1300 CUCINA

Mon to Fri9am - 5pm

 

FAQ

To swiftly navigate this Policy you may wish to use the quick links to the left

 

Orders

 

 

How do I place an order?

Shopping at Grand Cucina is as easy as whipping yourself up a deliciously simple omelette for breakfast! 

If you know what you are looking for, select from the Bakeware, Knives, Cookware, Cutlery, Dinnerware, Drinkware, Kitchenware and Serveware menus. You can also shop by browsing our editorial features or by directly by brand. You can also search for products using the ‘SEARCH THE SITE’ function at the top right of the page. 

  • Once you have found an item, select the quantity and, if options are offered, your choice of colour/finish and size and click on the 'ADD TO BASKET' button next to each item.
  • Review the items in your shopping bag by clicking the 'YOUR BASKET' link at the top right of the page. You can use the 'REMOVE’ link to delete items from your shopping bag.
  • Click on 'PROCEED TO CHECKOUT' to complete your order. 

Back to top

 

 

Ordering over the phone

If you would prefer not to complete your purchase online, you can order by phone by calling our Customer Care team on 1300 CUCINA. For callers outside Australia, please call (+61) 2 8003 4405. Our Customer Care hours are Monday to Friday 9am-7pm Australian Eastern Standard Time (AEST). 

 

When and how will I be notified that my order has been accepted?

Once you have placed your order you will receive an email confirming the details of your order. This email is automatically generated when your order has been successfully placed in our system. It is not acceptance of your order, just a confirmation that we have received it. Unless you cancel your order, acceptance of your order will be completed when we email you to confirm the goods have been dispatched from our distribution centre. If you do not receive an email confirming the details of your order, it is likely a connection was lost and your order was not placed in our system. If you are unsure,

 

 

How can I check the status of my order?

You should have received an email confirmation upon the placement of your order and containing your Order Number. If you have your Order Number on hand, the quickest way to check the status of your order and obtain tracking information is by using one of the two online options listed below. For further assistance you can always

 

 

Unregistered Users

          • To check your order status online immediately using your order number.
          • Click on the 'ORDER STATUS' link in the upper right corner of the page or click here.
          • Enter your order number and customer number, then Submit.
          • To view package tracking information (if available), click the 'TRACK IT' button under shipping information. 

 

Registered Users

As a registered user, you can simply login to your account and you will have access to look up your orders without entering your customer number and order number for each one. To do so, please follow the directions below:

                              • Click on the 'MY ACCOUNT' link in the upper right corner of the page.
                              • Enter your registered email address or Customer Number and Password to access your Account.
                              • From the My Account page, click the ‘ORDER HISTORY’ link.
                              • Your previously placed orders will be listed, along with their current status.
                              • To view the order in detail, click on the ‘VIEW ORDER’ link.
                              • To view package tracking information (if available), click the ‘TRACK IT’ button under shipping information.

Back to top

 

 

Can I cancel or change my order?

Grand Cucina make every effort to ship your order as soon as possible, usually within two working days of placement. As such, we currently cannot guarantee that we will be able to cancel your order. We recommend that all customers wishing to cancel an order do so within one hour of original order placement during our normal business hours. If your order has not been cancelled within this timeframe, there is a good chance that your order could already be on its way to you.

To cancel your order, please call us on 1300 CUCINA. For callers outside Australia, please call (+61) 2 8003 4405 . Our Customer Care hours are Monday to Thursday 8am-6pm, Friday 8am-5pm AEST.

If we were unable to cancel your order, you may return it for a full refund of the purchase price. Shipping charges are not refundable. Simply follow the steps for returning the item located on the back of your package slip or click here. 

 

 

Can I add new items to an existing order?

So you love your shopping as much as you do your cooking, huh? So do we. Here is the challenge with adding new items to your existing order: at Grand Cucina we make every effort to ship your order as soon as possible, usually within two working days of placement, and as such we cannot guarantee that we will be able to add additional items to your order, but we will certainly try.

To check if it is possible to add items to your order, please call us on 1300 CUCINA. For callers outside Australia, please call (+61) 2 8003 4405. Our Customer Care hours are Monday to Thursday 8am-6pm, Friday 8am-5pm AEST.

 

 

The item I wished to buy has since sold out. Can I place a backorder?

Many of the products you will find on Grand Cucina have been sourced from Europe and around the world. Supply can be limited at times and replenishment depends on our suppliers. We recommend that you sign-up to be notified by email should the item come back into stock. You can do this by [insert instructions on registering for notification of an out of stock item being returned to stock].

 

 

I have still not received my order, what next?

Please note that we aim to dispatch all orders within TWO business days of receiving them and shipping times are estimated at between THREE and SEVEN business days depending on your location within Australia.

We want to unite you with your order as soon as possible, so let’s confirm you have received the following:

Order Confirmation Email. You should have received this automatically after placing your order. It will contain confirmation of the details of your order.

Confirmation of Dispatch. This email notification is to advise you that your order has been packed and dispatched from our distribution centre in Sydney, Australia. We aim to dispatch orders within 48 hours of you placing them.

Okay, and have you tried checking the status of your order online here at grandcucina.com? (Simply sign-in to your account [insert instructions on using online order tracking functionality as well as links].)

If it has been more than 7 business days since you placed your order, please contact Customer Care on 1300 CUCINA or To help us track your order faster, please have your order number on hand. You can locate this on your Order Confirmation Email or when you sign-in to ‘MY ACCOUNT’ under ‘MY ORDERS’.

 

 

Can I place an order if I live outside Australia?

Currently Grand Cucina ships goods Australia wide only. For the meantime, international customers can contact us on +61 2 8003 4405 to enquire about a special order.

 

 

Do I need to sign for my order?

We recommend that you sign for all deliveries of purchased goods for added security. However, we do offer a No Signature Delivery Service whereby you can nominate to have your purchase delivered and left at your specified address without the requirement of a signature.

Please note that if you decide to use this service (by selecting the tickbox option when placing your order), responsibility for your purchased goods passes to you upon dispatch from our distribution centre. Grand Cucina will not be liable for any missing or damaged goods thereafter.

Refer to our Terms of Use & Service for more information.

 

 

Is my package insured?

Grand Cucina insures each package

Back to top

 

Payment

 

 

What payment methods does Grand Cucina accept?

Grand Cucina accepts most major Credit and Debit Cards, including Visa, Mastercard, American Express.

If you still have questions about Ordering and Payment options, please or phone on 1300 CUCINA.

  

 

When is my credit card charged?

 Assuming your credit card is accepted by the online server, it will be charged upon receipt of your order confirmation email. If you don't recieve this email, please contact us on 1300 CUCINA as your order may have not been fully processed. 

 

 

Is my credit card information safe?

At Grand Cucina, your personal online security is important to us. We use the latest SSL encryption technology to store and safely transmit your personal and credit card information through our systems. All orders are processed through a secure checkout system provided by Westpac Ltd.Additionally, for your safety and protection, we will confirm that the billing address you provide matches the address on file with your credit card company.

You may also choose to securely store your credit card details with us. This means you will not have to enter them again during future purchases, making it quicker and simpler to shop at Grand Cucina. If you prefer, you may place your order by telephone with our Customer Care team on 1300 CUCINA.

Back to top

 

Shipping & Delivery

 

 

What are my shipping options?

Grand Cucina offers free delivery If the total of your order exceeds $99.

 

 

How are shipping charges calculated?

For orders below AUD$100 we charge a flat rate shipping fee of AUD$9.85 (inclusive of GST) per order

 

 

What is included in the $9.85 Flat-Rate Shipping?

We deliver products Australia-wide using Australia Post eParcel. An email will be sent to you when your order has been dispatched, providing you with a tracking ID so that you can monitor your delivery's progress. We recommend that you sign for all deliveries of purchased goods for added security.

 

 

Can I ship parts of my order to different addresses?

Unfortunately this is not currently available

 

 

Does Grand Cucina ship to international destinations?

As of currently, Grand Cucina only ships to Australian addresses, however there is plans to introduce International shipping in 2013.

 

 

Can I ship to a P.O. Box?

Sure can. Australia Post makes this possible.

 

Back to top

 

Start Shopping!