Delivery Information

If you spend over £50 on materials & live in a Mainland UK postcode,

standard delivery is absolutely free!

The following information is meant to act as a guideline & is subject to change. Be sure to check 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.

UK Standard Delivery - £3.95 (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 - £5.99 (inc. VAT)

Our Next Day option operates on working days (Mon-Fri), orders placed before 2pm will be dispatched the same day, however, if a next day orders are placed after 2pm they will be sent the following working day.

Please note that due to the weekend, orders placed before the 2pm cut off on a Friday will be scheduled to arrive on 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 throughout the site will feature the below image, meaning that they are online exclusives & are therefore only available to be collected from the Aylesham warehouse.

Postage Restrictions for Non-Mainland UK Delivery

We do attempt to avoid this as much as possible, but on rare occasions, in order to complete a delivery, a courier service will be necessary.

Unfortunately, this does incur an additional charge, dictated by the couriers themselves. We do apologise for the inconvenience, but hope you can understand that it is out of our control.

In order to complete these surcharges, we will contact you directly first & if agreed, take payment via the method used originally (e.g. credit/debit card or PayPal).

There are two prominent reasons this would apply:

• If an order is larger/heavier or contains volatile/hazardous chemicals (e.g. aerosols or white spirit) and,
• If your address is offshore or classified by the courier as one of the following; Scottish Highlands & Islands, Northern Ireland, Channel Islands, the Isle of Man, Isle of Wight or Scilly Isles.

For reference, couriers consider “Scottish Highlands & Islands” to include the following postcodes. We’re aware that a number of these aren’t strictly in the Highlands themselves, however, due to the distance involved, the couriers do charge additional costs.

Thank you again for your understanding.

Returns & Cancellations

Faulty or damaged goods can be returned free of charge within 30 days for a full refund.

For non-damaged or non-faulty goods, all of our products come with a 14-day no quibble guarantee providing all goods are in a resalable condition. 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. The goods must reach us in pristine condition to receive a full refund. If goods are not returned in a reasonable condition, we reserve the right to make a deduction to the refund. You will be required to cover the costs of returning the goods to us. We will be happy to arrange a pickup for you.

For both cases above, please contact us to arrange your return within 14 days of receiving your order using one of the options below. If you fail to do so, we will deem you have accepted your order/goods and we will not be able to refund you. You have a further 16 days after you've contacted us to return your goods to us.

If you have an account with us, the process is very straightforward. Simply login to your account on our website and click on 'Returns Manager'. Click on the relevant order and follow the simple instructions to return your goods. We will contact you at every stage of the returns process. If you purchased with us as a Guest, simply call us on 01303 290 550 or email us via admin@cowlings.com to organise your return.

Once you've been in touch with us, we'll issue you with a RMA Number for your returned goods. Please mark this clearly on the package so that we can identify your parcel. We’ll also explain to you options for returning your delivery. Items are returned at the customer’s own risk and we cannot accept liability for any returns lost in transit. If you are using Royal Mail to return your goods, please ask for a Certificate of Posting which is issued at no extra cost from the Post Office.

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.

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

*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.”