Deliveries & Returns
Deliveries & Returns
This page supplements the Delivery section of the Customer Terms and Conditions.
Free Delivery to most of UK
Delivery is free of charge to most of the UK on all products in store, including mainland Scotland's cities and lowlands (for example Edinburgh, Glasgow, Aberdeen and Dundee). For where we deliver to, see Delivery Areas.
Delivery charges only apply to:
- the Scottish Highlands & Islands (see Areas classed as Highlands & Islands below) - £30
- Northern Ireland - £70
The delivery charge is worked out from your delivery postcode and shown at checkout before you pay.
Delivery areas
We deliver to England, Wales, Scotland (except Shetland), Northern Ireland and the Isle of Wight.
We don’t deliver to:
- Republic of Ireland
- Shetland (ZE1 - ZE3)
- Isle of Man
- Channel Islands (Guernsey and Jersey)
- Isles of Scilly (TR21 - TR25)
Areas classed as Highlands & Islands
Deliveries to the postcodes below attract the £30 delivery charge stated above:
- Rural Aberdeenshire and Moray - AB31 - AB38, AB41 - AB56
- Callander, Killin and Crianlarich area - FK17 - FK21
- Inverness and the Highlands - all IV postcodes
- Caithness, Sutherland and Orkney - KW1 - KW17
- Argyll, Bute and the Argyll islands (including Islay, Mull, Coll and Tiree) - PA20 - PA49, PA60 - PA78, PA80
- Rannoch, Badenoch and Strathspey - PH17 - PH26
- Lochaber (including Fort William and Mallaig) and the Small Isles - PH30 - PH44
- Ballachulish and Kinlochleven - PH49 - PH50
- Western Isles - HS1 - HS9
- Isle of Arran and Great Cumbrae - KA27 - KA28
All other Scottish postcodes have free delivery. For further information, please contact our Customer Service Team.
Key delivery information
See the following sections of our customer terms and conditions:
- Delivery address and access information – please ensure to inform us of any access issues as soon as you have placed the order (see our Contact Us page)
- Delivery to a business address
- Deliveries must be signed for
- Delivery lead times
- Preparation for delivery and delivery location
- Unwanted furniture/mattresses
- Failed deliveries - If you do not take delivery of the product on the delivery date (or timeslot where applicable) or the delivery fails because you have not provided us with information that we need to make the delivery, we reserve the right to charge you for the re-delivery attempt at a cost of £54.00.
Re-arranging the delivery date
If you need to rearrange the delivery day, you can do so before 12.00pm on the day before the original delivery date otherwise it will be too late for us to make the change and you will need to pay for the rescheduled delivery at a cost of £54.00.
Tracking Your Delivery
If you need to track your delivery or you have any questions regarding our delivery lead times, please contact us.
Returns Procedure
We aim to offer a quick and hassle-free returns service. We are confident you will be happy with your Cuckooland purchases, but if you do change your mind and wish to return a purchased item(s), the following procedure will apply:
- Contact us at customerservice@cuckooland.com.
- You will then receive a confirmation response within 48 working hours;
- Provided the return is approved, you will receive an email outlining charges and the amount to be refunded;
- If collection is required, we will call or email you to arrange a convenient collection date;
- Once the item(s) are back in our possession, they will be inspected;
- Provided the inspection is successful, a refund will be issued in accordance with our T&C's;
- The refund amount will be credited back to the original payment method used for the purchase. However, if it is not possible under the circumstances, we will request alternative card or bank details;
- Your refund will take between 3 - 10 working days to process, subject to your card type.
Please ensure that you have read our returns policy before submitting the completed form. If you require any help or have any questions regarding this procedure, please do not hesitate to email us directly at customerservice@cuckooland.com.
Return Charges
Collection Fees: If you require us to collect your item, then a collection surcharge will also be applied to the refund. The cost of this depends on the item(s) to be returned and also the location they are being collected from.
Items Faulty Within Warranty Period
Most of our products come with a standard 12-month manufacturer's warranty, each with its own T&C's included. If any item(s) that you have purchased develop a fault, and it's more than 28 working days since you received them, then provided your item(s) are within their warranty period, you will be entitled to a warranty repair.
In certain cases, manufacturers will need to provide a specialist on-site inspection of the damaged item(s) in order to ascertain the fault. Failure to accept the inspection will result in the return being refused.
Tracking Your Return
If you need to track your return request, please email our returns team quoting your full name, contact details, and order number, and a member of staff will happily check the progress of your return request. Please note that while every effort is made to process the request as quickly as possible, it can take up to 48 working hours.
Returns & Cancellations Policy
Goods must be returned in an "as new" condition. If items have been assembled and/or modified or are made to order, we will be unable to accept the return. Also, if the product is an opened/used mattress or pillow, it cannot be returned due to health and hygiene reasons. If, upon inspection, we find any of the above has been breached, we will return the item to you at your expense and no refund will be given. If the item is returned to us in accordance with our terms and conditions, a refund will be provided minus the charges listed above.
14 Day Rights
You have the right to cancel your online order up to 14 days from the day you receive your goods. You then have a further 14 days from the date you notify us of your cancellation to return the goods. Some products are made to order and are therefore exempt.
30 Day Rights
You have the right to reject goods that are of unsatisfactory quality, unfit for purpose, or not as described. This right is limited to 30 days from the date of purchase.
Deliveries and returns Payment Methods Changing or cancelling an order Coupons, discounts and promotional codes
Common questions
When will my order be delivered / where is my order?
Once your order is dispatched, the courier will send you a notification with the delivery date and tracking details, plus an estimated 2-3 hour delivery window the night before or early on the delivery day. Pre-order or backorder items are dispatched as soon as stock arrives and delivered the next working day; any arrival date we give is approximate and depends on there being no further delays. For an update on a specific order, contact us with your order number and postcode.
How can I track my order / get a tracking number?
Once your order is dispatched, the courier will email or text you the tracking number and delivery date, so please keep your lines open. If you haven't received it, contact us with your order number and we can send the tracking details.
My item arrived damaged. What should I do?
We're sorry about that. Please report any damage within 14 days of delivery and send us your order number, clear photos of the damaged part(s) and the packaging, and the part number from the assembly instructions. We'll then send a free replacement part or, for minor cosmetic damage, may offer a partial refund if you're happy to keep the item.
Can I cancel my order?
Yes. If it hasn't been dispatched, email customerservice@cuckooland.com with your order number and order date. If it has already been dispatched, a cancellation charge applies: £3.95 for small items, £11.95 for medium items and from £50 for large or heavy furniture. Made-to-order and personalised items can't be cancelled once ordered. See changing or cancelling an order.
Can I return an item if I change my mind, and how?
Yes. You can cancel within 14 days of delivery and then have 14 days to send the item back. Items must be returned "as new": not assembled, modified or made to order. Email customerservice@cuckooland.com with your order number and photos of the item and boxes; you'll get a reply within 48 working hours. If you ask us to collect, a collection charge is deducted from the refund. Opened or used mattresses and pillows can't be returned for hygiene reasons.
Parts or screws are missing from my delivery. Can you send them?
Please check all the boxes first, then send us your order number and the numbers/letters of the missing parts from the assembly instructions. We'll send the missing parts free of charge.