Customer Service
We have a handy FAQ page that may help you initially and we have information about our Cole & Mason Guarantees here. Alternatively, please Contact Us .
Orders
We can only accept orders placed online and cannot accept orders via telephone or other methods. Orders received will be processed by our E-commerce team the next business day. Cole & Mason are not open on UK Bank Holidays. There are specific arrangements for Easter, Christmas and New Year orders, please contact us should you have questions on availability or ordering.
On successfully placing an order you will receive an email confirmation from us, detailing the specifics of your order, including your unique order reference.
A confirmation email will be sent to the email address you provided when placing your order, so please take care to enter your email address correctly. The confirmation should arrive in your main email inbox within a few minutes. If you have not received this, we advise you to check your junk/spam folders.
If you did not receive this confirmation, please email us at ecommerce.orders@dkbrands.co.uk and we can re-send a confirmation to you.
Unfortunately we are unable to transfer items between countries.
Please visit your local Cole & Mason site below:
Delivery & Tracking
We only deliver to addresses with a valid UK postcode, with exception of BFPO addresses. We do not ship to ROI, EU or Internationally.
We aim to ship orders from our warehouse within 2 business days of order confirmation. All shipping services are presented at checkout at a flat rate £4.95 - however if you spend over £35, shipping is free.
Most UK delivery addresses can expect a next day delivery once we have shipped, however, some addresses not within mainland UK or in remote areas may take longer. Overall, please allow 3-5 days to receive your order from the date of your order confirmation.
We currently use DPD for all our deliveries. On the day that delivery is due, you will get an email and/or a SMS message confirming delivery and the tracking number. At this stage there are options to provide delivery instructions to DPD directly; e.g. change the date, collect from the local parcel shop location, collect from a depot or leave in a safe place, to give you the best chance of a delivery being made first time.
You can track your delivery directly with DPD by following the link in your email or text message received. Tracking is also possible by visiting the DPD website - you will need the DPD tracking reference to do so.
On the day of delivery, DPD will notify you of a 1 hour delivery window.
Privacy & Security
Please see our Privacy Policy for details.
Returns & Exchanges:
This section applies to orders purchased from our UK site only. We cannot handle any returns for Amazon.com or any other third party retailers.
Satisfaction Guarantee
If you are not completely satisfied with a product you may request to return it within 14 days of the date of purchase for a full refund, including any shipping costs. All returned items must be in a new and unused condition and include all shipped parts, manuals, accessories and documents and original packaging. Items are not eligible for return if they show signs of wear or have been used or altered from their original condition in any way.
You also have the option to return for an alternative item if you have changed your mind about the product you have purchased. Any cost differences between different items will need to be charged accordingly. The same rules about the item condition apply also.
Damaged Items
In rare cases, orders may suffer damage in transit. We always try to pack orders with adequate protection, but if your order does arrive damaged, please do not hesitate to let us know so we can put this right. If you wish to report a damaged item for a Cole & Mason product purchased on this website, please get in touch via our Contact Us page. One of our E-commerce team will then contact you to help resolve the problem for you.
Faulty Items
In the unlikely event that product develops a fault, there are several things we can do to resolve this for you.
If your item develops a fault within 30 days of purchase, we can provide you with a full refund or exchange. If you wish to report a faulty item for a Cole & Mason product purchased on this UK website, please get in touch via our Contact Us page and our E-commerce team will be standing by to assist.
If your item develops a fault after 30 days, depending on the item and the fault, we can offer a repair or replacement. Please see Our Guarantee section of our website for more details.
Requesting a Return
If you wish to request a return for a Cole & Mason product purchased on this website, please get in touch via our Contact Us page. One of our E-commerce team will then contact you to help resolve the problem for you.
Please do not return items to us without contacting us first. We cannot be held responsible for items returned without approval and subsequent refunds or credits may not be possible.
Sending Your Return
Once our E-commerce team have authorised your return, please ensure that your items are securely packaged, and allow at least 14 days for your goods to reach us. All returns will need to be clearly marked for for the attention of 'Cole & Mason Online'. Full details on what to do will provided by the E-commerce team. We are unable to accept any responsibility for items that are lost or damaged on being returned to us, therefore we highly recommend proof of postage is retained.
Refunds
We aim to refund you within 14 days of receipt of the product in our warehouse. All refunds will be made via the original payment method only. Refunds may be delayed, or in rare cases not possible if the item returned does not meet the criteria outlined above.
Need More Help?
If you have any questions regarding orders or delivery, see our Contact Us page. For more information, please refer to our Terms & Conditions