Kilner® Frequently Asked QuestionsKilner® Frequently Asked Questions

Who is Viners?

Viners has a long and illustrious history as a family of silversmiths in the UK since the late 19th century. Establishing their first manufacturing business in 1908 in Sheffield, specialising in plated hollowware, they were the only one of the first businesses to introduce new cutting edge production techniques.

After the First World War, Viners diversified into cutlery production. They became leading cutlers within the marketplace during this time. Viners were the first cutlers to begin real marketing with specifically designed packaging and advertising campaigns that led to Viners being the most recognised cutlery brand within the UK.

In 2014, The Rayware Group acquired the Viners brand and launched a range of high fashion collections, drawing on the brand’s rich heritage within innovative cutlery design. 

Viners today is focused on building the brand and we are excited to have launched our new ecommerce website where customers can browse and buy the full Viners range as well as access a wealth of information including the ever important question of ‘How to set a table’.

To find out more about the history of Viners, click here.

Orders

Do I need to set up an account to order?

You do not have to set up an account to place an order; you may checkout as a guest.

We do however recommend setting up an account as it will enable you to checkout quicker if you place a second order and will also allow you to view your order history and order status.

Is there a minimum order?

Yes, our site has a minimum order of £10.

I have ordered the wrong item, what can I do?

Please contact our sales team at sales@rayware.co.uk or call 0151 486 1888 and if your order hasn’t yet been dispatched we may be able to amend it for you.

I want to cancel my order, how can I do this?

Please contact our sales team at sales@rayware.co.uk or call 0151 486 1888 and if your order hasn’t yet been dispatched we may be able to cancel it for you.

How do I check the status of my order?

If you have set up an account you can login and view your orders which will include the order status. Once we have dispatched your order you will receive an email notification along with the tracking number.

How do I track my order?

Once you have placed your order you will receive an order confirmation which includes details of the items ordered and your order number.

The next email that you receive will be from DPD, our courier service, this will include the tracking number and expected delivery date of your goods. You can use this tracking number to keep an eye on your parcel and to change the date of delivery on the DPD website. A third email will be sent by DPD on the morning of the expected delivery date confirming an estimated one hour delivery window.

If you are unable to sign for the delivery during the one hour delivery window that you have been given then you can change the delivery date on the DPD website using the tracking number for your order.

An item turned up broken/faulty, what do I do?

Here at Viners we try our best to ensure our products reach you in perfect condition. If products have turned up broken or faulty, you must contact our claims team within 48 hours of receipt by email at claims@rayware.co.uk or call us on 0151 486 1888. We will then be able to either refund you the price of the product or send you out a replacement free of charge. Please visit our Returns Page for more information.

Please note, you must provide photographic evidence of fault or breakage.

Payments

What payment methods do you accept?

We accept the following: Visa, Visa Debit and Mastercard.

How will I be refunded?

Your refund will be charged back to the credit or debit card that you paid on. To find out more about refunds, view our Returns and Refunds Page here. 

Delivery

What are your delivery charges?

If you spend over £40 you will receive free delivery, for orders less than £40, a charge of £4.50 (for mainland UK postcodes) or £6.95 (for Northern Ireland, Channel Islands, Isle of Man, Scottish Highlands and Islands and Scilly Isles) will be added to your order upon checkout.

How long will it take for my order to be delivered?

We currently only offer a standard delivery service and your order will be delivered within 5 working days. If you live in a Northern Ireland, highland, island or rural postcode, although we will try our best to deliver within 5 working days, sometimes delivery may take a little longer. Our carrier will contact you after you place your order to arrange delivery.

I will not be available to sign for my parcel on the delivery date given, what can I do?

If you have received your one hour delivery window from DPD and need to change the delivery date, you will need to visit the DPD website using the tracking number for your order. You can also instruct DPD to leave the parcel with a neighbour as long as they are over the age of 18. You also have the option to pick the parcel up at a DPD pickup shop - available once DPD email you with delivery details.

Returns and Refunds

How do I return an item?

If you have changed your mind and would like to return your item(s), please visit our Returns Page for information on how to do so.

Other Questions

How do I find a Viners stockist?

To view our online stockists, please visit our stockists page.

I have a business and want to buy Viners products, can I buy in bulk?

If you have a business you can register for a trade account at www.rayware.co.uk and within 24 hours your account will be set up. You can then buy from us in bulk.

I have a suggestion for the website, who do I contact?

We love to hear your feedback and welcome suggestions for our website, please contact customerservice@rayware.co.uk

Who do I contact for Press Enquiries?

For press & media enquiries please contact Diana Halim at dianah@rayware.co.uk or Sarah Hinchliffe at sarah@unifyprm.co.uk