Customer Service
At Cole & Mason, we want your experience to be as smooth as possible. Below you’ll find helpful information about ordering, delivery, returns, and more.
If you still have questions, please visit our FAQ page or view our Cole & Mason Guarantee. Alternatively, feel free to Contact Us.
Ordering Information
We are only able to accept orders placed online through our website. We are unable to process orders via telephone or other methods.
Orders will be processed by our customer service team the next business day.
Once your order has been successfully placed, you will receive an email confirmation with your unique order reference.
📧 If you do not receive this email within a few minutes, please check your spam or junk folders.
📧 If you still cannot find it, please contact us at service.de@dkhouseholdbrands.com and we will resend your confirmation.
Privacy & Security
We are committed to protecting your personal data. For more information, please see our Privacy Policy.
Returns & Exchanges
Please note: We are unable to handle returns for products purchased through Amazon or third-party retailers.
Satisfaction Guarantee
If you are not completely satisfied with your purchase, you may return it within 14 days of purchase for a full refund, including shipping costs.
Returned products must:
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Be unused and in their original condition
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Include all parts, manuals, accessories, and original packaging
If you prefer an alternative item, we can arrange an exchange. Any price difference will need to be settled separately.
Reporting Damaged Items
In the rare event your item arrives damaged, please Contact Us immediately. Our customer service team will assist you.
Faulty Items
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Within 30 days of purchase: Full refund or exchange available.
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After 30 days: Depending on the issue, we may offer a repair or replacement. Please see our Guarantee Page for more details.
How to Request a Return
To request a return, please Contact Us first.
Please do not send items back without authorisation, as unauthorised returns may not be eligible for refund or repair.
Refunds
We aim to process refunds within 14 days of receiving returned goods.
Refunds will only be made via the original payment method.
Refunds may be delayed or declined if returned items do not meet our return criteria.
Zero Tolerance Policy
Cole & Mason employees have the right to work in a safe and respectful environment.
We operate a strict Zero Tolerance Policy against any form of rudeness or abuse.
Need More Help?
If you need further assistance with your order, delivery, returns, or anything else, please visit our Contact Us page or review our Terms & Conditions.
