Cox & Cox Mail Order Ltd

Orderline 8am – 8pm
  0330 333 2123
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What happens if I receive a faulty item?

Please ensure that you check all items on receipt, as faulty or damaged items must be reported within 8 working days of receiving the parcel, or within 30 days should the fault develop after receipt.


You will need to send us a picture of the damaged / faulty item prior to any refund or replacement being issued. If you cannot send us pictures of the damage / fault, you will need to return the item to us, at your own expense. We will then inspect the item and if our inspection confirms the damage / fault, we will refund your return cost (please note we will only refund the collection cost we would charge) and issue a replacement (if in-stock) or a refund as appropriate.


Once we have received pictures of the damage / fault and/or carried out our inspection, and the item is deemed to have a manufacturing defect or is not fit for purpose, we will offer you a replacement, a repair or a refund.


Please note, under the Consumer Rights Acts 2015, any manufacturing fault occurs within 6 months of receiving your product, we will offer a replacement or a refund.

We cannot be held responsible for items that are damaged due to the result of normal wear and tear.


In the unlikely event that the wrong item has been sent to you or your item has arrived faulty or damaged, please call us on 0330 333 2123 or email us on customerqueries@coxandcox.co.uk so that we can arrange a free return/collection for you. 


Please make sure to read all care instructions on the “Size & Info” section on a product page and any disclaimers on product variation due to their handmade nature.

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