Customer Service

At Cole & Mason, we want your experience to be as smooth as possible. Below you’ll find helpful information about ordering, delivery, returns, and more.

If you still have questions, please visit our FAQ page or view our Cole & Mason Guarantee. Alternatively, feel free to Contact Us.

Ordering Information

We are only able to accept orders placed online through our website. We are unable to process orders via telephone or other methods.

Orders will be processed by our E-commerce team the next business day. Please note that we are closed on UK Bank Holidays and have specific arrangements for Easter, Christmas, and New Year orders – if you have questions regarding these periods, please contact us.

Once your order has been successfully placed, you will receive an email confirmation with your unique order reference.
📧 If you do not receive this email within a few minutes, please check your spam or junk folders.
📧 If you still cannot find it, please contact us at ecommerce.orders@dkhouseholdbrands.com and we will resend your confirmation.

Please note:
We are unable to transfer items between countries. For international purchases, please visit your local Cole & Mason websites:

Delivery & Tracking

We only deliver to addresses with a valid UK postcode (excluding ROI and International addresses, except for BFPO addresses).

  • Delivery Charges: £4.95 flat rate shipping on all orders. FREE shipping on orders over £49.

  • Dispatch Time: We aim to ship within 2 business days of order confirmation.

  • Delivery Time: Most UK mainland addresses can expect next-day delivery after dispatch. Remote areas may take slightly longer. Please allow 3–5 working days from order confirmation to receipt.

We use DPD for all our deliveries.
On the day of delivery, DPD will send an email and/or SMS with a tracking number and a 1-hour delivery window. You can manage delivery preferences via the DPD tracking link.

You can also track your parcel via the DPD website.

Privacy & Security

We are committed to protecting your personal data. For more information, please see our Privacy Policy.

Returns & Exchanges

Please note: This section applies to orders placed through our UK website only. We are unable to handle returns for products purchased through Amazon or third-party retailers.

Satisfaction Guarantee

If you are not completely satisfied with your purchase, you may return it within 14 days of purchase for a full refund, including shipping costs.

Returned products must:

  • Be unused and in their original condition

  • Include all parts, manuals, accessories, and original packaging

If you prefer an alternative item, we can arrange an exchange. Any price difference will need to be settled separately.

Reporting Damaged Items

In the rare event your item arrives damaged, please Contact Us immediately. Our E-commerce team will assist you.

Faulty Items

  • Within 30 days of purchase: Full refund or exchange available.

  • After 30 days: Depending on the issue, we may offer a repair or replacement. Please see our Guarantee Page for more details.

How to Request a Return

To request a return, please Contact Us first.
Please do not send items back without authorisation, as unauthorised returns may not be eligible for refund or repair.

Sending Your Return

Once authorised:

  • Securely package your item.

  • Clearly mark it for 'Cole & Mason Online'.

  • Retain proof of postage as we cannot accept responsibility for lost or damaged returns.

Please allow up to 14 days for your return to reach us.

Refunds

We aim to process refunds within 14 days of receiving returned goods.
Refunds will only be made via the original payment method.
Refunds may be delayed or declined if returned items do not meet our return criteria.

Zero Tolerance Policy

Cole & Mason employees have the right to work in a safe and respectful environment.
We operate a strict Zero Tolerance Policy against any form of rudeness or abuse.

Need More Help?

If you need further assistance with your order, delivery, returns, or anything else, please visit our Contact Us page or review our Terms & Conditions.