Frequently asked questions
What are the benefits of creating an account?
- Discover the Benefits of My Account and Why You Should Join!
- Enjoy Easy Checkout
- Save your information for quick and effortless ordering in the future
- Track and access your order history
- Easily view and monitor your orders online
- Simplify reordering and checkout process
- Save and Share Your Favorites
- Gain eligibility for exclusive offers available only to registered customers
Shipping Methods
Contiguous United States
- FREE - Standard (5-7 business days) over $79
- $6.99 - Standard (5-7 business days) under $79
Alaska / Hawaii
- $14.99 - Standard (5-7 business days)
US Territories / APO / FPO
- $14.99
For U.S. Shipments Only
If your order contains multiple items, they might be shipped from different locations, resulting in varied shipping times and potential arrival on different days. Rest assured, you won't incur any additional charges if your items are shipped separately.
For more detailed shipping information, please view your order details or shipping confirmation email(s).
How long will my order take to ship?
Once your order leaves our warehouse, you will receive an email containing your order information and another containing your tracking number once available. Please note that, due to high demand, it may take up to 5 days for tracking information to become available. Orders placed on Friday afternoon, over the weekend, or on holidays, will be processed on the following business day. Deliveries are made from Monday to Friday, excluding holidays. For 5-7 business-day delivery, the United States Postal Service (USPS) is often responsible for the final delivery. As soon as we receive credit card authorization and verification, we promptly package and ship your order in accordance with the timelines above. Based on our warehouse location and your shipping address, we select the most efficient shipping carrier for your order. USPS, FedEx, DHL, and UPS are our preferred carriers for order deliveries, and we reserve the right to choose the carrier that best suits your shipping address.
What payment options do you offer?
We offer various payment options for your online order, including:
- American Express
- MasterCard
- Visa
- Discover
- PayPal
- Klarna
- Apple Pay
- Google Pay
When choosing the credit card payment option, please provide the correct billing address associated with the card you're using for your purchase. This ensures smooth processing of your order.
Please note that while we accept gift cards issued by American Express, Discover, MasterCard, and Visa, we kindly ask you to keep the card until you're certain that the order won't be returned. Refunds can only be issued to the original form of payment.
Do you offer promotional codes?
Occasionally, Henckels offers code-based promotions (“promo code”) that can be redeemed online. These promotions, including discounts and free shipping, will be communicated through the website, emails, and direct marketing channels.
To redeem a code-based promotion, follow these steps:
- In the Shopping Cart>Order Summary page, enter your promo code in the designated space labeled "promo code"
- Click the "Apply" button on the right side of the page.
- The prices of eligible items will be reduced by the amount of the promotion, and the updated total will be reflected in your Order Summary.
Please note the following restrictions:
- To qualify for a specific promotion, your order must be placed during the specified promotional period.
- Promotions cannot be applied to previous purchases.
- Some promotional offers may not be combined with other offers. See individual promotion details.
- Your order may need to meet a certain dollar amount to qualify; shipping and taxes are not applicable to the qualifying amount.
Once the promotion is applied to your order, the prices and shipping charges (if applicable) will be adjusted accordingly, with the discount reflected in your order subtotal. Please remember:
- Only one promotional code may be used per order.
- Offers are typically valid for one-time use unless otherwise specified.
- Free shipping offers apply to standard shipping for orders placed at henckels.com, subject to a specified minimum purchase. Standard shipping is not available in AK, HI.
- The offer may only apply to certain price points or select products.
- Offers may not be valid at ZWILLING Outlet Stores.
- No adjustments will be made to existing orders, and promotions cannot be applied to returned merchandise.
What do I do if my payment gets declined?
If you receive an email detailing that your payment method was declined, you will need to repeat the purchase with new or corrected payment information to place the order. If the payment information was correct, you may need to contact your card issuer to determine the cause of the decline before replacing the order.
Why did my payment get declined?
To ensure the utmost security, we partner with a trusted third-party company to verify all online payments. If your order is declined, it may be due to various reasons beyond our control. Please ensure that your billing and shipping address matches exactly as it appears on your credit card or banking statement and that the card details were entered as they appear.
For internationally issued credit cards, we kindly request that you notify your credit card issuer in advance if you plan to place an order within the United States. Occasionally, certain credit cards may not be authorized for purchases outside their country of issue.
If you encounter difficulties in completing your order, we recommend trying PayPal as an alternative payment method. We gladly accept PayPal orders as they are processed through a verified source. For more information on PayPal, please visit www.paypal.com.
How do I request a refund or exchange?
If your item was received damaged or defective, please contact our Customer Support team to receive a replacement or open up a warranty request ticket.
If you wish to return your item and receive a refund, we gladly accept returns for unused merchandise within 60 days or order delivery. To initiate a return, please visit our returns portal to begin the process and receive a label. Returns sent without an approved Return Authorization will not be accepted and shipping costs will not be refunded. Damaged or used items will be rejected on receipt and will not qualify for a refund.
Refunds will be issued to the original payment method.
To view our full return policy and how to process a return navigate to: henckels.com/support-center
When can I expect to receive my refund?
Approved refunds will be issued once returned merchandise is received at our warehouse and checked-in by the team. If the return is in acceptable condition, a refund will be issued to the original payment method. While we try to process returns as swiftly as possible, please allow up to 14 days for this to reflect on your account from the date or return receipt to buffer for a backlog or returns processing during peak periods.
How do I cancel an existing order?
Once your order has been placed, rest assured that we begin processing it promptly to ensure swift delivery. As a result, once your order has been authorized and processed, we regret to inform you that we are unable to accommodate any modifications or cancellations.
If your order has been canceled by us due to an inability to fulfill the order, please note that there might be a temporary charge on your account. Rest assured that once your order is canceled, a refund will be immediately issued back to the original payment method. However, Iit may take up to 3-5 business days for the refund to be processed and reflected in your account.
What can I do if I discover a fake online shop or counterfeit goods?
The protection of our brands and intellectual property rights is very important to us and all companies of the ZWILLING group. We are also committed to protect our consumers against counterfeits. In case you have discovered a fake or fraudulent online shop or you have found a suspicious listing or potential counterfeit on a marketplace please report to the following address and our IP department will take care of it: https://corsearch.com/report-a-fake/report-a-fake-henckels/.
