Frequently Asked Questions

Questions about orders & invoices

Questions about products & assortment

I want to return an item. How do I do that?

Our top priority is that you find the right product with us and enjoy it for a long time. If you are unsure, e.g. which pan is right for you, or whether our CO2 beer cartridges fit your draft system, we are happy to advise you on our extensive range. We want to avoid unnecessary returns!

If you ultimately don't like the product after all, or you want to return it for any other reason, we will of course take back the delivered goods within the two-week cancellation period. Please contact us with your order number and the items you would like to return. You can use the model cancellation form and add your details. You can also send the unused items directly back to our warehouse, but please be sure to include your cancellation notice as well as a copy of your invoice.

Either you can have the shipment franked at your nearest post office, or we can provide you with a paid DHL return label. Depending on the item’s weight and size, there may be cheaper return options. If you paid for your order using your PayPal account, PayPal’s service may also be an option for you: PayPal reimburses the return shipping costs; you can find more information here.

Besides the environmental impact (increased CO2 emissions from return transport, packaging waste, etc.), every return means additional effort (processing costs, cancellation costs, postage and packaging costs, etc.), so we cannot provide you with a free return label. We strive to keep our prices low and have therefore decided not to factor in this additional cost item. We are a small company and do not have the capacities of US giants like Amazon & Co. Personal advice is very important to us in order to avoid returns in advance. Our approach is of course in line with current legislation, as the implementation of the EU Consumer Rights Directive decided that customers should bear the costs of returns themselves from June 2014 if they make use of the right of withdrawal.

I received a delivery with defective or incorrect goods. What happens next?

Our entire team is working flat out to ensure that your order arrives perfectly, quickly, and safely. But we are only human and make mistakes too. Please don’t worry — we will do our best to resolve the issue. Please contact our customer service with your order number and, if possible, also with a photo of the goods you received. Thank you for your understanding and your help!

How does return shipping cost reimbursement via PayPal work?

If you pay for your order via PayPal, PayPal’s free returns service may be of interest to you. To use this service, you must activate “Free Returns” for your PayPal account. You can then apply to PayPal for reimbursement of the return shipping costs you paid. You can read all terms and conditions for this PayPal service here. We have summarized the most important points below as a small aid. Before you consider using the PayPal service described, please be sure to read the exact terms and conditions of use.

Your purchase must be paid with your PayPal account.
Within 30 days after returning the item, the application for reimbursement of the return shipping costs must be submitted.
There is an upper limit: PayPal reimburses a maximum of €25 in return shipping costs per claim.
For the claim you need receipts/proof of the return shipping costs you paid.
You can submit a claim for reimbursement of return shipping costs up to 12 times per year per PayPal account.

I need a proper invoice for my records showing VAT. How do I get the invoice?

We automatically send you the invoice for your order in PDF format by email. The email is sent as soon as the goods leave our shipping warehouse. If you specify a different delivery address, we include a delivery note without prices in the shipment; otherwise, we include an invoice.

Is a VAT refund possible when exporting to a non-EU country, e.g. Switzerland?

In general, a subsequent refund of VAT is possible when exporting the goods to a non-EU country if

the buyer is resident in the non-EU territory (when placing your order, you must use your home address as the billing address — exactly as stated in your passport),
the goods reach the non-EU territory within three months of purchase, and
the total value of the delivery including VAT exceeds 50 euros.

Please complete Annex 2 to the "Information sheet on VAT exemption for export deliveries in non-commercial travel" (the last 2 pages) and have the invoice as well as the form (annex to the information sheet from B 13) stamped by customs at export. Please send us the stamped documents in the original by post to (please remember to make a copy for your records beforehand)

ILGGRO GmbH
An der Reichelbleiche 1
09224 Chemnitz
Germany

Once we receive the paperwork, we will refund the VAT via the original payment method and inform you again by email. Further information can be found here.

I have a problem with my cream dispenser. It seems to be leaking?

This can have several causes. Try the following:

The nozzle should always be removed before you put the device back in the refrigerator. If the device is put back with the nozzle attached, remove the nozzle and put a few drops of water into the recess where the nozzle sits, then briefly turn it upside down. Residual cream can clump and prevents the valve from returning to the center and sealing again.
It may also be that granulated sugar was used. This does not dissolve properly and crystals get into the valve seal. In such a case, first soak the head in warm water. Then fill the device with water and discharge one cartridge. Afterwards, empty the device and check whether this has solved the problem.

I'm looking for a new non-stick pan. Which coating do you recommend?

There are various types of coatings on the market. These are constantly being developed further, because demand for non-stick and non-adhesive pans is still high. We want to be honest with you: at BetterKitchen, we are not fans of coated pans & pots. Every coating has a limited lifespan; however, a high-quality stainless-steel pan or cast-iron frying pan will accompany you for a lifetime. And with the right technique, it will serve you better — it just takes a bit of practice. The best pan is still the Proline by Demeyere.

If you use a coated pan, please pay particular attention to not overheating it. If you have an induction cooktop, we recommend ControlInduc pans (ControlInduc protects your Duraslide Ultra coating in 3 layers against overheating).

The right frying temperature:
• Every pan coating breaks down — regardless of age or brand — if it is overheated. Because pans are often used with little liquid or fat — unlike a pot, which can absorb heat completely via the water content — there is a high risk of overheating the pan and thus damaging the coating. The pan can still be used, but it will only partially, or no longer at all, provide its non-stick performance. Please also read and follow the enclosed instructions for your pan.
• Our tip for finding the right temperature on your stove: Fill the pan with enough water so it cannot overheat. Turn the stove to the highest setting until it boils, then reduce the setting step by step until it is only simmering. That is the highest setting for your coated pan without causing damage

I'm looking for the right storage for flour, pasta, etc. Which food storage container is suitable for which foods?

If you already have Lock & Lock containers at home, you know the advantages and will be happy to use this system again and again. We offer a wide range of Lock & Lock storage boxes in our shop and also carry many of our own sets (e.g. sets with identical lids which we especially recommend to newcomers and to anyone who is tired of constantly searching for the right lid). You can find all Lock & Lock storage boxes in the category Storage & Cleaning and under Lock & Lock food storage containers. Using the filter function on the left, you can narrow down the selection by e.g. category, dimensions (length, width, height are external dimensions incl. lid), volume, color, material, etc., to display the full range according to your wishes and needs.

We often get questions about whether the containers are moth-proof and which container fits e.g. 1 kg of flour or pasta. All Lock & Lock containers are water- and airtight thanks to the click-lock system and are therefore also safe from moths.

Whether you use an individual Lock & Lock box for each individual pack of flour, cocoa, or oats, or store your foods in one or more larger boxes depends on your personal preference and on what is most space-saving in your kitchen or pantry. If you want to store each food loose in a suitable container, it is of course very helpful to know whether the 1 kg bag of flour will also fit into the container.

Online you can find many forums or product descriptions such as "fits for pasta" or "works well for flour". But often these statements don't deliver what they promise. We would therefore recommend a different approach: Simply test it yourself — by determining the bulk density (kilograms per liter). On the internet you can find volume-to-weight converters that help you figure out what volume a 1 kg / 500 g package has. The volume stated for Lock & Lock is up to the rim (a 1 L container holds exactly 1 L when filled to the top) — so we recommend adding 100–200 ml (depending on the food) so there is still some room.

For example, for flour, a rule of thumb used in many recipes is: 200 ml corresponds to about 125 g flour. So 1 kg of flour corresponds to about (0.2 L * 1 kg) / 0.125 kg = 1.6 L. We would therefore recommend a box with a volume of 1.8 L for 1 kg of flour. Depending on which flour you use (rye flour, wheat flour, wholegrain flour, rice flour), the bulk density differs from the above rule of thumb. So just test at home with a measuring cup and a scale — then you can be sure it fits in the end.
Especially with pasta, the deviations depend heavily on the shape of the pasta. You simply cannot recommend a general box that fits all pasta types. For fusilli, for example, we got about 350 g of pasta into a 1 L measuring cup. That means for a 500 g package, a volume of at least (1 L * 0.5 kg) / 0.35 kg = 1.43 L is needed, plus some room. So choose a box with 1.5 L volume or, better, one with a volume of 1.8 L.
For oats, it also depends on which type you use. We tested it and found a ratio of 100 g per cup (240 ml). So for a 500 g package, we would recommend at least a volume of (0.240 L * 0.5 kg) / 0.1 kg = 1.2 L — plus some room — either a box with 1.3 L or rather a 1.4 L container.
Another example is desiccated coconut. We were able to fill 75 g into a 240 ml cup. A 100 g bag therefore has a volume of (0.24 L * 0.1 kg) / 0.075 kg = 0.320 L. With a bit of additional room, for example a 380 ml box or a 450 ml box would be suitable.

In the end, it comes down to your personal preference and the conditions in your home. You can also sort our boxes by height, by the way — and always allow a bit of buffer so it doesn't get too tight. We hope this information helps you. Feel free to contact our customer service if you still have questions or suggestions.

Where can I find information about product warranties?

Your rights as a consumer under the statutory warranty are not affected or restricted by the warranty information. The warranty is an additional voluntary service provided by the manufacturer and usually relates to the functionality of certain parts (or the entire device) over a certain period of time. If you have any questions about this, or if you bought a product from us that may be covered by the manufacturer's warranty, please contact us — we will be happy to help you with the process.

Demeyere provides a warranty of up to 30 years for normal use, and up to 10 years for professional use. Depending on the product, the duration varies; for example, coatings or coated products are covered by a shortened warranty period of 2 or 5 years in normal use. Stainless-steel products are covered by the full 30-year warranty. You can read the exact warranty terms on the manufacturer’s website.

I need a new cartridge holder for my cream dispenser. Which cartridge holder do I need?

In principle, there are only a few different types of cream dispensers and matching cartridge holders.

Devices with an external thread on top of the head: For these you need a cartridge holder with an internal thread. This fits many older iSi devices such as the Dessert Whip Fantasy.
Devices with an internal thread on top of the head: For these you need a cartridge holder with an external thread. This fits the Easy Whip and the new Dessert Whip head.
For stainless-steel devices with a metal head you need a metal cartridge holder. This fits e.g. the Gourmet Whip

If you are not sure, just contact us — we are happy to help! Ideally, send us a photo of your device right away, where the head is clearly visible in particular.