Small Items

Small Items

Return To Shop

Click on one of the logos to pay for your label.
Take your item to a local participant shop.

Collect Plus

£4.60 per parcel

For returns to UK Mainland, Northern Ireland & The Isle Of Wight. For parcels with dimensions no larger than 60x50x50cm weighing up to 10kg.

DPD

£4.99 per parcel

For returns to UK Mainland & The Isle Of Wight. For parcels with dimensions no larger than 60x60x60cm weighing up to 20kg.

Alternative Methods

For returns from Channel Islands UK customers without access to Collect+ and International. We advise you use an insured and traceable service.

Medium Items

Medium Items

Courier Collection

Call our Customer Service team on 0330 333 2123
to pay for and arrange a collection.

DPD

£15 per parcel

Parcels within 60x60x60cm dimensions weighing up to 30kg.

UKMail

£15 per parcel

For parcels exceeding the dimensions 60x60x60cm, which cannot be returned to a shop.

Rest of the World

We do not offer a collection service for larger items from outside of the UK Mainland.

Large Items

Large / Fragile Items

Courier Collection

Call our Customer Service team on 0330 333 2123
to pay for and arrange a collection.

Collect Plus

£60 per item

Any item with the lorry symbol will need to be collected by the same courier who delivered the parcel and the same charge to collect it will apply.

Collect Plus

£30 per item

Any item with the 1 man symbol will need to be collected by the same courier who delivered the parcel and the same charge to collect it will apply.

UPDATE REGARDING COVID-19

In response to COVID-19, we are adhering to government advice and focusing on the best practices we can adopt across our offices and warehouses.

Our staffing is therefore reduced and RETURNS cannot be processed for the time being.

Collections and Drop to Shop services from our couriers are also affected and some of them have closed shops as per our PM's request since 23/03/2020.

We will therefore extent our Returns Policy by 3 months. All items purchased on 01/03/2020 can be returned to us by 01/07/2020. All others Returns policy and T&Cs apply.

With effect from Monday 30th March, ArrowXL are now taking the next step to stop consumer collections and returns until further notice.

Any collection orders booked post 30th March will be put on hold pending pick up once the situation improves.

 

Our return address:
Cox & Cox Mail Order Ltd - RETURNS
Marshall Way
Commerce Park
Frome
Somerset
BA11 2FB

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

Returns can take up to 10 working days to be processed, especially during busy periods.

Please repack your item with care using all the original packaging. 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.

If an item is not packaged correctly and has been damaged in transit back to us, we will contact you and may need to either return the product to you, or only issue a partial refund via credit note.

Please refer to our Returns page and Terms & Conditions page for more information.

 

Returns Policy

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

You are responsible for the cost of returning your item(s) to us, unless you received a faulty, damaged or wrongly despatched item. You can return an item to us, via the method of your choice, or you may choose to use our return process mentioned above.

Please repack your item with care using all the original packaging. 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. 

If an undamaged item is returned to us outside of the 28 day time frame, a credit note (valid for 1 year) will be issued, at the discretion of Cox & Cox. 

 

We will inspect the returned item and will notify you of your refund or replacement via email. We try to process returns as soon as possible once they have reached our Warehouse. 

We will typically refund any money owed to you using the same method originally used by you to pay for your purchase. If it’s not possible we will contact you via phone or email. 

 

We cannot accept returns of washed and/or used textile (beddings, cushions, towels, etc...), door mats, candles, or of products with non-replaceable LED bulbs after use of the bulb beyond its recommended lifespan (bulb lifespan hours as stated in the “Size & Info” tab on appropriate product page).

Returned goods found to be used, damaged, marked or scratched will not be refunded or exchanged, and will be returned to you. This also applies if an item has not been packaged properly and has been damaged in transit back to us. We may issue a partial refund via credit note at Cox & Cox discretion. 

 

If you wish to cancel your whole order and return it to us, under the Distance Selling Regulations, you must let us know within 14 working days of receiving your parcel. Please call our Customer Service team on 0330 333 2123 or inform us via email at [email protected] 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 via your original method of payment. 

If the goods were delivered to a destination within the European Union, if you cancel your whole order within 14 days after the day you receive your goods, we will refund the Standard delivery cost. If you have paid for an upgraded delivery, we will only refund the cost of Standard delivery. 

We cannot be held responsible for goods lost in transit when using Collect+, Royal Mail, or any other alternative return service which are not arranged via our Customer Service team. 

Postage charges for returned products are the full responsibility of the purchaser, and are non-refundable by Cox & Cox. 

 

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

If an item is not cared for as per our guidelines and recommendations, and the product has been damaged because of this, we cannot be responsible and we will not be able to issue a replacement or a refund.

 

Please note we do not offer any collection service or returns label from the areas and postcodes below, you will need to use an alternative service to return your parcel to us:

The Isle of Wight, Isle of Scilly, Northern Ireland, AB31-AB38, AB40-AB56, FK20, IV1-IV28, IV30-32, IV36-IV40, IV52-IV54, IV63, KW1-KW14, PA21-PA38, PH4-PH41, PH49-PH50, IV41-IV49, IV51, IV55, IV56, KA27, KA28, KW15-KW17, PA20, PA41-PA49, PA60-PA78, PH42-PH44, ZE. 


Damaged / Faulty Goods

Please ensure that you check all items on receipt, as faulty or damaged items must be reported within 8 working days of receiving the parcel, or within 30 days should the fault develop after receipt.

For all fragile, large & heavy items delivered by our courier ARROW XL, please make sure to fully check the product and/or check that you are fully satisfied with it and that it's suitable, before asking our courier to remove the packaging, as we will be unable to send you spare packaging and we cannot accept any large items to be returned without their packaging.

You will need to send us a picture of the damaged / faulty item prior to any refund or replacement being issued. If you cannot send us pictures of the damage / fault, you will need to return the item to us, at your own expense. We will then inspect the item and if our inspection confirms the damage / fault, we will refund your return cost (please note we will only refund the collection cost we would charge) and issue a replacement (if in-stock) or a refund as appropriate.

Once we have received pictures of the damage / fault and/or carried out our inspection, and the item is deemed to have a manufacturing defect or is not fit for purpose, we will offer you a replacement, a repair or a refund.

Please note, under the Consumer Rights Act 2015, any manufacturing fault occurring within 6 months of receiving your product, we will offer a replacement or a refund.

We cannot be held responsible for items that are damaged due to the result of normal wear and tear.

Please make sure to read all care instructions on the “Size & Info” section on a product page and any disclaimer on product variation due to their organic nature.
If an item is not cared for as per our guidelines and recommendations, and the product has been damaged because of this, we cannot be responsible and we will not be able to issue a replacement or a refund.