Customer Service

Opening hours:
Monday to Thursday 9.00am to 5.00pm, Friday 9.00am to 3pm

Closed Saturday, Sunday and Bank Holidays.

Tel: +44 (0)1706 224790

info@pasta.kitchen

Alternatively, please use our live chat or leave a message if our chat is offline.

For all delivery and shipping information please follow the link HERE

Shipping costs are calculated at checkout. We are able to ship to most countries, however, if shipping is unavailable to your country, please contact us.

If shipping is not available to your country automatically, please contact us for a shipping cost.

You will receive an email once your order has been fulfilled that contains an order summary, your tracking number and a direct link to track your parcel.

Our standard couriers are FedEx and Royal Mail.

1. FedEx: Track your parcel here. Enter your tracking ID in the box.
2. Royal Mail: Track your parcel here. Enter your reference number in the box.

Should you need to return an item to us please click HERE.

We try to make your return process as simple and smooth as possible so please provide all information requested.

Please read our returns and refund policy before requesting a return or refund.

We accept the following credit & debit cards:

• Visa
• MasterCard 
• Amex

Our store accepts PayPal payments with PayPal Express Checkout. A PayPal button will display during checkout.

Please note that if you have a discount code and you wish to make payment by Paypal then enter the discount code after the Paypal screen has closed and before leaving checkout.

We accept the following digital wallets:

• Apple Pay
• Shopify Pay
• Google Pay

We also accept Klarna, for further info and terms click here.

Under UK law, retailers must verify that anyone buying age-restricted items, such as knives and slicers, is over 18. To make this process simple, secure, and stress-free, we use OneID® at checkout.

What is OneID®?

OneID® is a trusted, UK-certified service that confirms your age instantly using bank and credit reference information your bank already holds. It removes the need to upload documents or share sensitive details with us.

How it works:

1. When you buy an age-restricted product, you’ll be asked to provide your contact information and billing address in order to verify your age through OneID®.
2. If this process fails to verify your age, another process will ask for more information/action. You will be either asked to provide your phone number, at which point OneID® will simply confirm with your mobile network operator (MNO) that you are over 18.
3. Alternatively, you may be asked to log into your online banking as normal (we never
   see your login details). OneID® checks your date of birth with your bank.
4. The only information shared with pasta.kitchen is a simple confirmation that you are over 18.

Your privacy matters

• None of your personal data, account details, or financial information is passed to us.
• OneID® does not see your balance, transactions, or any private banking activity.
• The sole check is your age - nothing more.

This way, you can complete your purchase quickly and with confidence, knowing the process is 100% secure, private, and legally compliant in the UK.

If you would like to know more, or to contact OneID®, please follow this link.

On selected products, we offer a pre-order option for when that product is not in stock. This option allows you to pay upfront to reserve this product. Once this product comes back into stock, we will ship this item to you as soon as possible.

The estimated shipping date is listed on the product page and should be listed on your confirmation email. Please contact us if your confirmation email does not inform you of the shipping date.

We do not hold stock of certain models of Berkel Domestic Food Slicers, by placing a pre-order, you reserve this product on our next order with the manufacturer. In this situation, we will contact you with an estimated delivery date.

Yes, you can order other items with your pre-ordered product. When you place your order, all items will be reserved and held until the pre-ordered item comes into stock.

If you would like the other items on your order sooner, please place two separate orders.

Of course.

After placing your order you should receive a confirmation email with details about your pre-order, on this there is a link to cancel your order.

Alternatively, please contact us and we will cancel your order for you.

If you're interested in learning more about cleaning your pasta machine, watching a video on its usage, delving into Marcato's history, accessing additional manufacturing details, please click HERE.

Should you need to download a copy of your Marcato instruction manual please follow the following link.

• Marcato guarantees service for 2 years from the date of purchase against manufacturing defects.
  
  

The information below is the official returns policy by Marcato S.p.A. regarding all pasta machines, attachments, tools, etc. We MUST adhere to these conditions to accept any Marcato product returns.

AFTER-SALE SERVICE
In the event that an end consumer encounters problems when using a product, Marcato S.p.A. provides a technical assistance service to support the customer in solving the problem in the simplest and quickest way possible.

SUPPORT REQUEST
Any request for assistance or complaint must be sent via email to the relevant sales representative of your area:

Name: …….….….….….….….….…..

Surname: …….….….….….….….….…..

Email address: …….….….….….….….….…..

The support request MUST always include:

1. Item code and name

2. Photo / Video showing the problem

3. Production date

4. Copy/photo of the proof of purchase (date must be visible)

Only with this complete information, it will be possible to analyze the request for assistance and provide the appropriate support.

No request will be processed without all of this information.

WARRANTY SERVICE
If the product is under warranty, assistance can be carried out in three different ways:

1. In the case of small issues that can be easily resolved, written instructions and/or tutorial videos will be provided to help the customer solve the problem independently.

2. In the event of problems with components that are removable and easy to replace by non-specialized personnel, new components will be sent as replacements.

3. In the event that the two previous points are not applicable, the item will be replaced according to the specific procedures.

Under no circumstances, retailers should substitute products in advance without prior authorization; otherwise, Marcato S.p.A. and/or the referent distributor will not be responsible for it.

In addition to this, we ask you to consider that any scrapping is responsibility of the owner of the product and that under no circumstances will a credit note be issued.

We also remind you that the warranty does not cover faults caused by anomalous, fraudulent or improper use of the product, by the use of accessories not approved by Marcato S.p.A., by tampering or repairs carried out by personnel or technical assistance centers not expressly authorized by Marcato S.p.A.

OUT-OF-WARRANTY SERVICE
If the product is not under warranty, Marcato S.p.A. and/or the referent distributor will assist the customer only by providing spare parts for a fee where possible.

EXCEPTIONAL CASES
Should it be exceptionally necessary to collect the product for a check to be carried out at Marcato S.p.A., the company will give explicit and prior authorisation to the customer.

Marcato S.p.A. only accepts returns that have been previously authorised.
The authorisation is communicated to the customer by e-mail and must always be attached to the delivery documents following the goods.

No product that has not been expressly authorised will be accepted.

• Should you need any further assistance either contact us directly or view the Marcato Help Centre.