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 are entitled to a full refund if you 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 or refunded unless faulty. Where possible we would ask that you return the item(s) with the original packaging. This does not affect your statutory rights. Please note that, with the exception of faulty items or goods damaged in transit, we are not responsible for return postage. We also recommend that you obtain a Certificate of Posting in case for whatever reason the parcel(s) fails to reach us.
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 £9 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 £3.99. 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:
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Visit the Collect+ website www.collectplus.co.uk/coxandcox and then follow the instructions to purchase a returns label.
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Alternatively, you can send an SMS to 84555, stating ‘COLLECT’ along with your postcode. Example ‘COLLECT BS6 6HB’.
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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. Simply follow the quick steps below:
1) Go to www.collectplus.co.uk/coxandcox and follow the instructions to find a Collect+ store, and purchase a returns label.
2) Print out the return label and securely attach it to your parcel. Please make sure that the bar code is clearly visible, and that any other delivery/returns labels have been covered or taken off the package.
3) Drop off your parcel at any local store offering the Collect+ service where you will be issued with a proof of postage receipt.
4) Keep your receipt to track your parcel online at www.collectplus.co.uk/track
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
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.
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 Holidays.)
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).
Can I track my parcel?
For most lightweight parcels under 1kg we use Royal Mail. Unfortunately it is not possible to track these Royal Mail parcels so please let us know if you have not received it after 10 working days.
Heavier items that go by courier can be tracked with their consignment number which you will receive confirmation of.
Which delivery companies do you use?
For lightweight parcels under 2.5kg we use Royal Mail. Orders heavier than this go with our courier services - currently Yodel and UK Mail.
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.
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.
How do I take advantage of any promotional codes?
If you have a Promotion or Media Code e.g. ABC22 (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. Please note 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 time-scales?
The postage charge is £5.95 for standard UK delivery. This is 5-10 working days. 2 Day Express Delivery for UK Mainland orders placed before 2pm on Weekdays is £6.50. Next Working Day UK Mainland Delivery is £8.50 and Next Day UK Mainland Delivery before 12pm is £10 - these have to be ordered before 2pm to qualify. We also have an option for Saturday Delivery between 9-5pm for UK Mainland orders which costs £15. 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. If a Next Day Delivery order is placed after 2pm on Friday, it will not be dispatched until Monday. The postage charge will only be made once, 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. Signatures are required as proof of delivery for all carriage options apart from Standard delivery.
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 come back into stock.
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.
Can I change my delivery address?
Unfortunately once an order has been placed we are unable to amend any details.
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. If however you cannot find your country in the drop down list please contact us. The shipping cost is weight dependent and the shipping cost for international orders over 10kg need to be confirmed by our customer query team.
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.
What is your VAT number?
Our VAT number is 782093123.
Do you use Cookies? Do I need to accept Cookies to use the website?
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.
If you do not have Cookies enabled you will not be able to shop on www.coxandcox.co.uk, apart from browsing the site. We use Cookies to keep track of your current shopping session to personalise your experience and so that you may retrieve your shopping basket at any time - if you do not accept Cookies you will be unable to use this Website for shopping purposes, only for browsing and research.
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.
Carefully selected suppliers also use Cookies on our site, but please not that this does not include any sensitive data such as credit card information. If you would like to opt out of Cookies you can visit the Network Advertising Initiative website, but please note that this may cause issues when ordering from our site. For further information about cookies, please visit www.allaboutcookies.org.
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.
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.
Google Chrome
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’.
Opera
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.
