Frequently Asked Questions

You can place an order through our website 24 hours a day, 7 days a week! Simply browse through our website, add a product to the cart and then checkout.

If you are a returning customer sign in to your account and start shopping! By signing in, this will have your details saved and pre-populated during checkout.

If you are a new customer, we recommend that you create an account so you can view your recent orders, save payment information and your delivery address for a faster checkout. Alternatively, you will have the option to checkout as a guest.

You can add extra items to your order as long as your order hasn’t already been dispatched. You will receive an email confirming the dispatch of your order along with a delivery tracking number.

If you have already received this dispatch email from us, you will need to place a new order through our website.

If you haven't received this email, please get in touch with us as soon as possible and we can create a separate invoice for any additional products that you wish to add to your order.

You can cancel your order if you notify us prior to the parcel being packed and dispatched to the courier. Simply send a message to us and we'll check the progress of your order and advise if it can be cancelled.

Unfortunately, once an order has been dispatched, we are unable to recall the parcel and cancel the order. If your order is already on its way to you, then you will need to request a return.

If a product is temporarily out of stock and we have an expected delivery date we occasionally make it available to pre-order via our website. For pre-order products, at the top of product description we will state an expected delivery date. Please note, any dates outlined on our website are subject to change and are not guaranteed. We suggest you order as soon as possible to avoid any disappointment. You will then be notified by email once your order has been dispatched.

Nobody wants a loved one to receive a gift and for them to see the price you've paid. Don't worry, we don't include any invoices in our deliveries, meaning that no prices will be visible to the recipient of your gift.

Yes you can! We offer free printing of a gift messages onto the Coates & Warner delivery note that is placed in every order we dispatch. To add a gift message, simply click open the shopping cart and click 'Add a Gift Message' link above the checkout button. Write your gift message in the box provided and then press the 'Save Gift Message' button. We'll then take care of the rest!

We run special promotional discounts throughout the year, which we advertise across our social media platforms, over email and on our website.

We also offer a 10% discount on your first order when you subscribe to our email newsletter. Please note, every customer receives a unique promotional code that is only valid when used in conjunction with the email you subscribed with. We reserve the right to withdraw all discounts without prior written notification.

When you have reached checkout, your promotional code must be entered in the ‘Gift Card and Discount Code’ box which appears under your order summary. Once you have entered your promotional code, the value will be discounted from the order total.

No, you can only use one promotional code at a time. Free UK delivery is automatically applied once your shopping cart reaches the threshold value. You are able to apply a promotional code in conjunction with free UK delivery.

When you receive a promotional code from us via email, please copy and paste the code from the email into our website checkout to ensure it works correctly. Often, our promotional codes include the letter o that can be mistaken for a zero, copy and pasting it prevents any errors being made. All of our promotional codes have exclusions and expiry dates, please check that your code has not expired and is valid on the product you're wanting to purchase. If your code still does not work, please get in touch with us.

Unfortunately at this time, we are unable to process a promotional code after an order has been placed and no refunds will be provided.

We offer a 10% discount for all Blue Light Card holders. Please get in touch with us so we can provide a unique discount code that you can enter at checkout. Please note, we will require a photo of your Blue Light Card prior to providing a discount.

Our e-gift vouchers are valid for a period of 2 years from the date of purchase, and our printed gift vouchers are valid for a period of 1 year from the date of purchase.

To spend your gift voucher, add the products that you'd like to order to your shopping cart. Once you're happy with your order, open the shopping cart and click checkout. When you have reached the checkout screen, your gift voucher code must be entered in the ‘Gift Card and Discount Code’ box which appears under your order summary. Once you have entered your gift voucher code, the value will be discounted from the order total.

If you have lost the email gift card you received simply get in touch with us and a member of our team will be able to assist. In most instances, following the provision of a number of personal details, we can locate your egift card and resend an email to you with containing the gift code.

If you've misplaced your printed gift voucher please get in touch with us and a member of our team can help. All printed gift cards feature a unique code that we can access and reprovide to you via email.

We accept a wide range of payments through our online store, including Visa, Mastercard, Maestro, American Express, Google Pay, Apple Pay, PayPal, Klarna and Clearpay.

All of our debit or credit card payments are processed securely and are fully encrypted, ensuring that your payment details are secure.

Unfortunately we are unable to accept cash, cheques or bank transfers as payment methods for online orders at this time. 

If you are having problems placing your order, there are several things you can do to resolve a declined payment. Please check your card number, expiration date, billing address and postcode were entered correctly. Often a transaction will be declined if the post code you enter at checkout does not match the post code your payment card is registered to. If you continue to have problems please get in touch with us.

We do not currently offer an option to pay by finance. However, we do offer flexible payment options that are provided by Klarna and Clearpay.

Selecting Klarna at checkout will present you with two flexible payment options; either buy now pay later in 30 days, or pay in 3 interest free instalments.

Selecting Clearpay at checkout will enable you to pay for your order in 4 interest free instalments, spaced 2 weeks apart.

We offer free mainland UK delivery on all orders over £50. Delivery under £50 is charged at a flat rate of £4.00. Delivery charges will be calculated once you reach checkout based on what products are in your shopping cart. Free delivery is automatically selected at checkout and no code is required. All free delivery orders are dispatched with Evri.

For more information about our delivery options, please head to our delivery page.

Yes we do! We've partnered with DPD to offer express UK mainland delivery on selected products. Express delivery can be selected at checkout and orders arrive within 1-2 business days.

All orders that are to a delivery addresses in UK are delivered by either Evri, DPD or The Royal Mail. At checkout you'll be given different courier options, from Evri Standard Mainland UK Delivery to DPD Express Mainland UK Delivery.

Yes we do! At checkout, select 'ship to pickup point' and you'll be presented with local Evri pickup points where you can have your order delivered to. To collect your parcel, you'll require the QR code that Evri email directly to you and a form of ID.

For standard mainland UK deliveries please allow 2-4 business days for your order to arrive (please note, this delivery time scale is for in-stock products only and not products that are available and marked as pre-order).  

For express mainland UK deliveries please allow 1-2 business days for your order to arrive.

We aim to process orders within 1 working day, although at busy times this may take slightly longer. Once your order has been packed and dispatched to the courier, you will receive an automated email that will include a summary of your order and a tracking number.

If for any reason your order hasn't arrived within the expected timescale, then please do not hesitate to contact us.

If you have entered the wrong delivery address at checkout please contact us as soon as possible. We are able to change the delivery address for an order prior to it being dispatched. Once an order has been dispatched to our courier, sadly we are unable to make any changes.

You will receive two emails from us once you have placed your order. The first email confirms your order has been processed and received. The second will notify you when your order has been dispatched to our courier, this email will include your parcels tracking information. You will need to copy your tracking number and paste it into the courier’s tracking page to be able to access tracking information on your parcel.

Yes, we deliver worldwide! At checkout, simply select your destination country and the delivery cost will be automatically calculated.

For further information on international deliveries, please read our delivery policy. If you are unsure whether a product can be delivered to your country; or if your country is not listed on our website, please do not hesitate to get in touch with us for a custom delivery quote.

All of our packaging is fully recyclable. Our cardboard boxes, kraft paper tape and cardboard bubble wrap can all be recycled at home. For more information on our sustainability, please read our enviromental guide.

We do try to recycle a lot of our packaging. Therefore your goods may not always be sent out in a brand new box but we always ensure every box is fit for purpose.

You must notify us within 14 days of the receipt of your order if you wish to return goods and they must then be returned to us within 28 days of receipt, undamaged and in their original packaging.

Once we receive your return request, a member of our team will be in touch to organise the return of your order. Please be aware that the cost of return postage is the customer's responsibility, unless you receive a faulty, damaged or incorrectly despatched item. Please note, you are the owner of the goods being returned until they reach us, so please ensure you package your return to prevent any damage to the item(s). We would recommend that you obtain a certificate of postage in case for whatever reason the parcel fails to reach us, or arrives damaged. For more information please read our return policy.

It is rare that you will receive a faulty or incorrect item, but mistakes can happen. Please fill in our return form within 14 days of the date that you received your delivery and we will reply to you within 48 hours. Please note, if you receive a damaged item you will need to send a picture via email to us prior to any refund or replacement being issued.

In the rare occasion that a product is missing from your delivery, we will investigate if this product was dispatched in your parcel prior to dispatching a replacement or refunding you for the missing product. To identify if the product has been dispatched we review the weight of your parcel at the point of dispatch, and conduct a stock count. If it is established your product has gone missing during transit with the courier, we will report this and it can take up to 28 days for a resolution to be agreed.

We do not currently offer exchanges. Simply return any unwanted items to us for a refund and then place a new order on our website. 

Once the returned goods reach us, we will refund the original debit, credit or payment method used for the purchase. You will receive an email confirmation that the return has been received and a refund has been processed. Refunds usually take between 3-7 business days to be credited back into your bank account.

Yes you can, our normal return terms and conditions apply to sale items. You must notify us within 14 days of the receipt of your order if you wish to return goods and they must then be returned to us within 28 days of receipt, undamaged and in their original packaging.

Unfortunately we do not offer returns, refunds or exchanges on any product that is sold as a second. Seconds are clearly labelled as an imperfect product and are sold under the assumption that there will be cosmetic marks.

We actively encourage our customers to review their experience of shopping with us on Reviews.io. Following an order being dispatched an email is sent to each customer asking for them to review their experience of shopping with us, as well as reviewing the product purchased. We also monitor reviews our customer on Trustpilot. We are proud to have a 5 star rating from our happy customers across both Reviews.io and Trustpilot.

Yes, all of the customer reviews that are displayed on our website are 100% genuine and from former customers. Reviews.io are an independent customer review platform who collect customer reviews on the behalf of Coates & Warner. All reviews, negative or positive are published and can not be changed by the Coates & Warner team.

10 days after your order has been dispatched our review platform, Reviews.io, automatically sends customers an email review invitation. This review invitation is broken down into two sections, the first asks customers to leave a star rating and review of their experience shopping with us (was our website easy to use, was the delivery within the outlined timescale etc). The second section of the review invites customers to provide a star rating and feedback of the product purchased.

Once you have completed your review it is automatically published to our review page and to our website. Should you wish to change it, due to a mistake or a change of heart, you can contact us to request to change it. Upon receiving your request we can send a new email to you, from which you can update your previous review.