The Terms & Conditions below apply to all customers of Cowling & Wilcox online and do not affect your statutory rights. By continuing to use the Cowling & Wilcox website you agree that you accept these Terms & Conditions.
First and foremost, let us tell you that we are so grateful to all our customers that have transitioned from buying in our stores to our online shop and of course, we are thankful to all those online customers that have continued and continue to use our website.
We are really proud that in our little way we are helping our customers to keep busy, interested and creative in these difficult times.
Our warehouse is currently open for dispatch and all staff have been instructed to follow social distancing rules. We have picking routes which help with the flow and reduce the proximity of our team in our warehouse.
Our staff are asked to wash their hands as soon as they arrive at work and when they leave. Nobody travels using public transport and everyone is asked to wear gloves when working. Masks are available for those who would like to wear them. All equipment is disinfected at the start and end of each day.
Due to the high volume of online orders and the need to social distance, our estimated dispatch times are currently 2-4 working days.
As usual, you will receive a confirmation email when your order has been shipped.
If you are self-isolating or are worried about receiving deliveries to your address, you might be pleased to know that most courier companies have introduced “contactless deliveries” so customers no longer need to sign for parcels to ensure social distancing.
Our Customer Service is email only at the moment as we have had to temporarily close our phone lines due to staff shortages. We are managing to reply to any enquiry we receive and we thank you for your patience as it might take a little longer than we would like for you to get a reply.
Most of our suppliers are UK-based and most are still working, but there are a few non-UK based suppliers as well as some UK suppliers that have taken the decision to close their warehouses, so not all stock is received in a timely fashion. Again, please be assured we are doing what we can to restock our warehouse as quickly possible. As of now, we have not seen a significant reduction in products’ availability.
All our retail shops are closed for now to comply with Government guidelines, but we hope to be able to resume our normal activity once restrictions are lifted.
Again, thank you all for your support and your patience during these challenging times – stay safe and stay creative!
Making a purchase is simple! Just browse our store, and add any items that you wish to buy into the shopping cart. After you have finished your selection, click on 'Checkout' and you will be asked for a few details that we need to be able to complete the order. We accept credit and debit card payments.
When you receive confirmation of your order, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.
Please note that stock levels shown on the site for our products are for guidance only and we cannot guarantee that a product is in stock. We reserve the right to cancel, withhold or refuse an order at our discretion and cannot be deemed liable for doing so. Should this happen we will endeavour to contact you to let you know and either refund any money due or not take payment in the first instance.
All site content (unless specified otherwise) is copyrighted material of Cowling & Wilcox and all rights are reserved. Although every effort is made to keep the website content up to date and correct, we cannot guarantee its accuracy. We reserve the right to modify, make unavailable and/or to correct our content at any time without prior notice.
We cannot accept liability for any damages or loss incurred to your computer or device as a result of using our site. Equally, we cannot accept liability for any loss or damage incurred by ordering or using any of the products featured in our website. Please also note that product colour of goods might slightly differ from the colour shown on your computer or device screen. The same applies to colour charts displayed on the site. These charts are supplied as a guide only.
Gift vouchers are valid for a year from the day of purchase, cannot be redeemed for cash and are non-transferable. We regret that gift vouchers purchased in one of our shops cannot be redeemed online and vice versa. Any refunds for items purchased using gift vouchers will be done as a credit to be used for future purchases on Cowling & Wilcox’s website.
Shipping charges are calculated based on destination. Please refer to our delivery information for a breakdown of these charges. They will appear as a separate charge on the checkout page.
The following goods are age restricted to over 18s only:
By completing the checkout you are confirming that you are of the required age.
If your item is not in stock, we will back order it for you. We will attempt to contact you with your options. We will advise you on the approximate lead times for delivery.
When the order is placed at our website, credit card numbers are encrypted using 128 bit encryption. They are only decrypted after they reach our computer. They are not held in clear text on any web site. Credit card information will not be saved to protect your privacy.
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 firstname.lastname@example.org 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.
Our competitions are open to UK residents only, aged 18 or over. We reserve the right to request proof of age and/or address from entrants should we deem it necessary. In order to make our competitions fair we limit our entries to one per customer. Multiple entries will be disqualified. However, you are free to enter as many of our competitions as you like. Cash alternatives are not available under any circumstances.
You can submit your entries to us via email using the address email@example.com or following the relevant link in our newsletter mail-out or blog post. Please make sure you include the title of the competition you’re entering, as well as your name and your answer to the competition question (where relevant).
Entries can be submitted up until the stated date of the competition advertisement. Entries that are submitted after this deadline will not be considered. The winner(s) will be picked from all entries and notified by e-mail or telephone shortly after the closing date. Prizes must be claimed within one week of contact. The judge’s decision is final.
Cowling and Wilcox understands that your privacy is important to you and that you care about how your personal data is used. We respect and value the privacy of all of our customers and will only collect and use personal data in ways that are described here, and in a way that is consistent with our obligations and your rights under the law.
1. Information About Us
Cowling and Wilcox is a Limited company registered in England and Wales with number 678310, VAT Reg: 238 8955 08. Our registered address is at Caesars Way, Folkestone, CT19 4AL
2. What Does This Notice Cover?
This Privacy Information explains how weuse your personal data: how it is collected, how it is held, and how it is processed. It also explains your rights under the law relating to your personal data.
3. What is Personal Data?
Personal data is defined by the General Data Protection Regulation (EU Regulation 2016/679) (the “GDPR”) as ‘any information relating to an identifiable person who can be directly or indirectly identified in particular by reference to an identifier’.
Personal data is, in simpler terms, any information about you that enables you to be identified. Personal data covers obvious information such as your name and contact details, but it also covers less obvious information such as identification numbers, electronic location data, and other online identifiers.
The personal data that we use is set out in Part 5, below.
4. What Are My Rights?
Under the GDPR, you have the following rights, which we will always work to uphold:
a) The right to be informed about our collection and use of your personal data. This Privacy Notice should tell you everything you need to know, but you can always contact us to find out more or to ask any questions using the details in Part 11.
b) The right to access the personal data we hold about you. Part 10 will tell you how to do this.
c) The right to have your personal data rectified if any of your personal data held by us is inaccurate or incomplete. Please contact us using the details in Part 11 to find out more.
d) The right to be forgotten, i.e. the right to ask us to delete or otherwise dispose of any of your personal data that we have. Please contact us using the details in Part 11 to find out more.
e) The right to restrict (i.e. prevent) the processing of your personal data.
f) The right to object to us using your personal data for a particular purpose or purposes.
g) The right to data portability. This means that you can ask us for a copy of your personal data held by us to re-use with another service or business in many cases.
For more information on exercising your rights as outlined above, please contact us using the details provided in Part 11.
Further information about your rights can also be obtained from the Information Commissioner’s Office or your local Citizens Advice Bureau.
If you have any cause for complaint about our use of your personal data, you have the right to lodge a complaint with the Information Commissioner’s Office.
5. What Personal Data Do You Collect?
We collect and store the information which you give us through forms you fill in on the Site - such as your name, address, email address, phone number - or when communicating with us by phone, email or in some other way. You can choose what information to give to us through these forms, but some of this information may be required to provide you with certain services or goods (for example, the billing or delivery address if you order from us). If you choose not to provide such information we will not be able to provide you with such services or goods.
We may collect some or all of the following personal data (this may vary according to your relationship with us):
Name, Date of birth; Gender; Email address; Telephone number; Business name; Job title; Profession; Payment information; Information about your preferences and interests; Billing address, Delivery address, browser type and version, your operating system and platform, a unique reference number linked to the data you enter on our system, login details, the full URL clickstream to, through and from our site (including date and time), cookie number, activity on the Site including the pages you visited, searches you made, products purchased, likes, comments and uploads.
We are also working closely with third parties (including, for example, payment and delivery services, advertising networks, analytics providers, search information providers, credit reference agencies) and may receive information about you from them.
6. How Do You Use My Personal Data?
Under the GDPR, we must always have a lawful basis for using personal data. This may be because the data is necessary for our performance of a contract with you, because you have consented to our use of your personal data, or because it is in our legitimate business interests to use it. Your personal data may be used for one of the following purposes:
You may unsubscribe or opt-out of our mailing list at any time by clicking on the Unsubscribe link in all our newsletters or if you have an account with us by modifying your preferences.
With your permission and/or where permitted by law, we may also use your personal data for marketing purposes, which may include contacting you by email and/or telephone and/or text message and/or post with information, news, and offers on our products and/or services. You will not be sent any unlawful marketing or spam. We will always work to fully protect your rights and comply with our obligations under the GDPR and the Privacy and Electronic Communications (EC Directive) Regulations 2003, and you will always have the opportunity to opt-out.
7. How Long Will You Keep My Personal Data?
We will not keep your personal data for any longer than is necessary in light of the reason(s) for which it was first collected.
We retain personal data from closed accounts to comply with legal obligations, enforce our terms and conditions, prevent fraud, collect any fees owed, resolve disputes, troubleshoot problems, assist with any investigations and take other actions as permitted by law.
We may access, remove, alter, store or otherwise use any personal data if we have reason to believe that it breaches our terms and conditions, or that such steps are necessary to protect us or others, or that a criminal act has been committed, or if we are required to do so by law or appropriate authority.
8. How and Where Do You Store or Transfer My Personal Data?
We will only store your personal data within the European Economic Area (the “EEA”). The EEA consists of all EU member states, plus Norway, Iceland, and Liechtenstein. This means that your personal data will be fully protected under the GDPR or to equivalent standards by law.
9. Do You Share My Personal Data?
We will not share any of your personal data with any third parties for any purposes, subject to some exceptions.
In some limited circumstances, we may be legally required to share certain personal data, which might include yours, if we are involved in legal proceedings or complying with legal obligations, a court order, or the instructions of a government authority.
We may sometimes contract with third parties to supply products and/or services to you on our behalf. These may include payment processing, delivery, and marketing. In some cases, those third parties may require access to some or all of your personal data that we hold.
In addition, online customer will receive an email from Verified Reviews asking them to review our products and their shopping experience with us. If you prefer not to receive emails from Verified Reviews please email us at firstname.lastname@example.org.
If any of your personal data is required by a third party, as described above, we will take steps to ensure that your personal data is handled safely, securely, and in accordance with your rights.
We may sometimes contract with third parties (as described above) that are located outside of the European Economic Area (the “EEA” consists of all EU member states, plus Norway, Iceland, and Liechtenstein). If any personal data is transferred to a third party outside of the EEA, we will take suitable steps in order to ensure that your personal data is treated just as safely and securely as it would be within the UK and under the GDPR, as explained above in Part 8.
10. How Can I Access My Personal Data?
If you want to know what personal data we have about you, you can ask us for details of that personal data and for a copy of it (where any such personal data is held). This is known as a “subject access request”.
All subject access requests should be made in writing and sent to the email or postal addresses shown in Part 11. There is not normally any charge for a subject access request. If your request is ‘manifestly unfounded or excessive’ (for example, if you make repetitive requests) a fee may be charged to cover our administrative costs in responding.
We will respond to your subject access request within one month of receiving it. Normally, we aim to provide a complete response, including a copy of your personal data within that time. In some cases, however, particularly if your request is more complex, more time may be required up to a maximum of three months from the date we receive your request.
11. How Do I Contact You?
To contact us about anything to do with your personal data and data protection, including to make a subject access request, please use the following details
Email address: email@example.com.
Telephone number: 01303 290550.
Postal Address: Cowling & Wilcox Ltd, Unit 7a, CT3 Business Park, Cooting Road, Aylesham, Kent, CT3 3DW.
12. Changes to this Privacy Notice
We may change this Privacy Notice from time to time. This may be necessary, for example, if the law changes, or if we change our business in a way that affects personal data protection. You should check it whenever you use our website.