Deliveries and Returns

Extended Christmas Returns up until 31st January 2017! 

Any product purchased from 1st of November 2016 will be accepted back as a return up until 31 January 2017 (usual Terms and Conditions apply). Lets make Christmas as stress free as possible! 

Current Delivery Offers:

  • £3.95 Standard 3-5 Day UK Delivery. FREE on orders over £50.
  • £4.95 Premium 2-3 Day UK Delivery. £2.95 on orders over £50.
  • £5.95 UK Express Next Working Day Delivery .
  • Saturday Deliveries available. 
  • International Deliveries available

 





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 however there may be additional charges for larger non-stock items to addresses that are not within the UK Mainland.

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).

Please note: Furniture Deliveries to N. Ireland, Isle of White, certain addresses in Scotland, and other destinations outside of Mainland UK may be subject to higher delivery charges. 

Failed Deliveries:

  • Please note 1: If you do not leave a mobile number and an email address it will be impossible for us to notify you of your delivery time (slot); if the goods (the items of your order) are then returned to our warehouse due to a failed delivery because no-one was able to receive your goods, then you will be charged again for delivery- this charge is £3.95 for stock items (our Standard Delivery Charge) however failed furniture or 2 man deliveries will be subject to a delivery charge of £40 for each failed delivery.
  • Please note 2: If there is a failed delivery (no-one at the address to accept the delivery) and you don't contact the relevant courier (the details on the courier card left for you) and the goods are returned to our warehouse, you will be charged again for delivery- this charge is £3.95 (our Standard Delivery Charge) however failed furniture or 2 man deliveries will be subject to a delivery charge of £40 for each failed delivery.

Delivery of and Returning Furniture:

  • We realise that the word ‘furniture’ can cover a multitude of items. Our definition of furniture means large items with specific delivery requirements from the following categories: Furniture (dining / living / kitchen / bedroom / storage / childrens / garden);  Lighting; Rugs; Garden (Playhouses / large BBQ’s / etc).
  • If there is any major damage to the packaging or visible damage to your furniture upon arrival you should refuse delivery. If you do not refuse delivery it could affect your claim.
  • Please check your furniture items fully and report to us any damages or manufacturing defects or faults within 72 hours or this could also affect your claim.
  • We can only refund furniture in accordance with your legal rights, that is, if it’s not fit for purpose or as described on our website. There is a £50 collection fee for returned furniture.
  • If you experience any problems with your Furniture delivery please email us at customerservice@cuckooland.com or call us +44 (0) 1305 231 231 Mon-Fri 9-6pm (UK time). 

Please see our Furniture Terms & Conditions and Returns Procedure here:

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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 (3-5 days) from £3.95. Free on orders over £50
  • Premium delivery (2-3 days) from £4.95. £2.95 on orders over £50
  • UK Express delivery (next working day) from £5.95
  • And a Saturday delivery service from £12.95

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.

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 £3.95 to all destinations in the UK, including Northern Ireland, Scottish Highlands, Isle of Man, Offshore Islands and Channel Islands.

Please note: Furniture Deliveries to N. Ireland, Isle of White, certain addresses in Scotland, and other destinations outside of Mainland UK may be subject to higher delivery charges. 


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 £3.95 3-5 working days.
Premium UK Delivery £4.95 2-3 working days.
Express Delivery £5.95 next working day if ordered before 2pm.
Saturday Delivery £12.95 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 our EXPRESS delivery costs (standard items) and Furniture & Bed delivery costs 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; PH2 to PH41; PH49 to PH50; BT – Northern Ireland.

Standard Item Delivery cost is £11.95 to these UK postcodes. 

Furniture & Bed Delivery costs range from £35 to £170 depending on the size and weight of the item being delivered to these postcodes. This service is a white glove delivery service to room of choice.

 

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; PO30 to 41 – Isle of Wight; TR21 and 25 – Isle of Scilly

Standard Item Delivery cost is £12.95 to these UK postcodes.

Furniture & Bed Delivery costs are £195 to these postcodes. This service is a white glove delivery service to room of choice.

Please note that for Furniture Deliveries; BT - Northern Island is classified as Zone D so therefore the delivery cost will be £195.

 

If your order weight for Standard Items (not Furniture) 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 ALL OVERSEAS DELIVERIES ARE 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 dispatched 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 

We offer an easy 30 Days Returns Policy. If for any reason you are not completely cuckoo crazy about your purchase you may return it to us within 30 days for a refund or an exchange less the charges (if applicable) detailed below:

In the UK we use Royal Mail Tracked Returns for our returns (weight and size limits apply), because its easy, convenient (and reliable) and everyone knows where their nearest Post Office is!

Simply visit 'your account' (find the link in the footer of our site or click here) then complete this easy one pager here Royal Mail Cuckooland Tracked Returns and then print your returns label out and drop off your item at your nearest Post Office.

For Items Unwanted (excluding Furniture & Beds) there is a £3.95 charge to return your item through our Royal Mail Returns Service. Once we have received the item back we will deduct a returns charge of £3.95 from your refund.

For Items that are faulty or damaged (excluding Furniture & Beds) there is no charge for using our Returns Service. 

For Items you would like to exchange (excluding Furniture & Beds) there is only a delivery charge of £3.95 to resend the newly selected item out to you. There is no charge (no double charge) to return the original item to us. 

If you choose not to use our Royal Mail Returns Service you will not be charged for this service, Please note that unfortunately we will not be able to refund you for using a alternative returns service that you may have chosen to use instead of our Royal Mail Service, even if the product is faulty or was damaged when you received it. This only applies to the delivery charge of the return, not the refund of the product. But we strongly recommend that you use our Royal Mail Returns Service as it 's very competitively priced and will help in processing your refund quicker. 

For general Gifts, 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 (in Easy Steps). For Furniture and Beds please see out Furniture and Beds Terms and Conditions below.

See our Easy Steps below on how to return a product or email us at customerservice@cuckooland.com or call us +44 (0) 1305 231 231 Mon-Fri 9-6pm (UK time) for more information.

 



Our Terms and Conditions for Returning Beds & Furniture:

We are here to help. If you experience any problems with your Furniture delivery or your return 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.

Answering the no 1 question: 

Can I change my mind? The simple answer is, providing the goods have not been shipped; yes, you can cancel your order and receive a full refund. If the goods have already been shipped, you can reject delivery of your order; any refunds (if due) will be made once the goods have been received back into our warehouse (less the delivery charge). If you have received the goods and then changed your mind, you have 14 days in which to notify us. We will then refund you less the cost of collection by us- our collection fee is £50.  

However... Unfortunately items described on our website as ‘made to order’ cannot be returned to us for a refund. We ship these into the UK especially for our customers from various global locations and as such do not keep them in stock. If there are any damages to 'made to order' products, we will ensure parts are replaced as soon as possible. These include 'made to order' products such as upholstered items made especially for you (which may include mixed tension mattresses and custom made upholstery pieces). For hygiene reasons mattresses cannot be returned once the packaging has been removed. If however your mattress is faulty, we will of course arrange a collection and a replacement for you. 

In a Nutshell:

  • We realise that the word ‘furniture’ can cover a multitude of items. Our definition of furniture means large items with specific delivery requirements from the following categories: Furniture (dining / living / kitchen / bedroom / storage / childrens / garden);  Lighting; Rugs; Garden (Playhouses / large BBQ’s / etc).
  • If there is any major damage to the packaging or visible damage to your furniture upon arrival you should refuse delivery. If you do not refuse delivery it could affect your claim.
  • Please check your furniture items fully and report any damages or manufacturing defects or faults to us within 72 hours or this could also affect your claim.
  • We can only refund furniture in accordance with your legal rights, that is, if it’s not fit for purpose or as described on our website. There is a £50 collection fee for returned furniture.
  • If you experience any problems with your Furniture delivery please email us at customerservice@cuckooland.com or call us +44 (0) 1305 231 231 Mon-Fri 9-6pm (UK time). 

Standard Stock Furniture delivered to the UK:

Unwanted Product/Cancelling your Order (excluding made to order Furniture):

If you change your mind or no longer want your furniture item/s, you have 14 days to cancel your order, (this excludes made to order furniture). The goods must be returned in their original packaging, unopened and unused. Once we have received the goods back and we have checked them over, and providing they arrive back in a saleable condition with the packaging intact, we will refund in full less a collection charge of £50. For any furniture item that will fit through the parcel carrier network, the fee may be less. We reserve the right to withhold a percentage of the refund value of the returned goods if the product or packaging is in such a condition that the item needs to be reduced in price or repaired for resale due to mishandling. For your peace of mind, we recommend that you take photographs of the item in the box/packaging in case of damage in transit on the return journey back to us. 

Damaged or Wrong Products:

It is important that you check the goods as soon as possible upon arrival, if the goods have visible damage they must be reported to the driver or you can refuse the delivery. If you only realise after delivery that the goods are damaged, then please contact the Cuckooland team as soon as possible - customerservice@cuckooland.com or call us +44 (0) 1305 231 231 Mon-Fri 9-6pm (UK time) We will then send you over a form to complete. Supporting images must also be supplied either as an email attachment or in jpeg format. Depending on the extent of the damage, we will always try and source replacement parts for you. In this instance we will arrange collection of the damaged/wrong parts and we will send the replacement parts out to you as soon as possible. In cases of extreme damage, we will look to replace your entire item. Our decision will be made on a case by case basis. If you've been sent the wrong item, we will arrange for its collection as soon as possible and once received, we will send you the correct item as soon as possible. You will not be charged for this. 

Installation of Furniture:

If you intend to use the services of an independent installer to assemble your furniture, we strongly recommend that you do not book their services until your order has arrived in full and only after you have checked the condition of the furniture and you are happy that you have everything you need. Cuckooland will not reimburse any installation fees or any other third party service arranged by the customer.

Bespoke 'made to order' Furniture (Personalised Furniture and/or Mattresses) (UK or Overseas):

Unfortunately items described on our website as ‘made to order’ cannot be returned to us for a refund. We ship these into the UK especially for our customers from various global locations and as such do not keep them in stock. If there are any damages to 'made to order' products, we will ensure parts are replaced as soon as possible. These include 'made to order' products such as upholstered items made especially for you (which may include mixed tension mattresses and custom made upholstery pieces). For hygiene reasons mattresses cannot be returned once the packaging has been removed. If however your mattress is faulty, we will of course arrange a collection and a replacement for you. 

Refunds:

Where a refund has been authorised, Cuckooland will only refund cost of goods and the original delivery costs (if any). In instances where Cuckooland need to collect the item, a £50 collection fee will apply. Any third party costs (including installation) will not be reimbursed. Please note that your refund (once goods are received back into our warehouse and checked) may take up to 14 days to process. 

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.
  • Standard Stock 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 - please note this does not apply to items made to order - these items cannot be returned.  

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Wrong Product/Unwanted Product Delivered (excluding Furniture)

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 (using our Royal Mail Tracked Service - Royal Mail Cuckooland Tracked Returns - we have prepaid this), but please keep the Royal Mail (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) you will be charged £3.95 for shipping the item back to our warehouse using our Royal Mail Cuckooland Tracked Returns). If you do not use our Royal Mail Service you will not be charged £3.95. Choosing an alternative returns service will be for your account. In both cases the product must be unused and in its original packaging for us to process any refund. If the product is not in pristine resellable condition, we will be left to decide how much of the cost is refunded to the customer. We will be kind and fair but of course we cannot accept any used or damaged products back.
  • Once at our warehouse and if all is good, we will process your refund within 14 working days less any returns charges should they apply.
  • 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 furniture or beds- please see above 'Terms & Conditions for Returning Beds & Furniture'.

We are here to help. If you experience any problems with your delivery or return 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.

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Faulty Products (excluding Furniture)

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 (via our Royal Mail Cuckooland Tracked Returns) is prepaid by us. You will not be charged for the return of the product back to us. 
  • 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 or beds- please see above 'Terms & Conditions for Returning Beds & Furniture'.

We are here to help. If you experience any problems with your delivery or return 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.

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Damaged Products (excluding Furniture)

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). Call us on +44 (0) 1305 231 231. 

  • This does not apply to furniture or beds- please see above 'Terms & Conditions for Returning Beds & Furniture'.

We are here to help. If you experience any problems with your delivery or return 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.

 



General Terms & Conditions of Returns (excluding Furniture)

 

  • If for any reason you are not completely cuckoo crazy about your purchase you may return it to us within 30 days for a refund or an exchange. If the product is unwanted and you use our Royal Mail Returns Service (most convenient) we will deduct £3.95 from your refund. If you would like to exchange your product we will only charge you £3.95 to resend the newly selected product out to you (there will be no 'double charge'). In both cases, the original product must be in a pristine resalable condition and in its original packaging. This does not apply to furniture and beds.
  • 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.
  • Please visit your account on our site to create a Returns Authorisation Number (RAN) and then use this link to return your product - Royal Mail Cuckooland Tracked Returns. Its an easy one page form with a printable returns label. 
  • 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:  
    Cuckooland Returns
    C/O MMC Ltd 
    Unit 5, Worton Drive
    Imperial Way
    Reading
    RG2 0TG
    United Kingdom
     
  • Certain products and services are excluded from this returns policy, including food/perishable items, furniture, 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 an 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 resalable condition, we will make the refund directly to the credit/charge card or PayPal account that was used for the original order. If the product was faulty or it was delivered to you damaged we will not deduct any return charges, however if the product (excluding Furniture and Beds) is unwanted we will deduct £3.95 from your total refund. We will do this within 14 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 (excluding Furniture) - Cuckooland Members in the UK only

Easy steps:

  1. “Login” to your account on our website and enter your details (or click here 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 Royal Mail 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 Royal Mail Cuckooland Tracked Returns Service -but here it is for quick reference) Enter your Returns Authorization Number on this webpage and a returns label with postage paid will automatically be generated. Minimal fuss.
  4. Please print this email off and include this email (as it will contain your order number and items ordered) in the box you wish to return. This will speed up the returns / replacement / refund process. 
  5. Also remember to print off the label, attach it securely to the box (with the product inside please) and drop it off at your nearest Post Office.

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 20kg or larger than 61cm (L) x 46cm (W) x 46cm (D) 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, less any charges, to your credit/debit card within 14 days.

Please note the tracking of your return can only be done through our Royal Mail Tracked Returns Service not through your account.

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 (excluding Furniture) - 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 (RAN). Write this returns authorization number on the package being returned. If we provide you with an email confirmation that includes the RAN please print this email off and include it in the package you wish to return. This will speed up the returns process at our UK warehouse. 
  4. Send the return back to us at:

    Cuckooland Returns
    C/O MMC Ltd 
    Unit 5, Worton Drive
    Imperial Way
    Reading
    RG2 0TG
    United Kingdom
  5. We will refund you the cost of the item and the cost of the original standard shipping to you when we process the refund of your cancelled order and returned goods. The cost of sending the product back to us will be for your account.
  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 (excluding Furniture) – 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 (RAN) so you can return the product to us.
  4. If we provide you with an email confirmation that includes the RAN please print this email off and include it in the package you wish to return. This will speed up the returns process at our UK warehouse.
  5. 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 (excluding Furniture) – 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 (RAN) so you can return the product to us.
  4. If we provide you with an email confirmation that includes the RAN please print this email off and include it in the package you wish to return. This will speed up the returns process at our UK warehouse.
  5. 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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Customer Service 
Customer Service 
Customer Service 
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+44 (0) 1305 231231 Mon-Fri 9-6pm
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