Delivery & Returns

At Cole & Mason, we aim to make your shopping experience seamless and sustainable. Here’s everything you need to know about delivery, returns and more.

Delivery Information

We aim to ship all orders from our warehouse within 2 business days of order confirmation.

  • Standard Delivery Charge: £4.95

  • Free Shipping: Available on all orders over £65.00

  • Knife Charge: A £4.95 charge applies to order including knives (e.g., Mezzaluna Hachoirs) due to age verification procedures.

Delivery Times:
Most mainland UK addresses can expect next-day delivery after dispatch.
Remote and non-mainland locations may take longer.
Please allow 3–5 business days from the date of your order confirmation.

Courier:
We currently use DPD for all deliveries.

You will receive an email and/or SMS message the day before delivery is due, providing:

  • Tracking information

  • Options to change delivery date

  • Collection options from a local DPD Parcel Shop

  • Safe place delivery instructions (excluding knives)

You can track your parcel via the link in your confirmation email or SMS, or directly on the DPD website.

On the day of delivery, DPD will notify you of a 1-hour delivery window.

📧 For delivery queries, contact us at ecommerce.orders@dkhouseholdbrands.com.

Knife Sales – Age Verified Delivery

For purchases including knives, we use Royal Mail with an additional £4.95 charge for age verification.

  • Deliveries require a Challenge 25 ID check to confirm the recipient is over 18.

  • Items cannot be left in a safe place or delivered to PO boxes.

  • Delivery will be aborted if no valid ID is shown.

Read more about our Age Verified Delivery policy here.

Returns & Exchanges

If you are not completely satisfied with a product purchased on coleandmason.com, you may return it within 14 days of purchase for a refund. Please note this refund won't include shipping costs. 

Returned items must:

  • Be unused and in their original condition

  • Include all parts, manuals, accessories, and packaging

You may also exchange your item for an alternative product, with any price difference charged or refunded accordingly.

Damaged Items

In rare cases, orders may suffer damage in transit.
If your item arrives damaged, please Contact Us and our Customer Service team will assist you.
Please note: We cannot assist with items purchased via Amazon. Please contact Amazon directly.

Faulty Items

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

  • After 30 days: Repair or replacement may be available.
    Please see more details on our Guarantees.

How to Request a Return

To request a return, please Contact Us before sending anything back.

  • Customers are responsible for the cost of returning non-faulty items.

  • We highly recommend using a tracked service to ensure your parcel arrives safely.

Please do not return items without prior approval, as unauthorised returns may not be eligible for refund or credit.

Sending Your Return

Once authorised, please send your return to:

Cole & Mason Web Order Returns
DK Household Brands Limited
Bridge House
Eelmoor Road
Farnborough
GU14 7UE
United Kingdom

We are unable to accept responsibility for items lost or damaged during return transit.
Please retain proof of postage and use a tracked service.

Refunds

Refunds are processed within 14 days of receipt at our warehouse.

  • All refunds will be made via the original payment method.

  • Refunds may be delayed or declined if the returned item does not meet the stated return criteria.

Our Sustainability Pledge

We are committed to reducing our carbon footprint by investing in greener, more sustainable practices:

  • Switching to recyclable cardboard cartons, removing plastic windows.

  • Replacing bubble wrap with recyclable scrunched paper.

  • Offering direct-to-giftee delivery to reduce transport emissions.

  • Partnering with DPD's green delivery initiative.

  • Reviewing our packaging to reduce plastic and increase recycled content.

Need More Help?

If you have any questions regarding orders, deliveries, or returns, please Contact Us.

For full details, please see our Terms & Conditions.

Christmas Extended Returns Policy

All items purchased after Monday 1st December 2025 until Friday 26th December 2025 (inclusive) are eligible to be returned up to the Friday 9th January 2026. 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.

Christmas & New Year Order Dates 2025/2026

Office & Operations closed Wednesday 24th December 2025 to Monday 5th January 2025 (inclusive). During this time we will not be able to respond to any emails, telephone calls or voicemails.

The last order date for orders to be delivered pre-Christmas is Thursday 19th December 2025. Orders placed up to this date should be delivered by Wednesday 24th December 2025.

We will endeavour to ship any order placed after Thursday 19th December 2025, but we cannot guarantee any delivery dates, and these orders may end up being shipped in the New Year.

Therefore, any orders placed Friday 20th December 2025 to Sunday 4th January 2026 (inclusive) are likely to be processed & shipped from Monday 5th January 2026, due to stocktaking.