Frequently Asked Questions

PRODUCT RECALL

Dipped Stools Grey/white, H-DIPWHT & H-GRYDIP - We urge you to immediately stop using the Low Dipped Stool(s) purchased from Cox & Cox Mail Order Ltd and to return the product(s) to us for a full refund. Please call us on 0330 333 2123 to request your free return label. Once we have received the product(s), we will process your full refund immediately.

 

1. How do I place an order?

 

2. What delivery options do you offer?

 

3. What is the 1 MAN delivery service?

 

4. What is the 2 MAN delivery service?

 

5. What is Direct Dispatch?

 

6. Can I change my delivery address once my order has been placed?

 

7. Can I add an extra item to my order?

 

8. My payment card has been refused when placing my order, what should I do?

 

9. I would like to purchase an item as a gift, will the price be displayed on the invoice and where will my gift message appear?

 

10. How do I apply a promo code?

 

11. I forgot to enter my promo code. Can this be refunded?

 

12. Do you take payment via PayPal?

 

13. My chosen product is on back order, when will I be charged?

 

14. How long are gift vouchers and credit notes valid for?

 

15. Can I place my order paying with multiple gift vouchers?

 

16. I would like to use my gift voucher to place my order, however the value of my order is less than the value of my voucher?

 

17. The price has changed since I purchased my product. Will you refund me the difference?

 

18. Can I order an item that is temporarily out of stock?

 

19. How can I track my order?

 

20. What happens if I receive a faulty or incorrect item?

 

21. The product I received is not 100% the same as the picture on your website, why is that?

 

22. What is your returns policy?

 

23. How do I return an item?

 

24. I requested a catalogue, when will I receive it?

 

25. I live close to your Head Office in Frome, can I collect/return my order from/to you directly?

 

26. I am an international customer, is there anything in particular I need to know?

 

27. Do you use Cookies? Do I need to accept Cookies to use the website?

 

28. How do I find out if cookies are enabled on my PC?

 

29. How do I unsubscribe from your emails?

 

30. How do I unsubscribe from your catalogues?

 

 

 

1. How do I place an order?

 

ONLINE

You can place your order online 24 hours a day, 7 days a week.

 

If you have a Cox & Cox account, log in to into your account and start shopping.

 

If you are a new customer, you will have the option to create an account or to checkout as a guest.

 

We would recommend to create an account as this will allow you to keep an eye on the status of your order and view your order history.

 

PHONE

You can place your order over the phone by calling our Order line on 0330 333 2123 Monday to Sunday 8am to 10pm.

 

 

2. What delivery options do you offer?

 

Delivery option

Courier

Delivery to

Delivery timescale

Cost

Standard UK

Hermes or UK Mail

UK Mainland

2-7 working days**

 

£5.95

Next Working Day

DPD or UK Mail

UK Mainland

Next working day

£8.50

Next Working Day AM

DPD or UK Mail

UK Mainland

Next working day before 12 noon

£10

Saturday

DPD or UK Mail

UK Mainland

Next Saturday

(9am to 5pm)

£15

1 MAN

Ash Logistics

UK Mainland

10-15 working days

£30

  2 MAN 

Ash Logistics

UK Mainland

10-15 working days

£60

Standard Channel Islands*

Hermes or UK Mail

Isle of Man / Guernsey / Jersey

2-7 working days

£20

International EU*

UPS or DPD

EU countries

5-10 working days

£20

International ROW*

UPS

Rest of the World

5-10 working days

£50

 

For more information regarding our delivery, please refer to our Delivery page or our Terms & Conditions page.

 

 

3. What is the 1 MAN delivery service?

 

A fabulous new delivery service to ensure your fragile items, such as mirrors, small to mid-size furniture, console tables and upholstered chairs, are delivered safely and in perfect condition on a mutually suitable date, within a 4 hour time slot.

 

All products with the 1 MAN symbol onwill be delivered using our 1 MAN delivery service within 10 to 15 working days.

 

Please note if you have more than 1 item which require our 1 MAN delivery option, the price of the delivery will increase by £20 for each additional item.

 

Once your order has been placed, our 1 MAN team will then contact you directly within 3-5 working days, to inform you of the available delivery slot.

 

Please inform our 1 MAN service of any access issues both outside and inside your home that may hinder delivery, for example narrow roads and/or small doorways/corridors.

 

The item will be unwrapped and the packaging taken away should you require

 

Once the delivery has been made please check the item thoroughly before signing for it. Any damage must be noted on the delivery sheet before signing or alternatively, you can refuse the delivery.

 

When requested by the customer, our 1 MAN service will carry out free of charge simple* assembly of the goods at the customer’s premises, provided it is practical and safe** to do so. Please note our 1 MAN service will NOT hang any item on walls.

 

*Simple is defined as being within an “on-site” time limit of 15 minutes including walk-through, placement and unwrapping.

**Practical and safe will depend on weather conditions and available space.

 

If an item has been delivered by a 1 MAN delivery service, a collection will need to take place in the same way. Please contact our Customer Service team to arrange this.

 

Please note the 1 MAN delivery service is for UK Mainland only.

 

Channel Islands & Ireland: Please note that we can deliver to your location, however we will choose the best possible delivery service depending on your delivery address. Delivering to these locations may incur an additional delivery cost. We reserve the right to contact you to take additional payment if required.

 

4. What is the 2 MAN delivery service?

All products with the lorry symbol on will be delivered using our dedicated 2 MAN team within 10 to 15 working days.

 

Please note if you have more than 1 item which require our 2 MAN delivery option, the price of the delivery will increase by £20 for each additional item.

 

Once your order has been placed, our 2 MAN team will then contact you directly, within 3-5 working days, to inform you of the delivery slot available.

 

Please inform our 2 MAN service of any access issues both outside and inside your home that may hinder delivery, for example narrow roads and/or small doorways/corridors.

 

This service will ensure your large, heavy items are delivered safely and in perfect condition on a mutually suitable date, within a 4hour time slot.

 

The item will be unwrapped and the packaging taken away should you require, and will be delivered to a room of your choice.

 

When requested by the customer, our 2 MAN service will carry out free of charge simple* assembly of the goods at the customer’s premises, provided it is practical and safe** to do so.

 

*Simple is defined as being within an “on-site” time limit of 15 minutes including walk-through, placement and unwrapping.

**Practical and safe will depend on weather conditions and available space.

 

Once the delivery has been made please check the item thoroughly before signing for it. Any damage must be noted on the delivery sheet before signing or alternatively, you can refuse the delivery.

 

If an item has been delivered by a 2 MAN delivery team, a collection will need to take place in the same way. Please contact our Customer Service team to arrange this.

 

Please note the 2 MAN delivery service is for UK Mainland only.

 

Channel Islands & Ireland: Please note that we can deliver to your location, however the item will be delivered via a pallet courier. The courier will not be able to put the item in the room of your choice and will not assemble it. Delivering to these locations may incur an additional delivery cost. We reserve the right to contact you to take additional payment if required.

 

Once you have placed your order (and paid for any extra delivery cost if applicable), our pallet courier will be in touch within 5 working days to confirm the delivery date.

 

5. What is Direct Despatch?

 

Some of our items are sent to you directly from the manufacturer, not by our own courier. This information will appear on the “Delivery” tab on the product page if applicable.

 

Smaller items are delivered within 8 working days.

 

Larger items are delivered within 14 working days.

 

For larger items, the manufacturer’s delivery team will contact you to arrange a convenient date for delivery.

 

When your item arrives please check it carefully, as once signed for we cannot replace it.

If you are not satisfied with the condition on arrival, please do not sign to accept the parcel and contact our Customer Service team immediately on 0330 333 2123.

 

Please note that Direct Despatch items cannot be delivered on express delivery.

 

This delivery service is available for UK Mainland only.

 

6. Can I change my delivery address once my order has been placed?

 

We can only change the delivery address shortly after an order is placed, so please call our Customer Service team on 0330 333 2123 as soon as possible and we will advise if we can do this for you.

  

7. Can I add an extra item to my order?

 

No, we cannot add an extra item to an existing order.

If you wish to purchase an additional item, you will need to place a new order.

 

 

8. My payment card has been refused when placing my order, what should I do?

 

If your transaction is declined during the online ordering process, please follow the instructions on screen. Check the information you have entered and try again, or alternatively please try another form of payment.

 

In some cases, your order may still be accepted but you will receive an email from our Customer Service team to inform you that the payment has been declined. We will ask you to contact us via phone to resolve the matter.

 

We hold your order for 72 hours prior to cancellation.

 

If you are placing a high value order, please note that banks may occasionally put a hold on an authorisation as a security measure until they have received confirmation of the authenticity of the transaction from the card holder.

 

9. I would like to purchase an item as a gift, will the price be displayed on the invoice and where will my gift message appear?

 

Unfortunately, we do not have yet the possibility to add a gift message to your order.

A despatch note will be inside the parcel, and will not display any prices. The invoice displaying the price is sent via email.

 

 

10. How do I apply a promo code?

 

Your promotional code must be entered online in the “ENTER MEDIA CODE/ DISCOUNT VOUCHER” box which appears in your Shopping Basket below your item details.

 

Add a Promo code

Once you have entered the code, click ‘Apply Code’. You must enter the promo code before you proceed to the secure checkout as it can’t be applied later. The promotion is also valid over the phone, in which case you will simply need to quote the code at the point of order. Please check the terms and conditions of your promotional code for further details.

 

Promotional codes are not valid on discounted, clearance products, items from our Sale Room or on our gift vouchers.

 

Please note that only one promotional offer can be used at any one time.

 

 

11. I forgot to enter my promo code. Can this be refunded?

 

We are happy to refund the promo code if you have forgotten to apply it, providing it was live and valid at the point of purchase. We cannot refund any promo code on orders placed outside of an offer’s validity period.

 

 

12. Do you take payment via PayPal?

 

Yes, we accept payment via PayPal. Please note that you will be charged straight away for the value of the order. This is also the case of items which are pre-ordered.

 

13. My chosen product is on back order, when will I be charged?

 

Your total order value will be authorised on completing checkout, including products which are out of stock and on order. You may notice that this authorisation will temporarily reduce the available balance on your account by the value of the item(s) including for out of stock and on order items. The amount will then be debited from your account when the product is available in our Warehouse. Should the item(s) take longer than 7-10 days to be despatched to you, this authorisation will be reimbursed to your available balance, and your payment will be debited for the full amount upon availability in our Warehouse.

 

Paypal payment: Please note that for orders paid via Paypal, you will be charged at the point of order and not upon despatch.

 

14. How long are gift vouchers and credit notes valid for?

 

Gift vouchers do not have an expiry date.

Credit notes are valid for 1 year.

 

 

15. Can I place my order paying with multiple gift vouchers?

 

Online, you can only apply one gift voucher or one promo code per order. If you wish to use multiple vouchers, please call our Customer Service line (option 2) on 0330 333 2123 and we will be able to place your order for you using all your vouchers.

 

 

16. I would like to use my gift voucher to place my order, however the value of my order is less than the value of my voucher?

 

Not a problem, please call our Customer Service team on 0330 333 2123 (option 2) and we will be able to place your order using your voucher and create a new voucher code for the remaining value.

 

 

17. The price has changed since I purchased my product. Will you refund me the difference?

 

Unfortunately, we cannot refund the difference. Once an item has been ordered the price is fixed for home delivery.

 

Cox & Cox reserve the right to change prices at any time without prior notice. During a sale period, prices can change without prior notice.

 

 

18. Can I order an item that is temporarily out of stock?

 

If the item you want is temporarily out of stock, but a delivery is expected on a certain date, you will see the “due” date next to the AVAILABILITY section under the product name. (see example below)

 

You will be able to pre-order this item (we recommend ordering as soon as possible to avoid disappointment). Your transaction will be authorised at point of order. Please note that you will only be charged when the item is back in stock and ready to be processed in our Warehouse.


*Please note: Your total order value will be authorised on completing checkout, including products which are out of stock and pre-ordered. You may notice that this authorisation will temporarily reduce the available balance on your account by the value of the item(s) including for out of stock and back order items. The amount will then be debited from your account at point of despatch.

 

If you see “out of stock” next to AVAILABILITY or Qty, this means we are not expecting a delivery soon but may receive more in the future. Please click on “NOTIFY ME WHEN THIS PRODUCT IS IN STOCK” and follow the instructions. If/when we have more stock, we will let you know.

 

 

19. How can I track my order?

 

Once your order has been despatched, you will receive an email from us confirming shipment.

 

Your email will include a tracking link which will direct you to your tracking information.

 

You will then have the option to visit the courier’s tracking site, where you will be able to access the most up-to-date tracking information for your parcel.

 

 

20. What happens if I receive a faulty or incorrect item?

 

Please ensure that you check all items on receipt, and report a faulty or damaged item as soon as possible within our return period.

 

In the unlikely event that the wrong item has been sent to you or your item has arrived faulty or damaged, please call us on 0330 333 2123 or email us on customerqueries@coxandcox.co.uk so that we can arrange a free return/collection for you.

 

If an item is deemed to have a manufacturing defect or is not fit for purpose, or a manufacturing fault occurs within 6 months, we will offer a replacement or a refund.

 

Please make sure to read all care instructions on the “Size & Info” section on a product page and any disclaimers on product variation due to their handmade nature.

 

 

21. The product I received is not 100% the same that the picture on your website, why is that?

 

Some of our products are handmade, have natural imperfections and/or a unique finish, shape, colour or texture and may vary from the picture you see on our website/between products if you order more than one.

Dimensions may also vary slightly.

 

This applies to all products described as “Vintage”, “Antique”, “Rusty”, “Washed”, “Brushed”, “Rustic”, “Distressed”, “Weathered”, “Aged”, “Handmade”, “Hand-Finish”, “Hand-Tufted”, “Hand-woven”, “Natural”, “Traditional”.

 

As our “Sheepskin” products are made from 100% natural hide, size and colour may vary slightly making each piece completely unique.

 

 

22. What is your returns policy?

 

Goods must be returned to us within 28 days of receipt, undamaged and in their original packaging with the Returns form completed.

 

You are responsible for the cost of returning your item(s) to us, unless you have received a faulty, damaged or wrongly despatched item.

 

Returns can take up to 21 days to be processed, especially during busy periods.

 

In the unlikely event that the wrong item has been sent to you or your item has arrived faulty or damaged, please call us on 0330 333 2123 or email us on customerqueries@coxandcox.co.uk so we can arrange a free return/collection for you, and issue a replacement or a refund.

 

For more information, please visit our Returns page.

 

 

23. How do I return an item?

 

Please include the return form on the back of your despatch note, fully completed, inside your return parcel and put our return address on top of the parcel, covering/removing your address.

 

Small Items

Take your item at a local participant shop via Collect+ or DPD

Please to go our Return page to pay for your label, and for more information.

 

 

Medium Items

For parcels exceeding the dimensions to Return to Shop, please call our Customer Service team on 0330 333 2123 to arrange a collection with the appropriate courier at £20 per box

Please to go our Returns page for more information.

Large Items

Any item with a lorry symbol will need to be collected by our 2 MAN service at £60 per item

Any item with a 1 MAN symbol will need to be collected by our 1 MAN service at £30 per item

Please to go our Returns page for more information.

 

 

24. I requested a catalogue, when will I receive it?

 

We send catalogue on a daily basis using Royal Mail. Please allow 2-5 working days for your catalogue to arrive.

 

Please note catalogues can be sent to UK mainland addresses only.

 

Please note: if you are requesting a catalogue and we are approaching the launch of a new season collection, you may need to wait a few weeks before receiving your catalogue. This will be clearly displayed on the ”Request a catalogue” page.

 

25. I live close to your Head Office in Frome, can I collect/return my order from/to you directly?

 

Absolutely. If you live close to our office in Frome, you are more than welcome to collect your order from us directly to avoid any delivery charges, or return your item to us, to avoid any return charges.

 

Please contact our Customer Service team on 0330 333 2123 to place your order and arrange this.

 

Collections can take place between Monday to Friday 9am to 4.30pm.

 

Our Customer Service team will provide you with our full Head Office address and telephone number. You will need to provide us 2 hours’ notice prior to collection.

 

If you wish to return a product for a refund, no need to call us prior to your visit.

 

If you wish to return a faulty, damaged or wrongly despatch item for a replacement, please call us 2 hours prior your visit so that we can prepare your replacement.

 

Please note we cannot exchange your item for an alternative product.

 

 

26. I am an international customer, is there anything in particular I need to know?

 

We can despatch items to International destinations, however the conditions below apply:

 

Standard Channel Islands

Hermes or UK Mail

Isle of Man / Guernsey / Jersey

2-5 working days

£20*

International EU

UPS or DPD

EU countries

5-10 working days

£20*

International ROW

UPS

Rest of the World

5-10 working days

£50*

 

*Prices for overseas deliveries are weight and size dependent, so we do reserve the right to contact you regarding an increase in the price to take additional payment if required.

 

All prices are quoted and charged in Great Britain Pounds Sterling (GBP).

The prices include the 20% UK VAT (Value Added Tax).

 

If the delivery country is in the Channel Islands, or outside of the EU, the VAT will automatically be changed to 0, and you will not pay for the UK VAT.

 

Please note that all deliveries to destinations outside of the UK may be subject to import duties and taxes, which are levied by the importing country at the time the delivery arrives in your country. All applicable duties, fees and any additional charges are outside of our control and you will be responsible for these payments.

If you need to return an item, please note that customs duties are not always refundable or fully refundable. This varies depending on your country’s individual regulations.

 

For more information on your country’s import policy, please check with your local Customs Office.

 

 

27. Do you use Cookies? Do I need to accept Cookies to use the website?

 

Yes, we do.

Cookies (small text files stored on your computer) are used to help ensure that you have the best shopping experience with us. This can include remembering what you have added to your shopping basket, or recognising you when you return to our website.

 

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.

 

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.

 

To identify which web browser you are using, follow the instructions below:

 

PCs – select ‘Help’ in the top navigation of your browser and click ‘About’.

 

Macs – when you have a browser window open, click on the Apple menu and then the ‘About’ option.

 

 

28. How do I enable cookies my PC/Mac?

 

Apple Macs

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 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.

 

29. How do I unsubscribe from your emails?

 

You can unsubscribe from our emails by clicking on the unsubscribe link at the bottom of each of our emails or by using our “unsubscribe page”.

 

30. How do I unsubscribe from your catalogues?

 

If you do not wish to receive our catalogues in the post, please send us an email at customerqueries@coxandcox.co.uk and we will remove you from our database.

 

Please note: our database is automatically updated every month, so your address will be removed on the first working day of the following month. If we have dispatched a catalogue to you between your request and our monthly update, you may still receive a catalogue.