Delivery Information

Orders including over £50 of materials & delivered to a Mainland UK postcode
are eligible for FREE standard delivery!

The following information is a guideline & subject to change.
We recommend checking regularly if you feel this may affect you.

Carriers

Royal Mail

We use Royal Mail for most orders, especially smaller or lighter items (less than 2 kg), however they do have certain products they are unable to carry.

Courier Service

For any larger or heavier items (such as easels or canvas above a certain size), we do employ a courier service. Normally this will be DHL, however it can differ dependent on delivery location.

On occasion, this may incur an additional cost. Please note: read the section titled “Postage Restrictions & Non-Mainland UK Delivery” for more detailed information.

All of our deliveries are sent out on a tracked service.

UK Standard Delivery - £4.50 (inc. VAT)

As standard, orders are dispatched within 5 working days (Mon-Fri) from placing your order. However, most orders are actually dispatched within 24 hours! Once your order has been dispatched, you will receive an email with an estimated delivery date & relevant tracking details.

Please note: although the standard delivery time is 1-3 working days, this is not guaranteed & therefore could take slightly longer.

Next Working Day Delivery - £6.99 (inc. VAT)

Our Next Working Day option operates solely during weekdays (Mon-Fri) & as such, we cannot guarantee delivery during weekends.

Orders placed before 2pm will be dispatched the same day, however, any placed after 2pm will be sent the following working day.

Please note, orders placed before the 2pm cut off on Friday will be dispatched promptly, but may not arrive until the following Monday.

Saturday Delivery - £15.00 (inc. VAT)

To qualify for our Saturday Delivery, your order must be placed by 12pm on the previous Friday at the very latest. A courier will arrive with your products on the following Saturday.

Please note that if your order is placed after this cut off point, it will be delivered on the Saturday of the following week.

Click & Collect – Free

At the checkout, simply choose the Click & Collect option for your preferred store, including our 3 London locations, Canterbury & Aylesham warehouse.

Once placed, your order will be ready within 2 working days (Mon-Fri), at which point you will receive either an email or phone call to confirm with you & arrange for the goods to be collected. When you collect your order be sure to bring with you a copy of your order confirmation with your reference visible (e.g. AUISOBSOB) on either your phone or a physically printed copy, along with a form of ID.

Please Note
Certain items found throughout the site may be online exclusives only able to be collected from our Aylesham warehouse.  Each listing features a tab marked "Delivery Information", please refer to this if unsure.

Postage Restrictions for Non-Mainland UK Delivery

On rare occasions, a courier service will be necessary for delivery, which may prompt an additional surcharge.  Whilst we work to prevent this whenever possible, it may be an unavoidable circumstance & therefore, without this surcharge, delivery cannot be completed.

If this occurs, our Customer Service team will inform you directly of both the necessity & cost, providing you with any available payment options.  Please understand, whilst we absorb a portion of this ourselves, the remaining costs are calculated by the couriers themselves & as such, we have no way of circumventing their necessity.

There are several prominent reasons this may occur:

• The size/weight of the order exceeds basics postage restrictions.
• The order contains volatile/hazardous chemicals (aerosols, white spirit, etc).
• If the delivery address is offshore, or classified by the courier as any of the following; Scottish Highlands & Islands, Northern Ireland, Channel Islands, the Isle of Man, Isle of Wight or Scilly Isles.

AB31-38	AB40-56	HS- BT	IV1-28	IV30-32	IV36-49	IV51-56	IV63
KA27-28	KW1-17	PA20-38	PA41-49	PA60-78	PH4-44	PH49-50	ZE

Several of the postcodes listed above, for example, are considered “Scottish Highlands & Islands” by the couriers.
Although these may not strictly be located in the Highlands themselves, due to the distance involved, the couriers do consider them areas where additional costs can & often do apply.

We thank you for your understanding.

Cancellations

You can cancel an order for any reason from the moment you place it until 14 days from the day you receive your goods.
We refer to this as a “cooling off” period and allows you to inspect the goods we’ve delivered to you.

Returns

All of our products come with a 14-day no quibble guarantee, provided they are returned in a resaleable condition.

Faulty or Damaged Goods
If you receive a damaged or faulty product, this can be returned free of charge within 30 days for a full refund.
Please be aware, in order to resolve the issue as promptly as possible, any faults or damages must be demonstrated via images or video.

Non-Faulty or Non-Damaged Goods
If, through no mistake of our own, you order the wrong product or change your mind, you will be required to cover the costs of returning these goods.

In order to arrange a return, simply visit your Customer Profile for our easy-to-use Returns Manager.  Following the straightforward instructions will produce an RMA number, which should be included with your return.

If you happen to have checked out as a Guest, feel free to call us on 01303 290 550 or email Customer Service to organise your return.

Please be aware, if you fail to contact us within 14 days of receiving your order, we will deem that you have accepted your goods/materials & will not be able to refund you unfortunately.  After first contact, you have a further 16 days to return your goods.  Items are returned at the customer’s own risk and we cannot accept liability for any returns lost in transit.

Refunds

All refunds will be processed upon receipt of goods, please read below for further details.

Faulty or Damaged Goods
If the damage or fault can be clearly demonstrated & there is no suitable alternative resolution, a full refund will be issued where needed.

Non-Faulty or Non-Damaged Goods
A refund for non-faulty goods will only be arranged provided the materials arrive with us in a resaleable condition & will not include your original postage charge.

Although we endeavour to do this as quickly as possible, please allow up to 14 days from the day we receive the goods for your refund to be processed.  Your rights to return goods are protected under the EU Distance Selling Directive and the Consumer Contract Regulations June 2014.   If you want to learn more, please click here. Your statutory rights are not affected.

Please be aware, even if your order qualified for Free Standard Delivery (£50+), the total for any refund processed on non-faulty goods will be minus the Standard Postage charge.  As an example, if your order cost £50 exactly & is returned under these circumstances, you will receive a final refund of £45.50.

Overseas Delivery & Post-Brexit EU Deliveries

The majority of our products can be sent internationally. The only exclusions apply to particularly heavy and oversized items, eg. large studio easels and large canvases.

We always use a fully tracked service for your convenience.

We can send out parcels up to 30kg in weight. If your order weighs more than 30kg, we may have to split the delivery into more than one parcel. In this case, we will contact you before despatch to confirm any extra delivery charges involved.

Since 01/01/21 when the UK left the EU, we will not be charging VAT (taxes) anymore on EU deliveries. This will continue to be the case for all non-EU international deliveries as well. If you're ordering from overseas, you will see the non-VAT amounts when you login to your account or at checkout once you've entered your delivery address.

When your goods reach your country, you will be contacted locally to settle up any extra charges. If you're in the EU, this will consist of local VAT (taxes), Duty (on all products not sourced from the UK or EU) and a local handling fee (approximately €6 but this may vary depending on your country). You will have to pay these fees before you can receive your goods but this is normally a simple online process. All orders under €150 (including delivery) will not be liable for Duty. 

If you're outside the EU, there may be some extra local customs charges to pay on top of this as well.

For countries not included on the list below, prices are available on request. Please call us on 0044 1303 290 550 or email us via admin@cowlings.com.

a

Country	Estimated Cost	Estimated Delivery Time (From Dispatch)
Austria	£13.50	Up to 3 working days
Belgium	£12.00	Up to 3 working days
Bosnia & Herzegovina*	£21.50	Up to 6 working days
Bulgaria	£21.50	Up to 6 working days
The Channel Islands (for larger/heavier items)	£17.50	Up to 2 working days
Croatia	£19.50	Up to 5 working days
Czechia	£14.50	Up to 4 working days
Denmark	£13.50	Up to 4 working days
Estonia	£19.50	Up to 6 working days
Finland	£19.50	Up to 6 working days
France	£12.00	Up to 5 working days
Germany	£12.00	Up to 4 working days
Greece	£21.00	Up to 8 working days
Hungary	£19.50	Up to 5 working days
Ireland	£12.00	Up to 2 working days
The Isle of Man (for larger/heavier items)	£17.50	Up to 5 working days
The Isle of Wight (for larger/heavier items)	£17.50	Up to 5 working days
Italy	£14.50	Up to 5 working days
Latvia	£21.50	Up to 6 working days
Lithuania	£21.50	Up to 5 working days
Luxembourg	£12.00	Up to 3 working days
The Netherlands	£12.00	Up to 3 working days
Northern Ireland (for larger/heavier items)	£17.50	Up to 5 working days
Norway*	£21.50	Up to 6 working days
Poland	£19.50	Up to 4 working days
Portugal	£19.50	Up to 5 working days
Romania	£21.50	Up to 6 working days
The Scilly Isles (for larger/heavier items)	£17.50	Up to 2 working days
Scottish Highlands & Islands (for larger/heavier items)	£17.50	Up to 2 working days
Serbia*	£21.50	Up to 7 working days
Slovakia	£14.50	Up to 5 working days
Slovenia	£19.50	Up to 5 working days
Spain	£14.50	Up to 4 working days
Sweden	£19.50	Up to 5 working days
Switzerland*	£13.50	Up to 3 working days

*Extra customs fees may apply on top of the duty mentioned above due to being a non-EU country.

*For smaller items (less than 2 Kg), we usually deliver by Royal Mail. For larger items, we use Courier services and someone must be available to sign for the parcel for proof of delivery. If you miss your delivery, the Courier will attempt to deliver two more times and put a card through your door for you to contact them. After which the parcel will be sent back to us. Unfortunately, this incurs an extra charge of £9.99 which will be applied to your credit card. Please ensure you're around to receive your parcel! If you would like to delay your delivery day, please contact us as soon as possible when ordering your goods. Please also contact us if you'd like to name a specific delivery date or time.

If your order was sent by Regular UK Delivery and gets lost by either Royal Mail or by the courier we will send out a replacement 10 working days after the due date. This time lapse is in conformity with Royal Mail Terms and conditions that can be found here.

For Courier deliveries to the UK Mainland, you can change your delivery address even once your goods have been despatched, please just give us a call to let us know. As long as the delivery hub does not need to be changed there will be no extra charge for this service. If the new delivery address is to a different part of the country and so the goods would need to be moved to another hub there will be a £10 fee for this service.”