COVID-19 Delivery, Returns & Safety Updates:
Our Online Store is OPEN and Delivering.
Current Customer Service Response Time: Within 1 Working Day.
Temporary Delivery Disruptions
Due to the COVID-19 coronavirus pandemic, there are currently significant delays receiving shipments into the UK from Europe. Please be aware that this may affect delivery times for some of our European suppliers. A full list of affected brands can be found below.
We are working very closely with our suppliers and delivery partners to minimise disruptions and resolve these challenges as soon as possible. As soon as the borders open services will resume, but we do expect that delivery times may increase in the upcoming weeks.
Our aim is to keep customers informed wherever possible to any order delays. These continue to be extraordinary times and we thank all our customers for their continued patience and understanding. We are trying as hard as we can to get orders to our customers as quickly as possible.
Impacted list of European brands include: Benlemi, Bermbach, BePureHome, Broste Copenhagen, By Boo, Bold Monkey, Cam Cam Copenhagen, Child Home, Circu, CoolKids, Dutchbone, Eleonora, Garden Igloo, Heatsail, Hypedome, In2Wood, Kalon Studios, La Forma, Laurette, Leander, Lifetime, Lord Lou, Lorena Canals, Lovi, Mathy By Bols, Oliver Furniture, Rafa, Sika, This Is Dutch, Tiipii, Vox, Woood, Zuiver.
Orders from outside the UK
Due to the impact of COVID-19, we have temporarily suspended all orders from outside UK. Pending international orders may be subject to delay. If you have any queries, please contact our Customer Service Team on 01305 231231, email customerservice@cuckooland.com or via our Live Chat.
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.
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.
