FAQ’s
1) Logging In/Password
How do I register an account?
Just click on the ‘Login/Register’ link and you will be guided through the registration process. You can shop first and then register if you prefer. Simply enter your details at the ‘Checkout’ instead.
I can’t log in?
Remember to use your original e-mail and password and don’t forget that it will be case sensitive.
You can always reset your password if you have forgotten it.
I’ve forgotten my password.
Click on ‘Login / Register’ then select the ‘Forgotten Password?’ option. Enter the email address you registered with and we can send you an email which will enable you to reset your password. If you do not receive an email, check your junk mail and spam filters.
Can I change my password?
Yes. Simply login to your account and select ‘My Details’. Fill in your existing password, then enter and confirm your new password. Make sure you click on the ‘Change Password’ button to finish
2) Ordering
I can’t find what I’m looking for.
Make sure you check the spelling or key words of the item you are searching for. Not all of our products are available to buy online. You can use the Stockist search to find your nearest local Cottage Delight retailer.
Is there an alternative way to place my order other than online?
Yes, you can call us direct and place your order over the phone by calling our Customer Service team on 01538 382020.
When will I receive my order?
95% of orders are delivered within 3 working days of receipt of your order for standard delivery (subject to stock availability and external forces beyond our control). We will also send you an email upon dispatch of your order including a unique reference number allocated by our courier to enable you to track the progress of your order. If you were not available to receive your delivery or there has been a failed attempt to deliver, you will receive a card with contact details to rearrange a convenient delivery day. Alternatively, please contact Linda in our Customer Services Team on 01538 382020 (full details under the ‘Contact Us’ section) if you fail to receive your order within the estimated time.
Please ensure that the delivery address details you enter are accurate as we cannot accept liability for late or failed delivery due to incorrectly entered information. Always provide a contact telephone number so that our courier can get further directions if necessary.
When will an item be back in stock?
At busy times of the year such as Christmas and Easter, stock availability may be low and if an item displays ‘Out of Stock’ there may be no more supplies of that item available to meet delivery dates.
Other external factors may affect our levels of stock and we are not always able to provide specific dates for when items will be available again. Please keep checking our site for further information.
All our products are made in small batches, and due to the seasonality of many of our ingredients there may be times when we are unable to produce certain lines until the year’s harvest is ready, and so at busy times such as Christmas and New Year, we may be low on stock. We will do our very best to fulfill all requests according to product availability. If we can’t supply specific items, we promise to let you know as soon as we can to arrange an alternative or a refund.
In the event of a product being temporarily unavailable, we will forward your main order, followed by the rest of your order as soon as possible. There will be no extra charge for this service.
From time to time we may need to substitute hamper and gift box items of equal or greater value.
3) Payment
My card has been declined.
Make sure that you enter the correct billing address for the payment card, this must exactly match the registered address of your credit/debit card. Ensure that all the card details are correct including the 3 digit security code on the back of the card.
What type of payment cards do you accept?
We accept payment by:
Switch
Maestro
Delta
Solo
MasterCard
Visa
How do I enter a promotional code?
Simply type the offer code into the highlighted box on the ‘Checkout’ page and click ‘ Apply Code’ to activate before entering your payment details.
When will the payment be taken from my account?
Your card will be authorised and debited immediately when you submit your order, prior to dispatch of your goods.
Your card details will be verified when you place your order online and this ‘pre-authorisation’ may be shown on your card statement. These pre-authorisations naturally expire within 3-5 days usually.
When will my card be charged?
Your payment will be authorised and debited immediately when you submit your order.
I haven’t received all the items on my order?
Check your confirmation email to make sure all of the items are listed on your order.
Please contact Linda in our Customer Services team on 01538 382020 if there is any discrepancy and she will be happy to help.
4) Delivering your Items
Where do you deliver to?
We can deliver to all addresses within the UK Mainland only.
Do you deliver overseas?
Sorry no, we are unable to send our products overseas via our website.
What if I am out when the courier attempts to deliver?
The courier (APC) will attempt to deliver Monday to Friday and will leave a contact card to advise of any failed delivery attempt. The courier will hold the parcel for 72 hours before returning it to ourselves. You can contact the courier direct via their website www.apc-overnight.co.uk quoting your unique reference to facilitate delivery of your parcel or collect from your nearest APC depot at your convenience. We would advise that you also provide a contact telephone number for the courier in case of any delivery issues.
Can I track my order?
Yes, we will issue you with a unique reference code allocated by the courier upon dispatch of your goods so that you can track the progress of your order direct with APC via their website www.apc-overnight.co.uk
How will I know what I have been charged for delivery?
Delivery charges are indicated on the Checkout page as you add to your shopping basket.
They are also included on your printable order invoice.
UK Delivery Charges:
| UK Mainland Standard Delivery (3-4 working days) | £5.95 |
| UK Mainland Next Day Delivery (orders need to be placed before 10am to qualify for next day delivery) | £7.95 |
Can I specify a day or time for delivery?
Yes, although you will not be able to do this on our website. You can contact our Customer Services Team on 01538 382020 and they will be able to help you with this request.
Please see the ‘Delivery Information’ section of our website.
Can I change or cancel my order?
You can make changes to your order if necessary before your items have been dispatched although this may cause delays. You may also cancel your order if you change your mind before it is dispatched by email at sales@cottagedelight.co.uk or by calling us on 01538 382020 and ask for Linda in Customer Services.
5) Using our Website
Where can I find Cottage Delight’s privacy and security policy?
Visit the ‘Privacy Policy’ section on our website at the footer of the Home Page.
Is it safe to shop on your site?
Yes, you will see a padlock icon in the security status bar in Internet Explorer located on the right side of the address bar as soon as you have logged in. We can assure you that all your details are entered into a secure environment which you can verify whilst shopping.
You can place your order over the telephone with our Customer Services Team on 01538 382020 if you prefer.
Which browsers can I use to view the Cottage Delight website?
The following browsers will currently provide you with the clearest and fastest viewing experience although these are subject to regular updates:
Internet Explorer – version 7 and above
Firefox – version 3.5 and above
Safari – version 4.5 and above
Opera – version 9 and above
Chrome