FAQs

A. Yes. The site is encrypted so only we have access to any information you enter. We only store information required to process your order. We use Sagepay to process card payments, through a screen embedded in our site, so we do not handle or store any card details. Sagepay maintain the highest possible level of security and PCI (Payment Card Industry) compliance.

A. No. We are strongly against passing personal information to third parties and will never do it (unless required to do so by law).

A. When you enter your card details, we are given a ‘pre-authorisation’ by your card issuer. This confirms that there is sufficient money available to make the purchase, and reserves that amount on your account, but does not actually debit your card. If you decide to cancel the order before it is despatched we will void the ‘pre-authorisation’ but it can take up to 24 hours for the transaction to be removed from your account. We only debit your card when we despatch your order.

A. Some of the most common reasons for payment to be declined are:

• Your card details were entered incorrectly.
• Your billing address did not exactly match that registered with your payment card company.
• There are insufficient funds available.
• As part of anti-fraud measures.

If you have entered all your details correctly and the payment is still declined, we recommend you call your card issuer for advice.

A. Credit card fraud is a big and growing problem and we are unable to perform full security checks on cards which are registered outside of the UK, so unfortunately we can only accept payments made with UK registered cards. We can accept payment by bank transfer, but if the account is in a foreign currency our bank will add a surcharge. Please contact us for more information.

A. Sometimes there is no substitute for going into a shop and talking to the experts, particularly when you are considering an expensive purchase. The UK has the best cook shops in the world, in our opinion, and they will always give you honest and knowledgeable advice. We urge you to support them and not just use them for price comparisons, and we have attached a list of stockists who carry a wide range of Dexam branded merchandise to help you.

A. It’s a very personal choice, but it’s also to do with what your primary method of cooking is. If you are frequently making slow-cooked stews, then you can do no better than buying a cast-iron casserole. If you do most of your cooking on the stove-top, like vegetables or pasta, then a stainless steel saucepan is ideal. If you like tray bakes and gratin dauphinois, then you should look no further than ceramic over-to-tableware. The truth is that all well-equipped kitchens have a mix of materials and sizes, and often you can’t beat an old favourite.

A. As with cookware, this is a personal choice, but even more so. It is about balance, shape, weight and feel, quite apart from function and sharpness. If you are adding to a collection that you already know, you would be safe to make the decision without handling the product. If you are trying a new knife, we strongly recommend that you go to your local specialist cook shop, and buy from them under their guidance and advice. A good knife, well cared for, will make food preparation a pleasure, and will last a lifetime.

A. In our blog, we recommend the best ways to prepare, season and care for your wok after every use.