Full Terms & Conditions

Welcome to Cox & Cox. These Terms & Conditions set out how we supply products to you. We encourage you to read them carefully before placing an order.

These terms do not affect your statutory rights.

By placing an order with Cox & Cox (UK), you agree to be bound by the Terms & Conditions in force at the time your order is accepted. We may update these terms from time to time. The version that applies to your purchase will be the one in place when your order is confirmed.

if you have any questions, please contact us at info@coxandcox.co.uk before placing your order.

Cox & Cox is a company registered in England (Company No. 07182902).

Registered Office: Giomani Designs Ltd. Redman Fisher Building Bean Road Tipton England DY4 9AQ

You can contact us:

• By phone: 0330 333 2123
• By email: info@coxandcox.co.uk
• Live chat: Live Chat support is available on our Website

3.1 You can place an order through our Website or you can call us at 0330 333 2123 if you need help in placing the order.

3.2 Once you place an order you will be contacted via e-mail within 24hrs (or next working day) with details of your order and further information. Please ensure you can check the details are correct and contact us at your earliest convenience if anything is incorrect or not as expected.

3.3 The successful placement of your order is deemed your acceptance of these terms & conditions.

3.4 When you create an account during checkout, you will be able to access your order details through your online account.

4.1 Product Images

We take great care to present our products as accurately as possible. However:

• Images are for illustrative purposes.
• Colours may vary depending on your screen or device settings.

If you would like further information about a finish, fabric or material, please contact us on 0330 333 2123 before ordering.

4.2 Changes to your order

If you would like to amend your order before dispatch, please contact us as soon as possible. If the change is feasible, we will confirm:

• Any revised pricing
• Updated delivery times
• Any other relevant changes

We will proceed only once you confirm your acceptance.

5.1 All prices are shown in Pounds Sterling (£) and include VAT.

Delivery charges are calculated at checkout and depend on:

• The delivery service selected
• Your location
• The size and weight of your order

5.2 Payment is taken at the time of ordering. We accept: Credit and debit cards including Amex, ClearPay, DivideBy, Klarna, Apple Pay and GPay.

6.1 We offer a range of delivery options. The most suitable service for your order will be shown at checkout.

Full details are available on our delivery page.

6.2 Large & Made to Order (MTO) Items

For large or Made to Order items:

• We will contact you to arrange delivery.
• You will receive an estimated delivery date.
• A delivery ETA will be provided one day before arrival (where applicable).

6.3 Delivery Address

Products will be delivered to the address provided at checkout.

Delivery services and timescales vary by location and availability. Certain services are not available for non-mainland or remote locations.

If delivery outside UK mainland is not supported, we may deliver to:

• A UK mainland address
• A port
• A third-party freight forwarder arranged by you

Once delivered to a UK mainland address or third party, responsibility transfers to you. We can only arrange returns or exchanges from a UK mainland address, and you must inspect the goods prior to onward shipping. We are not liable for loss, delays or damage during onward shipping arranged by third parties.

Please note the delivery time frame for different delivery types may vary. You can view our delivery page for an accurate time scale for different delivery types.

6.4 Split Deliveries

Orders may be dispatched in separate consignments using different couriers depending on item type (e.g. standard, large, two-person delivery).

6.5 Access Requirements

Before ordering furniture, please ensure items will fit through:

• Doorways
• Hallways
• Staircases
• Landings
• External pathways or passages.

Please protect flooring and remove fragile items from the delivery route.

6.6 While our delivery teams take great care, we are not responsible for:

• Damage caused by restricted access
• Pre-existing faults in your property
• Costs relating to access issues
• Please note there may be restrictions on how many flights of stairs the delivery team can deliver up. We try to give as much information as possible about the weight and size of our products. You can read our “Delivery Access Confirmation” if you are unsure, or for more information, contact us at 0330 333 2123.

6.7 On Delivery

• A signature will be required.
• Someone aged 16 or over must be present.
• Please ensure that the person signing for delivery has all your order details, in particular any extras you have paid for, as our driver will be guided by them during the delivery. This includes where you want the goods delivered if you have selected a Room of Choice service. Unfortunately, we cannot provide a refund for any services refused at the time of delivery, as these are arranged and paid for in advance.
• Pets must be secured in another room to ensure the safety of our delivery drivers and your pets.

6.8 Lost or Damaged in Transit

If your order arrives damaged or incomplete, please contact us promptly at 0330 333 2123 and email photos and a brief description of the issues to info@coxandcox.co.uk.

Failed Delivery

If delivery fails due to:

• Incorrect delivery details, or
• Inability to gain safe access

We will contact you to arrange redelivery.

6.9 Products will be your responsibility from the time the courier delivers them to the address you gave us.

6.10 If your building has a concierge or reception, our courier may deliver your order there. Once accepted by a concierge or building representative, the order is considered delivered.

Please check with your building management before contacting Customer Care.

We want you to feel confident when shopping with us. Please inspect your items as soon as possible after delivery.

Under the Consumer Rights Act 2015, items must be of satisfactory quality, fit for purpose, and as described. Upon receiving your delivery, we ask you to inspect both the packaging and the item immediately. If you notice any transit damage please contact us immediately

7.1 Reporting timeframes

• Visible transit damage: within 48 hours
• Fault present on delivery: within 7 days
• Fault developing later: within 30 days
• Change of mind: request within 30 days

Prompt reporting helps us resolve issues quickly.

7.2 Faulty items

If your item is faulty, we may offer a repair, replacement, or refund, depending on the issue. In some cases, faulty items may not need to be returned. We will advise you if a return or collection is required.

Items that have been installed, assembled, or altered in any way are no longer eligible for return. This includes any assembly, installation, or use that affects the item’s original condition.

7.3. Change of Mind Returns

If you wish to return an item because it is not suitable (including colour, size, style, finish, or preference):

• The item must be unused
• It must be in its original packaging
• It must not have been assembled or installed

Items disposed of without our agreement cannot be refunded.

Return shipping costs are the responsibility of the customer unless the item is faulty or misdescribed.

7.4 Made-to-Order (MTO) Items

• MTO items cannot be cancelled once placed.
• If cancelled after fulfilment, for any reason, including not fitting through a door, a 30% charge applies plus non-refundable delivery fees.
• If damaged or faulty, refund requests must be made within 21 days.
• After 21 days, we will offer repair or replacement only.

7.5 Returns packaging

Items must be returned in their original packaging wherever possible, especially for large, fragile, or furniture items. Returns without appropriate packaging may not be accepted, only a replacement may be offered, subject to assessment.

7.6 Collection of returns

Collection is available for large or two-person delivery items. Smaller items should be returned using a suitable tracked courier service. Collection arrangements and any applicable charges will be confirmed when your return is approved.

7.7 If we arranged the return:

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

7.8 If the customer arranges the return:

If a return is delayed or goes missing, the customer will need to raise an investigation directly with the courier they used to return the item. We always recommend using an insured and trackable courier service, to protect against loss, damage, or delays in transit. Please note that any return shipping fees paid by the customer are non-refundable by Cox & Cox.

Refunds will only be processed once the returned item has been received at our warehouse.

7.9 If a dispute or chargeback is raised with your payment provider (such as Klarna, Clearpay, or Amex), we are unable to process refunds or collections until the dispute is resolved.

7.10 Making a return

To start your return, please log in to your account. If you don't have one yet, click here to sign up or log in, (Note: Please use the same email address to register that has been used during order placement.)

If you need assistance or have any questions about the return process, our customer support team is here to help. Feel free to reach out to us at info@coxandcox.co.uk for guidance or support.

For our full Returns Policy, please click here.

7.11 Returns labels

f the items are misdescribed or faulty, we will provide a returns label. In all other circumstances, where the item is being returned because of a change of mind or personal preference, you must pay for the cost of return.

7.12 Collections & Charges

If we arrange collection and you are responsible for return costs, collection fees are:

• Standard item: £6.95
• Large item: £15.95
• One-person delivery item: £35
• Two-person delivery item: £65

7.13 Refund payments

Refunds will be processed after returned items are received and checked by our warehouse. This usually takes up to 10 working days, or up to 21 working days during busy periods. Refunds cannot be issued before receipt and inspection, except in confirmed fault or damage cases where collection is not required.

7.14 Refunds are always issued to the original method of payment.

If you paid all or part of your order using a gift voucher, that amount will be refunded as a gift voucher and cannot be refunded as cash or card payment.

7.15 Voucher codes cannot be used in conjunction with any other offers, promotions, sale items, or bundles.

• 14 Days to Cancel: You have 14 days from the day you received the item to cancel the order for any reason.
• 14 Days to Return: After notifying us you have 14 days to return the item.
• Exception: Point a) and b) do not apply to Made to Orders items.

First 30 Days: You have short term rights to reject and ask for a full refund. Up to 6 Months: If a fault develops within 6 months, we will offer repair or replacement. Note: If the item was not faulty upon delivery this point will not apply.

9.1 We understand that you care how information about you is used and shared, and we appreciate your trust in us to deal with it sensibly.

9.2 We will use your personal information as set out below:

9.2.1 Cox and Cox is the controller and is responsible for your personal data.

9.2.2 We keep our privacy policy up to date. It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us.

9.2.3 This website may include links to third party websites, plug-ins and applications. Clicking on these links or enabling those connections may allow third parties to collect or share data about you. We do not control these third party websites and are not responsible for their privacy practices. When you leave our website, we encourage you to read the privacy policy of every website you visit.

9.3 The data we collect about you:

9.3.1 Personal data, or personal information, means any information about an individual from which that person can be identified.

9.3.2 We may collect, use, store and transfer different kinds of personal data about you which we have grouped together as follows:

• Identity Data: includes first name, maiden name, last name, username or similar identifier.
• Contact Data: includes billing address, delivery address, email address and telephone numbers.
• Financial Data: includes bank account and payment card details.
• Transaction Data: includes details about payments to and from you and other details of products and services you have purchased from us.
• Technical Data: includes internet protocol (IP) address, your login data, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform, and other technology on the devices you use to access this website.
• Profile Data: includes your username and password, purchases or orders made by you, your interests, preferences, feedback and survey responses.
• Usage Data: includes information about how you use our website, products and services.
• Marketing and Communications Data: includes your preferences in receiving marketing from us and our third parties and your communication preferences.

9.4 We also collect, use and share aggregated data such as statistical or demographic data for any purpose. Aggregated data could be derived from your personal data but is not considered personal data in law as this data will not directly or indirectly reveal your identity. For example, we may aggregate your Usage Data to calculate the percentage of users accessing a specific website feature. However, if we combine or connect aggregated data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this privacy policy.

9.5 We do not collect any Special Categories of Personal Data about you (this includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health, and genetic and biometric data). Nor do we collect any information about criminal convictions and offences.

9.6 Where we need to collect personal data by law, or under the terms of a contract we have with you, and you fail to provide that data when requested, we may not be able to perform the contract we have or are trying to enter into with you (for example, to provide you with goods or services). In this case, we may have to cancel a product or service you have with us but we will notify you if this is the case at the time.

We use different methods to collect data from and about you including through:

10.1 Direct Interactions

You may give us your Identity, Contact and Financial Data by filling in forms or by corresponding with us by post, phone, email or otherwise. This includes personal data you provide when you:

• (a) apply for our products or services;
• (b) create an account on our website;
• (c) subscribe to our service or publications;
• (d) request marketing to be sent to you;
• (e) enter a competition, promotion or survey; or
• (f) review a product, give us feedback or contact us.

10.2 Automated technologies or interactions.

As you interact with our website, we will automatically collect Technical Data about your equipment, browsing actions and patterns. We collect this personal data by using cookies, server logs and other similar technologies. We may also receive Technical Data about you if you visit other websites employing our cookies.

10.3 Promotional offers from us

We may use your Identity, Contact, Technical, Usage and Profile Data to form a view on what we think you may want or need, or what may be of interest to you. This is how we decide which products, services and offers may be relevant for you.

11. 1 We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.

12.1 We will only retain your personal data for as long as reasonably necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, regulatory, tax, accounting or reporting requirements. We may retain your personal data for a longer period in the event of a complaint or if we reasonably believe there is a prospect of litigation in respect to our relationship with you.

12. 2 To determine the appropriate retention period for personal data, we consider the amount, nature and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal, regulatory, tax, accounting or other requirements.

You have the following rights under data protection laws in relation to your personal data.

• (a) Request access to your personal data;
• (b) Request correction of your personal data;
• (c) Request erasure of your personal data;
• (d) Object to processing of your personal data;
• (e) Request restriction of processing of your personal data;
• (f) Request transfer of your personal data to another controller.
• (g) Right to withdraw consent.

13.1 You will not have to pay a fee to access your personal data (or to exercise any of the other rights).

13.2 We may need to request specific information from you to confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.

13.3 Time limit to respond We try to respond to all legitimate requests within one month. Occasionally it could take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.

14.1 After your order has been completed we may contact you with a short customer survey. We would be very grateful if you could complete it as it will help us to continue to improve our customer service.

14.2 After your order has been delivered, we may contact you to ask you to leave a review of the product(s) you have ordered. Submitted reviews will automatically appear on Trustpilot.

Cox & Cox offers a “Price Match Promise” on all products provided they meet the following criteria:

• a) The product offered by the competitor's website is exactly the same as the one we sell, and is offered as delivered on the same terms.
• b) The product on the competitor’s website must be in stock and available for delivery immediately.
• c) Cox & Cox representatives are able to confirm the details on the competitor's website.
• d) Our price promise applies to the product including delivery to UK mainland locations; and
• e) Our price promise applies up to 7 days after purchase.

16.1 Voucher Codes

At certain times Cox & Cox may make available “Voucher Codes”. The code must be entered during the checkout process. The following rules apply to voucher code usage:

• a) Only one voucher code may be used per order.
• b) Voucher codes cannot be used in conjunction with any other offers, promotions, sale items or bundles.
• c) Voucher codes cannot be applied to previous purchases, backdated, exchanged for cash, or redeemed after an order has been placed.
• d) Cox & Cox reserves the right to amend, withdraw, or cancel any voucher code at any time without prior notice.
• e) Cox & Cox reserves the right to refuse the use of a voucher code where fraudulent activity or misuse is suspected.
• f) Certain promotions may be subject to additional terms and conditions. Where applicable, full details will be clearly displayed during the voucher code validity period.
• g) Time-limited offers must be redeemed before the stated expiry date (if applicable). The inclusion of an end date does not affect our right to withdraw a voucher code at any time in line with clause (d)
• h) For offline or telephone orders, the decision of the Manager is final.

16.2 Email Subscriber Discounts

As a subscriber to Cox & Cox promotional emails, you may be eligible for exclusive offers and discounts. These promotions are often available to email subscribers only and may not be visible to all website visitors.

To use a discount code, please enter the code in the Discount Code box at checkout. If you are using a gift voucher, please enter the voucher number in the Gift Voucher box at checkout.

Please note that promotional discounts cannot be used in conjunction with any other offers, sale items or bundles.

If you require further clarification on any part of these Terms & Conditions, our Customer Services team will be delighted to assist.