FAQs
Website FAQ's
Q. When will an 'Out of Stock' item be back in stock?
A. These items may still be purchased and will be dispatched as soon as the stock has been replenished. However, we would always recommend contacting the Sales team first on 01694 771800 and we can advise you on the estimated lead times. All other contact us methods can be found here contact us
Q. Can I collect?
A. If collection is more suitable for you, then we are happy to arrange this from our head office in Shropshire. Please contact us and we can process your order over the phone and arrange a time that suits you best.
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. Can I have more information about products before I purchase?
A. Please call our head office on 01694 771800 or email us at support@kadai.com, where we will be delighted to answer any queries you may have.
Q. Where are your products from?
The majority of our products are sourced directly from India.
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?
A. 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 > https://www.kadai.co.uk/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. Please see first Q&A for more info.
Q. Do you ship Internationally?
A. For an international shipping quote, please order through the website.
- Add the items you wish to purchase to your basket (this is important as we will need to know the correct measurements for an accurate quote)
- Continue to delivery adding the full oversees delivery address.
- Then place the order - you will not be charged for an oversees delivery address, as it is automatically sent to us as a requested quote. Please allow up to 5 working days for us to respond to your query.
- Any applicable duty and local taxes will not be included in the quote and will be the customer's responsibility on receipt.