Frequently asked questions



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.  You will then be asked to register or log-in if you already have an online account with us. After this you will be directed to the delivery screen. At this stage you will be asked to provide your contact details, as well as your preferred delivery address. Your delivery charge will then be calculated depending on your delivery post-code.

After confirming your delivery details, you will proceed to the final stages of checkout where you will be offered the opportunity to purchase on of our recommended care programmes. You can choose to accept or decline these care programmes before continuing towards the payment screen.

You will then continue to the final payment screen which details the grand total of your order and asks for your card and payment details.  You will also confirm your acceptance of our Terms and Conditions, and you will be asked to ensure that you have checked your home for appropriate accessibility.

Once you are happy with the details of your order, you will select "Make Payment of £xxx" which allows you to proceed to our Secure Trading 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 Trading 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

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 "Order Confirmation" 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 and will direct you to our online tracking facility should you wish to follow the progress of your order online.  Please note, there is no need to reply to this correspondence.

Once all of your order details have been checked and authorised, a delivery e-mail will be sent where 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 contact you by telephone or e-mail 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 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 at



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. after you receive your “order confirmation”, in a second delivery e-mail.  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

We will contact you by telephone or e-mail when your goods are ready to deliver, in order to arrange a suitable delivery date for you. 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 location of your delivery address and will be calculated accordingly at the checkout. Any postcodes that fall outside of our UK postcode zone 1 will incur an increased charge as the order will be sent with an external delivery service. For more information on these postcode zones, please e-mail

Delivery Charges

Product Type Uk Shipping Zone 1 UK Shipping zone 2 UK Shipping zone 3 Offshore
Accessory £6.00 £9.00 £12.00 £18.00
Non-accessory £39.00 £59.00 £79.00 £120.00
Accessory and Non-accessory £39.00 £59.00 £79.00 £120.00

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.

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.

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.



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



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.



By email:

By phone: 0845 9014000

Office Hours: Monday – Friday 9 a.m. – 5 p.m.

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