Lecreuaset Customer Service Policy

At Lecreuaset, we’re dedicated to supporting you not just when you purchase our Kitchenware, Cookware, Stoneware, or Wine Accessories—but long after they become part of your kitchen. This Customer Service Policy outlines how we’ll assist you, ensuring your experience with our products and team is as smooth and satisfying as cooking with a well-crafted Lecreuaset pan.

1. Product & Order Inquiries

Whether you have questions about a product’s use, need help placing an order, or want to check stock, our team is here to help:

Product Questions: For details like “Is this stoneware safe for induction cooktops?” “How do I care for my non-stick cookware?” or “What size wine aerator is best for my needs?”, reach out anytime. We can also share tips (e.g., seasoning a Dutch oven, storing kitchenware) to help you get the most out of your purchase.
Order Inquiries: After placing an order, you’ll receive a confirmation email within 1 hour (check your spam folder if missing). If you need to update your shipping address, change an item, or cancel an order, contact us immediately at [email protected]—we process orders within 24 business hours, so changes are only guaranteed if requested before your order ships.
Stock Checks: If a product is marked “Out of Stock” on our website, email us to ask about restock timelines—we’ll share the latest updates and can even notify you when the item is back in stock.

2. Shipping & Delivery Support

We want your Lecreuaset products to arrive safely and on time. Here’s how we assist with shipping-related needs:

Tracking Your Order: Once your order ships, you’ll get a shipping confirmation email with a tracking link (provided by our carriers like UPS, USPS, or DHL). Use this link to monitor delivery status and estimated arrival date.
Delayed or Missing Packages: If your package is delayed beyond the estimated delivery date, or marked “Delivered” but not received:

First, check with neighbors, building management, or your local post office (carriers may leave packages in secure drop-off spots).
If you still can’t locate it, email [email protected] with your order number and tracking ID. We’ll work with the carrier to investigate and resolve the issue—this may include reshipping your order or issuing a refund if the package is confirmed lost.

Damaged During Shipping: If your product arrives with dents, cracks, or missing parts (e.g., a broken corkscrew, chipped stoneware), contact us within 7 days of delivery:
Include your order number, photos of the damaged product and packaging, and a description of the issue.
We’ll send a replacement for the damaged item (free of charge) or process a full refund—whichever you prefer. We may ask you to return the damaged item (we’ll provide a pre-paid label) to help us improve our packaging.

3. Returns & Exchanges

We understand that sometimes a product may not meet your expectations (e.g., the pan size is too small, the stoneware color doesn’t match your kitchen). Our return/exchange policy is designed to be fair and straightforward:

Eligibility: Items must be returned within 30 days of delivery, in their original condition (unused, unwashed, with all tags, packaging, and accessories included). Final-sale items (marked “Final Sale” on the product page) are non-returnable.
How to Initiate a Return/Exchange:

Email [email protected] with your order number, the product name/SKU, and reason for return/exchange (e.g., “wrong size,” “changed mind”).
We’ll respond with a pre-paid return label and step-by-step instructions.
Pack the item securely and ship it back—once we receive and inspect it (3–5 business days after delivery to our warehouse), we’ll process your refund or send the exchanged item.

Refund Timing: Refunds are issued to your original payment method within 2–3 business days of inspection. It may take 5–7 additional days for the funds to appear in your account (depending on your bank or payment provider).
Exchange Notes: If you’re exchanging for a different size/color (e.g., swapping a 10-inch pan for a 12-inch one), we’ll ship the new item for free once we receive your returned product. If the new item costs more, we’ll send an invoice for the difference; if it costs less, we’ll refund the balance.

4. Product Care & Warranty Support

Many Lecreuaset products come with a manufacturer’s warranty (e.g., cookware may have a 2-year warranty against defects, stoneware a 1-year warranty). Here’s how we support you with warranty claims and product care:

Warranty Inquiries: To check if your product is under warranty, or to file a warranty claim (e.g., a non-stick coating peeling off prematurely, a wine opener breaking during normal use), email us with:
Your order number and proof of purchase.
Photos of the issue and a description of how the product was used (to confirm it’s a defect, not damage from misuse).
We’ll review your claim and, if approved, send a replacement or repair the item (per warranty terms).
Care Guidance: Need help maintaining your products? We’re happy to share care tips—like how to clean stoneware without scratching it, how to avoid warping cookware, or how to store wine accessories to prevent damage. Just ask!

5. How to Contact Us

Our customer service team is available to assist you Monday–Friday, 9 AM–5 PM EST. The fastest way to reach us is:

Email: [email protected] (we respond to all inquiries within 24 business hours—weekend inquiries are answered on Monday).
Follow-Up: If you don’t receive a response within 24 hours, check your spam folder—add [email protected] to your contacts to ensure our emails reach you.

6. Your Feedback Matters

We’re always looking to improve our products and service. If you have suggestions (e.g., “I wish the spatula had a longer handle”) or feedback about your customer service experience, please share it with us—your input helps us create better tools and support for your kitchen.

At Lecreuaset, we’re more than a brand—we’re a partner in your cooking journey. Thank you for choosing us, and we look forward to helping you create beautiful moments in your kitchen.