Delivery Policy
Last updated: 21 October 2026
Delivery has two halves — before the parcel leaves us and after — and in each half there are things we do and things only you can do. That gives four short lists, and this policy is those four lists. It applies together with our Returns & Refunds Policy.
Before dispatch — what we do
Confirm your order within minutes. You'll receive an order confirmation by email as soon as you've paid; it lists your items, the total and your delivery address. If it isn't in your inbox within an hour, check your spam and promotions folders.
Process it within 1–3 working days. We confirm the order, check the details, pack and hand the parcel to the carrier. Working days are Monday to Friday, excluding bank holidays — a Thursday-evening order starts processing on Friday, and a weekend order on Monday. Around Black Friday, Christmas, cold snaps and promotions, processing can take up to 2 additional working days. The processing time is the time the fulfilment centre needs to pack your parcel, not a period during which the order is on hold.
Email you a tracking number. On the day the parcel leaves the fulfilment centre you'll receive a dispatch confirmation with your tracking number. An order with several items may be sent as separate parcels on different days, each with its own tracking number and its own email, at no extra charge.
Deliver for free, within the United Kingdom. We deliver to addresses in the United Kingdom only — we don't ship abroad and can't forward a parcel abroad after dispatch — and delivery is free on every order, with no minimum. Nothing is added at checkout and nothing is collected on delivery; the only line that can be added is optional Shipping Protection, if you select it yourself. All prices are shown in pounds sterling and include VAT where applicable, and the total at checkout is the total you pay. A message asking you to pay to release a parcel isn't from us — our emails come from an address ending in @cosycombe.com.
Before dispatch — what you can do
Check the address before you pay. Full name, street, flat or unit number, town and postcode, plus a phone number for the carrier. An incorrect or incomplete address is the single most common cause of a delayed or returned parcel.
Change or cancel within 5 minutes. Every confirmed order is passed to our fulfilment centre automatically and enters processing within minutes. That's why an order can only be cancelled or changed within 5 minutes of being placed — after that we're unable to stop, change or retrieve it, and that includes the address. Email support@cosycombe.com straight away with your order number and "CANCEL" in the subject line. The time your email reaches us is what counts, and we confirm every cancellation in writing. Requests that arrive after 5 minutes can't be processed as cancellations — including if you've changed your mind, found the item elsewhere or are worried about the delivery time — and we'll send you our return instructions instead: after delivery you can return the item under our Returns & Refunds Policy, at your own cost, to our returns centre in the United States. Refusing or not collecting the parcel doesn't cancel the order (see "After dispatch — what you can do").
Add Shipping Protection if you want it. Shipping Protection is an optional add-on at checkout, shown as its own line before you pay and never included unless you select it. It covers your parcel against loss or damage during transit, as described at checkout: in those cases we send you a replacement free of charge, without you pursuing a carrier claim yourself. The Shipping Protection fee is non-refundable once your order has been dispatched — including if you return the order, or part of it, later. It's only refunded when an order is cancelled within the 5-minute window.
After dispatch — what we do
Get it to you in an estimated 3–5 working days. The transit clock starts on the dispatch date, not the order date, so allow 4–8 working days in total from the day you order. These are estimates based on carrier performance rather than guaranteed dates: adverse weather, carrier delays, bank holidays and customs inspections can add time, and standard delivery has no date selection. A delay within or shortly beyond the estimated window isn't a reason to cancel an order.
Investigate a late parcel, and replace a lost one. If tracking hasn't updated for 10 working days, or your parcel is more than 7 working days past the estimated delivery window, we open the enquiry with the carrier once you've emailed us your order number — that's ours to make, not yours. An enquiry can take up to 10 working days. If the carrier confirms the parcel is lost, we send you a replacement free of charge; a refund is only issued if a replacement is no longer available.
Raise a claim when tracking says delivered and you have nothing. A "delivered" scan is evidence, not a verdict — scans sometimes run ahead of the actual delivery or land at the wrong door. Once you've checked around and told us within 7 days of the scan, we raise a claim with the carrier. We look into every case; where the carrier provides proof of delivery to your address (GPS scan, photo or signature), the outcome of the carrier claim determines whether a replacement can be issued. If you added Shipping Protection, its terms apply.
Replace a parcel that arrived damaged. With your photographs in hand (see below), we file the claim with the carrier ourselves. Confirmed transit damage is resolved by sending you a replacement free of charge, not by a refund (see our Returns & Refunds Policy, "A different route").
Re-ship or refund a parcel that comes back. Parcels that can't be delivered because the address was incorrect or incomplete, or that aren't collected from the delivery office or pickup point in time, are returned to the carrier's origin facility. This isn't a cancellation or a return. Once the parcel has reached the fulfilment centre again we can re-ship it at cost, or refund the order minus the carrier's charges for the failed delivery and return.
After dispatch — what you can do
Give the tracking a few days. The carrier normally scans a parcel for the first time at the first sorting hub, not when it's collected from us, so allow 2–5 working days for the first scan, and expect a gap of a day or two between scans mid-route. If part of your order seems to be missing, check your emails for a second tracking number before writing to us, and wait until every parcel shows delivery.
Collect it in time, and accept it. If there's nobody in, the carrier may leave the parcel with a neighbour, in a nominated safe place, or at the local delivery office or pickup point — the card or notification says which, and how long it's held. Neither you nor we can extend that period, so act on the card the day it appears. Refusing a parcel at the door doesn't cancel your order, and isn't treated as a return: refused parcels go to the carrier's origin facility rather than to our returns centre and often can't be recovered, so a refund can only be considered once a parcel has actually been received back. If you no longer want your order, accept the delivery and follow our Returns & Refunds Policy.
Look for a "delivered" parcel, then tell us within 7 days. Check by the front door, in the porch, in any nominated safe place, with neighbours, with others in the household and with a concierge or building manager, and look at the carrier's proof of delivery. If it hasn't appeared, email us within 7 days of the delivery scan.
Photograph damage within 3 working days. Inspect the delivery on arrival. If the outer packaging or the item is damaged, keep all packaging and email us within 3 working days of delivery with your order number and photographs of the item, the outer packaging and the delivery label — taken before the box goes out for recycling. Those three photographs are what the carrier claim rests on; we're unable to accept claims without them or after 3 working days.
Write to us after 10 working days of silence. If tracking shows the parcel moving, give it a little more time. If it hasn't updated for 10 working days, or the parcel is more than 7 working days past the estimated window, email us with your order number and we'll take it from there.
Customer service
Customer service hours: Monday to Friday, 9:00 am – 5:00 pm (local time). Closed on Saturdays, Sundays and bank holidays. We reply within 2 working days.
Email: support@cosycombe.com