Frequently Asked Questions
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.
How do I place an order?
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! If you are a new customer we recommend that you create an account so you can view your recent orders, save payment information and shipping address for a faster checkout. Otherwise, you will have the option to checkout as a guest.
What delivery options do you offer?
For delivery in the UK we use a sliding scale by weight ranging from £2.99 up to a maximum of £7.99 for Standard Delivery. Delivery charges will be worked out once you reach checkout. Free UK Delivery on all orders over £45. Please read our Delivery Policy.
Can I change my delivery address once my order has been placed?
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.
I am an international customer, can you ship to my country?
Yes, we ship worldwide! Although please note, we are unable to ship larger furniture items outside mainland UK. Please read our Delivery Policy for further information. Delivery charges will be worked out once you reach checkout. If you are unsure whether a product can be delivered to your country or you would like an estimate on delivery charges, please email us at firstname.lastname@example.org.
Can I add an extra item to my order?
You can add extra items to your order as long as your order hasn’t already been dispatched. You will receive an email confirming shipment of your order along with a delivery tracking number. Please email us as soon as possible at email@example.com and we can create a separate invoice for any additional items you wish to add. If you have already received a dispatch email from us, you will need to place a new order through our website.
My payment card has been declined when placing my order, what should I do?
If you are having problems, there are several things you can do to resolve the declined payment issue. Please check your card number, expiration date, billing address and postcode were entered correctly. If you continue to have problems please email us at firstname.lastname@example.org.
How do I apply a promotional code?
When you have reached checkout, your promotional code must be entered in the ‘Discount Code’ box which appears under your ‘Order Summary’.
I forgot to enter my promotional code, can this be refunded?
We are only able to refund your promotional code if you contact us within 24 hours from your order being processed. Email email@example.com so we can process your discount code and issue a partial refund.
What payment methods are available?
We accept a wide range of payments through our online store, including Visa, Mastercard, American Express and Apple Pay. You can read more about our Payment Methods here.
How can I track my order?
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!
What happens if I receive a faulty or incorrect item?
It is rare that you will receive a faulty or incorrect item, but mistakes can happen. Please fill in a Return Form within 28 days of the date that your order was placed 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.
How do I return an item?
Goods must 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, returning an order is your responsibility 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. You can read our full Return Policy here.
How do I subscribe/unsubscribe to your emails?
We would love for you to join the Coates & Warner community! If you would like to be the first to know about new product launches, exclusive offers and other exciting news, then please subscribe to our mailing list. You can unsubscribe using the form on our website, or by clicking on the ‘unsubscribe’ link at the bottom of our email.
How do I fit my door knocker?
You’ve come to the right place! Here’s our post on ‘How To Fit A Door Knocker’.
How do I look after my product?
If you would like to know about how to care for any other product, then please drop us an email to email@example.com.
Can I pre-order an item if it’s out of stock?
If an item is temporarily out of stock and we have an expected delivery date, you will see PRE-ORDER DELIVERY (DATE) at the top of product description. This means you are able to pre-order an item. 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.
Do you callaborate with others?
Whether you are a savvy social media blogger or you would like to write a feature on us and collaborate, then please drop us a line at firstname.lastname@example.org and let us know what you're thinking.
How long are gift vouchers and credit notes valid for?
Gift vouchers never expire and remain active until redeemed. All Credit notes are valid for a period of 2 years.
What is your recycling policy?
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 exsessive miles to reach us. We also 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. We encourage all of our customer to recycle their delivery packaging.
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