Frequently Asked Questions

Who are 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. The year 2015 brought a new interactive marketing campaign for the first time since the 1970s and featured advertising on mainstream TV.

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 make an 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 also will allow you to view your order history and order status.

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 will be able to amend it for you.

I want to cancel my order, how do 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 will 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 can 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. 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.

Payments

What payment methods do you accept?

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

How will I be refunded?

View our returns & refunds policy here. Your refund will be charged back to the credit or debit card that you paid on.

Delivery

What are your delivery rates?

If you spend over £40 you will receive free delivery, for orders less than £40, a charge of £3.95 (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 know that you will not be available to take delivery of your order at time of checkout, you can write delivery instructions in the 'Leave Comment' box during checkout such as leave in porch or with a neighbour.

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.

Returns & Refunds

How to I return an item?

Please visit our returns page for further information.

Other Questions

Why aren’t all items available to buy online?

We currently only sell gift boxed cutlery and knives although we may look into selling loose cutlery in the future.

How do I find a Viners stockist?

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

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

You can register for a trade account at www.rayware-trade.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 Zoe Jones at zoej@rayware.co.uk or Sarah Hinchliffe sarah@thelennyagency.co.uk