Frequently asked questions


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. 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.

You will be directed to the delivery screen where you will need to provide your contact details and preferred delivery address. Your delivery charge will then be calculated depending on your delivery post-code.

As you continue to the final payment screen, this details the grand total of your order and asks for your card and payment details. 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 PayPal, debit or credit card on our Secure Trading online site. You will receive an automatic email confirming that your payment transaction has been processed.

We can take telephone orders.

We are also able to offer a regular payment option, this is not currently online, please call us for details on 0845 9014000* during office hours.


Do you offer finance options or interest free credit?

We do offer a number of finance options including 12 months interest free credit. If you are interested in our finance options and which would be most suitable for you, please contact our stores on 0845 901 4000*.


How safe is shopping on cousins-furniture.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 should I do if my card is declined?

For security purposes our payment system will only accept a delivery address identical to the billing address. We are also unable to accept American Express credit cards as a form of payment.

We are able to place an order for customers via telephone if an alternative delivery address is necessary for your order, provided proof of address is forwarded to us.

If you wish to pay by any other means, please email our online office or telephone 0845 901 4000* during office hours.


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 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 online team 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 online@cousinsfurniture.co.uk.


DELIVERY

Where do you deliver to?

We deliver to the UK mainland, the Highlands and Islands, including the Channel Islands, the Isle of Wight and the isle of Man.


Are you able to ship orders internationally?

Unfortunately as we are a UK based business we do not ship orders internationally. Any orders placed with us can only be delivered as far as some of the islands and parts of N.I, however this service is restricted.

For further information of areas we are able to deliver please contact us via email.


How is the delivery charge determined?

The delivery charge is calculated based upon your location. This will be made clear on the delivery screen during the online ordering process.

If you would like to see details of how much your delivery will be please see the delivery charges table in the our Delivery & Returns section.


Can I collect from your store?

Whilst this option is not available for online orders, if you would like to collect your order from either our Tyseley, Dudley or Manchester stores, or our Oldbury or Manchester warehouses, please contact us via email or telephone prior to placing your order online.


Can I change my delivery date?

If you are unable to accept delivery on the date agreed please contact us at the earliest instance to reschedule a suitable delivery date. Please be aware our delivery vans are locked and orders prepared for delivery the day prior to delivery. In this time frame we cannot guarantee we are able to reschedule your delivery. If you do need to reschedule please contact us as soon as possible.


Can I choose a time for delivery?

Unfortunately we are unable to arrange a specific time when scheduling a suitable delivery date with you. Whilst we can do our best to try to accommodate your preference for a morning or afternoon slot this cannot be guaranteed.

On the date of delivery the delivery driver will call you first thing in the morning to inform you of your timeslot for the day.

For further information on our delivery process, please see our Delivery & Returns section.


How and when will I be contacted to schedule delivery?

If the items you have ordered are in stock at our warehouse you will be contacted at the earliest convenience to schedule a suitable delivery date. If your purchase(s) is on order with our supplier you will be contacted via telephone or email to arrange a suitable delivery date when it has arrived at our warehouse and is ready for delivery.

If you have varying lead times for the items you have purchased i.e. 2-4 weeks and 5-7weeks, you will be contacted once the item due in 5-7 weeks has arrived from the supplier.

For further information on our delivery process, please see our Delivery & Returns page.


Do you deliver at weekends

Saturday deliveries are possible where our own vans are used. However please note these are popular so this may take longer than a weekday delivery.


Can you take the packaging away?

On a 2 man delivery, the packaging can be taken away if you wish.Unfortunately, where we use a courier service this will not be possible.


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.


CANCELLATIONS

How do I cancel my online order?

If you need to cancel your order within 14 days after the date of delivery for your order please fill out the cancellation form and send this to us either by post or via email.

For further details on our cancellation policy please see Sections 5 and 6 in the Terms and Conditions of Supply.


RETURNS

How does your Returns Policy work?

See Section 7 in T’s and C’s of Supply


SERVICE REQUESTS

What if I find a fault with my product?

If you have a fault or damage to an item upon delivery, please alert the delivery driver who can report this back to our Customer Service department.

If a defect is discovered after delivery, please contact our Customer Services team within 3 days of delivery date, or in the event of a latent defect, within 3 days of the date it is found.

Our Customer Service department can be contacted via email on Customer.Services@Cousinsfurniture.co.uk.

For full details please see our Service Policy in our Delivery and Returns section.


Do you offer an assembly service?

Much of our furniture is already assembled, however the product page will indicate where self assembly is required.

If you are interested in an assembly service, please call us on 0845 901 4000*, and we would be happy to quote for the item.


Can I order a fabric sample?

Quite often, this is possible, please call us during office hours on 0845 901 4000*.


MY ACCOUNT

How do I come off of the mailing list

Log into your account, and un-tick the mailing list tickbox. Alternatively please email us on online@cousinsfurniture.co.uk.


How do I reset my password

Click onto the "account" link, then select the "forgot my password" link. You will be asked for your email address, and an email will be sent with instructions for resetting the password.


CONTACTING THE COUSINS TEAM

By email: online@cousinsfurniture.co.uk

By phone: 0845 9014000

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