Returns Policy

Can I make a return to 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 an exchange. Please retain all packaging until you are sure you wish to keep your items.  Should you wish to return an item to us please repack it with care using all the original packaging or a suitable alternative. 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. This does not affect your statutory rights.

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 for use within one year.

If you wish to cancel your whole 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 customerqueries@coxandcox.co.uk. You will then need to return the whole order to us, at your own expense if you have already received it. Once we receive the whole order back we will issue a full refund including the original delivery charge. Please note this does not apply to the personalised items which cannot be returned unless faulty or damaged.

Please note an exception to our returns policy is any item delivered by the two man delivery team. Any item with the lorry symbol will need to be collected by the same firm who delivered the parcel and the same charge to collect it will apply. In order to arrange this please contact our customer service team on 0844 858 0734.

Returns can take up to twenty one days to be processed, especially during busy periods.

Please note refunds for items bought as gifts can only be refunded to the original purchaser and if you decide to swap or exchange an item we cannot stop the original purchaser from knowing.

Should you wish to return an item from Accesories Range it must be in its original packaing and please note earrings are not returnable for hygiene reasons.

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 and the £16 per box 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. The courier does not offer timed or weekend collections and unless a safe and secure location can be specified someone will need to be in when the collection takes place.


Wooden Ladder Shelf 

The cost of returning the Wooden Ladder Shelf will be £15.00 and these are returned back to the supplier who deliver and collect this item directly via their own courier.


Smaller items

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.

  • 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 the invoice or return your 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 your parcel(s) fails to reach us.

 

Returning Two Man Delivery  Items

Please note an exception to our returns policy is any item delivered by the two man delivery team. Any item with the lorry symbol will need to be collected by the same firm who delivered the parcel and the same charge to collect it will apply. In order to arrange this please contact our customer service team on 0844 858 0734. Refusal of a delivery unless pre arranged with ourselves will incur the same collection charge.

International Returns

Should you wish to return a non faulty item from outside of the UK, excluding the Channel Islands, Isle of Man and Northern Ireland, you will be responsible for the return postage and we do not offer a collection service for larger items.

© 2014 Cox & Cox. All Rights Reserved.
Site Build By Smartebusiness
-1-