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FAQs

A. What delivery options are available

Standard delivery:

For Great Britain customers, order by 5pm for standard shipping within 2-4 working days, excluding orders for large, bulky goods.

Working days are Monday to Friday, excluding public holidays. Any orders placed over the weekend will be considered as being placed on a Monday before 5pm

Shipping is free for orders over £15. £2.99 for all orders between £10 and £15 and £4.99 for all orders under £10. This excludes orders for large, bulky goods.

Express delivery:

Next Working Day excluding Scottish Highlands and Islands

Order by 5pm for next working day delivery, excluding orders for large bulky goods

Working days are Monday to Friday, excluding public holidays. Any orders placed after 5pm on a Friday & over the weekend will be considered as being placed on the next working day, excluding Public Holidays.

Unfortunately, we are unable to offer this service to our Scottish Highlands and Islands customers as the courier is unable to deliver next working day to this region.

Express shipping is £3.99 for all orders over £25; £6.99 for all orders between £10 and £25 and £8.99 for all orders less than £10, excluding orders for large, bulky goods.

B. What happens if delivery fails?

If you fail to take delivery of the ordered goods and they are returned to us, we will contact you upon their arrival via email. A refund of the cost of goods without shipping will be processed within 7 days unless you have notified us before then to advise that the goods are still required. If the goods are still required, you will be charged an additional shipping fee for a second delivery. It is the responsibility of the customer to ensure there is someone at the delivery address at the specified date to sign for the parcel. If no one is present the courier may deliver the goods to a neighbour either side or directly opposite and should leave a card to advise where this parcel has been left. If a parcel has been delivered but you are claiming non receipt of a parcel then please allow 3-5 days from date of notifying us to allow us to investigate with the courier. If a refund is applied and the goods are later located then we reserve the right to place a debit for these goods unless you return them to us.

C. How do I track my order?

We will keep you up to date from the time you place your order. We source our delivery from a num order from them will be email to you to keep track of your order.

D. What does my Order Status mean?

If you are a registered customer, you can view your order status by logging into your account and clicking View Orders.

Order status is different from tracking information:

Your Order Status is supplied by Cosam Ltd, and details what is happening with your order between the time you place it and the time it is dispatched from our suppliers warehouse. Once your order is processed and leaves our suppliers warehouse, it is handled by our delivery carriers.

E. What time of the day will I receive my order?

Express shipping (Excluding Scottish Highlands & Islands)

On the morning of delivery, you will receive a text from our delivery carriers advising of a one hour time slot in which you should expect your order. If this time is inconvenient you can re-schedule the delivery date, request to leave with a neighbour or in a safe place via the text from the courier. Please note, requesting the courier to leave in a safe place is at your own risk.

Standard Shipping (Including Scottish Highlands and Islands)

You will receive an SMS from the courier advising of your delivery date. Orders are delivered between 8.00am and 6.00pm on working days, Monday to Friday, excluding public holidays although occasionally the driver may deliver on a Saturday but this is not guaranteed.

Large, bulky goods:

The courier will contact you by phone prior to delivery to arrange a convenient time and date. Please note delivery will not take place until arranged with the courier. If convenient, we can deliver your order to your work address. Should you wish to have your order delivered to your work address, please enter this in the Delivery Details section of the checkout. Please include the company name if applicable.

F. What happens when I am not at home when my delivery arrives?

Express shipping (Excluding Scottish Highlands & Islands)

Our courier will attempt delivery three times. However, they will always aim to deliver first time. On the morning of delivery you will receive a text advising the one hour time slot in which you can expect your delivery to take place. Text alerts also offer you further delivery options such as changing delivery date; leave with neighbour or in a safe place. Please note, requesting the courier to leave in a safe place is at your own risk. If you are not home when the order arrives the courier will try to deliver to a neighbour, provided they can obtain a signature. A calling card will be left at the delivery address to advise you and your tracking will also update to reflect this.

If the courier is unable to deliver to a neighbour, they will leave a calling card and also send an email and SMS notification to advise you of the attempted delivery and these notifications allow you to rearrange an alternative date.

The courier will automatically attempt delivery on two further consecutive working days. If unable to deliver they will hold the parcel in the local depot for a further 2 days, awaiting a response from the recipient. If at this stage, no further delivery instructions are received, the parcel will be returned to our warehouse.

Standard Shipping (Excluding Northern Ireland)

Our courier will attempt delivery three times. However, they will always aim to deliver first time. If you are not home when your order arrives the courier may leave the order with a neighbour or in a safe location at your property. A calling card will be left to advise the location of your order. If the courier is unable to deliver to a neighbour or a safe place, a calling card will be left to advise you. The courier may leave a telephone number so you and the courier can arrange a mutually convenient delivery date. However, this is entirely at their discretion. The courier will attempt a further two times. If after three attempts the courier is unable to deliver, the order will be returned to our warehouse. Once your order is delivered or delivery has been attempted, your tracking will update to reflect this.

Large, bulky goods:

The courier will contact you by phone prior to delivery to arrange a convenient time and date. Please note delivery will not take place until arranged with the courier. If convenient, we can deliver your order to your work address. Should you wish to have your order delivered to your work address, please enter this in the Delivery Details section of the checkout. Please include the company name if applicable.

G. Why has my order been cancelled?

Orders can be cancelled if we experience a stock fulfilment issue with the order. Orders can also be stopped automatically by our online security system. There are a number of reasons why an order may be cancelled by our online security system. One of the most common reasons is because the card holder name and/or billing address details provided do not match the details that the bank or card provider has on record for them. You will receive an email notification if your order is cancelled and payment will not be taken, however, it may take the bank 5-8 working days to release any pre-authorisation that may have been placed on the funds. This may take longer depending on your bank. Unfortunately, this is completely outside of Cosam Ltd control. Once an order has been cancelled it cannot be reactivated.

H. Why has my order not been delivered and returned to you?

The most common reason for this is because our courier attempted delivery and were unable to deliver. Please check your tracking for further information. The order will be returned to our online warehouse and we will issue a refund, you may incur a shipping charge.

I. My parcel is shown as having been delivered but I have not received it.

If our courier was unable to deliver to your address, they may have delivered the order to one of your neighbours or left your order in a safe place. A calling card will be left at your property and your tracking will have updated to advise the location of your order. Your tracking will also have updated.

J.I have received the wrong items.

If you believe you received the wrong items in your order, please Contact Us and we will resolve as promptly as possible.

K.How can I get my order to arrive faster?

We offer an Express Shipping service for customers, excluding delivery to Scottish Highlands & Islands and orders for large bulky items. Order by 5pm for next working day delivery. Delivery is Monday to Friday, excluding public holidays

L.Can I ship one order to multiple addresses?

No, currently, we are unable to ship one order to multiple addresses.

M.Where do you deliver to?

We deliver to all postcodes in the UK, including the Scottish Highlands and Islands*, Isle of Man, Isle of Wight and BFPO located in Mainland UK. *Please note, some items may not be available for delivery to the Scottish Highlands & Islands due to courier restrictions. We also deliver to the Republic of Ireland. If you wish to ship to the Republic of Ireland please select "Switch to ROI Site" at the top of the page or click here. We do not deliver to Jersey, Guernsey or BFPO located outside of Mainland UK. We do not deliver outside of Mainland UK, Northern Ireland or the Republic of Ireland.

N.What if the delivery date has passed and I still don’t have my order?

Please note that delivery dates are estimates only and are not guaranteed. Delivery dates can change due to factors outside of our control. Please check your tracking for the most up to date information on your order. If your order has not arrived within the stated time, please contact us.

O.Are all orders delivered by your courier discreetly packed?

We make every attempt to ensure all items are packaged discreetly. However, we are unable package some larger goods and large, bulky items and these may be delivered in original packaging. Please consider getting these delivered to work address, relatives or neighbours if you are purchasing larger items for birthday or Christmas presents.