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FAQs

Online Ordering 

Account Enquiries 

Delivery

Returns

Product Information

In The Shed

Spa Enquiries, Bookings & Cancellations

 

Online Ordering

Which payment methods do you accept?

We currently accept payment via

Visa, MasterCard, Solo, Maestro, Visa Debit, Visa Electron, American Express, Paypal

Are my card details secure?

At Cowshed we understand that your online security is of paramount concern. We are committed to providing a secure online shopping environment that goes above and beyond industry security standards and guidelines through our payments service provider Braintree. Security measures include;

  • Validated PCI DSS Compliance
  • Prohibited Data Storage
  • Data Encryption
  • Authentication and session management
  • Secure Access Technologies

Our checkout provider represents industry best practice in online payments. Rest assured that when shopping with Cowshed, we leave nothing to chance and have your security concerns in mind.

When will I be charged?

We charge your card when your order is dispatched from the warehouse. If payment is via Paypal, payment is taken immediately.

Do you deliver to my country?

We are pleased to say that we deliver globally. Unfortunately, certain location and product restrictions do apply. Products containing alcohol, such as Room Diffusers and Fragrances, cannot be shipped internationally.

How much is delivery and how long will it take?

UK Delivery Information

UK Standard Delivery // Please expect delivery within 5-7 working days of placing your order, Monday to Friday. Your order will be sent via Royal Mail or UPS // £2.99 or FREE on orders over £30 (Exclusing the Channel Islands)

UK Next Day Delivery // Please place your order before 12pm GMT to be guaranteed Next Working Day delivery. 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 (Exclusing the Channel Islands)

Ireland and The Channel Islands Standard Delivery // Please expect delivery within 3-7 working days of placing your order, Monday to Friday. Your order will be sent via UPS and a signature will be required upon delivery // £14.95 or FREE on orders over £100

BFPO // We are able to deliver to BFPO addresses. Please place your order on a UK Mainland 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 from a local spa

International Delivery Information

For international orders, please allow between 3-5 working days for dispatch. Delivery times will vary according to region. Please note, international deliveries may be subject to additional handling charges. Taxes and customs charges are the sole responsibility of the customer. These charges also vary and are calculated and charged when your package reaches its destination country. Please contact your local customs office for details on how these charges are assessed and applied to your delivery.

Western Europe - £20 // Regions including Austria, Belgium, Denmark, Finland, France, Germany, Iceland, Luxembourg, Netherlands, Sweden, Switzerland

Eastern Europe - £32 // Regions including Armenia, Azerbaijan, Czech Republic, Estonia, Hungary, Latvia, Lithuania, Poland, Russia

Southern Europe - £34 // Regions including Italy, Spain, Croatia, Greece, Serbia, Bulgaria, Turkey, Cyprus, Kosovo, Macedonia, Montenegro, Slovenia, Malta

Australia - £35

United States Territories, Canada and the Caribbean - £40

Asia - £42 // Regions including China, Japan, Hong Kong, Singapore, South Korea, Taiwan, Thailand, 

New Zealand - £43

Middle East- £45 // Regions including Qatar, United Arab Emirates, Saudi Arabia, Iraq, Jordan, Egypt, Israel, Lebanon, Palestine, Syria, Oman, Yemen

My payment has been declined. Why is that?

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. 

Can I amend or cancel my order?

We start processing your order right after you receive your Order Confirmation and cannot take further payment for additions, or refunds for detractions. Therefore, we are unable to make any amendments to your order. There is 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.

I forgot to enter my promotional code. Can I be refunded?

From time to time, we may make available a promotional code to use on your order. The promotional code should be entered into the relevant field in the shopping basket prior to placing your order. Unfortunately, we cannot retrospectively add the promotional code to your order or refund the equivalent amount so please do check your order before placing it. In some cases, you may be able to use your code on your next order, so hold onto it. You can only use one promotional code per transaction.

How can I track my parcel?

When your order leaves the warehouse you will be sent a Dispatch email. Within this will be you your tracking number, which you can enter into the UPS site http://www.ups.com/tracking/tracking.html. Please note that orders going out with Royal Mail will not be trackable. 

Do I have to be in to sign for my delivery?

The courier must be able to deliver to a secure address and obtain a signature. It can be yours, or someone else who is available at your delivery address.

I have missed my delivery. What happens next?

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 are accurate and someone will be in to sign for your parcel.

I am receiving a delivery internationally. Who is responsible for any additional charges?

Taxes and customs charges are the sole responsibility of the customer. These charges also vary and are calculated and charged when your package reaches its destination country. Please contact your local customs office for details on how these charges are assessed and applied to your delivery.

My package has not arrived. Where is 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.

 

Returns

What is your returns policy?

We hope that you are delighted with your order. However, if for any reason you are not entirely satisfied, you may return any item in its original condition for a full refund within 14 working days of delivery. The cost of the return is payable by the customer. Please ensure that the package is wrapped securely and for your protection we recommend that you use a recorded delivery service and retain your proof of postage as we cannot accept liability for goods lost in transit.

If you are returning your items owing to defects, incomplete or incorrect delivery, please contact our Customer Care on hello@cowshedonline.com or 020 7534 0871. We will email a Freepost label across to you so that you can send your package back to us, free of charge.

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. We cannot accept returned items which were not purchased from our online store.

How do I make a return?

Inside your package, please

  • Print your name
  • Print your order number
  • Highlight the item(s) being returned
  • Include the reason for return

Address your package to:

Cowshed Customer Returns c/o DHL
Panasonic Way, Gowerton Road
Brackmills 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 5 working days for your returned package to reach our warehouse. For your peace of mind, we recommend using recorded delivery to make your return, as its whereabouts can be tracked. 

How long will it take for my funds to be returned?

We aim to process your return within 7 working days of receipt into our warehouse. The refund will be made to the same card or Paypal account used to make the purchase. Please note, it may take 5-10 working days for the funds to appear in your account- this will vary from bank to bank.
Your statutory rights remain unaffected. 

My items were faulty or incorrect. What happens next?

We’re sincerely sorry you’ve experienced an issue with your online order. If you need to return your items owing to defects, incomplete or incorrect delivery, please contact our Customer Care on hello@cowshedonline.com or 020 7534 0871 so we can turn your experience around. We will email a Freepost label across to you so that you can send your package back to us, free of charge. 

What are my statutory rights to cancel?

Under the Distance Selling Regulations you have 7 working days (beginning the day after receipt of your order) to cancel your order.

 

Product Information

Are Cowshed products safe to use during pregnancy?

All of our products contain essential oils which in high doses are not advised to use during pregnancy.  However, if the product washes off (such as the case with Bath & Shower Gels) it is safe to use but we advise that if you have any concerns, you should speak to your doctor.

Our tailored Maternity range, Udderly Gorgeous, is ideal for expectant mothers. It is 100% natural, made from wild-crafted Sea Buckthorn Oil and rich in vitamins, carotenes, minerals and fatty acids to provide your skin with all the nourishment it needs. 

What is Cowshed’s ‘No Nasties’ policy?

From humble beginnings, Cowshed has evolved into a holistic range of products and treatments, all bound together through our continued use of natural botanicals from sustainable resources containing the highest quality essential oils. On top of which we guarantee;

No Parabens (preservatives)
No Petrochemicals (petroleum bi-products)
No Sulphates (artificial foaming agents)
No Animal Ingredients (spare a little organic beeswax and wildflower honey)
No Artificial Fragrancing or Colours
No Animal Testing (not now, not ever)

We continue to make all of our products in England, ensuring local sustainability and optimal 'just picked' freshness.

Do Cowshed products contain allergens?

All of the products in our spa-inspired range are legally required to undergo a skin safety assessment test in order to go on the market. Safety assessment tests are carried out to make sure products are safe for human use. However, due to the high ratios of essential oils used in this product, a skin test is advisable, especially for those with sensitive skin. This is clearly labelled upon all our products and online. We recommend placing a drop behind the ear for 24 hours to check for any reactions.

Where can I obtain a full list of product ingredients?

If there is a specific product, or range of products you would like the ingredients list for, please do email us at info@cowshedonline.com and we will gladly email you the full list.

Do Cowshed products have an expiry date?

Our Cowshed products feature all natural ingredients and we steer clear of any synthetic preservatives. Therefore the best before dates range between 12 and 36 months, dependent on the product type. Please do refer to your product packaging for best before range.

How should I store my Cowshed products?

We would advise that our Cowshed products are stored in cool, dry environments to ensure they maintain their freshness and efficacy. Our candles should be lit in locations with no cross wind to ensure even burning of the wax.

 

In The Shed

Where did the name Cowshed come from?

A cow shed might be an unlikely place to discover a range of award-wining bath, body and skincare products but that's exactly where ours were born. Since we opened our first spa in the old cow shed at Babington House, Somerset in 1998, we've expanded to locations all over the world, but our products have always stayed true to our British Heritage.

Who should I contact regarding Press Enquiries?

For Press Enquiries, call Beauty Seen PR on 0845 241 8515.

Who should I contact for general product or company information?

Feel free to email us on info@cowshedonline.com

Who should I contact regarding becoming a stockist?

Please email us on info@cowshedonline.com. We will forward your query on to our head of Wholesale.

I would love to work for Cowshed. How can I see current vacancies?

We are a fun, dynamic brand who is passionate about natural spa-inspired skincare. As a relatively young company we have grown rapidly over the past few years and have acquired a following of loyal 'cows'. Our head office is based in the hub of the bustling Soho in central London and is home to product development, ecommerce, supply chain management, sales and marketing. Cowshed is made up of creative, committed and enthusiastic people who pride themselves on providing a high quality experience for their customers and suppliers. 

You can view all new Cowshed positions by visiting the Soho House careers site at http://careers.sohohouse.com/. Alternatively you can always contact careers@cowshedonline.com if you would like to express interest or in order to apply for a specific position you might have seen advertised. 

 

Spa Enquiries, Bookings & Cancellations

How can I make a spa booking online?

Head to our ‘Visit a Spa’ section on our website and select the spa you are interested in. Unfortunately at this time, not all of our spas are able to take online bookings. However, if available, you will be able to click through to our bookings page where you will be able to view treatments and confirm your reservation.

Why can I only book selected treatments online?

Certain treatments may require a consultation or further information that would be difficult to obtain online so it would be simpler to book by phone or in person. Some of our treatments and events such as a Pretty Party can be tailored to your individual needs so a chat would be fantastic.

How much notice is required if I need to amend or cancel a reservation?

We ask that you give us 24 hours’ notice if you need to amend or cancel a reservation or the full cost of the treatment will be charged. Please note that we will be requesting credit card details to secure your booking.

Is there a waiting list for reservations?

If your desired reservation time is unavailable we would be happy to place you on a waiting list and notify you should someone else cancel their reservation. In this instance, please contact your desired spa directly and leave your details with one of our staff members who will hopefully be in touch. 

I require special assistance. How can I ensure my needs will be met?

Some of our spas have wheelchair access and all of our spas are suitable for people with visual or hearing impairments. For specific information please contact the venue you would like to visit. We are currently trying to improve access to all of our sites and services, so everyone can enjoy them. While improvements are being made, we apologise for any inconvenience. 

If you have any suggestions, comments or feedback regarding access please email kyla@sohohouse.com.
For more information on specific spa sites please contact appointments@cowshedonline.com.


Account Enquiries

What will I receive if I subscribe to the Cowshed newsletter?

You will receive all of the latest updates on new product launches, seasonal offers and promotions here in The Shed. Although we promise not to pester.  

Do I need an account with Cowshed to place an order?

Whilst it isn’t necessary to have an account in order to place an order, our members benefit from a great deal of account options including order tracking, past order history, marketing options and the ability to store multiple delivery addresses for faster check out. Please note that when ordering you will be prompted as to whether you would like to start an account with Cowshed online.

Can I store multiple addresses?

Storing multiple addresses is just one of the benefits of having an account with Cowshed for a fast and efficient check out. You’ll also be able to quickly update and change your billing and delivery details through the account section.

How do I reset my password?

From the account settings page you will always be able to change your password should you require and in the instance that you might have forgotten your password you can always click the ‘Forgotten My Password’ button when at the login page in order to have a password reset emailed to your selected email address.

How do I enhance my security when I shop online?

At Cowshed we endeavor to ensure your personal information is secure when visiting our online store, however there are additional security measures we advise our customers to adopt in order to enhance online security.

These include;

  • Ensuring your internet browser is up-to-date with the latest version.
  • Choosing unique passwords, keeping them private, and changing them frequently.
  • Investing in a reputable anti-virus software program and ensuring all updates are installed.

If you are ever concerned that you have been the victim of fraudulent activity, contact your bank immediately to ensure your credit cards are cancelled.

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