Customer Services

We have a handy Quick Answers page that may help you initially and we have information about our Cole & Mason guarantees on our Guarantee page. The Cole & Mason YouTube channel also has helpful instructional videos as well as recipie ideas an inspiration. If you cannot find what you are looking for below or on the other areas of our website, please go to our Contact Us page to get in touch. 

Orders

We can only accept orders placed online and cannot accept orders via telephone or other methods. Orders received will be processed by our E-commerce team the next business day. Cole & Mason are not open on any UK Bank Holiday. There will be specific arrangements for Easter, Christmas and New Year orders – please check back here for updates nearer the time.

On successfully placing an order you will receive an email confirmation from us, detailing the specifics of your order – including your unique order reference.

A confirmation email will be sent to the email address you provided when placing your order, so please take care to enter your email address correctly. The confirmation should arrive in your main email inbox within a few minutes. If you have not received this, we advise you to check your junk/spam folders. You can then choose to add dnr@dkbrands.co.uk to your safe senders or mark the emails as safe to ensure you can quickly see the email communications we send.

If you did not receive this confirmation, please email us at ecommerce.orders@dkbrands.co.uk and we can re-send a confirmation to you.

Delivery & Tracking

We only deliver to addresses with a valid UK postcode, with exception of BFPO addresses. We do not ship to ROI, EU or Internationally.

We aim to ship orders from our warehouse within 2 business days after you have completed your order.  All shipping services are presented at checkout at a flat rate £4.95. Most UK delivery addresses can expect a next day delivery once we have shipped, however, some addresses not within mainland UK or in remote areas may take longer. Overall, please allow 3-5 days to receive your order from the date of your order confirmation. 

We currently use DPD for all our deliveries. The day before delivery is due, you will get an email and/or an SMS message confirming delivery and the tracking number. 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 you the best chance of a delivery being made first time.

You can track your delivery directly with DPD by following the link in your email or text message received. Tracking is also possible by visiting the DPD website - you will need the DPD tracking reference to do so. DPD also offer a useful App to track deliveries – this can be downloaded to your mobile or tablet device via the DPD website

On the day of delivery, DPD will notify you of a 1 hour delivery window.

Privacy & Security

Please see our Privacy Policy for details. 

Returns & Exchanges

This section applies to orders purchased from www.coleandmason.com only.

Satisfaction Guarantee

If you are not completely satisfied with a product you may request to return it within 14 days of the date of purchase for a full refund, including any shipping costs. All returned items must be in a new & unused 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.

You also have the option to an alternative item if you have changed your mind about the product you have purchased. Any cost differences between different items will need to be charged accordingly. The same rules about the item condition apply. 

Damaged Items

In rare cases, orders may suffer damage in transit. We always try to pack orders with adequate protection, but if your order does arrive damaged, please do not delay in letting us know. If you wish to report a damaged item for a Cole & Mason product purchased on  www.coleandmason.com, please get in touch via our Contact Us page. One of our E-commerce team will then contact you to help resolve the problem for you.

Faulty Items

In the unlikely event that product develops a fault, there are several things we can do to resolve this for you.

If your item develops a fault within 30 days of purchase, we can provide you with a full refund or exchange. If you wish to report a faulty item for a Cole & Mason product purchased on www.coleandmason.com, please get in touch via our Contact Us page. One of our E-commerce team will then contact you to help resolve the problem for you.

If your item develops a fault after 30 days, depending on the item and the fault, we can offer a repair or replacement. Please see Our Guarantee section of our website for more details.

Requesting a Return

If you wish to request a return for a Cole & Mason product purchased on  www.coleandmason.com, please get in touch via our Contact Us page. One of our E-commerce team will then contact you to help resolve the problem for you.

Please do not return items to us without contacting us first. We cannot be held responsible for items returned without approval and subsequent refunds or credits may not be possible.

Sending Your Return

Once our E-commerce team have authorised your return, please ensure that your items are securely packaged, and please allow at least 14 days for your goods to reach us. All returns will need to be clearly marked for for the attention of 'Cole & Mason Online'. Full details on what to do will provdided by the E-commerce team. We are unable to accept any responsibility for items that are lost or damaged on being returned to us. We highly recommend for you to obtain a proof of postage.

Refunds

We will aim to refund you within 14 days of receipt of the product in our warehouse. All refunds will be via the original payment method only. Refunds may be delayed or in rare cases not possible if the item returned does not meet the criteria outlined above. 

Need More Help?

If you have any questions regarding orders or delivery, please complete a form on our Contact Us page or refer to our Quick Answers page.

For more information, please refer to our Terms & Conditions