Deliveries and Returns


Deliveries:

Free UK Standard Mainland Delivery on orders over £50!

 





Deliveries in a Nutshell

Cuckooland.com delivers to destinations in the UK (incl Isle of Man, Isle of Wight & Isle of Scilly) and European Union (EU) as well as select destinations around the world.

These destinations in the EU and Internationally are:

Austria, Belgium, Bulgaria, Channel Islands (Alderney, Jersey, Guernsey, Sark & Herm), Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Rep of Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, Malta, Australia, New Zealand, Canada and the United States.

The price for delivery can be previewed at the "My Bag" stage of your online shopping journey and will also be confirmed at the order summary page, as well as the checkout page and before you submit your credit card details.

The price will depend on the delivery address you specify as delivery costs are calculated on weight and distance from our warehouse (each area has a price zone).


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Weight Restrictions

For delivery addresses in the UK, Scottish Highlands, Channel Islands, Isle of Man – we can deliver products up to a weight threshold of 25 kgs

For addresses in the European Union (excluding Malta)- up to 31 kgs

For Rest of the World, including Malta- 25 kg.

If your order weight exceeds these levels for these destinations it will be stated at checkout; in this instance you will be prompted to email us for a delivery quote.

*For prompt deliveries or if you think you may not be at home- using a work address rather than a home address is a great idea.*

For deliveries inside the UK, Cuckooland.com offers a range of different delivery services depending on the destination address. All are estimated in working days (Mon-Fri).

For more detailed information about our delivery costs and services click here.

Important note: For delivery to destinations outside the UK and EU/EC please remember that the price does not include that specific destinations/country’s import duty or VAT. As much as we would love to help, this is not our responsibility and we cannot advise what these costs will be- we recommend that you contact your local customs office for more information. Failure to pay these duties and VAT may lead to the item being returned to Cuckooland or possibly being destroyed if the delivery charges are too high.

It is also important to note that if this is the case we may not be able to refund your order. If, due to non-payment of duty and VAT, the product is successfully returned to us in a sellable condition, we will refund you the order less all delivery and associated charges.

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Delivery Timelines

Mainland UK we offer:

  • Standard delivery (2-4 days). 
  • Express delivery (next working day). 
  • And a Saturday delivery service.

 

Outlying areas such as Scottish Highlands, Isle of Man, Offshore Islands and Channel Islands our deliveries are based on weight and size and can take between 1 and 5 days depending on the service available and the service selected.

From our direct dispatch suppliers expect a 3-7 day delivery time and some suppliers (such as our American supplier of shoes and some of our furniture suppliers) may take as long as 14 days.

All our UK delivery services are tracked. (When comparing prices please compare like for like).

For EU and International deliveries expect 2-6 working days (but allow as much as 10 days) for delivery, depending on the destination and service selected. This service is either "signed for" or tracked.

For more detailed information about our delivery costs and services click here.

Confirmation of our delivery services and estimated delivery times can also be viewed on the Your Bag page and at the Checkout page.

As stated above, some products are shipped direct from our supplier and may take a little longer to get to you; these products are clearly marked on our product pages. If you purchase a product that is shipped direct from our supplier together with an item we carry in stock we will notify you at checkout and via email correspondence.

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Delivery Costs and Services

UK Delivery Costs

As a general rule, orders up to a weight limit of 2kgs with a dimension of 90cms will be sent by Royal Mail at our standard delivery rate of £4.95 to all destinations in the UK, including Northern Ireland, Scottish Highlands, Isle of Man, Offshore Islands and Channel Islands.

All days are calculated as working days.

Greater than 2kgs and 90cms in dimension will be sent via our preferred Courier (Express) according to the weight and size of the order.


We offer FREE Standard UK delivery for orders over £50. (Mainland only). Please keep an eye out for our Special Delivery Offers over Christmas and other special occasions.

Basic UK Mainland delivery rates:

ORDERS over £50 FREE
Standard UK Delivery £4.95 2-4 working days.
Express Delivery £7.95 next working day if ordered before 2pm.
Saturday Delivery £17.95 next day if ordered before 2pm on Fri.

In the interests of security, we cannot accept orders that use a UK mailbox as a billing address.

As a general guide the following Zones and Postcodes are used to determine the EXPRESS delivery cost to outlying areas in the UK:

Zone C: 
For Postcodes: AB31 to AB38; AB40 to AB56; IV1 to 28; IV30 to 32; IV36 to 40; IV52 to 54; IV63; KW1 to 14; PA21 to PA38; PH4 to PH41; PH49 to PH50; BT – Northern Ireland; PO30 to 41 – Isle of Wight; TR21 and 25 – Isle of Scilly

Delivery cost is £21.95 for these UK postcodes. 

Zone D:
(Offshore Islands and Channel Islands) For Postcodes: HS; IV41 to 49; IV51, 55, 56; KA27 and 28; KW15 to 17; PA20; PA41 to 49; PA60 to 78; PH42 to 44; ZE; IM – Isle of Man; JE- Jersey; GY – Guernsey, Alderney, Sark & Herm

Delivery cost is £29.95 for these UK postcodes.


If your order weight exceeds the max weight threshold (25- 31kg depending on the carrier; and 25kg Channel Islands, Isle of Man and Scottish Highlands) it will be stated at checkout; in this instance you will be prompted to email us for a delivery quote.


Rest of the World delivery rates: (all days are calculated as working days)

For USA and Canada we use Fedex and charges are based on weight increments (*a & *b) (weight limit is 25kgs)

  • *a. Up to 2kg and 90cm dimension flat rate of £18.95.                                   Delivery time of 6-10 days.
  • *b. 2kg- 5kg is £30, 5kg- 15kg is £55, 15kg- 25kg is £75.                              Delivery time of working 1-3 days.

If order exceeds 25kgs you will be prompted to email us for a delivery quote.



For Australia and New Zealand we use Royal Mail “signed for” (up to 750gms and 90cms) see below (*a) as well as our preferred Courier where charges are based on weight increments (*b): (weight limit is 25kgs)

  • *a. Up to 750gms and 90cm dimension flat rate of £18.95.                              Delivery time of 6-10 days.
  • *b. 750gms- 5kg is £50, 5kg-15kg is £75, 15kg- 25kg is £195.                        Delivery time of 3-4 days.

If order exceeds 25kgs you will be prompted to email us for a delivery quote.



For Malta we use Royal Mail “signed for” (up to 750gms and 90cms) see below (*a) as well as our preferred Courier where charges are based on weight increments (*b): (weight limit is 25kgs)

  • *a. Up to 750gms and 90cm dimension flat rate of £18.95.                                Delivery time of 6-8 days.
  • *b. 750gms- 5kg is £37.50, 5kg-15kg is £75, 15kg- 25kg is £130.                    Delivery time of 1-3 days.

If order exceeds 25kgs you will be prompted to email us for a delivery quote.



European Union delivery rates: (all days are calculated as working days)

For Europe we use Royal Mail “signed for” (up to 750grams and 90cm) see below (*a) and for orders greater than 750g and up to 200cms in dimension with max weight of 31kgs we use our preferred Courier company (see list of charges in table below to individual countries).

 

  • *a. Up to 750g and 90cm dimension, Europe flat rate of £13.95.                       Delivery times: W Europe 4 days; E Europe 6 days.
  • *b. Above 750g, up to 200cms, max weight of 31kgs. See table below.         Delivery time of 2-6 days.

If order weight exceeds 31kgs you will be prompted to email us for a delivery quote.

 


THE TABLE FOR EUROPE:

Up to 750g & 90cm dimension, Europe delivery cost of £13.95. Delivery in: W Europe 4 days; E Europe 6 days.

Above 750gs with a dimension greater than 90cms:

Country Cost Delivered In (working days)
Austria £18.20 3 days
Belgium £15.80 2 days
Bulgaria £36.20 4-6 days
Croatia £36.20 4-6 days
Czech Republic £19.90 3-4 days
Denmark £18.20 3 days
Estonia £24.80 4-5 days
Finland £24.80 4-5 days
France £15.80 2 days
Germany £15.80 2 days
Greece £36.20 4-8 days
Hungary £24.80 4-5 days
Ireland, Republic of £15.80 2 days
Italy £19.90 3-4 days
Latvia £36.20 4-6 days
Liechtenstein £18.20 3 days
Lithuania £36.20 4-6 days
Luxembourg £15.80 2 days
Netherlands £15.80 2 days
Norway £36.20 4-6 days
Poland £24.80 4-5 days
Portugal £24.80 4-5 days
Romania £36.20 4-6 days
Slovakia £19.90 3-4 days
Slovenia £24.80 4-5 days
Spain £19.90 3-4 days
Sweden £24.80 4-5 days
Switzerland £18.20 3 days
 

PLEASE NOTE THAT THIS IS A PROFESSIONAL TRACKED DOOR TO DOOR SERVICE. IF COMPARING PRICES PLEASE COMPARE LIKE FOR LIKE.

We do not send products by tortoise, jalopy or on a wing and a prayer. 

 

In the interests of security and fraud management:

  • Inside the UK, we cannot accept orders that use a UK mailbox as a billing address.
  • For outside the UK we reserve the right not to deliver to addresses that do not match the credit/debit card address details.
  • We may ask first-time overseas buyers to provide us with a credit card statement that matches the billing address and we may ask customers for proof of identity. In both instances, our customer services team will be in contact should such proof be required.

Orders are despatched by our preferred Courier Service or by Royal Mail. Our Courier delivers between the hours of 8am and 6pm weekdays. A signature will be required so please specify an address where someone will be able to sign for your order between our courier working hours of 8am- 6pm. Please note that delivery on Saturdays is listed as an extra charge.

*For prompt deliveries or if you think you may not be home- using a work address rather than a home address is a great idea.

Cuckooland will make every effort to deliver your product/s within the delivery time stated, please note that due to 3rd party involvement we will not be liable for any loss caused to you for late deliveries or lost items, we will however do our utmost to help.

To find out about late deliveries please log on to your account and follow the order tracking link. Alternatively contact us by email or telephone and we will let you know when to expect the delivery and we will ensure you receive your order as soon as possible. Please note that only when items are not delivered within 15 working days are they officially considered lost, we therefore ask that you allow enough time when you place your order so as to avoid disappointment.

In the case of unforeseen circumstances beyond our reasonable control (including inclement weather such as snow and ice preventing delivery vehicles from delivering your products) and if this means we are unable to deliver your goods within 30 days (beginning the day after you ordered), we will contact you and give you an alternative date for delivery. If this date is unacceptable to you, you may cancel your order and you are entitled to a full refund.

This does not affect your statutory rights, although it may affect our relationship if a gift for your loved one arrives late!

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Products Excluded from Overseas Deliveries.

Most items like gifts, accessories and toys are all fine to send overseas, but some items would be excluded for reasons connected to logistics, legalities including distribution agreements and their associated restrictions as well as warranties. On the product detail page and at checkout, you will see a message informing you whether it is possible or not to deliver your selected product overseas. Here is a full list of items that may be excluded:

  • Antiques, works of art and fine art with an individual value in excess of £5,000.
  • Flammable substances, dry ice, biological substances, UN classified dangerous goods and any goods specified as such under International Air Transport Association regulations (“IATA”), the Agreement on Dangerous Goods by Road ("ADR") or International Maritime Dangerous Goods ("IMDG") regulations.
  • Dangerous / hazardous goods including but not limited to beauty products such as perfumes, aftershaves and aerosols.
  • Liquids and aerosols.
  • Crackers.
  • Knives/scissors.
  • Paints, glues and products containing these items (e.g. toys).
  • Food/alcohol/perishables/flowers & plants.
  • Electronic Items, including Mobile Phones, containing Lithium Batteries –each package may not contain more than 2 batteries which must be contained within the electronic device.
  • Loose lithium batteries.
  • Lighting (except lampshades).
  • Furs.
  • Rugs.
  • Mirrors.
  • Furniture (including outdoor).
  • Blinds, curtain poles and tracks.
  • Fabric by length, fabric samples, wallpaper.
  • Jewellery, Costume Jewellery, Watches and objects constructed of precious metal and/or stones with a value in excess of £5,000 per waybill.
  • Nursery travel, e.g. car seats and pushchairs.
  • Heavy or bulky items which need to be carried by two people or more, e.g. large fitness equipment.
  • Gift Experiences.

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Returns in a Nutshell - including Furniture 

We believe that customer service is not just about delivering wow but also about sorting out the not so wow. Service is only ever as good as a good returns policy and we believe that what YOU really want is an easy to read, easy to action and easy to track returns procedure, something juicy and sweet with a soft gooey centre…

Under the Unwanted, Wrong and Faulty Product headings below we will describe the problem and then below under “How to return” we will explain what to do. (Easy Steps)

In the UK we use a company called Collect Plus for our returns, because they’re the best and because they have tailor made a returns process especially for us and our understandably demanding customers. We wouldn’t want it any other way!

There is a Collect Plus drop off point within 3 miles of 90% of the population in the UK, so there should be one very close to you. You can find your nearest Collect Plus store by texting COLLECT and your postcode (e.g. COLLECT DT1 3WE) to 84555 or on their website www.collectplus.co.uk/cuckooland

If not really close by, it should still be easier than going to the post office during and only during working hours. What a pain. Remember Collect Plus drop off points are at convenience stores and open during convenience store working hours.

Remember as well that in the UK if you return the item/s within 30 days of purchase the return fee is taken care of, you needn’t pay a penny!

So…you have 30 days to decide if you want the product you ordered. If you don’t want it, we want it back. (We are not only Cuckooland, a smorgasbord of all things wow and original, but also fanatical collectors of all things desirable!)

Please see separate returns information and terms below for Furniture.

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Furniture delivered Overseas: 

  • Any furniture delivered overseas (outside the UK) will be subject to acceptance of a delivery quote and agreed delivery time between Cuckooland and the customer (which may fluctuate due to reasons outside Cuckoolands control). All communication (including any delays) will be communicated to the customer via email. 
  • The cardholders signature will be required on delivery of furniture.
  • Furniture returned to Cuckooland will need to be in a pristine re-sellable condition and delivery charges back to Cuckooland will be for the customers account.  

Bespoke 'made to order' Furniture (UK or Overseas):

  • Any Furniture 'made to order' (bespoke) may only be returned if the item/s are damaged or faulty. Cuckooland cannot accept returns of bespoke 'made to order' Furniture if the item/s are unwanted.
  • Furniture returned to Cuckooland will need to be in a pristine re-sellable condition and delivery charges back to Cuckooland will be for the customers account.  









Unwanted Product/Wrong Product Delivered

This is how we roll...

  • If WE have slipped up and delivered the wrong product, we will refund you in full; that’s cost of product, cost of delivery/shipping to you (only if you have paid for the shipping) AND cost of the shipping back from you (we have pre-paid this), but please keep the Collect Plus (ONLY IN THE UK) receipt as proof in the unlikely event the package goes missing. HOWEVER the product must be unused and in its original packaging for us to pass a full credit. Or, and it’s completely up to you, we will resend you the correct product at our cost.
  • If YOU have slipped up and ordered a product you don’t want (say an impulse buy; or you now have buyer’s remorse, or it’s a gift you were going to give someone but now they’re off the Xmas list!) then the same applies. We will pay for shipping to and fro. HOWEVER the product must be unused and in its original packaging. If it is not, we are left to decide how much of the cost is refunded to you. We will be kind and fair but of course we cannot accept any old product back.
  • Once at our warehouse and if all is good, we will process your refund within 7 working days.
  • Serial “returners/send them backers” will be looked upon very suspiciously and if users keep ordering and keep sending product back to us we will boot them out of our circle of trust. Never to return. Because if users are in the process of becoming sociopaths that’s just way too Cuckoo for us and we don’t want you hanging out with us and our friends.
  • This does not apply to bespoke made to order furniture.

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Faulty Products

This is how we roll...

  • For faulty products or products with defects please notify us as soon as possible or within 30 days.
  • Product must be faulty or defective when first opened.
  • As with wrong product, the cost of the return postage is prepaid.
  • We guarantee that all of our products are of merchantable quality in accordance with your statutory rights. If an item develops a fault or defect after 30 days, please email us with details of the problem quoting your order number and we will advise you of the action to take. In some instances and if the product is under manufacturer’s warranty, and if it’s more convenient for all parties, we may suggest you deal directly with the manufacturer. Send your email to customerservice@cuckooland.com
  • This does not affect your Statutory Rights. Of course.
  • This does not apply to furniture delivered overseas (outside the UK).

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Damaged Products

We try our very best to select and package the Products as carefully as possible so they arrive in showroom condition, all shiny and brand spanking new. However, if a Product arrives damaged we will replace it free of charge or provide a full refund. The choice is yours. Please notify us within a reasonable period of time (as soon as possible would help us).

  • This does not apply to furniture delivered overseas (outside the UK).

 

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Terms & Conditions of Returns

  • Our Money Back Guarantee: Cuckooland.com offers a 30 Day Money Back Guarantee. If for any reason you are not completely cuckoo crazy about your purchase you may return it within 30 days for a full refund or exchange. Provided the product is in a pristine resellable condition and in its original packaging. This does not apply to furniture delivered overseas (outside the UK).
  • This is so important we have to say it again. All products must be returned complete with original packaging and all components… and you must have taken really good care of the products.
  • We will attend to all returns as soon as humanly possible.
  • Please note that product returns are not able to be accepted in person at our office address only at our warehouse address.
  • Certain products and services are excluded from this returns policy, including food/perishable items, personalized products (“made for you”), engraved products or anything made to order. These items cannot be returned for a refund unless faulty. Products that are excluded are clearly marked on the product detail pages. This does not affect your statutory rights.
  • All footwear must be tried on a carpeted surface to keep the soles from being scuffed and to ensure that exchange or refund is possible.
  • Once we have inspected the returned product and we are satisfied that the product has been returned to us in a sellable condition, we will make the refund directly to the credit/charge card or PayPal account that was used for the original order. We will do this within 7 working days or earlier.
  • You will be responsible for the returned product/s until they reach us so always make sure the packaging is adequate so the products are not damaged on their return journey. Higher valued items such as watches and technology may need extra wrapping and care taken.
  • This does not affect your statutory rights.

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How to Return a Product - Cuckooland Members in the UK only

Easy steps:

  1. “Login” to your account on our website and enter your details. Go to your profile section. In your profile section you will be able to view items that fall within the 30 day returns window.
  2. Select the items you wish to return and the reason you wish to return them and follow the prompts. At the end of this quick process, we will provide you with a Returns Authorization Number (which confirms to Collect Plus that Cuckooland is paying for the postage) and an email will be sent confirming these details.
  3. The email will include a link to our Collect Plus page (www.collectplus.co.uk/returns/new/cuckooland) Enter your Returns Authorization Number on this webpage and a returns label with postage paid will automatically be generated. Minimal fuss.
  4. Print off the label, attach it securely to the box (with the product inside please) and drop it off at your nearest Collect Plus point.

If you experience any problems please email us at customerservice@cuckooland.com or call us +44 (0) 1305 231 231 Mon-Fri 9-6pm (UK time) and tell us what’s up.

If your return is heavier than 10kg or larger than 50x30x30cm (average cabin baggage dimensions) please email us at customerservice@cuckooland.com

Once we receive the items/s back and as long as they are in pristine resellable condition, we will refund the full amount to your credit/debit card.

Please note the tracking of your return can only be done through Collect Plus not through your account.

NOTE 1: Postage is prepaid on returns that fall within our 30 day returns guarantee- you need not pay a penny!

NOTE 2: We will not be able to make a refund if the items have been worn or damaged.

Important information:

  • All footwear must be tried on a carpeted surface to keep the soles from being scuffed and to ensure that exchange or refund is possible.
  • Unfortunately all personalized products, perishables, engraved products or products made to order cannot be accepted back.

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How to Return a Product - Cuckooland Members in the European Union only

Easy steps:

  1. As an EU member you fall within the EU Consumer Rights Directive of 2014.
  2. Email us at customerservice@cuckooland.com and tell us what’s up. If you wish to return a product or cancel an order you will need to contact us within 14 days of receipt of the goods. 
  3. We will provide you with a returns authorization number. Write this returns authorization number on the package being returned.
  4. Send the return back to us at:

    Cuckooland Returns
    c/o SKU Logistics
    Unit C4
    Europa Park
    Radway Road
    Swindon
    SN3 4ND
    United Kingdom
  5. We will refund you the cost of standard shipping when we process the refund of your cancelled order and returned goods. 
  6. Once we receive the items/s back and as long as they are in pristine resellable condition, we will refund the full amount to your credit/debit card (including standard shipping) within 14 days.

Please note that we will not be able to make a refund if the items have been worn or damaged.

Important information:

  • All footwear must be tried on a carpeted surface to keep the soles from being scuffed and to ensure that exchange or refund is possible.
  • Unfortunately all personalized products, perishables, engraved products or products made to order cannot be accepted back.

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How to Return a Product – Cuckooland Members in the Rest of the World

  1. Email us at customerservice@cuckooland.com and tell us what’s up.
  2. We will advise you on the next steps to take.
  3. Next steps will include us providing you with a Returns Authorization Number so you can return the product to us.

Please note that we will not be able to make a refund if the items have been worn or damaged.

Important information:

  • All footwear must be tried on a carpeted surface to keep the soles from being scuffed and to ensure that exchange or refund is possible.
  • Unfortunately all personalized products, perishables, engraved products or products made to order cannot be accepted back.

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How to Return a Product – Non-Members

  1. Email us at customerservice@cuckooland.com and tell us what’s up.
  2. We will advise you on the next steps to take.
  3. Next steps will include us providing you with a Returns Authorization Number so you can return the product to us.

Please note that we will not be able to make a refund if the items have been worn or damaged.

Important information:

  • All footwear must be tried on a carpeted surface to keep the soles from being scuffed and to ensure that exchange or refund is possible.
  • Unfortunately all personalized products, perishables, engraved products or products made to order cannot be accepted back.

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