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- Help - Questions about your order
- Home >
- Help - Questions about your order
My Order Questions
I have ordered the wrong product, what should I do?
If you realise you’ve made a mistake within an hour of placing your order on-line, please call us (between 8.30am and 5.30pm Monday to Friday and 9am and 1pm on Saturdays) on 01458 447275. Outside of these hours please email us at firstname.lastname@example.org. We’ll do our very best to cancel or amend your order. However, because we aim to process orders within 24 hours it may be too late. If this is the case you’ll need to follow our returns procedure and return the goods for an exchange.Top of page
I haven’t received my order, what should I do?
If you haven’t already done so, it’s worth checking with your local Royal Mail delivery office to see if they’re holding your parcel. Occasionally cards aren’t left when deliveries fail.
We generally allow 10 working days from despatch before we resend a parcel so if you haven’t received the delivery by then please call 01458 447275 or email us at email@example.com
and we will send your goods again.
You’ve sent me the wrong item, what should I do?
If we’ve sent you the wrong item by mistake, please call us on 01458 447275 and we will arrange for the correct item to be re-sent to you and for you to return the incorrect item free of charge. If you would prefer to email us at firstname.lastname@example.org, please ensure that you include either your order number or name and address.Top of page
The goods I have received are faulty or damaged. What should I do?
If the goods we have sent you are faulty or damaged, please call us on 01458 447275 and we will arrange for the goods to be returned for inspection at no cost to yourself. We will also arrange for the replacement item to be re-sent for you. If you would prefer to email us at email@example.com, please ensure that you include either your order number or name and address within the e-mail along with details of the damage or fault.Top of page
How do I use an offer code that I’ve received?
Simply add the product(s) you want to buy to your shopping basket by clicking the “Add to basket” button. You can add the offer code at basket level by clicking on view / edit basket. Alternatively, you can add the offer code when you check out.Top of page
What can I do if I’ve forgotten to apply an offer code to an order I've already placed?
Please contact our Customer Services team who will be able to discuss this with you further on 01458 447275 (between 8.30am and 5.30pm Monday to Friday and 9am and 1pm on Saturdays).Top of page
I am ordering from outside the EU, do I have to pay VAT on the goods I am buying?
If you are ordering goods from outside the EU and are having the goods sent to the same destination then you will not be required to pay VAT on your order. VAT will automatically be deducted during the check-out process once a country outside the EU has been selected.
Please note that we are unable to mark items as a gift and that you are liable for any import duties that may be payable.Top of page
The country I am ordering from is not listed, what should I do?
The country I am ordering from is not listed, what should I do? We may be unable to deliver to your country or may have to offer different delivery charges than those currently listed. Please email us with details of your order and delivery address and we will get back to you within 48 hours (Monday to Friday only) explaining whether or not we are able to proceed with your order.
Please note we are unable to despatch to the US or Canada.Top of page
Can I order from Cosyfeet and pay in a different currency?
When ordering on-line you can pay for your goods in Euro’s or Dollars if you prefer, regardless of where you are ordering from. To view all our prices in Euro’s or Dollars click on the relevant symbol at the top of the screen. Our Euro and Dollar prices are based on a fixed exchange rate which is regularly reviewed. Payment will be deducted from your debit or credit card and will usually show on your card statement in the currency of your country (if this is different to the currency you have selected online it will be converted by your card issuer using the current exchange rate).Top of page
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