FAQs

What payment methods do you accept?

We accept major debit and credit cards, PayPal, Klarna, Clearpay, and Cox & Cox gift vouchers.

What happens if I paid using a gift voucher?

If you paid all or part of your order using a gift voucher, any refund for that amount will be issued as a gift voucher. Gift vouchers cannot be refunded as cash or to a card. This is in line with payment regulations and our terms and conditions.

When will my order be delivered?

Estimated delivery times are shown at checkout and on your order confirmation. These are estimates and may vary during busy periods.

What if my order is delivered to a concierge or reception?

If your building has a concierge or reception, our courier may deliver your order there. Once accepted, the order is considered delivered. Please check with your building management before contacting Customer Service.

Do I need to sign for my delivery?

A personal signature is not always required. Delivery confirmation may include courier tracking, photographs, GPS location, or concierge acceptance.

When should I check my items?

Please inspect your order as soon as possible after delivery.

• Visible damage: report within 48 hours
• Faults on delivery: report within 7 working days
• Faults developing later: report within 30 days

Reporting issues promptly helps us resolve them quickly.

What are my rights if an item is faulty?

Under the Consumer Rights Act 2015, items must be of satisfactory quality, fit for purpose, and as described.

If an item is faulty:

• You may be offered a repair, replacement, or refund
• After 6 months from delivery, evidence may be required to show the fault was present at the time of purchase

Do faulty items need to be returned?

In some cases, faulty or damaged items may not need to be returned. We will advise you if a return or collection is required.

Can I return an item if I change my mind?

Yes, most items can be returned within 30 days of delivery, provided they are unused, in original condition, and in original packaging.

What counts as a preference return?

Preference returns include items returned because of:

• Colour
• Size
• Style
• Finish
• Personal preference
• “Not as expected”

These items must be physically returned and cannot be disposed of.

Do you collect returned items?

Collection is available for large or two-person items. Smaller items should be returned using a courier service.

When will I receive my refund?

Refunds are processed after returned items are:

• Received at our warehouse, and
• Checked and approved

This usually takes up to 5-7 working days, or up to 10 working days during peak periods.

Can a refund be issued before my return is received?

Refunds for physical returns are only issued once the item has been received and inspected, except in confirmed fault or damage cases where collection is not required.

What if my return is delayed or missing?

If a return is delayed or missing, we will investigate with the courier and warehouse. Refunds cannot be issued until the investigation is complete.

What happens if I raise a payment dispute or chargeback?

If a dispute is opened with your payment provider (e.g. Klarna, Clearpay, American Express), we are unable to process refunds or collections until the dispute is resolved. This is controlled by the payment provider.

Are gift vouchers refundable?

Gift vouchers are non-refundable and cannot be exchanged for cash.

Do gift vouchers expire?

Expiry dates are shown on the voucher and at the time of purchase.

What is PremierCare by Castelan?

PremierCare by Castelan is furniture protection insurance available alongside your Cox & Cox furniture, covering accidental stains, accidental damage, and structural defects that appear after your manufacturer's guarantee ends. It's arranged and administered by Castelan Limited and underwritten by Novus Underwriting Limited on behalf of Helvetia Global Solutions Ltd, UK Branch.

What's the difference between the indoor and outdoor cover?

Indoor Furniture Protection covers fabric and leather upholstery, cabinet furniture, and beds for 5 years from delivery. Outdoor Furniture Protection covers garden furniture for 3 years from delivery, with cover tailored to outdoor risks.

What's covered?

Accidental stains (such as food, drink, ink, paint and pet accidents), accidental damage (such as rips, scratches, dents and breakages), and, where structural defects cover is included, faults such as frame breakage, recliner mechanism failures and loose stitching once your manufacturer's guarantee has ended.

What's not covered?

Wear and tear, deliberate damage, damage that's built up gradually, commercial use, and damage caused by incorrect cleaning products or by animals other than your own pet(s). Full exclusions are listed in your policy's Terms & Conditions.

Am I eligible and how much does it cost?

You must be 18 or over, resident in the UK, Channel Islands or Isle of Man, and your furniture must be new, undamaged and valued at no more than £20,000. Cover is paid as a single, one-off payment with no annual renewals.

How do I make a claim?

Register your claim online, 24/7, at claim.castelangroup.com, or call Castelan on 01934 416 614. There's no excess and no call-out fee, and you can make unlimited claims throughout your policy term.

Can I cancel my policy?

Yes, you have 14 days from receiving your Certificate of Insurance and Terms & Conditions to cancel for a full refund, provided you haven't made or don't have a pending claim.