Contents:
1. Making a contract with us
2. How to order
3. Delivery
4. Cancellations and returns
5. Faulty Goods
1. Making a contract with us
When you place an order with The Cotswold Company either online or over the phone, you are making an offer to buy goods. Once we have received your order we will send you a confirmation email.
Once you have placed an order we will check the price and availability of the goods and will email you a confirmation that we accept your offer. This will also confirm that a contract has been made between us.
In the unlikely event that there is a pricing mistake or the goods are no longer available, we will advise you of this. In this case you will not receive a confirmation email and therefore, there will be no contract between us.
Once your order has been completed we may contact you and ask you to complete a short customer survey. We are very grateful to hear any comments or feedback you have regarding your order as it helps us improve our customer services. We may wish to use your comments on our website using your name and location (this will be your initial, surname and county). If you do not wish your information to be used in this way, please let us know in the email response.
2. How to place an order
Orders can be placed through our website (www.cotswoldco.com) or over the phone on 0844 984 0003.
Once you have placed an order with us, we will email you within 24hrs (or next working day) with an order confirmation and additional information relating to your order.
3. Delivery
We deliver nationwide, through the UK mainland and Ireland. If you require a delivery further afield we may be able to deliver to a shipment company or a port. For further information, please contact our sales team on 0844 984 0444.
While we do everything we can to adhere to delivery times stated, The Cotswold Company cannot be held responsible for any delays in delivery which are beyond the suppliers’ control.
Delivery charges and surcharges may apply. For further information about delivery costs, please see our delivery page.
We endeavour to provide as much information as possible about the weight and size of our products. If you need further information, you can contact our sales team on 0844 984 0444.
If your goods are damaged in transit or fail to arrive, please let us know as soon as possible by calling us on 0844 984 0444. To ensure we have all the correct details, please follow up the call with an email detailing the problem to help@cotswoldco.com.
Your chosen date of delivery is an all day service; the driver will contact you on the morning of the delivery to advise an approximate arrival time. Please remember this may be subject to change due to circumstances outside the driver’s control such as traffic problems and adverse weather conditions. It is essential someone is able to receive the delivery and if you miss a delivery you will be liable to the costs incurred. The cost of a missed delivery varies depending on courier and location, but is typically around £60.
In order to keep your goods in the best condition possible during transit, they are carefully packaged to avoid damage. It is essential you keep the packaging until you are 100% satisfied with your order. If you wish to return your order for any reason we can only accept the products if returned in their original packaging. This is very important, since the products need to be protected for transit when returning to us.
Delivery company disclaimer:
Please be aware that although our delivery drivers take every care when delivering your products, we cannot be held responsible for any damages that occur to your property or possessions whilst the delivery is in process. It is your responsibility to take every care to cover any carpets or furniture and remove any valuables, including pictures, from the delivery area.
4. Cancellations and Returns
You are able to cancel your contract with us at any time up to 30 days after the day of delivery. If you wish to cancel your order you must do so in writing, either by email or by post to The Cotswold Company, 145-157 St. John Street, London, EC1V 4PY . We aim to respond to your request within 2 working days to confirm the cancellation and the refund due. It is not necessary to give a reason for the cancellation; however a reason is helpful in order to aid us in improving the service we offer to our customers.
If you request a refund, we will refund the amount you paid for your goods excluding the original delivery charge. The delivery charge is non-refundable.
If you fail to take reasonable care of the goods before they return to us and this causes the damage or deterioration of the products, we will charge you for the reduction in value.
Any products returned should be unused and in their original packaging. Therefore, please check your goods thoroughly to ensure you are satisfied before disposing of your packaging.
Due to hygiene reasons, mattresses cannot be returned if they have been removed from their original packaging.
Flat pack items cannot be returned if they have been assembled.
For security reasons, refunds are given by the same method which the original payment was made by.
This cancellation policy does not affect your statutory rights.
5. Faulty Goods
We work hard to ensure your goods arrive in a perfect condition, however if you should find any problem with your order, our Customer Service team will be happy to resolve this for you. If you want to report a faulty product, please contact our customer service team on 0844 984 0444. You will be required to fill out a Customer Returns Form to provide with details of the issue, and then our customer service team will then be in touch within 48 hours of receiving the form to solve the issue with you. You have up to 30 days from delivery to report any damaged or missing items.
Please do not attempt to fix the problem yourself, contact our customer service team first. We are unable to accept any goods back if changes have been made, as it will invalidate the manufacturer’s warranty.
We try to display our products as accurately as possible on our website. However, as different computers display different colours, we cannot guarantee the complete accuracy of the pictures or photographs shown. If you have any concerns, please contact our sales team on 0844 984 00003.