If you have a query, we’re here to help! Please look through our frequently asked questions; from placing an order, applying promotional codes to adding extra items to your order. If you still can’t find what you are looking for, then drop us a message through the contact us form and we’ll get back to you.
You can place an order through our online store 24 hours a day, 7 days a week! If you are a returning customer sign in to your account and start shopping! By signing in, this will have you 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.
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 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.
Yes you can! We offer FREE printing of a gift message onto the Coates & Warner delivery card 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 don't include any invoices in our deliveries, meaning that no prices will be visible to the recipient of your gift. All gift messages are printed onto Coates & Warner cards that are placed in each delivery.
You can cancel an order unless your order has already been dispatched. Unfortunately once an order has been dispatched, we are unable to recall the parcel. Please get in touch.
We take pride in sourcing items that are a little bit different and unique. Some of our products have been handmade or hand finished, therefore are not mass produced and identical. Selected products may well differ from product to product, for example our glass products may have bubbles and our mango wood products have individual and unique grains in the wood. These products are the way they are intended to be. Please get in touch if you require clarification on a certain product.
We stock a wide range of Christmas decorations; from twinkling fairy lights to foliage, wreaths and more! Our Christmas collection usually becomes available from September and runs through to the New Year.
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.
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.
Unfortunately at this time, we are unable to process a promotional code after an order has been placed.
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.
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 checkout, 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 should be discounted from the order total.
We accept a wide range of payments through our online store, including Visa, Mastercard, Maestro, American Express, Google Pay, Apple Pay, PayPal and Klarna. 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 checking out, 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 get in touch with us.
We offer FREE UK delivery on all orders over £45! Delivery costs within the UK are calculated by using a sliding scale by weight, ranging from £2.99 up to a maximum of £7.99 for standard delivery. Delivery charges will be calculated once you reach checkout based on what products are in your shopping cart. We also deliver worldwide, please read our delivery policy for more information.
All orders that are to delivery addresses in UK are delivered by either the Royal Mail, DPD or Hermes. The size and weight of the order determine which courier an order is dispatched for delivery with.
For mainland UK deliveries please allow 3-5 working 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). 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.
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 will include your tracking information. You will need to copy your tracking number and paste it into the courier’s tracking page. You will then be able to access tracking information on your parcel. Be sure to add firstname.lastname@example.org to your email contact list, otherwise we could end up sitting in your Junk folder!
If you have entered the wrong delivery address at checkout please contact us as soon as possible using the contact us form. 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.
Yes, we ship worldwide! Please read our delivery policy for further information on international delivery destinations and costs. If you are unsure whether a product can be delivered to your country or you would like an estimate on delivery charges, please do not hesitate to get in touch with us.
You must notify us within 14 days of the receipt of your order if you wish to return goods, 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 supply a return address. 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.
Unfortunately we do not 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. Refunds usually take between 3-7 business days to be credited back into your bank account.
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 recycle and re-use as much as we possibly can, with our supplier delivery packaging either being processed for recycling locally or being re-used. If we send supplier packaging for recycling, the plastic packaging tape is stripped from the box to ensure it is fully recyclable.
We endeavour to be as eco-friendly as possible. The packaging that we dispatch all of our customer deliveries in is sourced from FSC certified suppliers within the UK, meaning that the cardboard is sustainably sourced and hasn't travelled excessive miles to reach us. Our boxes are unbleached and 100% recyclable. We also use brown paper tape to pack our deliveries, which is 100% recyclable. Where possible, we use recycled brown cardboard bubble wrap, which is also 100% recyclable. We encourage all of our customer to recycle their delivery packaging, in particularly the box, paper tape and cardboard bubble wrap used.
The environmental impact that our products have is incredibly important to us. Where possible, our products are made using sustainable materials, such as mango wood from trees that have stopped fruiting and come to the end of their life naturally. Each product environmental impact differs; from the materials used in production, to the packaging it arrives in. If you'd like to know more about a particular product's environmental impact, please get in touch with us an we'd be happy to provide additional information.
If you are an Interior Designer and are interesting in using our products as part of a project, please get in touch with us and we can advise on the discount available. We offer a discount on a wide range of products!
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 discount code that is only valid when used in conjunction with the email you subscribed with.
No, you can only use one discount code at a time. Free UK delivery is automatically applied once your shopping cart reaches £45 and a discount code can be used in conjunction with free UK delivery.
Whether you are a savvy social media blogger, or you would like to write a feature on us and collaborate, then please send us an email and tell us how you'd like to work together.
Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 190,000 online stores. Over 80 million consumers worldwide have trusted Klarna to securely handle their payments.
Coates & Warner have partnered with Klarna to offer two different payment methods; pay later in 30 days or split your payment into 3 interest free instalments.
Payment for your pay later in 3 interest free instalments will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment.
You can also pay with debit or credit card immediately in the checkout or take advantage of our Pay later in 30 days payment option, where you can pay for the goods once you have received them via credit card or debit card.
Pay later in 3 interest free instalments will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by us to Klarna and instalments 2 and 3 are scheduled 30 and 60 days later, respectively.
To use pay later in 3 interest free instalments you must be at least 18 years of age and based in the United Kingdom. Whilst this option is widely promoted, pay later in 3 interest-free instalments is subject to your financial circumstances. When choosing pay later in 3 interest-free instalments, Klarna's assessment will not affect your credit rating.
Klarna is unique and offers pay later in 3 interest free instalments based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered pay later in 3 interest free instalments by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for a Klarna payment method before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.
Although pay later in 3 interest free instalments is widely promoted it is not always universally available. The pay later in 3 interest-free instalments payment option is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability.
No, this is not currently possible for pay later in 3 interest-free instalments. You must continue to pay across three scheduled payments.
Once your order is confirmed, you'll receive an email with payment instructions within two days from Klarna. You'll then have 30 days to decide if you wish to keep your order and only pay when you’re happy. Complete the payment online, at your convenience, with no extra cost. You can pay via credit or debit card at www.klarna.com/uk.
To use pay later in 30 days you must be at least 18 years of age and located in the United Kingdom. Whilst this option is widely promoted, Pay later in 30 days is subject to your financial circumstances. When choosing Pay later in 30 days, our assessment will not affect your credit rating.
If you've chosen to pay later in 30 days you can pay for your order at any point after you receive the email from Klarna with the details of your payment on. Just follow the instructions on this email to pay for your order.
If you want to make a purchase with Klarna using pay later in 3 interest free instalments, you'll need to provide your mobile phone number, email address, current billing address and a debit or card card. The mobile number is required in case Klarna need to reach you. All communications will be sent to your email address. It's very important that you provide us with the correct details, as otherwise you will not receive your payment schedule and any updated order information.
Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Coates & Warner run credit searches against you that could impact your credit rating.
As soon as Coates & Warner have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due.
If you selected to pay later in 3 interest free instalments Klarna will automatically attempt to collect your payment for your pay later in 3 interest free instalments purchase at Coates & Warner from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment. Your credit score will not be impacted by using Klarna’s ‘pay later in 3 instalments’ product even if you have failed to pay on time.
If you selected to pay later in 30 days then your payment is due 30 days after the item is shipped. To help you pay on time, Klarna will alert you two days before payment is due. You'll receive email reminders to pay, and if very late, Klarna will also send you a text or letter, too. Your credit score will not be impacted by using Klarna’s ‘pay later in 30 days’ products even if you have failed to pay on time.
If you select Klarna as the payment method during checkout, you will be redirected to Klarna's website to complete your order. You can also view all of your Klarna purchases and payment schedule simply by logging onto www.klarna.com/uk.
Payment information is processed securely by Klarna. No card details are transferred to, or held by Coates & Warner. All transactions take place via connections secured with the latest industry standard security protocols.
Klarna will notify you via email and a push notification when a payment is due and when this has successfully been collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments by logging in at www.klarna.com/uk.
Once Coates & Warner has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you've made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments.
As soon as Coates & Warner has registered your cancellation or your return, the refund will be processed within 5-7 business days by Klarna. The refund will be processed to your original payment method.
In the event that your goods have not been received please email Coates & Warner (email@example.com) to check on your order and delivery status. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment.
If you do not have your statement number to hand you can log in at www.klarna.com/uk, where you will find all of your orders and be able to make payments. Your order is connected to your mobile phone number or email address, simply log in and your order information will be displayed.
Please visit Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone options. Alternatively, you can contact Coates & Warner by visiting our contact form.