Frequently Asked Questions

What is your policy on returns?

In the unlikely event that a parcel arrives damaged or faulty or you wish to return it, you must contact us within 8 working days of receiving the parcel on 0844 858 0734 Monday – Friday 9am -5pm or by email at customerqueries@coxandcox.co.uk. Please note that all items need to be returned within 30 days complete and in a reasonable condition and that personalised/made to order products may not be returned unless faulty. Where possible we would ask that you return the item(s) with the original packaging. This does not affect your statutory rights.

With the exception of faulty items or goods damaged in transit, please note that we are not responsible for return postage. Once you have contacted us, please ensure that you include the Returns Slip, and we would recommend that you obtain a Certificate of Posting in case for whatever reason the parcel(s) fails to reach us. Please note that large unwanted items will need to be collected by one of our couriers (the cost for this will be deducted from your refund with the exception of faulty items) – simply call 0844 858 0734 during office hours and our Customer Service team will be able to advise you.

Cox & Cox Mail Order Ltd.
Marshall Way
Commerce Park
Frome
Somerset
BA11 2FB

Telephone: 0844 858 0734
Fax: 0870 774 3377

How do I return items to you?

Please see above for information on our Returns Policy. For small items you can return items to us via our address:

Cox & Cox Mail Order Ltd.
Marshall Way
Commerce Park
Frome
Somerset
BA11 2FB

If your order has been delivered by courier or is large, please contact us on 0844 858 0734 to arrange collection (Mon-Friday 9am to 5pm).

What days and times can I place a phone order?

We have now extended our opening hours and you can order from 8am to 10pm (Monday to Friday) and 9am to 10pm (Saturday and Sunday) on our orderline 0844 8580744.

When can I contact your customer service team?

You can contact our friendly customer services team on 0844 858 0734 (9am to 5pm on weekdays).

How do I take advantage of any promotional codes?

If you have a Promotion or Media Code e.g. SPRING22 (found on the back of your catalogue) 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.

Can I use more than one promotional offer at a time?

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.

What are your delivery charges and timescales?

The postage charge is £5.95 for standard delivery. This is 5-10 working days. Next working day delivery is £8.50 and has to be ordered before 3pm to qualify. Please note that if there is an item which is out of stock then the whole order will be put on back-order and the next day delivery option will not be valid. The postage charge will only be made once if even if an order is part-shipped due to an item being back-ordered. Please check all goods on receipt as any damaged or faulty goods need to be reported within 8 working days.

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 provided it is due to be back in stock within one month.

Can I change my delivery address?

You can change delivery address providing the order has not already been packed. If you need to do so please contact our customer service team on 0844 858 0734 or customerqueries@coxandcox.co.uk.

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.

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.

Can I order items to be sent outside the UK?

Yes we ship to international destinations. The shipping cost will appear after you have chosen the delivery destination. If however you cannot find your country in the drop down list please contact us

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 and do not pay VAT please contact us and we will adjust your invoice to show this.