Frequently Asked Questions
- 1. What is your policy on returns?
- 2. How do I return items to you?
- 3. When can I place a telephone order?
- 4. When can I contact your Customer Query team?
- 5. Can I track my parcel?
- 6. Which delivery companies do you use?
- 7. How can I order a personalised item?
- 8. How long do personalised items take to arrive?
- 9. How do I take advantage of any promotional codes?
- 10. What are your delivery charges and time-scales?
- 11. Can I order an item that is temporarily out of stock?
- 12. If I send an item as a gift, will the prices be displayed on the invoice?
- 13. Can I change my delivery address?
- 14. Can I add an extra item to my order?
- 15. Can I choose a different delivery address to the billing address?
- 16. Can I order items to be sent outside the UK?
- 17. Do your prices include VAT and what happens if VAT charges do not apply?
- 18. What is your VAT number?
- 20. How do I find out if cookies are enabled on my PC?
1. What is your policy on returns?
In the unlikely event that a parcel arrives damaged or faulty please contact our Customer Services team on 0844 858 0734 (Monday to Friday 9am to 5pm) or by email at email@example.com so we can arrange a replacement, exchange, or refund for you.
If you wish to return an item, with the exception of personalised products, we need to receive it back into our warehouse within twenty eight days of receipt for a refund or exchange. We ask that you please return the items where possible with their original packaging. This does not affect your statutory rights. As the goods are your responsibility until they reach our warehouse please ensure you package your return to prevent any damage to the items or boxes.
With the exception of faulty and damaged goods we are not responsible for the return postage and do advise that you obtain a certificate of postage in case the parcel fails to reach us.
If an item is returned to us outside of the twenty eight day time frame or is in a non re saleable condition a credit note will be issued at the discretion of Cox & Cox.
If you wish to cancel your order and return it to us, under the Distance Selling Regulations, you must let us know within eight working days of receiving your parcel. This can be done by calling our Customer Services team on 0844 858 0734 or via email at firstname.lastname@example.org. You will then need to return the whole order to us, at your own expense to us if you have already received it. Once we receive the whole order back we will issue a full refund including the original delivery charge paid. Please note this does not apply to the personalised items which cannot be returned unless faulty or damaged.
Please note that it can take up to 21 days to process a return.
2. How do I return items to you?
Please see above for information on our Returns Policy. With the exception of faulty items or goods damaged in transit, please note that we are not responsible for return postage.
Large Items: Please note that large unwanted items will need to be collected by one of our couriers (the £12 cost for this will be deducted from your refund, with the exception of faulty or damaged items) – simply call 0844 858 0734 during office hours and our Customer Query team will be able to advise you.
Smaller items: Once you have contacted us, please ensure that you include the Returns Slip within the parcel and return your parcel using one of the methods listed below:
A – Return using Collect+ for just £4.29. Collect+ is a convenient way to return parcels at over 3,500 local shops; most are open from early until late, 7 days a week. Simply visit www.collectplus.co.uk/coxandcox to find your local Collect+ store and purchase your returns label. Then print and attach the label to your parcel, ensuring any outbound delivery labels are removed or covered. Drop off your parcel at any Collect+ store, where you will be given a receipt and tracking code.
Please note, you must obtain a returns label before taking your parcel into a Collect+ store. Collect+ will not accept responsibility for parcels handed into a store without a Cox & Cox returns label. This service can be used for parcels weighing up to 10kgs and includes online tracking and up to £40 insurance.
To find your nearest Collect+ store you can:
Visit the Collect+ website www.collectplus.co.uk/coxandcox and then follow the instructions to purchase a returns label.
Alternatively, you can send an SMS to 84555, stating ‘COLLECT’ along with your postcode. Example ‘COLLECT BS6 6HB’.
Or you can call the Collect+ Contact Centre on 0845 270 9888.
You can book your returns label online using a credit/debit card or PayPal. Please note that you need a printer available to print off the label.
Please note that you can only return your item by Collect+ in the UK and for parcels with dimensions no larger than 50x30x30cm (cabin size baggage), which weigh no more than 10Kg.
B- Return using Royal Mail
Please use the returns label at the bottom of teh invoice or return the parcel to Cox & Cox Mail Order Ltd., Marshall Way, Commerce Park, Frome, Somerset, BA11 2FB.
We recommend that you obtain a Certificate of Posting in case for whatever reason the parcel(s) fails to reach us.
Please note that it can take up to 21 days to process a return.
3. When can I place a telephone order?
We have now extended our opening hours and you can order from 8am to 10pm (Mon - Fri) and 9am to 10pm (Sat - Sun) on our orderline 0844 8580744. (Please note times will vary over Bank/Public Holidays. Information on our opening times during these periods can be found on our Contact Us page).
4. When can I contact your Customer Query team?
You can contact our friendly customer queries team on 0844 858 0734 (9am to 5pm on weekdays excluding bank holidays).
5. Can I track my parcel?
You can track your orders by using the consignment number which you will receive confirmation of.
6. Which delivery companies do you use?
We use Hermes for our deliveries.
7. How can I order a personalised item?
Personalised items can only be ordered online as you need to enter the personalised information via the website. Please note that Gift Notes cannot be added to personalised items.
8. How long do personalised items take to arrive?
Any item that has been personalised will take up to 28 days. See individual products for more information including seasonal lead times and last order dates.
9. How do I take advantage of any promotional codes?
If you have a Promotion or Media Code e.g. ABC22 you simply need to enter this at the checkout and this will calculate any discount available at that time. Please note that only one promotional offer can be used at any one time and these do not apply during Sale periods or on Clearance products that have already been discounted. If a promotional offer has automatically been added or you would like to use another discount promotion, you can remove this from your basket as part of the checkout process.
10. What are your delivery charges and time-scales?
Standard UK Delivery is £5.95 and is 2-5 working days.
Next Working Day UK Mainland Delivery is £8.50 and delivery is usually between 8am and 7pm and Next Day UK Mainland Delivery before 12pm is £10 - these have to be ordered before 2pm to qualify.
Saturday Delivery is between 9am and 5pm for UK Mainland orders only and is £15.
Note that only standard delivery is available for the following areas and post codes:
The Isle of Wight, Isle of Scilly, AB31 - AB38, AB40 - AB56, IV1 - 28, IV30 - 32, IV36 - 40, IV52 - 54, IV63, KW1 - 14, PA21 - PA38, PH4 - PH41, PH49 - PH50, Northern Ireland, IV41 - IV49, IV51, 55, 56, KA27 & 28, KW15 - 17, PA20, PA41 - 49, PA60 - 78, PH42 - 44, ZE
Isle of Man / Guernsey / Jersey all need to be selected as a different country.
Please note that if there is an item which is out of stock, but is due to arrive in the Warehouse within 48 hours, your order will be held and despatched together and the Next Day or Saturday options will not be available. If the delay is longer than 48 hours your order will be part despatched.
The postage charge will only be taken once, even if your order is part shipped due to an item being back-ordered.
If a Next Day Delivery Order is placed after 2pm on a Friday it will not be despatched until the Monday, with the exception of Bank Holidays.
Please check all goods on receipt as any damaged or faulty goods need to be reported within 8 working days. Please note only Monday to Friday are classed as working days.
11. Can I order an item that is temporarily out of stock?
If something is temporarily out of stock, it can be ordered over the telephone or online. The website and our order line team will be able to provide information on when it is due to arrive into our warehouse
12. If I send an item as a gift, will the prices be displayed on the invoice?
If you add a gift message at the time of purchase, it is printed on a gift invoice with the prices automatically removed.
13. Can I change my delivery address?
Unfortunately once an order has been placed we are unable to amend any details.
14. Can I add an extra item to my order?
If you wish to add an item to your order, you can add it provided it has not already been packed. Please phone us to check and so that we can take payment for the additional items as we do not store your card details or have access to the card details for security reasons.
15. Can I choose a different delivery address to the billing address?
Yes it is possible to choose a different delivery address to billing address. The first address is the delivery address. This will automatically fill the billing address which is on the second page. This needs to be changed to the billing address if it is different. If it is a gift, you can add a gift note and this is hand written and included in the parcel. If requested we can send the invoice to your billing address for your records.
16. Can I order items to be sent outside the UK?
Yes we ship to international destinations. Prices for overseas deliveries are weight and size dependent and we reserve the right to contact you regarding an increase in the price to take additional payment if required.
17. Do your prices include VAT and what happens if VAT charges do not apply?
All prices are quoted in GBP (Great Britain Pounds Sterling) and we take payment in GBP. The price includes VAT (Value Added Tax). If you live in the Channel Islands, Switzerland or outside of the EU and your order is being sent there your order will be 0 rated for tax so you will automatically not pay tax.
18. What is your VAT number?
Our VAT number is 782093123.
Please note that Cookies (small text files stored on your computer) are used to help ensure you have the best shopping experience with us. This includes remembering what you have added to your shopping basket and to recognise you when you return to our website.
As a result you will need to have Cookies enabled to be able to place orders on our site. The majority of web/Internet browsers automatically have Cookies enabled but we have provided some information below on how to enable these if needed.
If you don’t know what web browser or version of Internet browser you are using follow the instructions below:
PCs – select ‘Help’ in the top navigation options of your browser and click on ‘About’.
Macs – when you have a browser window open, click on the Apple menu and then the ‘About’ option.
20. How do I find out if cookies are enabled on my PC?
We’ve provided some instructions below to help you find out this for the main PC Internet browsers. For Apple Macs simply click on the Apple menu and then the ‘About’ option when you have an Internet browser window open.
Microsoft Internet Explorer 6.0, 7.0, 8.0
Select ‘Tools’ in the navigation options of your browser window and then click ‘Internet options’ , then select the ‘Privacy’ tab. Check that your Privacy level is set to Medium or below. If you set it above this then it will disable cookies.
Microsoft Internet Explorer 5.0
Select ‘Tools’ in the navigation options of your browser window and then click ‘Internet options’, then select the ‘Security’ tab. The ‘Medium’ default option allows cookies, but to verify this you can select the ‘Custom Level’ button. Scroll down until you see the word ‘Cookies’ and verify that the button next to ‘Enable’ is selected in both options
Microsoft Internet Explorer 4.0
Select ‘View’ at the top of your browser window and then click ‘Internet options’. After this then select the ‘Advanced’ tab. Move down until you see ‘Cookies’ and check that the ‘Always accept cookies’ button is selected.
Select ‘Tools’ at the top of your browser window and the click on Options. Then select the ‘Under the Hood’ tab, find the ‘Privacy’ section, and click on the ‘Content settings’ button. Then select ‘Allow local data to be set’.
Select ‘Menu’ at the top of your browser window and then click ‘Settings’. After this click on ‘Preferences’, then the ‘Advanced’ tab, and click the ‘Accept cookies’ option.