ON ORDERING
How do I place an order?
How do I pay?
How safe is shopping on cousinsfurniture.co.uk?
What happens next after placing an order?
Can I amend an order?
How do I progress my order?
ON DELIVERY
When will my purchases be delivered?
Arranging delivery
About our delivery service
What if I’m not in when you deliver?
Can you take my old furniture away?
Can I collect my furniture?
Part deliveries
ON CANCELLATIONS, RETURNS AND REFUNDS
What is your Cancellations Policy?
How does your Returns Procedure work?
SERVICE REQUESTS
How do I report a quality problem?
Our Service Policy
CONTACTING THE BUYONLINE TEAM
By email
By phone
ON ORDERING
How do I place an order?
As you select the furniture that you would like to purchase, add the items to your shopping basket.
Upon completing your selections, you can amend or delete any items on the Shopping Basket screen before proceeding to the checkout. Before reaching the checkout, our Care Advice screen will detail the programmes that we recommend to care for the products you’ve selected. You can choose to accept or decline them before continuing towards the checkout.
You will then be asked to register and enter your invoice details, including the email address and telephone numbers that we will be able to contact you on. Upon proceeding to the Delivery screen, your details can be automatically transferred across if they are the same as the invoice and you can also choose to collect from one of our warehouses. At this stage, any special delivery instructions should be added. In addition, you will be able to choose how you want your items delivered, i.e. either separate deliveries as goods become available or as a single delivery once everything is available.
You will then continue to the final Checkout screen which details the items selected and their subtotal, the delivery charge and the grand total. You will also confirm your acceptance of our Terms and Conditions.
Once you are happy with the details of your order, you prompt “Order Now” which allows you to proceed to our Barclaycard Smartpay secure payment site to make your payment by debit or credit card.
How do I pay?
You can pay by either debit or credit card on our secure Barclaycard Smartpay site. You will receive an automatic email confirming that your payment transaction has been processed.
If you wish to pay by any other means please email our online office or telephone 0845 9014000 during office hours.
How safe is shopping on cousinsfurniture.co.uk?
In order to allow you to shop with complete confidence, we have invested in the most up-to-date site security available. This subsequently enables you to make purchases with total peace of mind, safe in the knowledge that your payment and personal details are protected in a completely secure environment.
What happens next after placing an order?
An “Online Order Acknowledgment” will then follow by email from Cousins. At this stage your order has been processed. The acknowledgment contains your billing and delivery details, along with an order summary of the items you wish to purchase. It will also inform you of your unique online order number (prefixed with WEB ….) and Worldpay payment reference number. Please note, there is no need to reply to this correspondence.
Once all of your order details have been checked and authorised, an “Order Confirmation” will be sent by email formally accepting your order. At this stage, we can confirm the availability/estimated lead time for all items purchased. Once again, there is no need for any response.
When all of your purchased items are available to deliver, we will email your “Delivery Advice” and contact you by telephone to arrange a suitable delivery date.
Can I amend an order?
If you wish to change an order in any way, please email our online office on online@cousinsfurniture.co.uk or telephone 0845 9014000 during office hours.
We will do our best to accommodate any requests. Early alterations are often possible if your goods haven’t already gone into production. If, however, they are being made then we are bound to accept them, making any changes subject to a restocking charge if you still wish to proceed with the amendments.
Please note that any changes to an order may delay your lead time and also alter the price on your confirmation (if there has been an increase).
How do I progress my order?
Once your order has been confirmed, our order progressers will monitor its progress and, in the unlikely event, advise of any unanticipated delay by email.
If, for any reason, you wish for an update, please email our online office.
ON DELIVERY
When will my purchases be delivered?
The availability of the products that you select is clearly displayed on the product page and on your order. However, this cannot be confirmed until your order has been checked and processed, i.e. when you receive your “order confirmation”. Items are allocated on a strictly first come first served basis.
On entering “Your Details”, if you have purchased multiple items, you can group them into separate deliveries so that they will be delivered individually as they become available or in however many deliveries you stipulate. This will increase the cost of delivering your order.
Otherwise, you will receive a single delivery once all of your items are in stock. For example, if you have ordered 3 items with varying lead times of 7 days, 2-4 weeks and 6-8 weeks, your expected delivery time will be 6-8 weeks, unless you select individual deliveries.
Arranging delivery
You will always be sent a “Delivery Advice” by email once we are ready to deliver and contacted by telephone to arrange to pay any outstanding balance and a suitable delivery date. Please note we will always try to deliver on the next available delivery day to your area and are unable to hold your items in stock.
About our delivery service:
As explained in When will my purchases be delivered? you can stipulate whether you want to receive split deliveries, as products come into stock, or a single delivery once everything is available.
Depending on the size and weight of your goods, they will either be delivered by courier or by a 2 man delivery team.
Our delivery service covers the whole of the U.K., although the islands off the mainland do have a more restricted service.
Each delivery is chargeable dependent on the distance of your delivery address from your nearest Cousins’ distribution centre.
Delivery to post codes within 40 miles of your nearest distribution centre will be charged at £39.
All other post codes incur additional charges as the order will be sent with an outside delivery service. Full details of the cost of these deliveries will be shown at the checkout.
Delivery Charges
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By Courier
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Delivery
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Anywhere in U.K.
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Anywhere in Mainland U.K.
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Charge
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1 parcel
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£ 8.50
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Furniture Delivery
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£39.00
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2-3 parcels
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£17
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4+ parcels
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£8.50 per parcel
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It is your responsibility to ensure clear and sufficient access to the room to which you would like your new furniture positioning.
On the day of delivery, you will be contacted first thing by your delivery crew to advise you what time of day they will arrive. They can, if you wish, also give you notice, by whatever time period you request, just before they arrive.
On a 2 man delivery, your furniture will be placed in the room of your choice, unwrapped and the packaging taken away if you wish. The delivery team will also do any minor assembly, i.e. screwing the legs onto a dining table, linking a split 4 seater sofa.
If you do require the fitting of self-assembly furniture, special arrangements should be made at the point of sale and will be subject to an extra charge.
Please note you are also able to collect your goods from one of our distribution centres.
What if I’m not in when you deliver?
The delivery team will attempt to phone you if you are not in when they arrive. If there is no response, they will leave a card advising you where to contact to arrange an alternative date.
There will normally be an additional charge for re-delivery.
Can you take my old furniture away?
Unfortunately, we are unable to take your old furniture away, preferring not to handle new furniture with old.
However, if you are having difficulties disposing of it, your local council will be able to assist you.
In the areas local to our stores, we use registered charities who would willingly collect your furniture, as long as it is reusable, for a worthy cause. If you need details, please contact us by email.
Can I collect my furniture?
You can collect your furniture, by prior arrangement, from one of our distribution centres, either in Oldbury (Birmingham) or Sharston (Manchester).
Part deliveries
We do not normally perform part deliveries, unless this is requested. It is normal procedure for us to deliver all of your items together once they are all in stock.
However, if you have ordered multiple items, you can choose to have them delivered individually once they become available but you will be charged each time.
ON CANCELLATIONS, RETURNS AND REFUNDS
What is your Cancellations Policy?
See Sections 5 and 6 in the Terms and Conditions of Supply
How does your Returns Policy work?
See Section 7 in T’s and C’s of Supply
SERVICE REQUESTS
How do I report a quality problem?
If your products are found to be defective or damaged in any way at the time of delivery, it should be reported by our delivery team who will then communicate the details to our Customer Service Department.
If a defect is discovered after delivery, you must contact us by email within 3 days of the delivery or, in the event of a latent defect, within 3 days of the date upon which it is discovered.
Our Service Policy
As you would expect, we have a professional Customer Service Department, including skilled upholsterers and French polishers, fully equipped to effectively resolve any service requests you may have.
Upon receiving a service request, we will arrange to inspect the product concerned. Please do not make any use of it, or make any other arrangement until we have been given the opportunity to inspect and investigate.
If, upon inspection, we agree that the item is defective and we are unable to repair the item to manufacturing standards, we will arrange for the exchange and collection of the item for a replacement.
Please note that once unwrapped, beds/divans and mattresses are excluded from our Returns Policy for health and hygiene reasons.
Self-assembly and flat pack furniture cannot be accepted for return once partially assembled, unless the product is proved to be defective.
CONTACTING THE BUYONLINE TEAM
By email: online@cousinsfurniture.co.uk
By phone: 0845 9014000
Office Hours: Monday – Friday 9 a.m. – 5 p.m.