If you have a product enquiry, guarantee or warranty question, general question, comments or suggestions about our products, please fill out the Contact Us form here, or email us direct on email@example.com
***We are currently experiencing an exceptionally high volume of enquiries from around the world. We are working really hard to respond as swiftly as possible, however this is taking us longer than usual. Our target response time is currently within 7 business days.***
We promise to respond to every query we receive and to help you as quickly as we can. Please avoid chasing before 7 working days, but if you have not heard from us after 7 working days, then please feel free to contact us again. Our response time applies to all Contact Us forms and emails/replies sent directly to firstname.lastname@example.org
Customer Services Opening Times
Monday - Thursday: 12.30pm - 5.30pm
Friday: 12.00pm - 3.00pm
Phone: 0870 160 1319
DKB Household UK Ltd,
Web Orders/E-commerce Team:
If you have placed an order on this site and wish to make an enquiry regarding order status, delivery, cancellation, an exchange, a refund or payments, please email email@example.com
Web Orders/E-commerce Team Opening Times:
Monday - Thursday: 9.00am - 5.30pm
Friday: 9.00am - 3.00pm
Phone: 01252 828092
If you are an existing retail customer, or if you are a company and would like to buy from us, please contact us directly on firstname.lastname@example.org
Retail Customers Opening Times:
Monday - Thursday: 8.30am - 5.30pm
Friday: 8.30am - 3.00pm
Phone: 01252 828053
If you are based outside of the United Kingdom, either a retail customer or a consumer and wish to make an enquiry about buying/selling our products, please click here
For more information on our catering products please contact email@example.com
Please note, we only deliver to addresses with a valid UK postcode, with exception of BFPO addresses. Any orders with a delivery address in highlands, remote areas or offshore make take slightly longer. We do not ship to ROI, EU or Internationally.
All orders will aim to ship within 2 business days after you have completed your online order. All shipping service pricing will be presented at checkout (flat rate £4.95).
Orders placed on Friday through Sunday will be processed the following Monday. Any orders not within mainland UK may take longer in transit.
Tracking information will be provided via email when your order ships.
You may also check the status of your order and find tracking information by logging into your account here.
Visit our Contact Us page with any questions.
This will be the default service for all online orders.
What are the benefits for you?
The day before delivery is due, you will get an email and/or an SMS message confirming delivery. At this stage there are options to provide delivery instructions to DPD directly; e.g. change the date, collect from a shop, collect from a depot or to leave safe, to give the best chance of a delivery being made.
Privacy & Security
Returns & Exchanges
If for any reason you are not satisfied with a Cole & Mason product purchased on coleandmason.com, please fill out the web form at Contact Us and submit your query with an order number.
Our Customer Care representative will contact you with specific information on how to return your product and obtain your refund or replacement product.
Note – you will need to return the item labelled for the attention of 'Cole & Mason Online'.
If you purchased a Cole & Mason product at any other retailer, please visit our Product Guarantee page.
If you are not completely satisfied with a product you may return it within 14 days of the date of purchase for a refund. All returned items must be in new condition and include all shipped parts, manuals, accessories and documents. Items are not eligible for return if they show signs of wear or have been used or altered from their original condition in any way.
Product Guarantee Returns
Products that do not meet our Product Guarantee may be returned for repair, replacement or refund within the applicable guarantee period. Items are not eligible for return if they show signs of misuse or have been used or altered from their original condition in any way.
We will pay the cost of return shipping if your return is the result of our error. In other cases please refer to the T&C’s, return postage will be paid by you and will be deducted from any refund you are owed. Refunds will be made in the same form of payment originally used for purchase.
To return an item, you must fill out the web form at Contact Us and submit your query with an order number. A Customer Care representative will contact you with specific information on how to return your product and obtain your refund or replacement product. Returned items must be securely packaged (together with the printout of the return authorisation form) and shipped back to us at the specified address within the time specified in the return instructions. Please return the item labelled for the attention of 'Cole & Mason Online'. You will have liability for loss and damage to products in transit, and we recommend that you insure all returns at your cost. You must retain proof of return shipment and delivery of returned products. Only merchandise received by us will be eligible for repair, replacement or refund. Items returned in an unsatisfactory condition or otherwise not meeting return criteria will be refused and returned to the customer. We will use reasonable efforts to credit refunds within 28 days after receipt of returned products. Returns not made in compliance with any part of this return policy will not be eligible for repair, replacement or refund.
Please refer to our Terms & Conditions for full details.
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