COVID-19 Delivery, Returns & Safety Updates:

Thursday 9th July 2020 Update: Our Online Store is OPEN and Delivering. 

Current Customer Service Response Time: Within 2 Working Days. 

Can I still order online?

Yes you can! We're receiving orders as usual and we’re delivering to your doorstep. Our warehouse, as well as our delivery partners, are extremely committed to keeping the wheels in motion whilst maintaining strict hygiene protocols. We are continually monitoring the guidelines and advice provided by the UK Government and Public Health England, and doing everything we can to make your online shopping and delivery experience as safe as possible. Please continue to order as usual to support the UK economy and so we can continue to delight you with our products and service.

Due to currect circumstances, some deliveries will be contactless and delivered to your doorstep only. Where possible, some room of choice deliveries can be made with the customers permission. As usual our delivery companies will still book this delivery in with you.

Are your Customer Services still open?

Yes we are! Our Customer Services department is open from Monday to Friday from 9am to 5pm (excluding bank holidays). We do encourage contact be made via email or through our on-site message service to ensure a response from the relevant team, please help us by not sending follow-up emails or creating multiple points of contact about the same issue. Some members of our team are currently manning the decks from home so communication may unfortunately be slightly slower than usual. We assure our customers that we are working as efficiently as possible to get back to all incoming communications and we are as passionate now as we ever were about providing the highest level of customer service and support. We ask all our customers to please bear with us and our delivery partners during this difficult time; your patience, tolerance and kindness is much appreciated.

Will my order be delivered on time?

Generally, yes it will. We're doing everything we can to get your order to you as quickly and as safely as possible. Because we have increased safety measures, your delivery may take a little longer than usual. Some of our supply chains are working with reduced staff and due to an increase in volume of orders this may also contribute to unavoidable delays. If these delays do occur, you will be notified by a member of our team - rest assured that we will always try to keep these disruptions to a minimum. Please check the latest information on our product pages for lead times on products.

Can I still receive delivery of parcels?

Yes. Public Health England (PHE) has advised that people receiving parcels are not at risk of contracting the coronavirus (COVID-19). It is understood that these types of viruses don’t survive long on objects such as letters or parcels. This complements the highly publicised guidance from PHE for people to wash their hands more often than usual using soap and hot water.

How do I return a product if I'm self-isolating?

We understand and are here to help. We have now introduced a temporary exception to our usual returns policy during these unprecedented times. Goods received by our customers after the 23rd of March 2020 now have an extended returns rule applied to them. You may return goods to us within 14 days after the UK Government lifts the Nationwide COVID-19 lockdown

The usual exclusions apply as per our Standard Returns Policy such as 'made to order' products and 'goods not being returned in their original packaging'.

Public Health England have stated that there’s no current evidence to suggest that the virus can be transmitted from packages.

What happens if I have a faulty item or I am missing a part?

If your order arrives damaged or defective, or if you are missing a part, we will send out replacements to you. In cases of extreme damage, we will replace your entire product. If you need to report a damaged or missing item please email a brief description of the issue, your order number, supporting images and the part numbers you require to customerservice@cuckooland.com. As some goods are manufactured in Europe, lead times can vary and we are experiencing delays for some replacement parts. We will of course do everything we can to speed up this process and we’ll keep you updated with any new information as soon as we receive it.

Click & Collect

Please note that our Click and Collect service is temporarily suspended. This is part of our precautionary measures to protect our customers and partners from COVID-19 virus. If you are yet to collect your parcel, please contact us on customerservice@cuckooland.com

We will continue to update this information as and when we receive new information. Our Customer Service Team are manning phones, live chat and emails so please don’t hesitate to contact us should you need help with your order. We are so grateful for your continued support during this time and we look forward to delivering your beautiful Cuckooland goodies to you.


Read what others are saying


Oliver Furniture 4 in 1 Cot Bed in White & Oak
The cot is set up finally! This just makes me happy! This is definitely my best gift ever especially in this situation we are in. Thanks so much for making my dreams into a reality. Love Dinie
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