FREQUENTLY ASKED QUESTIONS
All you need to know on how to place an order on Cowshedonline.com
ONLINE ORDERING
1) Placing An Order & Payment
2) Delivery Details & Order Amendments
3) Where's My Order
4) Returns
1. PLACING AN ORDER & PAYMENT PAYMENT METHODS
We accept Visa, Electron, MasterCard, Maestro, American Express and Solo only. We don’t accept Paypal at this time but keep checking back online for updates.
ARE MY CARD DETAILS SECURE?
We realise how important it is to store your information securely. As such, we maintain the highest levels of security, and we lock all your information away in a high security vault otherwise known as high-level SSL encryption technology - the most advanced security software currently available for online transactions. Our payments are processed through the Secure Trading gateway, so your transaction details really are safe with us.
WHEN WILL MY CARD BE CHARGED?
We charge your card when your order is dispatched from our warehouse. This helps us to ensure all is present and correct, before processing any charges.
DO YOU DELIVER TO MY COUNTRY?
We are pleased to say that we deliver globally. Unfortunately, restrictions do apply and products containing alcohol, such as Room Diffusers and Fragrances, cannot be shipped internationally.
HOW MUCH IS DELIVERY?
UK Standard Delivery // Please expect delivery within 2-5 working days of placing your order, Monday to Friday. Your order will be sent via UPS and a signature will be required upon delivery. // £4.95 or FREE on orders over £45
UK Next Day Delivery // Please place your order before 12pm GMT to be guaranteed Next Working Day delivery. Scottish Highland deliveries can take up to 2 working days. Please note, orders are not processed over the weekend, so an order placed on a Friday will not be delivered until the following Monday. // £6.95
BFPO // We are able to deliver to BFPO addresses. Please place your order on a UK Next Day service// £6.95
London Same Day Delivery // If you would like your items delivered today, please call us on 020 7534 0871 and we will do all we can to accommodate your request.
DO YOU DELIVER TO UNIVERSITY ADDRESSES?
Yes, we do deliver to University addresses. However, please ensure that you have entered the relevant information, such as room number, name of residency hall, building block or department.
I TRIED TO PURCHASE ONLINE BUT MY CARD HAS BEEN DECLINED.
If you receive notification that your credit or debit card has been declined, please check that you have entered the correct card details and that your card has not expired. Please also check that you have entered the correct billing address exactly as it appears on your statement. Alternatively, please use a different card. If that fails, please contact the bank that issued the card for further information. Please note that for your own personal privacy, only your bank can tell you why your card has been declined.
2. DELIVERY DETAILS & ORDER AMENDMENTS
CAN I CANCEL MY ORDER?
We start processing your order right after you receive your Order Confirmation. Therefore, there’s a very limited window where we may be able to cancel your order. If you would like to cancel your order, please call 0207 534 0871, and have your order number and relevant details handy. Please note that your statutory right to cancel under the Distance Selling Regulations is not affected.
CAN I CHANGE MY DELIVERY ADDRESS?
Unfortunately we cannot change your delivery address once the order has been confirmed.
CAN SOMEONE ELSE SIGN FOR MY DELIVERY?
Yes. Your order will need to be delivered to a secure address, where the courier will be able to obtain a signature.
WHY HAS MY ORDER/ITEM BEEN CANCELLED?
We do our best to ensure that all items are in stock, but occasionally items become out of stock or are otherwise unavailable. If your order or part of your order is unavailable when your order is picked, you will be emailed to inform you that we are unable to ship that item and the entire order must be cancelled. We will then advise to re-place your order online or call our customer care for us to do it for you. We apologise sincerely for any inconvenience this may cause.
3. WHERE'S MY ORDER
HOW CAN I TRACK MY ORDER?
We send out all orders on a trackable UPS service. Upon dispatch, you will receive your tracking number to enter into the UPS website.
I HAVE MISSED MY DELIVERY.
Deliveries are attempted between Monday and Friday 9-5.30, and will be carded three times before the parcel is returned to the depot. Should you be unable to collect or arrange re-delivery, your order will be returned to us and will be processed as a refund. Please note that we are unable to re-send packages that are returned to us as undeliverable. Our shipping courier will return your parcel back to us if the address is incorrect or outdated or there have been a number of failed delivery attempts. Therefore, please ensure that the address details you enter in are accurate and someone will be in to sign for your parcel.
MY ORDER HAS BEEN DELIVERED BUT I HAVE NOT RECEIVED IT?
If you live in communal flats, the courier may attempt to leave your parcel with a neighbour if you are out. Therefore, please double check with your neighbour(s) as they may have signed for your parcel on your behalf. If you have any queries regarding the whereabouts of your order, please contact customer services on 0207 534 0871 and we will look into this for you.
4. RETURNS
WHAT IS YOUR RETURNS POLICY?
If you are not completely satisfied with your purchase, please return the item within 14 working days of delivery. Your items must be returned in the condition that they were delivered in order for a refund to be processed. We will refund the price paid by you for the goods, including the initial delivery charge, within 30 days of being informed of your request for a refund. Customers are required to cover the cost of the return and we recommend that you use a recorded delivery service as we cannot accept liability for goods lost in transit Please note that if you have purchased your products via one of our stockists you will need to arrange your return or exchange with them directly. Your statutory rights remain unaffected.
HOW DO I MAKE A RETURN?
Please enclose your name, address, order ID, reason for return / exchange with your items and send to;
Cowshed Customer Returns C/O Panasonic Logistics
Panasonic Way,
Gowerton Road
Blackmills Industrial Estate Northampton
NN4 7BW
Ensure that the package is wrapped securely and for your protection we recommend that you use a recorded delivery service as we cannot accept liability for goods lost in transit. If you return items for reasons other than defects, incomplete orders or incorrect delivery, you will be required to pay for the return of the item to us.
HOW WILL I KNOW IF YOU HAVE RECEIVED MY RETURN?
Please allow up to 7 working days for your return to reach us within the UK. As soon as we receive it, this will be processed within 48 hours of receipt and any refund will be made to the method by which you paid. We will send you a confirmation email when we have done this.
WHEN WILL I RECEIVE MY REFUND?
We will refund the price paid by you for the goods, inclusive of the initial delivery charge, within 30 days of being informed of your request for a refund. Your refund will be credited to the original card used.
I HAVE RECEIVED A FAULTY/DAMAGED/INCORRECT ITEM.
We sincerely apologise that there has been a problem with your order. If the item you received is faulty, damaged or incorrect, please call us on 0207 534 0871 notifying us of the nature of the fault and we will do all we can to rectify this for you. We will offer a refund or replacement and of course cover the costs to return the stock to us. Please ensure you enclose a valid till receipt displaying the return postage charge in order for us to reimburse you.
WHAT IS MY STATUTORY RIGHT TO CANCEL UNDER THE DISTANCE SELLING REGULATIONS?
Under the Distance Selling Regulations you have 7 working days (beginning the day after receipt of your order) to cancel your order.
CAN I EXCHANGE MY ITEM?
We are happy to exchange any item for an item which is the same or lesser value. Unfortunately, at this time, we are unable to exchange for an item of a greater value. Please note that if you have purchased your products via one of our stockists you will need to arrange your return or exchange with them directly.
All you need to know on how to place an order on Cowshedonline.com
ONLINE ORDERING
1) Placing An Order & Payment
2) Delivery Details & Order Amendments
3) Where's My Order
4) Returns
1. PLACING AN ORDER & PAYMENT PAYMENT METHODS
We accept Visa, Electron, MasterCard, Maestro, American Express and Solo only. We don’t accept Paypal at this time but keep checking back online for updates.
ARE MY CARD DETAILS SECURE?
We realise how important it is to store your information securely. As such, we maintain the highest levels of security, and we lock all your information away in a high security vault otherwise known as high-level SSL encryption technology - the most advanced security software currently available for online transactions. Our payments are processed through the Secure Trading gateway, so your transaction details really are safe with us.
WHEN WILL MY CARD BE CHARGED?
We charge your card when your order is dispatched from our warehouse. This helps us to ensure all is present and correct, before processing any charges.
DO YOU DELIVER TO MY COUNTRY?
We are pleased to say that we deliver globally. Unfortunately, restrictions do apply and products containing alcohol, such as Room Diffusers and Fragrances, cannot be shipped internationally.
HOW MUCH IS DELIVERY?
UK Standard Delivery // Please expect delivery within 2-5 working days of placing your order, Monday to Friday. Your order will be sent via UPS and a signature will be required upon delivery. // £4.95 or FREE on orders over £45
UK Next Day Delivery // Please place your order before 12pm GMT to be guaranteed Next Working Day delivery. Scottish Highland deliveries can take up to 2 working days. Please note, orders are not processed over the weekend, so an order placed on a Friday will not be delivered until the following Monday. // £6.95
BFPO // We are able to deliver to BFPO addresses. Please place your order on a UK Next Day service// £6.95
London Same Day Delivery // If you would like your items delivered today, please call us on 020 7534 0871 and we will do all we can to accommodate your request.
DO YOU DELIVER TO UNIVERSITY ADDRESSES?
Yes, we do deliver to University addresses. However, please ensure that you have entered the relevant information, such as room number, name of residency hall, building block or department.
I TRIED TO PURCHASE ONLINE BUT MY CARD HAS BEEN DECLINED.
If you receive notification that your credit or debit card has been declined, please check that you have entered the correct card details and that your card has not expired. Please also check that you have entered the correct billing address exactly as it appears on your statement. Alternatively, please use a different card. If that fails, please contact the bank that issued the card for further information. Please note that for your own personal privacy, only your bank can tell you why your card has been declined.
2. DELIVERY DETAILS & ORDER AMENDMENTS
CAN I CANCEL MY ORDER?
We start processing your order right after you receive your Order Confirmation. Therefore, there’s a very limited window where we may be able to cancel your order. If you would like to cancel your order, please call 0207 534 0871, and have your order number and relevant details handy. Please note that your statutory right to cancel under the Distance Selling Regulations is not affected.
CAN I CHANGE MY DELIVERY ADDRESS?
Unfortunately we cannot change your delivery address once the order has been confirmed.
CAN SOMEONE ELSE SIGN FOR MY DELIVERY?
Yes. Your order will need to be delivered to a secure address, where the courier will be able to obtain a signature.
WHY HAS MY ORDER/ITEM BEEN CANCELLED?
We do our best to ensure that all items are in stock, but occasionally items become out of stock or are otherwise unavailable. If your order or part of your order is unavailable when your order is picked, you will be emailed to inform you that we are unable to ship that item and the entire order must be cancelled. We will then advise to re-place your order online or call our customer care for us to do it for you. We apologise sincerely for any inconvenience this may cause.
3. WHERE'S MY ORDER
HOW CAN I TRACK MY ORDER?
We send out all orders on a trackable UPS service. Upon dispatch, you will receive your tracking number to enter into the UPS website.
I HAVE MISSED MY DELIVERY.
Deliveries are attempted between Monday and Friday 9-5.30, and will be carded three times before the parcel is returned to the depot. Should you be unable to collect or arrange re-delivery, your order will be returned to us and will be processed as a refund. Please note that we are unable to re-send packages that are returned to us as undeliverable. Our shipping courier will return your parcel back to us if the address is incorrect or outdated or there have been a number of failed delivery attempts. Therefore, please ensure that the address details you enter in are accurate and someone will be in to sign for your parcel.
MY ORDER HAS BEEN DELIVERED BUT I HAVE NOT RECEIVED IT?
If you live in communal flats, the courier may attempt to leave your parcel with a neighbour if you are out. Therefore, please double check with your neighbour(s) as they may have signed for your parcel on your behalf. If you have any queries regarding the whereabouts of your order, please contact customer services on 0207 534 0871 and we will look into this for you.
4. RETURNS
WHAT IS YOUR RETURNS POLICY?
If you are not completely satisfied with your purchase, please return the item within 14 working days of delivery. Your items must be returned in the condition that they were delivered in order for a refund to be processed. We will refund the price paid by you for the goods, including the initial delivery charge, within 30 days of being informed of your request for a refund. Customers are required to cover the cost of the return and we recommend that you use a recorded delivery service as we cannot accept liability for goods lost in transit Please note that if you have purchased your products via one of our stockists you will need to arrange your return or exchange with them directly. Your statutory rights remain unaffected.
HOW DO I MAKE A RETURN?
Please enclose your name, address, order ID, reason for return / exchange with your items and send to;
Cowshed Customer Returns C/O Panasonic Logistics
Panasonic Way,
Gowerton Road
Blackmills Industrial Estate Northampton
NN4 7BW
Ensure that the package is wrapped securely and for your protection we recommend that you use a recorded delivery service as we cannot accept liability for goods lost in transit. If you return items for reasons other than defects, incomplete orders or incorrect delivery, you will be required to pay for the return of the item to us.
HOW WILL I KNOW IF YOU HAVE RECEIVED MY RETURN?
Please allow up to 7 working days for your return to reach us within the UK. As soon as we receive it, this will be processed within 48 hours of receipt and any refund will be made to the method by which you paid. We will send you a confirmation email when we have done this.
WHEN WILL I RECEIVE MY REFUND?
We will refund the price paid by you for the goods, inclusive of the initial delivery charge, within 30 days of being informed of your request for a refund. Your refund will be credited to the original card used.
I HAVE RECEIVED A FAULTY/DAMAGED/INCORRECT ITEM.
We sincerely apologise that there has been a problem with your order. If the item you received is faulty, damaged or incorrect, please call us on 0207 534 0871 notifying us of the nature of the fault and we will do all we can to rectify this for you. We will offer a refund or replacement and of course cover the costs to return the stock to us. Please ensure you enclose a valid till receipt displaying the return postage charge in order for us to reimburse you.
WHAT IS MY STATUTORY RIGHT TO CANCEL UNDER THE DISTANCE SELLING REGULATIONS?
Under the Distance Selling Regulations you have 7 working days (beginning the day after receipt of your order) to cancel your order.
CAN I EXCHANGE MY ITEM?
We are happy to exchange any item for an item which is the same or lesser value. Unfortunately, at this time, we are unable to exchange for an item of a greater value. Please note that if you have purchased your products via one of our stockists you will need to arrange your return or exchange with them directly.
