Bakeware, Bento Boxes, Bowls, Bread Making Kits) sold and shipped by Sous Chef within 15 days of delivery for a full refund or exchange. The item must be in its original packaging and in a resalable condition.

How to Initiate a Return or Exchange

To start a return or exchange for an eligible item, please follow these steps:

  1. Contact Our Team: Within 15 days of receiving your order, email us at [email protected]. Please use the template below to ensure we have all the necessary information.
  2. Wait for Authorization: Our customer service team will respond within 2 business days with a Return Merchandise Authorization (RMA) number and instructions. Returns will not be accepted without an RMA number.
  3. Ship Your Return: Carefully package the item(s). Include a copy of your packing slip or a note with your order number and RMA number. Ship it to the address provided. We recommend using a trackable shipping service, as you are responsible for the item until it arrives at our warehouse.

Return Shipping Costs

  • Our Error: If the return is due to our error (e.g., incorrect or defective item), we will provide a prepaid shipping label.
  • Other Reasons: For returns for any other reason, the customer is responsible for the cost of return shipping. The original outbound shipping cost (if your order qualified for free shipping) is non-refundable.

Refund Processing

  • Timing: Once we receive and inspect your return, we will send an email notification. Your refund will be processed within 5 business days of receipt.
  • Method: Refunds will be issued to the original method of payment used at purchase (Visa, MasterCard, JCB, or PayPal).
  • Appearance on Statement: Depending on your card issuer’s policies, it may take 5-10 additional business days for the refund to be fully reflected on your account statement.

For exchanges, we will ship the new item to you via our standard shipping methods once the original return has been received and processed.

Return/Exchange Request Email Template

To expedite your request, please use the following template when emailing us:

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

Hello Sous Chef Team,

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

Order Number: [Please insert your order number]
Product Name: [Please insert the product name]
Reason for Return/Exchange: [Please provide a brief reason]

I have read and understand the Returns & Exchanges Policy on your website.

Thank you for your assistance.

Best regards,
[Your Full Name]
[Your Phone Number]

Questions?

Our culinary-loving customer service team is here to help you with any questions.

Email: [email protected]
Postal Address: Sous Chef Online Shop, 4832 Emily Drive, HOYT, US 66440

Thank you for being a part of our global culinary community.

Happy Cooking!
The Sous Chef Team