Delivery & Returns


Delivery costs

If you spend £40.00 or more in one transaction the delivery of this order will be free. Transactions costing less than £40.00 will be charged at £4.00.

Most of our deliveries are sent using Royal Mail's Recorded service so your order should be delivered within 2-4 working days from the date that your order was dispatched. We aim to have all deliveries processed and dispatched within 24 hours; however, we do not process orders during the weekend.

All Cosatto nursery products will be delivered by courier within 5 working days.  Signature will be required upon delivery.

Deliver process

Upon dispatch, we will send an email notification to the email address provided to let you know that your goods are on their way. The email will normally contain a tracking number that you can use to track your order on the Royal Mail website. If your good(s) have not arrived within 4 days, and you are not satisfied with the information available on the Royal Mail tracking system, please notify us and we will do our best to get you more information.

As orders are sent via a recorded delivery service a signature will be required upon delivery of your goods. Please keep this in mind when deciding on the delivery address. We cannot accept responsibility for any missed deliveries. If you miss your delivery a collection card should be left in its place by Royal Mail. You will need to bring this card to your nearest Royal Mail collection station. Please follow the instructions on the collection card in order to ensure a smooth collection.

Delivery issues

In the event of any goods delivered by us being damaged in transit, deficient of items shown on the delivery note or failing to match the items ordered by you, then such details must be notified by you to us within seven working days of receipt. If we receive no such notification the customer will be deemed to have accepted the items as satisfactory. We cannot be held liable for any consequential loss caused by late delivery or failure to deliver by the company's appointed carrier.

Returning items that you no longer want

If you decide you no longer want an item that has been dispatched, we will refund the value of that item. You must return the goods to us within 21 days of the date they were delivered.

Please note that the delivery charge will not be refunded. Furthermore, if your order was delivered free of charge we will deduct a cost of £4.00 from the value of the good(s) returned in order to compensate us for the cost of delivering the item.

It is your responsibility to ensure that any returned items are delivered to us in a condition that we can accept.  The following criteria must be satisfied in order for us to accept a returned item for a refund:

  1. We must receive the item – we recommend that you send items back using a recorded delivery service. We cannot be held responsible for items lost in transit and will not refund the cost of these items as a result.

  2. We must be able to resell the item – the item should be in its original packaging, it should be unopened and have all its original parts. Any goods that we feel have been opened or used in some way will not be refunded.

  3. We must be happy with the condition of the item – we recommend that you adequately protect the item so that they do not get damaged in transit. If we feel that adequate care was not taken to protect the goods, we will not refund the amount of the goods in question.

Returning items that you did not order (wrong item), or are faulty

Firstly, we would like to apologise for the inconvenience. Please inform us as soon as possible so that we can rectify the situation promptly.

To help us determine what course of action to take we may ask that you email a photo of the damaged goods/wrong item received to help us decide what course of action to take. Although this may seem like it delays the processing of a refund, it could actually help to speed it up by enabling us to perform our obligations sooner. As such, we would appreciate your cooperation in helping us to resolve the matters as quickly as possible.

We will refund the cost of returning the item to us. Please retain a receipt in order for us to reimburse you.

Please note that if we receive an item back and we deem it not to be damaged/faulty then we will not refund any postage costs incurred by you. For this reason it is important to establish as many facts about the fault/issue before you return an item.