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Making a contract with us
When you place an order with The Cotswold Company either online
by post 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.
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How to place an order
Payment for your order is made at placement of it. If you order has a lead time of more than 4 weeks, you can opt to pay 10% or other deposit amount, please advise us if you would like to do this. The balance of payment will become due once your goods are ready for despatch.
Orders can be placed through our website (www.cotswoldco.com)
or over the phone on 0844 984 0003, or by post.
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.
*All items in the Cotswold Company sale are subject to availability.
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Delivery
We deliver to the UK mainland only. 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 0003.
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 0003.
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 1 hour before arrival on the day of your delivery to advise an approximate arrival time (Large item delivery only). 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.
If a delivery fails because there is no one home at the agreed time / date, a further delivery charge will be levied. This charge is £45 for missing a Prestige delivery and £30 for missing a Standard delivery.
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.
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Cancellations and Returns
Order cancellations received after the order has left our warehouse, but before delivery has been attempted, will incur the delivery charge.
Damaged or faulty items may be returned for a full refund or replacement. Please contact us on 0844 984 0444 within 14 days of delivery to arrange collection, which will be made free of charge, within 28 days.
If an item is unsuitable, you may arrange to return it to us at your own cost, or contact us for a collection. A charge for collections may apply, and will be advised when you call. Any products collected or returned should be unused and in their original packaging, and received in a saleable condition. You will be entitled to a refund for the cost of goods, providing we receive your request for collection or notification of return within 14 days of delivery. To exchange an item, please call us to make arrangements. For exchanges, there is a single charge to cover either the collection or the new delivery, whichever is greater, but not both. Please call 0844 984 0444 between 8.30am and 7.00pm Monday to Friday or email help@cotswoldco.com to arrange collection, exchanges or to notify us of a return.
If you fail to take reasonable care of the goods before they return to us and this causes damage or deterioration of the products, we will charge you for the reduction in value.
We will not give refunds on the following items unless they are faulty or damaged:
- Unsuitable goods we have not been informed about within 14 days
- Mattresses that have been unwrapped
- Personalised and customised items
- Part-assembly items which have been part or fully assembled
Free delivery promotions do not extend to collection and re-delivery charges, which are charged at the rates as shown on our product pages.
Your statutory rights are not affected.
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Faulty Goods
Our standard warranty covers material defects and workmanship for one year, unless otherwise stated.
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
which we can do on your behalf, 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 14 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 0003.