To save you time so you don't get stuck in our phone queue, we have put together our FAQs for this current climate. Thank you for your patience.
Covid-10 Update September 29th 2020.
Q. When will I receive my order?
A. We are currently extending our delivery times to help stagger workload for our warehouse and logistics colleagues. We aim for orders to be delivered within 5 - 10 working days. Unfortunately, our service does not provide live tracking or delivery slots - however, you can leave us with ‘safe place’ instructions. We apologise for any inconvenience, but we want to make sure we are being as safe as possible for both our customers and staff. We appreciate your patience and continued support.
Q. What is a safe place?
A. A ‘safe place’ is a designated place where couriers can pick-up or drop-off your parcels, securely, without you being there in person. Typical examples include sheds, greenhouses or porches. You can provide these details on the delivery instructions part of your order.
Q. How will I know when my order has been dispatched?
A. You will receive a dispatch confirmation email once your order has been shipped.
Q. What if I received a faulty product from my local stockist?
A. You need to return the faulty item from the original place you purchased it. Kadai cannot refund or replace items that you purchased from one of our stockist outlets.
Q. Is there a Stockist near me?
A. You can find your local stockist on our ‘find a stockist’ map linked here > www.kadai.co.uk/stockists/
Q. What is the difference between a Wilstone and Tula?
A. The Tula is sold without a grill and was created with a simple firepit in mind. It is also only sold on the Low Stand, unlike the Wilstone, which is available on both stands.
Q. Do I qualify for/ can I get a replacement bowl?
A. Kadai provides a 1 year bowl warranty at point of purchase. This can be extended to 5 years by filling in the online form here. Over time your Kadai will take on a natural oxidised finish, this is part of the character of the bowl. If you have a problem with your Kadai, always refer to your point of purchase.
Q. What are Kadai Beads?
Kadai Beads are placed in the bottom of your Kadai bowl as a lining before adding fuel. Using Kadai Beads will lengthen the life in your bowl. Furthermore, they will insulate decking or patio from the heat whilst also storing the heat for a prolonged cooking time. They are easily cleaned with water and are available to purchase online if a top up is needed.
Q. I have a query on care for my product
A. We have a dedicated page on our website for Care & Use. You will find our advice on the majority of our products here > www.kadai.co.uk/instructions-for-care-and-use/
Q. I can’t find it on your website/it is out of stock.
A. If you can't find a product on the website then that means we no longer sell the item. If an item is out of stock then you are able to order your item for future delivery.
Q. Do you ship Internationally?
A. For an international shipping quote, please order through the website.