Change or cancel an order
We're sorry that in most circumstances it's not possible to make changes to your order once you've placed it. If you'd like to add products to your order, please place a new order for these items.
If you need to change details of your delivery address, remove items from your order or cancel it completely, please contact our Customer Services team for advice on 0844 875 0055 between 9am and 5.30pm, Monday to Friday, or email us at firstname.lastname@example.org. Please be ready to quote your order number and order date.
There are some products which we cannot cancel, refund or exchange, including made to order items. Please see below for more details.
Track your order
To check your order status, just sign in or register at the top of the page, then click on My Account followed by My Orders:
- Processing - your order has been received
- Complete - your order has left our warehouse. You'll receive an email confirming despatch. Depending on our chosen carrier, you may receive a separate email from us that will detail how to track your order when it has left the warehouse. In the case of products such as furniture where there is a long lead time, "Despatched" means that you've been charged for your order, and you'll be notified of delivery separately
- Cancelled - your order has been cancelled either by you or us
If you find that your order has only been partially delivered, this may be because other items are being despatched from a different location. However, if your order is obviously incomplete, over-delivered or damaged, please email our Customer Service team or telephone on 0844 875 0055.
Your purchase history
To find out more information on your past orders, please sign into your account.
Missing, incomplete or damaged orders
If your order hasn't arrived, or arrives incomplete, please view your order online by signing into My Account here. If your order has been despatched but hasn't arrived within the expected time period, please email our Customer Service team or call us on 0844 875 0055.
If you've more than one item on your order, please bear in mind that products may be sent out from multiple locations and arrive separately. However, if this is not the case and you haven't received the entire order as detailed in the order confirmation email sent to you, please email or call us as before.
If your order arrives and the goods are damaged, follow our returns procedure.
At CuppaCo our key priority is to please our customers and we want you to be happy with the goods you order from us. We’re sure that you will be but, just in case, our returns policy is outlined below.
Under the Distance Selling Regulations, if you buy online or by phone, your consumer rights entitle you to a full refund if you request one in writing within 7 working days of receipt. This includes any delivery charge, but excludes the products listed as exceptions below.
Terms & conditions
- If you're unhappy with your purchase, please let us know. Unless faulty, we'd like this to be within 90 days of purchase
- It's important that any unwanted item, unless faulty, is returned in a re-saleable condition. We'd expect this to mean that you've kept all original packaging and labels, and that it's undamaged and unused
- We'll refund any delivery charges you've paid if you return an entire order (UK orders only)
Products we're unable to cancel, refund or exchange
We can't offer refunds or exchanges, unless faulty or not as described, on the following items:
- Products which have been personalised for you
- Made to order products
- Perishable goods
Where a product has been specially ordered for you, unless faulty, we're unable to refund or offer an exchange. We're unable to accept cancellations for these orders, unless within 24 hours of the order being placed. We'll make this clear when you place your order.
Please check the dimensions of the delivery address for access (including doors, corridors, stairs and corners), as well as the proposed location, before you order large pieces of furniture, to confirm that the product is the right size for your needs, and to enable us to deliver your order successfully.
All furniture items sold on CuppaCo are protected by a minimum 5 year guarantee. We underwrite all of our manufacturer’s warranties which safe guards you if for whatever reason they cease trading. All products are warranted against manufacturing defects, with the exception of moving parts (i.e. castors, drawers and other mechanisms) and seating upholstery, which is subject to usage related wear and tear. We reserve the right not to apply a warranty if the product has been subjected to improper use, or if a product has been tampered with by a third party or by any non-authorised personnel.
How to exchange or return a product
Returns and exchanges are dealt with on an individual basis depending on the products ordered and the reason for return or exchange. If you wish to return or exchange an item please email email@example.com stating your order number, product and reason for return or exchange and we will advise you on how to proceed.