Frequently asked questions

We would like to like to let you know how we have increased our sanitation in response to COVID-19. Our spa has always upheld strict hygiene practices and the well-being of our guests is our priority. As we look forward to welcoming you, we would like to reassure you that the following additional protocols have been introduced, so you can feel safe and protected while you're with us.

• Exceeding all local and regulatory guidelines relating to sanitation and hygiene
• Prohibiting employees who have a fever or are sick from engaging with guests
• Training employees on sanitation and hygiene standards
• Fully sanitising all treatment areas between each service

Prior to check-in, all guests are required to have a temperature check via a scanner. We also ask that you wear a face mask as per the government guidelines.

As per the government guidelines, please note it is a requirement to wear a face mask throughout your visit.

Unfortunately, not at the moment. We encourage you to bring your own water, but we will be able to offer it if necessary.

Due to social distancing guidelines, you will be unable to wait in the spa before or after your treatment as we have limited seating. We kindly ask that you arrive 5 minutes prior to your appointment.

We are only taking card payments at the moment.

Yes, the gift card booking process will function as normal, please check the gift card page for terms and conditions.

We have automatically extended all gift cards until June, 2021 to ensure you're able use your existing balance in Spa.

Unfortunately, not at the moment due to social distancing guidelines.

You can cancel up to 24 hours before your treatment without charge. If you're feeling unwell, please do not attend your treatment and let the spa know as soon as possible. Occasionally, we may have to reschedule an appointment if no therapists are available, however we will try to provide 24 hours notice.

You can book online or call the spa directly, please find contact details on our Contact us page.

We are offering treatments in line with current government guidelines. Unfortunately, we are unable to provide dual treatments (simultaneous mani-pedis), couples massages and group bookings at this time. We will continue to revaluate this list according to government advice.

We currently accept the following payment methods:
Visa, MasterCard, Solo, Maestro, Visa Debit, Visa Electron, American Express and PayPal.

We trade in GBP (£) and USD ($), your currency will be selected based on your delivery address.

At Cowshed we understand that your online security is of paramount concern. We are committed to providing a secure online shopping environment that goes above and beyond industry security standards and guidelines through our payments service provider.

For more information please see our Privacy & Security policy.

If your credit or debit card payment is declined please double check that you have entered the correct card details and that your card has not expired.

Please also check that the billing address entered matches the address to which the card is registered.

Alternatively, please try checking out with a different payment card or PayPal.

For more information regarding a failed payment we recommend to contact your card issuer directly as, for your own personal privacy, only your bank can tell you why your card was declined.

When placing your order we carry out a standard pre-authorisation check on your payment card.

If you're payment was unsuccessful a pre-athorisation may have still be put in place.

Please note that you have not been charged but your card issuer has put a reserve on the funds. This reserve will usually be released within 3-10 working days dependant on your bank.

For more information please speak with your card provider directly as they will be able to advise you on their specific policy.

We cannot take further payment for additional items, or issue refunds for detractions once your order has been placed. As such, we are unable to make any amendments to your order.

There is a very limited window where we may be able to cancel your order prior to dispatch. If you would like to cancel your order, please contact our Customer Care team right away.

For our UK & EU customers, Please note that your statutory right to cancel under The Consumer Contracts Regulations 2013 is not affected.

From time to time we may offer promotional codes to use on your order.

The promotional code should be entered into the relevant field in the shopping basket while checking out.

We cannot retrospectively add a promotional code to your order or refund the equivalent amount so please do check your order before placing it.

Please note that promotional codes cannot be used in conjunction with any other offer, including sale items, and you are limited to one code per transaction.

We deliver orders globally. Please visit the dedicated Delivery & Returns page for our domestic and international delivery costs and time frames.

In light of Covid_19 restrictions, we're taking additional precautions alongside our delivery partners and have removed 'signed for' deliveries so all small item deliveries are now 'contactless' safeguarding both drivers and customers.

Our delivery services vary depending on where you're based.

For more information on what options are available to you please take a look at our dedicated Delivery & Returns page.

When your order leaves our warehouse you will be sent a Dispatch Confirmation email, within this will be you your Cowshed tracking number.

To track your order online please visit the carrier's dedicated tracking site:

For UK orders shipped with Hermes click here.

For US and Canadian orders shipped with Fedex click here.

For orders to Europe and the rest of the world shipped with DHL click here.

If you have not received a Dispatch Confirmation email within 10 working days please get in touch with our Customer Care team.

In light of Covid_19 restrictions, we're taking additional precautions alongside our delivery partners and have removed 'signed for' deliveries so all small item deliveries are now 'contactless' safeguarding both drivers and customers.

For orders shipped within the UK, Hermes will not require a signature for delivery and may leave your parcel in a safe place if deemed appropriate.

Once you receive your tracking number you will be able to amend your delivery preferences with Hermes directly either online or via the Hermes app.

For orders shipped outside of the UK, DHL will require a signature for delivery.

Once you receive your tracking number you will be able to amend your delivery preferences with DHL online.

For orders shipped within the United States and Canada, Fedex will not require a signature for delivery and may leave your parcel in a safe place if deemed appropriate.

Your Cowshed order will be delivered as below:

UK Orders: shipped with Hermes, Monday to Saturday, 8am-8pm,

EU & International Orders: shipped with DHL, Monday to Friday, 9am-5.30pm

US & Canadian Orders: shipped with Fedex, Monday to Saturday, 9am-8 pm (businesses by 4:30pm)

Please note that delivery will not be attempted on Public Holidays.

Our shipping partner may return your parcel to us if the address is incorrect, incomplete or there has been three failed delivery attempts.

We ask that you please ensure your address details are entered correctly when checking out. If you do spot a mistake once your order has been placed please contact our Customer Care team right away and they will do their best to assist to you.

If we are unable to deliver your parcel it will be returned to our warehouse and we will process your order as a return and issue you with a full refund.

Please note that we are unable to re-ship packages that are returned to us as undeliverable.

Please note that we ship all international orders on a 'Delivered Duties Unpaid' (DDU) basis.

Your order may be subject to charges or fees imposed by your local customs authority. Payment of these will be necessary to release your items from customs on arrival.

Please note that we have no control over these charges and cannot predict their amount or offer a refund for them.

We recommend that you contact your local customs office for details on how these charges are assessed and applied to your delivery.

Customers placing orders for delivery to EU destinations will be the importer of record in the EU country of destination. By placing orders for EU delivery, customers agree that Soho Home will pay all applicable import taxes and duties prior to the delivery of goods on behalf of the customer. There will be no further payable amount owed by the customer once the order is placed.

If you are a business customer outside the UK and need further tax-relevant information for your order, please don't hesitate to contact our Soho Support team.

For our customers based in Spain and associated islands, you will be contacted by our delivery partners regarding the clearance of your order through customs.

You will be asked to provide the following:

• Your passport
• Your Número de Identificación de Extranjero (NIE), either paper or card version
• Your customs agent declaration - the English version is for translation purposes, but the Spanish copy must be completed at the top and signed at the bottom
• Empadronamiento, if you have one
• Residencia card, if you have one

If you're unable to provide this information, there's a risk we may not be able to deliver your order and it will instead be returned to us.

For more information or assistance, please contact our Soho Support team.

We hope that you will be happy with your order, however, if for any reason you wish to return something us for a refund you may do so within 28 days of receipt provided that the item is unused, in perfect condition and complete with original packaging.

Please note that if you have purchased your products via one of our stockists you will need to arrange your return with them directly.

We are unable to offer exchanges on any purchases.

For all returns, please complete the Return Code column on your Dispatch Note and include inside your parcel

The goods must be returned unused and in perfect condition complete with original packaging so take care to ensure you have securely packaged up you return.

We include a Royal Mail Free Returns Label inside all our UK orders, simply attach the pre-paid returns label to the front of your parcel and take your return to any UK Post Office counter

For our customers outside of the UK, we do not offer a free returns service so we ask that you use a fully tracked service with any reputable carrier to ensure your return reaches as your return is your responsibility.

Please keep hold of your proof of postage receipt so you can ensure that your return reaches us successfully.

For any further assistance please contact our Customer Care team directly.

Please keep hold of your proof of postage receipt so you can ensure that your return reaches us successfully.

You will receive email confirmation once your return has been received and your refund completed.

We aim to process your return within 7 working days of receipt into our warehouse.

Your refund will be made via your original method of payment, please note it may take 5-10 working days for the funds to be reflected in your account.

We're very sorry you've experienced an issue with your online order.

If you need to return your items owing to defects, incomplete or incorrect delivery, please contact our Customer Care team directly.

If possible, please also take clear photos which reflect the issue so we can resolve as efficiently as possible.

The Consumer Contracts Regulations 2013 are in place to protect your rights. You have up to 14 days from the date you receive your order to cancel it.

Contact our Customer Care team with your name and order number and we can advise you on the next steps.

For further details on how to cancel your order and return an item to us, in accordance with the Consumer Contracts Regulations 2013, please see our Terms and Conditions.

UK, EU & ROW:

Cowshed, Unit 3510, CML Ltd, Wellington Parkway, Magna Park, Lutterworth, Leicestershire, LE17 4XW, United Kingdom

US & Canada:

Cowshed, Seko Logistics Chicago, 1111 Chase Ave, Suite A, Elk Grove Village, IL 60007, USA

You will receive all the latest updates on our new product launches, seasonal offers and promotions.

You don't need to have an online account to be able to place an order at Cowshed.

There are a number of benefits from holding an online account with us, such as, order tracking, past order history, marketing options and the ability to store multiple delivery addresses and payment cards for a faster check out.

Please note that when ordering you will be asked whether you would like to create an account with Cowshed online, if not you will be checked out as a Guest.

Storing multiple addresses is just one of the benefits of having an account with Cowshed.

You will be able to update and change your billing and delivery details directly within the Address Book in your account for a fast and efficient check out.

Should you need, you can always update your password in your Cowshed account page.

In the instance that you might have forgotten your password you can click the 'Forgotten My Password' button at the login page and you'll receive a link to reset your password via your chosen email account.

To ensure you keep your account secure we always recommend that you use a unique password which contains at least 7 characters one of which should be a number.

At Cowshed we endeavor to ensure your personal information is secure when visiting our online store, however there are additional security measures we advise our customers to adopt in order to enhance online security.

These include:

• Ensuring your internet browser is up-to-date with the latest version.
• Choosing unique, secure passwords, keeping them private, and changing them frequently.
• Investing in a reputable anti-virus software program and ensuring all updates are installed.

If you do see any unknown transactions on your account please contact your bank immediately to ensure your affected cards are cancelled and your accounts secured.

Essential oils are used in all Cowshed products, however they aren't deemed harmful during pregnancy unless used in high doses.

All of our fragrance concentrations are compliant with guidelines set by IFRA (International Fragrance Association). If you have any concerns, we would recommend seeking medical advice before use.

Our tailored Maternity range, is designed especially for new and expectant mothers. Made with wild-crafted Sea Buckthorn Oil, the range is rich in vitamins, carotenes, minerals and fatty acids to provide your skin with all the nourishment it needs.

From humble beginnings, Cowshed has evolved into a holistic range of products and treatments, all bound together through our continued use of natural botanicals from sustainable resources containing the highest quality essential oils.

On top of which we guarantee:

• No Parabens (preservatives)
• No Petrochemicals (petroleum bi-products)
• No Sulphates (artificial foaming agents)
• No Animal Ingredients (spare a little organic beeswax and wildflower honey)
• No Artificial Fragrancing
• No Animal Testing (not now, not ever)

We continue to make all of our products in England, ensuring local sustainability and optimal 'just picked' freshness.

All of the products in our spa-inspired range are legally required to undergo a skin safety assessment test in order to go on the market. Safety assessment tests are carried out to make sure products are safe for human use.

However, due to the high ratios of essential oils used in this product, a skin test is advisable, especially for those with sensitive skin. This is clearly labelled upon all our products and online.

We recommend placing a drop behind the ear for 24 hours to check for any reactions.

If there is a specific product, or range of products you would like the ingredients list for, please email us at [email protected] and we will gladly send you the full list.

Our products feature natural ingredients which tend to have a shorter shelf life than their synthetic alternatives.

Please refer to the PAO (Period After Opening) symbol on our product label as a guide to how long each product should be used for once opened.

For more information on specific products please email us at [email protected]

We would advise that our products are stored in a cool, dry environment to ensure they maintain their freshness and efficacy.

Our candles should be lit in locations with no cross wind to ensure even burning of the wax.

A cow shed might be an unlikely place to discover a range of award-wining bath, body and skincare products but that's exactly where ours were born.

Since we opened our first spa in the old cow shed at Babington House, Somerset in 1998, we've expanded to locations all over the world, but our products have always stayed true to our British heritage.

From the 1st of January 2021, Soho House members and Soho Friends can book treatments at all UK spas. Our Primrose Hill spa will remain open for non-members to use.

Visit the Spa page on our website and you'll be able to make a booking at your desired spa location.

At this time, not all of our spas are able to take online bookings. Where available, you will be able to click through to our bookings page where you will be able to view treatments and confirm your reservation.

Certain treatments may require a consultation or further information that would be difficult to obtain online so are simpler to book by phone or in person.

Some of our treatments and events such as a Pretty Party can be tailored to your individual needs so a chat would be fantastic, please contact your chosen spa for more information.

We ask that you give us 24 hours' notice if you need to amend or cancel a reservation or the full cost of the treatment will be charged. Please call the spa directly to cancel appointments, contact details can be found on our Contact us page.

Please note that we will be requesting credit card details to secure your booking in line with our cancellation policy.

If your desired reservation time is unavailable we would be happy to place you on a waiting list and notify you should someone else cancel their reservation.

Please contact your desired Cowshed Spa directly and leave your details with one of our staff members who will be in touch if an appointment becomes available.

Some of our spas have wheelchair access and all of our spas are suitable for people with visual or hearing impairments. For specific information please contact the venue you would like to visit.

We are currently trying to improve access to all of our sites and services, so everyone can enjoy them. While improvements are being made, we apologise for any inconvenience.

We ask that you arrive 5 minutes before your appointment in order to register.

Please note that if you arrive late your appointment may be shortened out of consideration to the next customer.

Yes, if you wish to request the gender of your therapist please mention when booking your appointment.

We are proud to offer a specialised menu of maternity treatments, ask at reception for further information.

Please note our pregnancy and safety policy: no treatments can be given in the first 12 weeks of pregnancy. so ensure you inform your therapist if you are pregnant to allow us to tailor your experience.

Yes, please advise us of any health conditions and any medication you are taking while booking your appointment.

Cowshed Gift Vouchers are available for an amount or treatment of your choice.

They are valid for 12 months (expiry date as stated on the card) and are non-refundable. If you would like to redeem a voucher against treatments or products, please bring it with you on the day of your visit.

Please note that gift vouchers will not be accepted in our Cowshed outlet stores (London Designer Outlet, Wembley or Bicester Village, Oxfordshire).

Yes, no one under the age of 14 is permitted in our Cowshed Spas. Our treatments are specially tailored for adults; however we do offer treatments to those aged 16-18 year olds with parental consent.

For more information please get in touch with your chosen Cowshed Spa.

Although we encourage sociable grooming, we request that you refrain from using your mobile phone while you are in Cowshed Relax.

No, unfortunately member credits are not a valid payment method for spa treatments.

You can get in touch with us via our online contact form, by email, by phone or by post.

Please take a look at our Contact Us page for more information.

Cowshed is made up of creative, committed and enthusiastic people who pride themselves on providing a high quality experience for their customers and suppliers. Our head office is based in The Strand in London and is home to product development, ecommerce, supply chain management, sales and marketing.

You can view all new Cowshed positions by visiting the Soho House careers page.

Alternatively, you can always contact [email protected] if you would like to express interest or to apply for a specific position you have seen advertised.