Shipping Policy

This Shipping Policy explains how orders for Women’s Swimwear, Women’s Sweatshirts, and Women’s Sportswear are prepared, dispatched, delivered, and handled in relation to shipping. By placing an order through our website, you acknowledge and agree to the terms set out below.

1. Order Processing

All orders are subject to order verification, product availability, payment confirmation, and successful completion of any applicable security checks.

Once an order has been successfully placed and payment has been confirmed, the order will enter our processing system for preparation and dispatch.

Processing may include confirming product availability, checking the order information, preparing the products, packaging the order, and arranging collection or delivery with the relevant shipping provider.

We aim to process orders as efficiently as reasonably possible. Processing times may vary depending on order volume, product availability, seasonal demand, public holidays, operational circumstances, and other factors outside our reasonable control.

2. Shipping Address

Customers are responsible for providing a complete and accurate delivery address when placing an order.

The delivery address should include all information reasonably required for successful delivery, including the recipient’s name, house number or building name, street name, town or city, postcode, and any other relevant delivery information.

We are not responsible for delivery problems caused by incorrect, incomplete, outdated, or inaccurate address information provided by the customer.

If you notice an error in your delivery address after placing an order, please contact us as soon as possible at:

Email: support@cotsmere.online
Telephone: +44 7800077455

We cannot guarantee that an address can be changed after an order has entered processing or has already been dispatched.

3. Dispatch of Orders

An order is considered dispatched once it has been handed over to the relevant delivery provider for transportation to the delivery address supplied by the customer.

Where dispatch information is available, customers may receive information relating to the shipment after the order has been dispatched.

Dispatch times are separate from delivery times. Any estimated delivery period should therefore be understood as beginning after the order has been processed and dispatched.

4. Delivery Times

Any delivery time communicated in connection with an order is an estimate unless expressly stated otherwise.

Delivery may be affected by circumstances including carrier delays, weather conditions, transport disruption, customs procedures, public holidays, peak shopping periods, local delivery conditions, industrial action, technical problems, and other events outside our reasonable control.

We will take reasonable steps to assist customers where a shipment appears to be delayed, but we cannot guarantee a specific delivery date where circumstances outside our control affect transportation or delivery.

5. Shipping Charges

Any applicable shipping charge will be displayed during the checkout process before the customer completes the order.

Shipping charges may depend on the delivery destination, order characteristics, shipping method, or other relevant factors.

The total amount payable for the order, including any applicable shipping charge, will be displayed before payment is completed.

We will not add undisclosed shipping charges after an order has been placed.

6. Delivery Locations

Orders may only be delivered to destinations made available through the checkout process.

The availability of delivery to a particular address may depend on the services provided by the relevant shipping provider and any applicable delivery restrictions.

If the website does not permit a particular delivery destination to be selected during checkout, we may not currently be able to ship to that destination.

7. Tracking Information

Where tracking services are provided for an order, tracking information may be supplied after dispatch.

Tracking information is provided for customer convenience and may be updated directly by the shipping provider.

Tracking events may not always appear immediately after dispatch. Delays in tracking updates do not necessarily mean that the shipment has stopped moving.

If tracking information does not update for an extended period, customers may contact us for assistance.

8. Delivery Attempts

Delivery providers may make one or more attempts to deliver an order depending on their operating procedures.

If nobody is available to receive the shipment, the delivery provider may leave delivery instructions, arrange another delivery attempt, deliver the parcel to a designated collection location, or take another action permitted under its delivery procedures.

Customers are responsible for following any instructions issued by the delivery provider regarding missed delivery attempts or parcel collection.

9. Safe Place and Alternative Delivery Arrangements

Where a customer instructs a delivery provider to leave an order in a safe place, with a neighbour, at another location, or under another alternative delivery arrangement, the customer accepts the risks reasonably associated with that instruction.

Customers should only select a safe place or alternative delivery option where they consider the location suitable and secure.

Any alternative delivery arrangement made directly between the customer and the delivery provider may be subject to the delivery provider’s own procedures.

10. Incorrect or Incomplete Delivery Information

If an order cannot be delivered because the customer supplied incorrect or incomplete delivery information, the parcel may be delayed, returned, held, or otherwise affected.

Where a parcel is returned because of an address problem attributable to information supplied by the customer, we may contact the customer to determine the appropriate next steps.

Additional delivery costs may apply where another shipment is reasonably required because the original delivery details provided by the customer were incorrect or incomplete.

11. Refused and Unclaimed Deliveries

If a customer refuses delivery or fails to collect a parcel made available for collection, the shipment may be returned.

A returned shipment will be handled after it has been received and identified.

Any refund, replacement, or reshipment associated with a refused or unclaimed order will be handled in accordance with the circumstances of the order and any applicable consumer rights.

12. Delayed Deliveries

Occasionally, orders may experience delays after dispatch.

If your order has not arrived within the expected delivery period, please review any available tracking information before contacting us.

When contacting us about a delayed delivery, please provide sufficient order information for us to identify the shipment.

We may investigate the matter with the relevant delivery provider where appropriate.

A delivery delay does not automatically mean that a parcel is lost.

13. Lost Shipments

If a shipment appears to have been lost during transportation, customers should contact us as soon as reasonably possible.

We may need to investigate the shipment with the delivery provider before determining whether the parcel is considered lost.

Where a shipment is confirmed as lost, we will handle the matter in accordance with applicable consumer rights and the circumstances of the order.

Customers may be required to provide reasonable information to assist with an investigation.

14. Damaged Parcels

Customers should inspect the condition of the parcel when it is received where reasonably possible.

If the parcel arrives visibly damaged, or if the products inside have been damaged during transportation, please contact us promptly.

Customers may be asked to provide photographs of the outer packaging, shipping label, internal packaging, and affected product where reasonably necessary to investigate the issue.

Customers should retain damaged packaging until the matter has been reviewed where possible.

15. Missing Items

If an order contains multiple products and an item appears to be missing, customers should first check the package carefully and review any available order or shipment information.

In some circumstances, products from the same order may be dispatched separately.

If an item is genuinely missing, please contact us with the relevant order details and a description of the missing product so that we can investigate.

16. Orders Marked as Delivered but Not Received

If tracking information shows that an order has been delivered but you cannot locate the parcel, please check the delivery location carefully.

Customers should consider checking with household members, neighbours, reception areas, building management, designated safe places, and any collection location indicated by the delivery provider.

If the parcel cannot be located after these checks, please contact us so that the delivery can be reviewed.

We may need to obtain information from the shipping provider before determining the appropriate resolution.

17. Multiple Shipments

An order containing more than one item may occasionally be sent in separate parcels.

Separate parcels may arrive on different dates and may have different tracking information.

Receipt of only part of an order does not necessarily mean that the remaining products are missing.

Customers should review any shipment information available before reporting an incomplete delivery.

18. Events Outside Our Reasonable Control

We are not responsible for shipping delays or failures caused by events outside our reasonable control.

Such events may include severe weather, natural disasters, transportation interruptions, carrier disruption, industrial action, government restrictions, public emergencies, customs delays, infrastructure failures, or other circumstances that materially affect delivery services.

Where such circumstances occur, we will take reasonable steps to manage affected orders and communicate relevant information where appropriate.

Nothing in this section limits any rights that customers have under applicable UK consumer law.

19. Customer Responsibility

Customers are responsible for checking the information entered during checkout before submitting an order.

Customers should provide accurate contact information so that we or the relevant delivery provider can communicate regarding the shipment where necessary.

Customers are also responsible for monitoring available delivery information and taking reasonable action where a delivery provider requests additional information, collection, or delivery instructions.

20. Shipping Enquiries and Contact Information

If you have questions concerning the dispatch, transportation, tracking, delay, loss, damage, or delivery of an order, please contact us using the following information:

Cotsmere
5 PRIORWAY AVENUE
BORROWASH
DERBY
DE72 3HW
United Kingdom

Email: support@cotsmere.online

Telephone: +44 7800077455

When contacting us about an existing order, please provide sufficient order information to allow us to identify and review the shipment efficiently.