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FAQs
Here are some of the questions that our friendly customer services team answer every day. If you don’t find the answer to your query here, you can give us a call on 1 844 395 6253 or email custserv@cotswoldcollections.com
Postage, Packaging & Delivery
Can I have my order express delivered?
We can offer a bespoke express delivery service (4-6 days excluding weekends) on orders to United States at an additional cost. To arrange this please contact Customer Services 1 844 395 6253.
Please note, your delivery will have to be signed for and the request for this service must be made by 9.30am EST on the day of despatch.
How much will my delivery cost?
Our postage and packing rate to United States is $15 for orders up to $200. To introduce you to our collection, we are offering free shipping on orders with a value over $200.
How long will it take to deliver my order?
We aim to despatch all orders within 2 working days, however to avoid disappointment, please allow 7-10 working days.
Who do you use to deliver your goods?
We will use in the majority of instances USPS to deliver our goods to you.
How are your goods sent?
We take great care to ensure your items reach you in good condition. They are usually sent in a cardboard box or for very small items in a plastic package.
Do you deliver to other countries?
Yes we do. The postage and packaging charge for the UK is $10.70 using Royal Mail Tracked 48 service. For the rest of Europe it is $21.60 and for the Rest of World it is $54.00.
Please note, for shipments to the United States we have an agreement with our courier to pay any import duties prior to delivery.
If you are requested to pay import duties, please contact us. For all other countries local import duties may be payable on receipt of your order.
Do you offer gift vouchers?
Gift vouchers are currently not available for orders outside of the United Kingdom.
Can I get my order shipped to a different address?
Yes, you have the option to enter a shipping address that differs to your billing address during the checkout process.
Please ensure you review your order to confirm both billing and shipping address before proceeding.
I haven't received my order, what do I do?
Please check your order status under your account details to check if your order has been despatched.
If this indicates it has been sent, please then contact customer services 1 844 395 6253 who will be able to provide an USPS tracking number for your parcel and status report.
Order Status
I've changed my mind and want to alter my order, how do I do this?
Please call our customer service line on 1 844 395 6253 Monday to Saturday 4.00am to 12.30pm EST, where one of our operators will be pleased to answer your query. Alternatively, you can e-mail us at custserv@cotswoldcollections.com and we will address your request.
Exchanging Items
Can I exchange items?
Certainly. We have a return policy of 14 days and provide an address label with our despatch note. When making an exchange please complete our returns form and include this in your parcel. We recommend when sending a parcel back you obtain a postage receipt.
Will I be charged delivery again if I exchange an item?
No, we offer this service free of charge and will not charge you additional postage.
What happens if the item I wish to exchange has a different value to the replacement item?
If the value of the item being exchanged is greater than the item being returned, please supply your credit card details on your returns form where indicated with details of the exchange required. If the value of the item being exchanged is less than the item being returned, we will refund the difference in the same manner as you paid for the original item.
Returning Items
If an item is faulty, what do I do?
Please contact our customer service department on 1 844 395 6253 Monday to Saturday 4.00am to 12.30pm EST, where one of our operators will be pleased to answer your query. Alternatively, you can e-mail us at custserv@cotswoldcollections.com and we will address your request.
If I am buying an outfit, and one item as part of the outfit is delayed, can I wait to return the whole outfit if it is unsuitable?
Yes our 14 day return policy is actioned from the time that you receive the final garment.
Can I return an item bought in the sale?
Sale garments can be returned in accordance with the Consumer Contracts Regulation.
How do I return my order?
We provide instructions and a trackable USPS address label with your despatch note. Please when making a return, complete our returns form and include it in your parcel and take it to your local Post Office.
Please do not forget to obtain a receipt of postage from the post office as proof of your return and retain the Online e-Label Record.
To obtain a replacement USPS address label click here
How long will it take to process my return?
Returns usually take 10-15 working days to reach our warehouse in the UK, where your parcel will be dealt with promptly.
Do you offer free returns?
As part of our introduction to Cotswold Collections we are offering a free returns service via USPS. We may request proof of postage.
How do I cancel my order under the Consumer Contracts Regulations (Formerly Distance Selling Regulations)?
We require a written confirmation within 14 working days in accordance with the requirements for notification as defined under these regulations.
VAT, Duty and Taxes
Will I be charged VAT?
On the UK website, the sterling prices shown are inclusive of VAT for shipments to the UK (including the Channel Islands) and when totalling your order any adjustment for VAT will be made when the shipping location is defined. However for shipments outside the UK (and Channel Island) zones the sterling prices displayed are exclusive of VAT.
On the US website, the dollar prices shown are exclusive of VAT.
We have a commercial agreement with our courier to pay any import duties prior to delivery (DDP). If you are requested to pay import duties or local taxes, please contact us.
Will I have to pay import duty or taxes for my country of residence?
We have a commercial agreement with our courier to pay any import duties prior to delivery (DDP). If you are requested to pay import duties or local taxes, please contact us.
Do your prices shown on your website include VAT or not?
VAT will be charged in accordance to the prevailing VAT values, regulations and guidance at the time of your order and according to where the order is being sent.
On the UK website, the sterling prices shown are inclusive of VAT for shipments to the UK (including the Channel Islands) and when totalling your order any adjustment for VAT will be made when the shipping location is defined. However for shipments outside the UK (and Channel Island) zones the sterling prices displayed are exclusive of VAT.
On the US website, the dollar prices shown are exclusive of VAT.
On the IE website, the euro prices shown are exclusive of VAT.
Miscellaneous
Do you have any retail stores?
No we currently do not have any retail stores.
What is a backordered item?
This is an item on your order for which we currently have no stock available, but are awaiting a delivery of further stock.
If I have a backordered item, do I have to pay postage again?
No, there is only one postal charge per order.
How do I find out if a product that is currently out of stock will be available in the future?
All of our products are unique and exclusively designed and manufactured for Cotswold Collections.
This does mean that stocks may be limited; but we will endeavour where demand is great to reorder items for our customers if it is possible to do so.
Please contact our customer services team who will try to assist you further if an item you desire is unavailable.
Call our customer service line on 1 844 395 6253 Monday to Saturday 4.00am to 12.30pm EST.
Alternatively, e-mail custserv@cotswoldcollections.com
During Checkout Process
My payment has been declined?
Please double check your card payment details carefully to ensure that the information you have used on your order corresponds with your card.
If having checked your card you get a declined message, please contact your bank. If you are ordering from abroad inform them you are ordering from a UK website.
If you still get a declined message, please consider using an alternate card if possible.
Finally, if all else fails, please contact us and we will try to assist you further.
What is Mastercard Securecode or Verified by Visa?
Cotswold Collections has introduced Verified by Visa and Mastercard? SecureCode" to give our customers even more confidence when shopping online with us. These services enhance your existing card account against unauthorised use when shopping online.
To use this service, you must first register with the bank or other organisation that issued your card. To find out more about these services:
Visit the Verified by Visa websiteVisit the Mastercard? SecureCode" website
Once you've registered and created your own private password with your card issuer, you'll be prompted automatically at checkout to provide this password each time you make a purchase. Please note: Your Verified by Visa or Mastercard? SecureCode" password is not your cotswoldcollections.com account password. Cotswoldcollections.com does not have access to your Verified by Visa or Mastercard SecureCode" password.
Technical Process
What are cookies?
Our website uses cookies (small text files stored on your computer) to enable tracking of basket contents and recognition when you return to the website. These do not contain sensitive information about you.
You can disable cookies on your Internet browser software and our site will continue to work but with reduced functionality.
PLEASE NOTE: Cotswold Collections does not share any cookie information with third-parties.
Is it safe to order online?
This site has chosen a GlobalSign SSL Extended Security Certificate to improve website security. Many people have concerns over Internet security, and in particular when this is to do with online shopping. In order to try to alleviate your concerns, our security principles are given below:
- Any information collected for the purpose of online shopping or ordering is transmitted using a secure protocol. In other words the information is encrypted ("scrambled") while in transmission, and can only be de-crypted by ourselves.
- Any information held by us is stored on a secure server and is not released to any other organisation
- If you would like to verify our secure server please click on the GlobalSign image at the bottom of this page.
If you have any specific concerns about security please email us and we will try to help. You will see the small yellow padlock sign on the 'Payment' page in the bottom right hand corner of your status bar as proof that our site is secure for credit card details.(For Internet Explorer 7 and above users, this is displayed to the right of the address bar).