Delivery Information

UK Regular Delivery

Our standard UK delivery charge to one address is £3.50 (inc. VAT). If you spend over £50 and live in a UK mainland postal code then delivery will be free! Orders will be despatched within 5 working days from the date of your order. However, most orders are despatched within 24 hours. If there are any problems, eg. items being out-of-stock, we will contact you. Once your goods are despatched we'll send you a confirmation email with your estimated delivery date. This service is not guaranteed and at times can take longer than the standard 1-3 working days.

Please note: If your delivery address is classified within the Scottish Highlands & Islands, Northern Ireland, the Channel Islands, the Isle of Man, the Isle of Wight or the Scilly Isles, there may be an extra charge depending upon the size of the parcel. For larger and heavier items, we will have to use a Courier for which there will be an extra charge. We will contact you to confirm this extra charge before charging your credit card. We are genuinely sorry for this, but we're in the hands of the Couriers and their pricing on this.

Our Couriers consider the 'Scottish Highlands & Islands' to include the following postcodes. We're aware that a number of these postcodes are not strictly in the Highlands; however, our Couriers charge extra due to the extra distances involved. Thank you for your understanding.

All of the following are guidelines. We will endeavour to fulfil these orders on time but, as we are using third parties for our delivery services, unfortunately there can be no guarantees.

For smaller items (less than 1.75 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.

Next Day Delivery

Our Next Day UK delivery charge to one address is £5.99 (inc. VAT). To qualify for Next Day delivery your order must be placed before 2pm. This will allow us to despatch your goods by courier on the same day. Next Day delivery refers to next Working day. Any orders placed before 2pm on a Friday will arrive the following Monday due to the weekend. If you need your order delivered by the Saturday, you should choose our Saturday delivery service at checkout.

Saturday Delivery

Our Saturday UK delivery charge to one address is £15.00 (inc. VAT). To qualify for Saturday delivery your order must be placed at latest before 12pm on the Friday before. Your order will then be delivered to you by courier on the following Saturday.

Please note that if you place your order for Saturday Delivery after the cut-off point, your order will be delivered on Saturday of the following week.

Click & Collect

We provide a free Click & Collect from our three London shops and our branch in Canterbury, as well as our Warehouse in Aylesham, Kent. Your order will be available to collect within 2 working days, and you will receive an email or phone call to confirm when it is ready to be picked up. You can choose the Click & Collect service online when you checkout your order or you can place an order over the phone with your local branch. We are currently running the Click & Collect service from 10am - 4pm Monday to Saturday.

Please ensure you have a copy of your order confirmation - either as a print out or viewable on your phone - when you go to collect your order, as well as a form of identification.

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 'Order History and Details'. 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.

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