Frequently Asked Questions
ABOUT US
When & how can I contact your customer service team?
Customer Service is extremely important to us, should you have a query, complaint or feedback, please get in touch.
There are a number of ways in which you can get in touch with us:
By Telephone: +44 (0) 20 7229 1337 (Monday – Friday 10am-5pm GMT)
By Email: customerservice@summerillandbishop.com
By Fax: +44 (0) 20 7727 1322
By Post: Summerill & Bishop
100 Portland Road
London, W 11 4LQ
UK
If your query is regarding product availability in our shop or general shop information please call +44 (0) 20 7221 4566 or email theshop@summerillandbishop.com
Do you have a retail shop?
Yes, our shop is located at 100, Portland Road, London W11 4LQ.
Opening times: Monday – Saturday 10-6pm. The shop is closed on Bank Holidays.
Opening times: Monday – Saturday 10-6pm. The shop is closed on Bank Holidays.
Can I order by telephone?
Yes. If you prefer to place an order by telephone please call +44 (0) 207 229 1337, you will need to have your card details at hand along with the full billing and shipping address.
Can I order online and pick up at the shop?
Yes, please place your order online and for the shipping address please enter the shop address: Summerill & Bishop, 100 Portland Road London W11 4LQ, on the following page you will see the option to select free delivery. Please call us on 0207 229 1337 to let us know when you will be collecting your order and bring along with you your order confirmation, as we will require this for proof of purchase and identity.
Is your site secure?
Yes. At Summerill & Bishop we take the security and confidentiality of the information you provide very seriously. Our site uses a protected mode of payment SSL (Secure Socket Layer) which allows the encoding of your banking details during their transmission over Internet. You can tell whether a page is secure as ‘https’ will replace the ‘http’ at the front end of the www.summerillandbishop.com in your browser address window. A small locked padlock will appear in the bottom bar of your browser window.
You have the choice to pay with your card via Sage Pay via Paypal. When you enter your card number to pay for your purchases, you are transmitting your card data directly to either SAGE PAY or PAYPAL which records them in its highly-protected server. This information is then forwarded to your bank for clearances and then the bank sends us a message to confirm that your payment has been accepted and we can then dispatch your order. We do not hold any credit card information on our systems or at our premises.
The CVV (Card Verification Value code) is the security code number on the back of your credit/debit card, above your signature (the last 3 digits) or the 4 digit code on the front of your American Express card above the long account number. The CVV code maybe referred to as CSC, CV2, CVC or CID but the function is the same for all major card types. We do not store your CVV number, but use it to perform a security check.
To ensure our customers have more confidence while shopping online with summerillandbishop.com we have introduced Verified by Visa and Mastercard SecureCode. These services enhance your existing card account against unauthorised use when you shop with us.
In order to use this service you must first register with the bank or organisation that issued your card. Once you've registered and created your own private password with your card issuer, you will be automatically prompted to provide this password each time you make a purchase.
You can find out more about these services:
Click here to for the Verified by Visa Website
Click here for the Mastercard SecureCode website
Do you have a catalogue?
At present we do not have a catalogue but you can order products by telephone. If you would like to receive news of our products, promotions and events you can sign up to receive our newsletter by entering your email address at the bottom of the homepage.
PRODUCTS
Do you sell gift vouchers?
Yes. Gift vouchers are now available to buy online, by telephone or from our shop. Click here for more information on our gift vouchers.
Can gift vouchers be redeemed online or by telephone?
Yes, in order to redeem your gift voucher online please enter the serial number (on the front of the voucher) in the coupon code box that is displayed on the checkout page and select ‘apply coupon’. Only one gift voucher per order can be redeemed online, to use multiple gift vouchers please call 020 7229 1337/ 020 7221 4566 to redeem your vouchers by telephone. Gift Vouchers can only be redeemed online if the good value is equal or greater than the voucher value.
I have seen an item in a magazine, but I can’t find it on your site?
Our products are often featured in magazine or newspaper articles and it may be that on certain occasions products that are only available to buy in our shop are featured. If you would like to check the availability of products before you head to the shop in Clarendon Cross please telephone +44 (0) 20 7221 4566.
If an item is out of stock when will you be getting more?
Due to the limited nature of some of our products we can often sell out very quickly. We do re-stock classic and popular items however if you would like more specific information or be notified when the product is back in stock please contact our Customer Service team on customerservice@summerillandbishop.com / + 44 (0) 207 229 1337 and they will be happy to help.
I need more information on a product, who can I contact?
Please contact our customer service team with your product query:
Tel: +44 (0) 20 7229 1337
ORDERS
Can I order by telephone?
Yes. If you prefer to place an order by telephone please call +44 (0) 207 229 1337, you will need to have your card details at hand along with the full billing and shipping address.
Is it safe to order online?
Yes. At Summerill & Bishop we take the security and confidentiality of the information you provide very seriously. Our site uses a protected mode of payment SSL (Secure Socket Layer) which allows the encoding of your banking details during their transmission over Internet. You can tell whether a page is secure as ‘https’ will replace the ‘http’ at the front end of the www.summerillandbishop.com in your browser address window. A small locked padlock will appear in the bottom bar of your browser window.
You have the choice to pay with your card via Sage Pay via Paypal. When you enter your card number to pay for your purchases, you are transmitting your card data directly to either SAGE PAY or PAYPAL which records them in its highly-protected server. This information is then forwarded to your bank for clearances and then the bank sends us a message to confirm that your payment has been accepted and we can then dispatch your order. We do not hold any credit card information on our systems or at our premises.
The CVV (Card Verification Value code) is the security code number on the back of your credit/debit card, above your signature (the last 3 digits) or the 4 digit code on the front of your American Express card above the long account number. The CVV code maybe referred to as CSC, CV2, CVC or CID but the function is the same for all major card types. We do not store your CVV number, but use it to perform a security check.
To ensure our customers have more confidence while shopping online with summerillandbishop.com we have introduced Verified by Visa and Mastercard SecureCode. These services enhance your existing card account against unauthorised use when you shop with us.
In order to use this service you must first register with the bank or organisation that issued your card. Once you've registered and created your own private password with your card issuer, you will be automatically prompted to provide this password each time you make a purchase.
You can find out more about these services:
Click here to for the Verified by Visa Website
Click here for the Mastercard SecureCode website
How do I place an order online?
We hope our website allows you to have an enjoyable, easy and secure shopping experience with us. You can browse our site by using the categories listed at the top of the page and selecting the appropriate sub category or by entering keywords into our search box. Click on the item you want to view and you will find the following information about the product: description, size, price and availability. To purchase an item, select the quantity required and click ‘ADD TO BASKET’. Follow the on-screen instructions to continue shopping or check out. After clicking ‘CHECKOUT’ you can either create an account with us which will allow you to to move through the checkout process faster, store multiple shipping addresses, view and track your orders or checkout as a Guest Customer. Once you have entered your delivery and credit/debit card details, your transaction will be processed in a completely secure environment, and you will automatically receive an order confirmation email.
I’ve made a mistake, I would like to modify or cancel my order in progress, is this possible?
This depends on how far you have progressed with your order. Please contact Customer Service us as soon as possible customerservice@summerillandbishop.com or +44 (0) 20 7229 1337 quoting your order reference number, the order date, your name and postcode.
If by the time we receive your order cancellation and your order has been dispatched, we do accept returns and exchanges as detailed in our Returns Policy. Goods must be returned in perfect condition, unused and in the original packaging to Summerill & Bishop Ltd and at your own cost.
Can I add an extra item to my order?
If you wish to add an item to your order, you can add it provided it has not already been packed. Please telephone us to check and so that we can take payment for the additional items as we do not store your card details or have access to the card details for security details.
How do I take advantage of any promotional codes?
If you have a promotion code you simply need to enter this at the checkout pagewhere it says Discount Codes. Once you have entered the code in the box select APPLY COUPON and this will calculate any discount available at that time. Then select PROCEED TO CHECKOUT.
Can I order an item that is temporarily out of stock?
Some out of stock orders can be ordered online as they are on back order. If an item is out of stock and you cannot place an order for it online then please send an email to customerservice@summerillandbishop.com with your contact details and information on the product(s) you are interested in.
Can I order items to be sent outside the UK?
Yes we ship to international destinations. The shipping cost will appear after you have chosen the delivery destination. If however your country is not listed in the drop down menu please contact us for a shipping quote.
How do I know if my order has been successful?
You will receive an automated email to confirm your order has been received and is being processed.If an item is out of stock or we see that there may be a security issue with the card payment we will contact you as soon as possible to resolve the situation.
If the product is in stock and there are no other problems with your order you will receive another email to confirm your order had been dispatched.
Is it possible to have gift wrap?
Our gift wrapping service is available for all online orders. The cost of having your order gift wrapped is £5.50. Please note that the entire order will be gift wrapped not the individual items. If you would like us to gift wrap your present, please select the gift wrap option at the checkout page and don’t forget to type in your gift message. If requested we can send the invoice to your billing address for your records. Click here for further information on gift wrapping.
What should I do if I receive an error message?
If you see a page with an error message, please contact us on +44 (0) 20 7229 1337 or email customerservice@summerillandbishop.com with as much details as possible.
Can I collect from your shop?
Yes, please place your order online and for the delivery address please enter the shop address: Summerill & Bishop, 100 Portland Road London W11 4LQ, on the following page you will see the option to select free delivery. Please call us on 0207 229 1337 to let us know when you will be collecting your order and bring along with you your order confirmation, as we will require this for proof of purchase and identity.
PAYMENTS
What cards do you accept?
We accept: Visa, Visa Debit, Visa Electron, MasterCard, Switch, Maestro, Solo and American Express. All payments are in pounds sterling (£). We also accept Paypal, but we do not accept cheques.
Are the payments by card really protected?
Yes. At Summerill & Bishop we take the security and confidentiality of the information you provide very seriously. Our site uses a protected mode of payment SSL (Secure Socket Layer) which allows the encoding of your banking details during their transmission over Internet. You can tell whether a page is secure as ‘https’ will replace the ‘http’ at the front end of the www.summerillandbishop.com in your browser address window. A small locked padlock will appear in the bottom bar of your browser window.
You have the choice to pay with your card via Sage Pay via Paypal. When you enter your card number to pay for your purchases, you are transmitting your card data directly to either SAGE PAY or PAYPAL which records them in its highly-protected server. This information is then forwarded to your bank for clearances and then the bank sends us a message to confirm that your payment has been accepted and we can then dispatch your order. We do not hold any credit card information on our systems or at our premises.
The CVV (Card Verification Value code) is the security code number on the back of your credit/debit card, above your signature (the last 3 digits) or the 4 digita code on the front of your American Express card above the long account number. The CVV code maybe referred to as CSC, CV2, CVC or CID but the function is the same for all major card types. We do not store your CVV number, but use it to perform a security check.
To ensure our customers have more confidence while shopping online with summerillandbishop.com we have introduced Verified by Visa and Mastercard SecureCode. These services enhance your existing card account against unauthorised use when you shop with us.
In order to use this service you must first register with the bank or organisation that issued your card. Once you've registered and created your own private password with your card issuer, you will be automatically prompted to provide this password each time you make a purchase.
You can find out more about these services:
Click here to for the Verified by Visa Website
Click here for the Mastercard SecureCode website
Do your prices include VAT and what happens if VAT charges do not apply? All prices on our site are in pounds sterling and are inclusive of the European Union sales tax (VAT). If your order is being dispatched outside the European Economic Community (EEC) then VAT will be deducted.
When you reach the check out pages, after you have selected the intended destination for your order, we will automatically calculate the relevant shipping rate and will deduct VAT off the basket total if applicable. Shipping rates have already been set in include or exclude VAT.
Products shipped to the Channel Islands are not charged VAT. This is because the Channel Islands are not part of the EEC VAT territory. Channel Island residents shipping products to UK mainland addresses will be charged VAT.
Why won’t my payment go through?
If you are having problems putting your order through, then the most likely reason is that there is a problem with the billing details you have entered on your account. Please check that all mandatory fields are entered correctly, address, telephone, postcode as these fields are involved in verifying your payment.
Your billing address must correspond with the registered address of the card that you are paying with.
If you have any further problems then please do give us a call on +44 (0) 20 7229 1337.
When will my card be charged?
Your card will be charged as soon as the order is placed.
Will there be additional duties and taxes payable on my purchase?
You will be liable for all duties or levies payable at any foreign port as a result of delivery of good to countries outside of the United Kingdom.
Our products are sold in Pounds Sterling on a delivery duty unpaid basis. If you are purchasing an item from outside of the EU you may be subject to import duties and taxes which are levied once the package reaches your country. Any additional charges for customs clearance is your responsibility, we have no control over these charges and cannot predict what they may be.
Custom policies vary from country to country, so we strongly advise you to check these details with your local customs office before placing an order as you shall not be entitled to cancel your order on the basis of unforeseen duties or levies.
DELIVERY
Where do you deliver to?
We deliver to a number of international destinations. Your shipping rate will be calculated at the checkout once you have selected your delivery address.
If however your country is not listed in the drop down menu or this message please contact us for a shipping quote.
We do not deliver to PO boxes or to BFPO’s (British Forces Posted Overseas).
What are your delivery charges and timescales?
Our standard UK delivery charges starts from £7.98. Providing your items are in stock we will aim to deliver your order within 7 days from date of order, in many instances it will be less. Please note that during peak periods you should allow up to 10 days. Click here for more information on our delivery charges.
Can I change my delivery address?
If you have made a mistake with your delivery address or want to change it please contact us immediately on +44 (0) 20 7229 1337 or customerservice@summerillandbishop.com and we will try to amend them.
If the order has already left our office then the delivery address cannot be changed.
Can I choose a different delivery address to the billing address?
Yes it is possible to choose a different delivery address to the billing address.The first address you enter is the billing address. This will automatically fill the delivery address which is on the second page if you select "ship to this address". If you select "ship to different address" then you will need to enter the address you want your order to be shipped to.
If your order is a gift, you can choose our gift wrap option, this includes a hand written gift note. If requested we can send the invoice to your billing address for your records.
Does S&B ship to multiple addresses?
No. During the checkout process, you will be asked to select the shipping address for your order. At this time, you can ship your online order to only one location. If your order includes gifts and requires shipping to several different locations we suggest you split your products into separate online orders.
Will someone need to sign for the delivery?
The courier service we use to deliver your order requires somebody at the delivery address to sign for the package. This person does not need to be the addressee. The signature is electronically logged for security. Any signature at the address taken will be taken as proof of delivery by us.
What if I’m not home when it’s delivered?
If no one is available at the delivery address to sign for the goods, the delivery company will leave a card with their details on it. They will attempt to redeliver your package on the consecutive day. You can call the number on the card quoting the card reference number to re-arrange delivery at a more suitable time. If the delivery company is unable to deliver your order and you do not contact them within 5 working days from the first delivery attempt date, a re-delivery charge will be incurred.
RETURNS
How do I return items to you?
We really hope that you will be pleased with your purchase from Summerill & Bishop. We care very much about the products we sell and the service we offer. However, if you would like to return any items that you have purchased from us, we will be happy to replace a product or issue a refund provided it is in a fully re-saleable condition. Returns must be made within 14 days or receiving the goods and in the original packaging.
If you want to make a return please fill out the returns form enclosed in your order and clearly mark whether you would like a refund or exchange. Pack the returns sheet with the items and send it back to:
Summerill & Bishop
100 Portland Road
London W 11 4LQ
UK
We cannot accept liability for returned goods lost or damaged in transit therefore we strongly recommend that you obtain a certificate or proof of posting. We advise you to send the goods by Royal Mail Registered Post or similar, especially for high-value items and have sufficient insurance cover. We cannot be held responsible for returned items that do not reach us.
Can I return a gift item?
If you are returning a present we have to refund the person who paid for it. We are happy to exchange your gift but we will also have to inform the original purchaser. For further information on how to return an item please click here.
Can I return my online order item to your shop?
Yes. In order to process a return or exchange at the shop please bring the invoice/receipt that was sent with your order. Returns or exchanges should be made within 14 days or receiving the goods and in the original packaging. For further information on our returns policy please click here.
If an item is faulty / damaged whom should I contact?
We care very much about the products we sell and take great care to ensure you receive your goods in perfect condition. However if the goods are damaged or faulty please contact us customerservice@summerillandbishop.com / +44 (0) 20 7229 1337 within 7 days describing the fault.
For faulty products you return we will refund you the cost of the return postage, as well as the goods and your original postage and packing charge. Please return the item(s) following the refund steps by clicking here.
You have sent me the wrong item?
If you have been sent the wrong item please follow the returns procedure and return it to us. We will send the correct item back to you and reimburse any costs you have incurred in sending the incorrect item back to us. If the item is out of stock for any reason, we will contact to see if you would like a refund or an exchange.
Can you confirm you have received my returned item?
We will notify you by email when your return has been processed. We endeavour to deal with all returns as promptly as possible however if you wish please telephone us on +44 (0) 20 7229 1337 to check if we have received your returned item.
We cannot accept liability for returned goods lost or damaged in transit therefore we strongly recommend that you obtain a certificate or proof of posting. We advise you to send the goods by Royal Mail Registered Post or similar, especially for high-value items and have sufficient insurance cover. We cannot be held responsible for returned items that do not reach us.
How long does it take to process returns and receive my refund?
As long as the returned item meets our refunds criteria please allow at least 7 working days for your return order to be processed and the amount to be credited to your card.
Who pays for return postage?
You are responsible for the cost of returning an item to us. If you are returning an item for a refund, we will refund you the value of the items returned minus the original delivery cost. We will not reimburse the cost of you returning the item to us. If you are returning an item for an exchange you will be charged at the standard rate for sending the replacement to you.
I have returned an item, how long will a replacement or exchange take to arrive?
After your return has been processed and as long as we have the exchange item in stock you should expect to receive the item within 7 working days. Please note you will be charged standard delivery in order to send the replacement item to you. If you require Next Day delivery please contact us to let us know.
YOUR ACCOUNT
I’ve forgotten my login / password?
If you are a registered customer, your login is the email address you entered when you registered. To get your password again, click on ‘MY ACCOUNT’ at the top of the homepage, then click on ‘FORGOT YOUR PASSWORD’ in the bottom right hand corner of the page. Enter your email address and a new password will be sent to your email address.
How do I change the information on my account?
click on ‘MY ACCOUNT’ at the top of the homepage, enter your login (email address) and password, you will then be able to change your details and password, view your orders and set up a gift list.
How do I unsubscribe to the newsletter?
Simply click on the link titled “UNSUBCRIBE” located at the bottom of the Summerill & Bishop e-newsletter. If you have an account set up you can also unsubcribe by logging into your account, selecting "Newsletter Subscription" on the left hand side of the page and click the checkbox to remover the tick for "General Subscription".
Please note by unsubscribing to our newsletter you will no longer be able to receive details of promotion codes or special offer that are taking place.
Can I use my discount code more than once?
This depends on the type of code you have received, you will be made aware of this upon receipt of your code.
GIFT & WEDDING REGISTRY
How do I set up a gift/wedding list?
If you are holding a special event such as a wedding or anniversary, you can set up a gift list at Summerill & Bishop so that friends and family can buy you a gift to mark the occasion.
By setting up a gift list you’ll receive exactly what you like without any duplications, it is a free service and gifts can be bought online, by telephone or at our shop.
Following a visit to our shop, we can expertly guide you through our product range and craft a list that is suitable for your personal style of cooking and entertaining. If you are unable to visit the shop we are happy to guide you over the telephone or email.
We can also set up your gift/wedding list directly online without you visiting the shop. This is particularly useful for those who do not live in London.
If you are interested in setting up a gift list please contact us by telephone: +44 (0) 20 7229 1337/ 020 7221 4566 or email: giftlist@summerillandbishop.com so that we can guide you through our process of setting up your list.
How do I buy a gift from a wedding/gift list?
From the Summerill & Bishop homepage go to the Wedding & Gift List banner and click on the link: “Buy a Gift from an existing gift list here.” For a detailed guide on how to buy a gift from a list click here.
By setting up a gift list you’ll receive exactly what you like without any duplications, it is a free service and gifts can be bought online, by telephone or at our shop.
Following a visit to our shop, we can expertly guide you through our product range and craft a list that is suitable for your personal style of cooking and entertaining. If you are unable to visit the shop we are happy to guide you over the telephone or email.
We can also set up your gift/wedding list directly online without you visiting the shop. This is particularly useful for those who do not live in London.
If you are interested in setting up a gift list please contact us by telephone: +44 (0) 20 7229 1337/ 020 7221 4566 or email: giftlist@summerillandbishop.com so that we can guide you through our process of setting up your list.
How do I buy a gift from a wedding/gift list?
From the Summerill & Bishop homepage go to the Wedding & Gift List banner and click on the link: “Buy a Gift from an existing gift list here.” For a detailed guide on how to buy a gift from a list click here.
