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.
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 actively encourage our customers to review their experience of shopping with us on Trustpilot. We are proud to have a 5 star rating from our happy customers!
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 should be discounted off the order total.
Unfortunately at this time, we are unable to process a promotional code after an order has been placed.
All of our printed and e-gift vouchers are valid for a period of 2 years 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.
Trade & Wholesale
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.
Yes we do! We have a number of Coates & Warner products that are available to buy at trade. Please submit a trade account application if you'd like to stock our products and a member of our team will be in touch.
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.
We're sorry, but there are currently no positions available. Keep a look out as this is where vacancies will be published.