Frequently Asked Question's

Postage, Packaging & Delivery

Can I have my order express delivered?
We can offer Next Day express delivery (excluding weekends) on UK orders at a cost of £12.00. To arrange this please contact Customer Services 01242 536716. Please note, your delivery will have to be signed for and the request for this service must be made by 2pm on the day of despatch.

How much will my delivery cost?
Our First class postage and packing rate is £6.15 and our Second Class postage and packing rate is £5.05. Orders with a value over £400.00 are sent free of postage charge.

How long will it take to deliver my order?
We aim to despatch all UK orders within 2 working days, however to avoid disappointment, please allow 7 working days.  Overseas orders are despatched twice a week, usually on Tuesday and Friday mornings.

Who do you use to deliver your goods?
We will use in the majority of instances Royal Mail to deliver our goods to you.

How are your goods sent?
We take great care to ensure your items reach you in good condition. They are sent either in a plastic package or alternatively for larger orders in a cardboard box.

Do you deliver overseas?
Yes we do delivery overseas. The postage and packaging charge for Europe is £10.25 and for the Rest of World is £20.00. Please note, local import duties may be payable on receipt of your order.

Do I have to pay postage for gift vouchers?
Gift vouchers are available in £5, £10 and £20 denominations and there is no postage charge for sending these out if they are the only item ordered.

Can I get my order shipped to a different address?
Yes, you have the option to enter a shipping address that differs to your billing address during the checkout process. Please ensure you review your order to confirm both billing and shipping address before proceeding.

I haven’t received my order, what do I do?
Please check your order status under your account details to check if your order has been despatched. If this indicates it has been sent, please then contact your local Royal Mail sorting office to check if they have attempted a delivery to you. If the parcel is not there, please contact customer services 01242 536716 who will advise you further.

Order status

I’ve changed my mind and want to alter my order, how do I do this?
Please call our customer service line on 01242 536716 Monday to Saturday 9.00am to 5.30pm, where one of our operators will be pleased to answer your query. Alternatively, you can e-mail us at custserv@cotswoldcollections.com and we will address your request.

Exchanging Items

Can I exchange items?
Certainly. We have a return policy of 14 days and we provide a Freepost returns label with our despatch note. When making an exchange please complete our returns form and attach the Freepost label to your parcel and take it to your local Royal Mail Post Office. Please do not forget to obtain a receipt of Postage (available free of charge) from the post office as proof of your return.

Will I be charged delivery again if I exchange an item?
No, we offer this service free of charge and will not charge you additional postage.

What happens if the item I wish to exchange has a different value to the replacement item?
If the value of the item being exchanged is greater than the item being returned, please supply your credit card details on your returns form where indicated with details of the exchange required. Alternatively, please send a cheque for the difference. If the value of the item being exchanged is less than the item being returned, we will refund the difference in the same manner as you paid for the original item.

Returning Items

If an item is faulty, what do I do?
Please contact our customer service department on 01242 536716 Monday to Saturday 9.00am to 5.30pm, where one of our operators will be pleased to answer your query. Alternatively, you can e-mail us at custserv@cotswoldcollections.com and we will address your request.

If I am buying an outfit, and one item as part of the outfit is delayed, can I wait to return the whole outfit if it is unsuitable?
Yes our 14 day return policy is actioned from the time that you receive the final garment.

Can I return an item bought in the sale?
Sale garments can be returned in accordance with the Consumer Contracts Regulation.

How do I return my order?
We provide a Freepost returns label with your despatch note. Please when making a return, complete our returns form and attach the Freepost label to your parcel and take it to your local Royal Mail Post Office. Please do not forget to obtain a receipt of Postage (available free of charge) from the post office as proof of your return.

How long will it take to process my return?
Returns usually take up to a week to reach our warehouse, where your parcel will be dealt with promptly.

Do you offer free returns?
Yes, to items shipped to a UK address. A Freepost Returns Label is included with every despatch.

How do I cancel my order under the Consumer Contracts Regulations (Formerly Distance Selling Regulations)?
We require a written confirmation within 14 working days in accordance with the requirements for notification as defined under these regulations.

VAT, duty and taxes

Will I be charged VAT?
Vat is included in the prices stated on our website. Vat will be charged in accordance to the prevailing VAT rates, regulations and guidance at the time of your order.

I live in the Channel Islands. Do I pay VAT?
Your order will be calculated at the published prices on our website, but VAT will be deducted at the checkout stage when the shipping address is defined.

Will I have to pay import duty or taxes for my country of residence?
Local import duties may be payable on receipt of your order.

Do you prices shown on your website include VAT or not?
Yes, prices displayed are inclusive of VAT. When totalling your order the vat is included, but any adjustments for VAT will be made as applicable when the shipping location is defined.

Miscellaneous

Do you have any retail stores?
No. Regrettably our last store closed in August 2011. Customer buying patterns changed and running high street stores became less commercially viable.

What is a ‘backordered item’?
This is an item on your order for which we currently have no stock available, but are awaiting a delivery of further stock.

If I have a backordered item, do I have to pay postage again?
No, there is only one postal charge per order.

How do I find out if a product that is currently out of stock will be available in the future?
All of our products are unique and exclusively designed and manufactured for Cotswold Collections. This does mean that stocks may be limited; but we will endeavour where demand is great to reorder items for our customers if it is possible to do so. Please contact our customer services team who will try to assist you further if an item you desire is unavailable. Please call our customer service line on 01242 536716 Monday to Saturday 9.00am to 5.30pm. Alternatively, you can e-mail us at custserv@cotswoldcollections.com and we will address your request.

During Checkout Process

My payment has been declined?
Please double check your card payment details carefully to ensure that the information you have used on your order corresponds with your card. If you still get a declined message, please consider using an alternate card if possible. Finally, if all else fails, please contact us and we will try to assist you further.

What is Mastercard Securecode or Verified by Visa?
Cotswold Collections has introduced Verified by Visa and Mastercard® SecureCode™ to give our customers even more confidence when shopping online with us. These services enhance your existing card account against unauthorised use when shopping online.
To use this service, you must first register with the bank or other organisation that issued your card. To find out more about these services:

 
Once you've registered and created your own private password with your card issuer, you'll be prompted automatically at checkout to provide this password each time you make a purchase. Please note: Your Verified by Visa or Mastercard® SecureCode™ password is not your cotswoldcollections.com account password. cotswoldcollections.com does not have access to your Verified by Visa or Mastercard SecureCode™ password.
 
Technical Process

What are cookies?
Our website uses cookies (small text files stored on your computer) to enable tracking of basket contents and recognition when you return to the website. These do not contain sensitive information about you.
You can disable cookies on your Internet browser software and our site will continue to work but with reduced functionality. PLEASE NOTE- Cotswold Collections does not share any cookie information with third-parties.

Is it safe to order online?
This site has chosen a GlobalSign SSL Extended Security Certificate to improve Web site security. Many people have concerns over Internet security, and in particular when this is to do with on-line shopping. In order to try to alleviate your concerns, our security principles are given below:

  • Any information collected for the purpose of on-line shopping or ordering is transmitted using a secure protocol. In other words the information is encrypted ("scrambled") while in transmission, and can only be de-crypted by ourselves.
  • Any information held by us is stored on a secure server and is not released to any other organisation
  • If you would like to verify our secure server please click on the VeriSign Secured Seal image at the bottom of this page.
    If you have any specific concerns about security please email us and we will try to help. You will see the small yellow padlock sign on the 'Payment' page in the bottom right hand corner of your status bar as proof that our site is secure for credit card details.(For Internet Explorer 7 and above users, this is displayed to the right of the address bar).
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