Frequently Asked Questions
Cole & Mason Warranty Info
DK Household Brands Corp. is confident that our products are manufactured to the highest quality and want to ensure our customers are satisfied. If we determine the damage/defect of your item is covered under warranty you may be issued a replacement or a coupon code for the value of your product as determined by DK Household Brands Corp. The warranty starts from the date of purchase/delivery not from the date of first use.
Is my mill covered by a guarantee?
Yes. Mills with a Precision mechanism have a lifetime guarantee on the mechanism. Mills with a non-precision mechanism have a 10-year guarantee on the mechanism.
How long is the manufacturers guarantee?
For mills, our manufacturer guarantee covers any other parts outside of the lifetime mechanism guarantee for 2 years from the date of purchase. On non-mill items, the manufacturers guarantee is 2 years on all parts.
Are the electrical parts of my electronic mill covered by any guarantee?
Yes. The battery cell unit (where the batteries are put) is covered for 2 years from the date of purchase.
What does the Cole & Mason Lifetime guarantee cover?
It covers the mechanism itself (which grinds the salt or pepper), the mill stem (that runs throughout the center of the mill from top to bottom) and the guide bar (that holds the stem in place). Please refer to our Guarantee page for more details.
How do I make a guarantee claim under the Cole & Mason Lifetime guarantee/manufacturer guarantee?
Please get in touch via our contact us page to start a guarantee claim.
Where are Cole & Mason products made?
All of our product design & development is based here in the UK. Our products are physically produced in China and we only work with very reputable manufacturing partners, who adhere to our very high quality standards.
Web Order Questions
How can I place an order with Cole & Mason?
Orders can only be placed online via our website. We do not have the ability to take orders by phone, email or mail order.
How long will it take me to get my order?
We aim to ship orders from our warehouse within 2 business days after you have completed your order. Some addresses not within mainland USA or in remote areas may take longer. Overall, please allow 3-5 days to receive your order from the date of your order confirmation.
*Please note: We do not ship to P.O. Box addresses. All shipping addresses must be a physical address.
What happens if my shipment shows delivered but I do not have it.
Please allow 24 hours from the date the package shows delivered before reporting the package as lost or stolen. Please check with all family members and neighbors to verify no one else has received the package on your behalf. If package has not been located after 24 hours, please contact us so that an investigation can be started and a replacement can be sent via “Signature Required.”
Do you deliver internationally?
We do not ship internationally. Please get in touch with one of our International brand representatives via our Distributor information page.
Product Questions
How do I change the grind setting of my mill?
If your mill has a knob, turn this counter-clockwise for a coarser setting or clockwise for a finer setting. The knob will either be located on the top of the mill, or on the base depending on which mill you have. To watch a video on how to change the grind setting of our mills, head to our YouTube channel here.
Can the mechanism on my mill be replaced?
No. Our mills are machine made and sold as a single unit. We do not offer replacement parts. Also, removal/replacement of your mills mechanism will result in voiding the warranty for your mill. Please contact our team for troubleshooting any issues you may experience with your mill.
Can I put salt in my pepper mill and vice versa?
This depends entirely on the mechanism. Salt can only be used in a mill that has a nylon or ceramic mechanism. Salt cannot be used in a carbon steel mechanism. Pepper can only be used in a mill that has a ceramic or carbon steel mechanism. Pepper cannot be used in a nylon mechanism. The only mills where salt and pepper can both be used are if they have a ceramic mechanism. To learn more about our mechanisms click here.
Can I put my mill in dishwasher?
No, Cole & Mason mills cannot be put in dishwashers.
What is the best way to clean my mills?
The best way to clean a mill is to use a damp (not wet), colorless cloth. After cleaning, dry the mill straight away - do not leave wet. The mechanisms should not be rinsed, submerged in water, placed on a wet surface or get wet in any way. Please do not use cleaning products on the mills, for example, anti-bacterial or kitchen spray.
Why has my mill gone rusty/moldy?
The primary reason why your mill would have rusted/produced mold, is water exposure. This includes putting the mill in the dishwasher, washing it in a sink, wiping with a damp cloth and not drying after. Incorrect storage, like leaving the mill in a damp place or leaving it outdoors could also cause rust or mold.
Why has the salt in my mill become discolored and is it harmful?
Your salt mill could have got discolored due to water exposure, food residue stuck at the base, storing in a damp place or leaving of an unclean surface.
We would advise that you do not eat the salt and dispose of any that may have come into contact with the discoloration. If the mechanism has discolored it cannot be washed and should not be used.
Why has my mill gone a greenish color and is it harmful for me to still eat the salt?
Your mill could have gone green due to a number of factors. Water exposure or food residue being stuck at the mill's base can lead to this. It's also important to avoid leaving your mill on a damp or unclean surface. We would advise you to not eat any salt from a mill in this state. If the mechanism is discolored, it cannot be washed and should not be used.
How do I remove the sticky residue from my mill tray?
If the barcode sticker has left residue on your mill tray, rub with a cloth and some olive oil to remove both the paper and the glue residue.
Can I use pink or red peppercorns in my mill?
No. Red and pink peppercorns come from a berry. They naturally have more liquid so we recommend not using these as it could corrode the mechanism. This also applies to our Kingsley spice mill.
Black and white peppercorns are recommended in our pepper mills. If you would like to use pink or red use a mill with a ceramic mechanism or use our pestle & mortar.
No latex is used in any of our mills. Rubberised paint is used on a few of our mills and stoppers are made are made from a material called silica, a form of natural rubber.
Where are Cole & Mason salt and peppercorns sourced from?
Our salt is currently sourced from Spain or Belgium and peppercorns are sourced from Vietnam.
How can I change the light in my mill?
It is not possible to replace the light in any electronic mills. All lightbulbs in mills are LED and have a long-life expectancy.
What types of salt can be used in Cole & Mason salt mills?
You can use sea salt, rock salt and Pink Himalayan rock salt in mills with a nylon mechanism however we would recommend using a mill with a ceramic mechanism for prolonged use. Rock salt is harder than sea salt and will wear down the mechanism quicker over time however this is less likely to happen with a ceramic mechanism.
What are the best before dates of the spices included in racks?
Herb and spice sell by dates are displayed on the bottom of the box, if you no longer have this we recommend a best before date of two years from the date of purchase.
Why can't I remove the shaker top or screw knob from my combi mill?
If the silver screw knob or shaker top appears to be stuck on the mill and you are unable to remove it, then corrosion may have taken place between the two metal parts. To avoid this happening or with a new mill, always remove the salt section of a Combi Mill when refilling. Filling it while it is still in position is when salt becomes trapped in the threaded part of the shaft and causes the corrosion. To refill, always remove the salt section and fill with ready ground table salt. Apply a small amount of cooking oil (eg. olive or vegetable oil) to the thread of the shaft. Replace the salt section and shaker top and screw knob.
My salt mill appears to be 'clogged up', what should I do?
Firstly, ensure that the salt you use in your mill is perfectly dry and free flowing and always keep your refill container in a dry place. Adding a few grains of rice to the salt in the mill helps to absorb any latent moisture in the salt. The rice will be ground up with the salt and will not be noticeable in your food.
Why do my mills leak salt or pepper after grinding?
Finely ground particles of salt or pepper will be produced inside a mill during the grinding process. These particles will fall to the bottom of the mill and may come out as a fine ‘dust’ once you have finished grinding. Always shake your mills after grinding to remove excess grounds, which also helps keep the grinders free for the next time you use the mill.
Are chemicals used on the beech wood mills?
Our beech wood mills are not made with any preservatives.
Is aluminum used in any of your mills?
Yes, aluminium is used in all our mills.
Is it safe to use a brush or scouring pad on the Pestle & Mortar?
Yes, it is safe to use both items to clean our pestle & mortars.
Are the granite pestle & mortars dishwasher safe?
No, our granite pestle & mortars are not dishwasher safe. The best way to clean is under running water with a brush or sponge.
Why does my pestle & mortar produce dust?
When the pestle and mortar meet without any ingredients, natural dust from the granite is produced. Wash thoroughly with water and your pestle & mortar will be safe to use. We also advise cleaning your new pestle & mortar before its first use.
ORDER PROCESSING
Processing Timeframes
- Most orders are processed Monday through Friday 9:00am - 5:00pm EST
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Once an order has been submitted we are unable to cancel the order. You may refuse the delivery or ship the unopened packaged back to DK Household Brands Corp. for a refund. Refunds are issued once the item has been received at our facility. Unfortunately we are not able to refund shipping charges.
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Issues such as lack of inventory or credit card verification may delay order processing.
- Orders placed on the weekend or holidays will be processed on the following business day.
- Orders are processed in the order that they are received.
- All of our products sold are brand new OEM and custom accessories shipped in retail or bulk packaging
- Discounts and free products can never be combined. This does not include gift cards.
- Gift Cards are issued automatically and cannot be cancelled or refunded after purchase.
Order Notification
- Upon submission of your order, you will automatically be sent an e-mail to confirm that your order has been received and your credit card information has been verified and charged. Your e-mail confirmation will show the status of the item(s) that you ordered and confirm your method of shipment.
- Please be sure to check your spam/junk mail for your order notification.
Damaged Items
- You must contact us within 48 hours of receiving your product to claim an item as damaged.
- Please take pictures and retain all original packaging including the shipment box/pack, this will assist us in filing a claim.
- Depending on the nature of the damaged item we will either e-mail you a shipping label or send you a replacement product with a shipping label for the defective item to be sent back.
- We will not be held responsible for the shipping of a damaged item back to us if you do not opt for a replacement.
- If our returns department finds that the item is not damaged, you may be responsible for additional shipping costs as well as a 10-30% re-stocking fee.
COLE & MASON PRODUCT WARRANTY INFO
Cole and Mason offers various guarantees depending on the product. Please review the information below and for more specific guarantee information see the individual product pages for what is covered by the guarantee.
* Our warranty does not cover damage caused by accident, misuse, abuse, commercial use or normal wear and tear. Missing items are not a manufacture defect and are not covered by the warranty.
SALT & PEPPER MILLS
Grind Mechanism Guarantee* – Precision and Gourmet Precision grinding mechanisms are covered by a lifetime guarantee. Mills that do not have a Precision or Gourmet Precision grinding mechanisms are covered by a 10-year mechanism guarantee (Please note: Evidence of disassembling the mill will void the warranty.)
*To determine which mechanism your mill has please consult your packaging or the product page for your mill.
- 2-Year Motor Warranty- Battery operated mills use motors to activate the grinding mechanism. These motors are only covered by a 2-year warranty.
- 2-Year Body Warranty- Covers manufacturer defects to the body/lid of the mill.
Reasons your mill may NOT be covered:
- Leakage -Leakage of salt/pepper from the mill is a normal occurrence. Depending on the mill, adjusted setting and usage, some mills may leak more than others but can usually be limited by adjusting the mill’s grinding mechanism to its finest setting.
- Date of Purchase- Warranties are covered based on the date of purchase. If you cannot provide a receipt/proof of purchase, then only the mechanism warranty can be considered. The 2-year battery warranty and 2-year body warranty can only be considered when a receipt/proof of purchase is provided.
- Discoloration- Our wood mills are made of a natural material and are prone to some changes to its finish after normal usage. Many factors can affect the finish, such as moisture (whether environmental or due to physical contact over time) and normal wear and tear.
- Rust- The primary reason why your mill would have rusted is water exposure. Putting the mill in a dishwasher, washing it in a sink, wiping it with a damp cloth and not drying after. Incorrect storage like leaving the mill in a damp place or leaving it outdoors could also cause rust.
- Purchased from unauthorized reseller or third-party site - Items purchased from websites that are not authorized by DK Household Brands Corp. or where items are listed as previously used. If you are not certain the seller you are purchasing from is authorized please contact DK Household Brands Corp. before purchasing.
SEASONING & SPICE PRODUCTS
Stadhampton Chili & Spice Mill - 10 year mechanism and 2 year body warranty
Cole & Mason Hydro Felt Pad Refills - No warranty
ALL OTHER PRODUCTS NOT LISTED ABOVE HAVE A 2 YEAR WARRANTY
STILL NEED HELP?
If you believe your item qualifies for a warranty replacement, please complete the Warranty Claim form. Please Upload image(s) of the product; be sure to provide a picture showing the problem area if possible as well as a picture showing the brand's name. Also, please upload an image of your sales receipt to show proof of purchase. Without proof of purchase your warranty claim may be denied.
*There are some claims that may require the item to be returned to our facility. In the event you are requested to return your item, the consumer is responsible for shipping cost related to the return.
For anything else, please contact customercare@dkhouseholdbrands.com
Please note, if you are a consumer based outside of the United States and wish to enquire about a guarantee claim, aftersales, buying our products etc, it is best to contact either the retailer from where you purchased the item - or you can contact the Cole & Mason Brand Representative in the country of purchase.
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