FAQ

Got a question before buying or about a product you already own? Here are the answers to what we get asked most. If you can't find what you're looking for, write to us at soporte@erreke.com.

Do you offer free shipping?

Yes. We offer free shipping with no minimum order to 12 destinations: Spain, Portugal, Germany, France, Italy, Netherlands, Belgium, Poland, Austria, Sweden, Luxembourg and Ireland.

For the United Kingdom and United States, the cost is calculated by weight and shown at checkout. For other destinations, contact us before purchasing.

How long does it take for my order to arrive?

It depends on the destination. As a quick reference:

·       Mainland Spain and Portugal: 24-48 hours

·       Spain and Portugal (islands): 2 to 4 business days

·       Germany, France, Italy, Belgium, Austria, Netherlands, Luxembourg: 3 to 6 business days

·       Poland, Sweden and Ireland: 4 to 6 business days

·       Switzerland, Denmark and United Kingdom: 4 to 6 business days

·       United States: 6 to 8 business days

Orders placed before 1:00 PM (CET/CEST) leave the warehouse the same business day. More detail in the Shipping Policy.

Do I have to pay customs duties or additional taxes?

For shipments within the EU: no. The price you see includes VAT and there are no surprises at delivery.

For shipments to the United Kingdom, Switzerland, the Canary Islands, Ceuta, Melilla, the United States, or other non-EU destinations: local taxes and customs clearance fees may apply, which the customer pays directly to the carrier upon receiving the order. These are NOT included in the price shown on the website.

Can I track my order?

Yes. When your order leaves our warehouse, we send you an email with the tracking number. You can check the shipping status directly on the carrier's website 24/7.

Can I return a product if I'm not satisfied?

Yes. You have two return windows available:

·       14 calendar days from receipt (EU statutory right): ERREKE covers the return shipping cost. 100% refund of the order.

·       Up to 60 days from receipt (ERREKE Extended Guarantee): the return shipping cost is covered by ERREKE for orders within EU customs; for orders outside EU customs, the cost is borne by the customer. 100% refund of the order.

Very important: to process the 100% refund, the product must be completely new, unused, in its original packaging and with all accessories and documentation. Used, customer-damaged or unpackaged products are not eligible for a full refund — in such cases we will send you a settlement proposal by email.

More detail in the Returns Policy.

What if my product arrives damaged during transit?

Write to us at soporte@erreke.com as soon as you receive it, ideally with photos of the packaging and the product. We offer you two options:

1.     100% refund to the original payment method.

2.     Shipment of a new product at no additional cost.

We respond within 24 business hours.

What if I receive the wrong product?

Two things can happen:

·       We send you by mistake a MORE EXPENSIVE product than the one you purchased: you can keep it at no additional cost. You don't have to return anything.

·       We send you by mistake a CHEAPER product than the one you purchased: you have two options. (a) Keep it and we refund you the difference between what you paid and the price of the product received. (b) Return it at no cost — we send you a free return label and, once received at our warehouse, we send you the correct product or refund 100%, whichever you prefer.

In any case, write to us at soporte@erreke.com with your order number and we'll resolve it within 24 business hours.

Can I cancel my order?

Yes, as long as we have not yet handed it to the carrier. Orders placed before 1:00 PM (CET/CEST) leave the warehouse on the same day — the cancellation window is short. Write to us at soporte@erreke.com as soon as possible with your order number.

If the order is already in delivery process, wait to receive it and process it as a standard return.

What payment methods do you accept?

PayPal, credit/debit card (Visa, Mastercard), Klarna, Bizum, Shop Pay and bank transfer.

Can I pay in instalments?

Yes. With Klarna you can split the payment in instalments. The option appears automatically at checkout when you select Klarna as the payment method.

Do prices include VAT?

Yes. All prices shown on the website include the VAT corresponding to the destination country.

Can I request an invoice for my company?

Yes. If you need an invoice with your tax details (VAT number, company name, address), let us know during the ordering process or write to us at soporte@erreke.com after the purchase and we will issue it.

Do you offer discounts for hospitality or wholesale purchases?

Yes, we offer special conditions for hospitality customers and wholesale orders. Write to us at soporte@erreke.com explaining which products you're interested in and the approximate volume, and we'll prepare a personalised proposal.

Do you wrap orders as gifts?

No, we do not currently offer gift wrapping. Your order will arrive in our standard packaging.

Does my cake mould need any preparation before first use?

No. Our moulds come ready to use. As a general measure, we recommend washing it with water and drying it well before first use.

How do I properly care for my cake mould?

·       Washing: by hand, with cold or lukewarm water (never hot), mild soap and a soft sponge.

·       Drying: dry it with a cloth and then let it air dry on a rack. Avoid direct sunlight.

·       Do not use the dishwasher.

·       Do not use steel wool or sharp objects for unmoulding.

·       Do not stack anything on top that could damage the non-stick coating.

How do I unmould my cake correctly?

3.     When taking the mould out of the oven, place it on a metal rack.

4.     Let it cool for 10 to 15 minutes.

5.     Place the mould upside down and tap it 2-3 times gently on a flat surface.

The cake will come out easily and in perfect condition.

Do I need to use a release spray?

It's not necessary. Our moulds have a double non-stick coating that makes unmoulding easy. If the mould has a complex geometry and you prefer to be safe, you can apply a thin coat of release spray or the traditional trick of melted butter + flour.

What is the maximum temperature for the oven trays?

Up to 230 °C. Our trays are made of carbon steel with a double non-stick coating and a thickness of 0.8 mm — very resistant and durable.

Are the oven trays and pans dishwasher safe?

Technically yes, but we recommend washing them by hand to extend the life of the non-stick coating. The dishwasher accelerates wear over time.

Are the pancake pans suitable for all stovetops?

Yes, they are compatible with all stovetops: induction, ceramic, gas, electric and halogen. Material: aluminium.

Can I put the pancake pan in the oven?

No. Pancake pans are designed only for stovetop use, not for the oven.

Do I have to season the pancake pan before first use?

No. They come ready to use. Just wash them with water and dry them before first use.

What's the difference between olive and teak boards?

They are two excellent woods with distinct characters:

Olive wood (Tunisia)

·       Very marked and unique grains — each board is one of a kind.

·       Very dense and hard wood.

·       Generally smaller sizes (olive trees don't grow as large as other trees).

·       Light colour with spectacular dark grains.

·       Ideal for serving and presentation: cheese boards, charcuterie, desserts.

Teak wood (Brazil, with FSC certification)

·       More uniform grains, homogeneous warm brown colour.

·       Extremely high natural resistance to moisture and stains thanks to its natural oils.

·       Allows for larger boards — ideal for intensive daily use.

·       Simpler maintenance.

·       Ideal for daily cutting and for humid kitchens.

Quick summary: for serving and presentation → olive. For daily cutting and XL boards → teak.

Does my new board need any preparation before first use?

No. It comes ready to use. If you want, you can wash it with water and dry it well before first use.

How do I wash and care for my wooden board?

·       Washing: by hand, with cold or lukewarm water (never hot), mild soap and a soft sponge. Do not immerse it in water.

·       Drying: dry it with a cloth and then let it air dry on a rack. Avoid direct sunlight.

·       Do not use dishwasher, steel wool or leave it soaking.

·       Conservation: every 2-3 months apply a thin coat of food-safe mineral oil over the entire surface. The board will absorb it overnight, hydrating the wood and prolonging its life.

·       Storage: keep it in a well-ventilated place. Avoid drawers and closed cabinets.

What do I do if my board gets stains or absorbs odours?

·       Stains: sprinkle salt on the stain to absorb the liquid and then wash as usual.

·       Odours: apply white vinegar or lemon juice to the affected area.

Is it normal that my teak board has warped slightly?

Yes, it's normal and not a defect. Teak wood is sensitive to humidity and may warp slightly when changing environments. It corrects itself in a few days once it adapts to your kitchen's humidity. Applying mineral oil regularly helps stabilise it.

Are your DIY teak boards made to measure?

No. DIY boards are only offered in the standard sizes indicated on each product page. For more information on dimensions and applications, consult the corresponding product page.

What material is the soap dispenser made of? What kind of soap can I use?

The dispenser is made of stainless steel. It is designed for gel-type liquid soap (typical dishwasher or hand soap). It is not compatible with foaming soap.

Do I have to season my cast iron tagine or dutch oven before first use?

Yes, it's important. Seasoning protects cast iron from rust and creates a natural non-stick surface. Steps:

6.     Wash the tagine or dutch oven with lukewarm water and mild soap. Dry it perfectly.

7.     Apply a thin coat of vegetable oil (sunflower, olive or coconut) over the entire interior and exterior surface.

8.     Bake upside down at 180 °C for 1 hour.

9.     Turn off the oven and let it cool inside.

10.  Repeat the process 2-3 times for optimal initial protection.

After first use, simply clean it and occasionally apply a thin coat of oil to maintain it.

Is my tagine or dutch oven compatible with all stovetops?

Yes. It is compatible with all heat sources: induction, ceramic, gas, electric and oven up to a maximum of 240 °C.

How do I properly wash my cast iron tagine or dutch oven?

·       Wash by hand with lukewarm water. If you need soap, use very little and mild (excess damages the seasoning).

·       Do not use abrasive sponges or metal objects.

·       Do not put it in the dishwasher.

·       Dry it immediately after washing to prevent rust.

·       Apply a thin coat of vegetable oil before storing to protect it.

What material is the protective shoe for the iron made of?

Aluminium with a non-stick finish. It protects delicate fabrics, wool, silk and dark garments from shine, and prevents marks and stains when ironing.

Is the protective shoe compatible with steam?

Yes, fully. You can use the iron with steam without losing performance.

Who are you?

ERREKE is a family brand founded and managed from Spain. We design and select durable, functional kitchen and home products with Mediterranean aesthetics, designed to accompany you for many years. Our merchandise leaves Tarragona for all our European markets and the United States.

Where does each type of wood come from?

·       Olive: Tunisia.

·       Teak: Brazil, with FSC certification (responsible forest management).

·       Bamboo: China.

·       Acacia: India.

Do your products comply with European health regulations?

Yes. All our products in contact with food — boards, moulds, trays, pans, tagines, dutch ovens and other tableware — comply with EU regulation no. 1935/2004 on materials and articles intended to come into contact with food, which guarantees their safety for health.

Is your packaging plastic-free?

Currently our packaging is not completely plastic-free, but we are actively working to achieve this. It's one of our continuous improvement goals.

How do I contact you if I have another question?

We have several customer service channels:

·       Email: soporte@erreke.com (response within 24 business hours).

·       WhatsApp: available every day from 10:00 to 21:00 (CET/CEST). Messages only — we do not offer phone call support.

·       Web chat: available during office hours, in the lower right corner of the website.