Delivery & Returns

Christmas & New Year Order Dates 2022/2023

Our office and warehouse operations are closed from Friday 23rd December 2022 to Monday 2nd January 2023 (inclusive). The last order date for orders to be delivered pre-Christmas is Tuesday 20th December 2022. Orders placed up to this date should be delivered on or before Saturday 24th December 2022.

We will endeavour to ship any order placed after Tuesday 20th December 2022, but we cannot guarantee any delivery dates and these orders may end up being shipped in the New Year. Therefore, any orders placed Wednesday 21st December 2022 to Monday 2nd January 2023 (inclusive) are likely to be processed & shipped from Tuesday 3rd January 2023.

Christmas Returns Extended Returns Policy

All items purchased after Thursday 1st December 2022 until Monday 26th December 2022 (inclusive) are eligible to be returned up to the Fri 13th January 2022. Please allow for postage timings to ensure that your product(s) is returned inside this date. Any sale or items which have had a price reduction of any sort must be returned within 14 days and sit outside this extended returns policy. Items purchased prior and after these dates will be subject to our standard terms and conditions.

Our Policy for Non-Seasonal times:

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 £20.00, shipping is free. 

Most UK delivery addresses can expect a next day delivery once we have been dispatched, 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 of our online deliveries. The day before delivery is due, you will get an email and/or a text 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 the confirmation 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 by email or text message.

For any questions on your delivery, email us at cust.serv@dkbrands.co.uk

Returns & Exchanges (for items purchased after Thursday 1st December 2022 until Monday 26th December 2022 fall under our Christmas Returns Extended Returns Policy, detailed above)

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 ensure that orders are packed 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 coleandmason.com, please get in touch via our Contact Us page. One of our customer service team will then contact you. We are unable to help with orders fulfilled by Amazon, which will need to be dealt with Amazon directly.

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 coleandmason.com, 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 may be able to offer a repair or replacement. Please click here to see more information on our Guarantees.

Requesting a Return

If you wish to request a return for a Cole & Mason product purchased on coleandmason.com, please get in touch via our Contact Us page. One of our E-commerce team will then contact you.

Customers are liable for the cost of the return/exchange back to us (unless the item is faulty). We recommend using a tracked service so that the whereabouts of the parcel is known at all times. 

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 before sending them back to us, ensuring they arrive in re-saleable condition. Returns are to be addressed as follows:

Cole & Mason Web Order Returns
DKB Household,
Bridge House,
Eelmoor Rd,
Farnborough
GU14 7UE

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 and a tracked service used.

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, Contact Us.

For more information, please refer to our Terms & Conditions

 

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