Delivery
CHRISTMAS DELIVERY
To ensure your handmade Gushlow & Cole order arrives in time for Christmas:
- UK orders: Place by 15th December 2024
- International orders: Place by 11th December 2024
We may still deliver orders placed after these dates before Christmas, but we cannot guarantee it. If you’d like to confirm before ordering, please email us at customercare@gushlowandcole.com.
Orders placed after 23rd December will be processed from 2nd January 2025.
CHRISTMAS OPENING HOURS
Our office will be closed from the 23rd December, 2024 – 2nd January, 2025. Any enquires, orders or returns will be processed from the 2nd January, 2025.
Update regarding Brexit
Due to the UK leaving the European Union, from 1st July 2021, our EU customers are now liable for any taxes and duties at their countries VAT rate and customs fee vary depending on the destination country.
*Complimentary UK delivery on orders placed online above £150.
Orders will be delivered to the delivery address shown on your order confirmation.
All Gushlow & Cole orders will be dispatched and delivered via DHL on Demand Delivery (ODD).
Delivery times and costs
| Region |
Delivery |
Price |
Time* |
| UK |
Standard |
£4.99
Free on orders above £150 |
3 – 5 working days |
| EUROPE |
Standard |
£15 |
5 – 7 working days |
| INTERNATIONAL |
Standard |
£35 |
7 – 10 working days |
|
|
|
|
At Gushlow & Cole, we hand make each and every of our products in England. As a result some items may take longer to dispatch than others. If you wish to receive your order sooner than the specified delivery time then please contact our customer care team who may be able authorise an express delivery. Express delivery services may incur an extra charge.
Shipping times are applicable when orders are placed before 2pm (GMT/ BST) Monday to Friday. Any orders placed after this time will be treated as the next day. Please note any order placed after 2pm (GMT/ BST) on Friday will be treated as Monday.
Standard delivery is free for UK customers on orders above £150 placed online at www.gushlowandcole.com. Unfortunately this does not include orders to Ireland, Highlands, Channel Islands and any UK offshore islands.*
* For delivery to Ireland, Highlands, Channel Islands and any UK offshore islands please allow an additional two working days.
We currently deliver to over 40 countries worldwide. If we do not yet deliver to your country then please sign up to our newsletter and we will notify you when delivery is available. Please note that the delivery price may vary according to your chosen address.
UK
A standard delivery service is provided for all destinations. Please consult our delivery table for the delivery time for your chosen destination. We aim to deliver your parcel within the days specified, however if for any reason your parcel does not reach you in the suggested time period then please allow up to 7 working days* from the date you received your dispatch email.
* Weekends and UK bank holidays are not considered working days.
Europe
A standard delivery service is provided for all destinations. Please consult our delivery table for the delivery time for your chosen destination. We aim to deliver your parcel within the days specified, however if for any reason your parcel does not reach you in the suggested time period then please allow up to 10 working days* from the date you received your dispatch email.
* Weekends and UK bank holidays are not considered working days.
America
A standard delivery service is provided for all destinations. Please consult our delivery table for the delivery time for your chosen destination. We aim to deliver your parcel within the days specified, however if for any reason your parcel does not reach you in the suggested time period then please allow up to 15 working days* from the date you received your dispatch email.
* Weekends and UK bank holidays are not considered working days.
Rest of the World
A standard delivery service is provided for all destinations. Please consult our delivery table for the delivery time for your chosen destination. We aim to deliver your parcel within the days specified, however if for any reason your parcel does not reach you in the suggested time period then please allow up to 15 working days* from the date you received your dispatch email.
* Weekends and UK bank holidays are not considered working days.
On Demand Delivery (ODD)
After our team has completed your order, you will be notified by email/ SMS from DHL with access to your ODD portal. Via the On Demand Delivery portal you can choose how you wish to receive your delivery, with options including;
Collect from a DHL ServicePoint
No more impatient waiting at home unnecessarily. You can collect your parcel from a DHL ServicePoint nearby.
Schedule the delivery
You can select a delivery date that best suits you.
Signature waiver
Gives DHL permission to deliver the shipment without your signature.
Delivery to neighbours, reception desk or security staff
Gives DHL permission to deliver the shipment to neighbours, reception or security.
Delivery to another address
Gives DHL permission to deliver to an alternative address (such as work, family, school etc.)
Waiting time for holidays
If you are on holiday, DHL can hold the shipment for you for up to 30 calendar days.
Please note: that using On Demand Delivery service and requesting a forward delivery change could lead to a longer lead time of at least one additional working day. Certain delivery options may not be available due to the nature of the shipment or at the shipper’s request.
Re delivery
If you are not there to sign for your package, DHL will leave a delivery note stating delivery has been unsuccessful. Please then follow the instructions stated on the delivery note. If delivery is unsuccessful, our courier service will attempt to re deliver up to three times following the below protocol;
1st attempt: if no one is in, DHL will leave a card and automatically try again the following day.
2nd attempt: if no one is in, DHL will leave a card and will then hold until re delivery is arranged (please refer to the card on how to do so).
3rd attempt: if no one is in, DHL will hold the shipment and contact the Gushlow & Cole to see if we would like it returned.
Customs, Duties & Taxes
Please be aware that in some countries, local customs can introduce delivery delays that are out of our control. You can monitor your package’s delivery by tracking your order. For more details on how to track your order please see below.
Please be aware that it is not our responsibility if the receiving country does not accept our goods. In the case of any package being refused entry into your chosen country, we will grant a full refund on all products purchased. Unfortunately you will be liable for any delivery costs incurred.
Please note, non EU citizens will be charged duties and taxes according to their chosen country. The responsibility for any custom duties, foreign taxes or other fees which may be imposed rest with the customer. Should the customer refuse to pay duties and taxes held on an order applied by customs the responsibility lies with the customer to arrange for the order to be returned to Gushlow & Cole in order to receive a refund. Please contact your local customs office for more information regarding taxes and duties payable in your region.
Please contact your local customs office for more information regarding taxes and duties payable in your region.
Track your order
You will receive a confirmation email/ SMS via DHL letting you know your order has been dispatched. This email/ SMS will also include an individual order tracking number as well as a direct link to the DHL On Demand Delivery (ODD) portal. Via the On Demand Delivery portal you can choose how you wish to receive your delivery, and track your packages journey to you.
Problems with your order
All orders are quality controlled and packaged in house to ensure your order is of the highest standard.
If you receive your order and it is deemed faulty, it is missing the relevant documentation or it is missing an item listed on the dispatch note then please contact our customer care team. For more information on items deemed faulty, please see our returns policy.
Your rights regarding faulty, missing or incomplete orders are set out in full in our terms and conditions.
Product availability
If your chosen item is out of stock please contact our customer care team who will be able to notify you when your item becomes available. Alternatively you can sign up to our weekly newsletter in order to stay up to date with our news.
YOUR GUSHLOW & COLE ACCOUNT
Creating an account
Click My Gushlow & Cole to create/ log in to your own personal account with us. Creating an account will help you to:
- Manage your account details and orders.
- Keep track of each and every order
- View and print your order invoices
- View your past purchases
- Save items to your very own ‘wishlist’
- Quickly and efficiently purchase your chosen items
Forgotten password
If you have forgotten your password and would like to reset it then please go to our login page, and click ‘Forgotten Password’. Once you have entered your email address, we will send you an email containing a link to reset your password and from there you will then be able to follow the steps to login to your account.
FAQ’s
- What is your returns policy?
To see our full returns policy please click here.
- I can’t find my returns form?
To receive a new returns form please contact our customer care team who will be more than happy to help you.
All customers are able to return their order up to 14 days after the order has been received.
- Can I exchange gifted items?
If you received an item as a guest you are able to exchange the item. Please be aware that in regards to refunds on gifted items, the original card used to make the purchase will be refunded.
- Can I return sales items?
All sale items are returnable as long as they comply with our returns policy.
- How do I exchange an item?
If you wish to exchange an item them please locate your returns form within your package and then contact our customer care team who will be able to help you.
If you wish to return an item then please locate your returns form within your package and then contact our customer care team who will be able to issue you a return authorisation form number.
- I have not received my order?
If you have not received your order in the specified delivery time then please contact our customer care team.
We deliver to over 40 countries worldwide. If we do not currently deliver to your chosen country then please sign up and we will notify you when delivery to your country is available.
- What if I am not in when you deliver?
If you are not at the delivery address when your package is delivered then please follow the instructions on the re delivery note provided.
To track your order please follow the link contained in your order confirmation email. Alternatively you can click here and enter your tracking number.
