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FAQs

Online Ordering 

Account Enquiries 

Delivery

Returns

Product Information

In The Shed

Spa Enquiries, Bookings & Cancellations

 

Online Ordering

Which payment methods do you accept?

We currently accept payment via

Visa, MasterCard, Solo, Maestro, Visa Debit, Visa Electron, American Express, Paypal

Are my card details secure?

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 Braintree. Security measures include;

  • Validated PCI DSS Compliance
  • Prohibited Data Storage
  • Data Encryption
  • Authentication and session management
  • Secure Access Technologies

Our checkout provider represents industry best practice in online payments. Rest assured that when shopping with Cowshed, we leave nothing to chance and have your security concerns in mind.

When will I be charged?

We charge your card when your order is dispatched from the warehouse. If payment is via Paypal, payment is taken immediately.

Do you deliver to my country?

We deliver to US & Canada only at this time. If you would like to place an order to be delivered outside the US & Canada, please head to our UK site via the link in the footer, and you may purchase in GBP and ship internationally from here. Please note, any orders placed for delivery addresses outside the US & Canada will be cancelled, and your order will have to be re-placed on the UK site.

How much is delivery and how long will it take?

Free Standard, UPS Ground delivery on orders over $100, $9.95 to be charged on orders under $100 

My payment has been declined. Why is that?

If you receive notification that your credit or debit card has been declined, please check that you have entered the correct card details and that your card has not expired. Please also check that you have entered the correct billing address exactly as it appears on your statement. Alternatively, please use a different card. If that fails, please contact the bank that issued the card for further information. Please note that for your own personal privacy, only your bank can tell you why your card has been declined. 

Can I amend or cancel my order?

We start processing your order right after you receive your Order Confirmation and cannot take further payment for additions, or refunds for detractions. Therefore, 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. If you would like to cancel your order, please call (877) 235 9455 and have your order number and relevant details handy. Please note that your statutory right to cancel under the Distance Selling Regulations is not affected.

I forgot to enter my promotional code. Can I be refunded?

From time to time, we may make available a promotional code to use on your order. The promotional code should be entered into the relevant field in the shopping basket prior to placing your order. Unfortunately, we cannot retrospectively add the promotional code to your order or refund the equivalent amount so please do check your order before placing it. In some cases, you may be able to use your code on your next order, so hold onto it. You can only use one promotional code per transaction.

How can I track my parcel?

When your order is despatched, you will receive a Shipping Confirmation to your email address. Within this will be your tracking number with which to monitor the whereabouts and progress of your package.

Do I have to be in to sign for my delivery?

At this time, we do not require a signature to deliver your order. Both UPS and FedEx will leave packages at a location if deemed safe.

I have missed my delivery. What happens next?

Deliveries are attempted between Monday and Friday 8-7, and will be carded three times before the parcel is returned to the depot. Should you be unable to arrange re-delivery, your order will be returned to us and will be processed as a refund. Please note that we are unable to re-send packages that are returned to us as undeliverable. Our shipping courier will return your parcel back to us if the address is incorrect or outdated or there have been a number of failed delivery attempts. Therefore, please ensure that the address details you enter in are accurate and someone will be in to sign for your parcel.

 

Returns

What is your returns policy?

If you are not completely satisfied with your online purchase from Cowshed.com, please return the item within 14 working days of delivery. Your items must be returned in the condition that they were delivered in order for a refund to be processed. We will refund the price paid by you for the goods, including the initial delivery charge, within 30 days of being informed of your request for a refund. Customers are required to cover the cost of the return and we recommend that you use a recorded delivery service as we cannot accept liability for goods lost in transit. Please note that if you have purchased your products via one of our stockists you will need to arrange your return or exchange with them directly.

How do I make a return?

Please enclose your name, address, order #, contact number, and reason for return with your items and send to;

Cowshed LLC C/O Capacity LLC 1112 Corporate Road North Brunswick NJ 08902

Ensure that the package is wrapped securely and for your protection we recommend that you use a recorded delivery service as we cannot accept liability for goods lost in transit. If you return items for reasons other than defects, incomplete orders or incorrect delivery, you will be required to pay for the return of the item to us.

We cannot process exchanges at this time.

If you have received an incomplete, incorrect or faulty order, we will happily cover the cost of the return. Please email [email protected] or call 1 877 235 9455 with the details of the issue you have encountered and we will be pleased to assist you.

How will I know if you have received my return?

Please allow up to 5 working days for your returned package to reach our warehouse. For your peace of mind, we recommend using recorded delivery to make your return, as its whereabouts can be tracked. 

How long will it take for my funds to be returned?

We aim to process your return within 7 working days of receipt into our warehouse. The refund will be made to the same card or Paypal account used to make the purchase. Please note, it may take 5-10 working days for the funds to appear in your account- this will vary from bank to bank.

Your statutory rights remain unaffected. 

My items were faulty or incorrect. What happens next?

We’re sincerely 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 on [email protected] or 1 877 235 9455 so we can turn your experience around. We will email a Freepost label across to you so that you can send your package back to us, free of charge. 

 

Product Information

Are Cowshed products safe to use during pregnancy?

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, Udderly Gorgeous, 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.

What is Cowshed’s ‘No Nasties’ policy?

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.

Do Cowshed products contain allergens?

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.

Where can I obtain a full list of product ingredients?

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

Do Cowshed products have an expiry date?

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 [email protected]

How should I store my Cowshed products?

We would advise that our Cowshed products are stored in cool, dry environments 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.

 

In The Shed

Where did the name Cowshed come from?

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.

Who should I contact regarding Press Enquiries?

For Press Enquiries, email [email protected]

Who should I contact for general product or company information?

Feel free to email us on [email protected]. 

Who should I contact regarding becoming a stockist?

Please email us on [email protected]. We will forward your query on to our head of Wholesale.

I would love to work for Cowshed. How can I see current vacancies?

We are a fun, dynamic brand who is passionate about natural spa-inspired skincare. As a relatively young company we have grown rapidly over the past few years and have acquired a following of loyal 'cows'. Our head office is based in the hub of the bustling Soho in central London and is home to product development, ecommerce, supply chain management, sales and marketing. Cowshed is made up of creative, committed and enthusiastic people who pride themselves on providing a high quality experience for their customers and suppliers. 

You can view all new Cowshed positions by visiting the Soho House careers site at http://careers.sohohouse.com/. Alternatively you can always contact [email protected] if you would like to express interest or in order to apply for a specific position you might have seen advertised. 

 

Spa Enquiries, Bookings & Cancellations

How much notice is required if I need to amend or cancel a reservation?

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 note that we will be requesting credit card details to secure your booking.

Is there a waiting list for reservations?

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. In this instance, please contact your desired spa directly and leave your details with one of our staff members who will hopefully be in touch. 

I require special assistance. How can I ensure my needs will be met?

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. 

If you have any suggestions, comments or feedback regarding access please email [email protected].
For more information on specific spa sites please contact [email protected].

 

Account Enquiries

What will I receive if I subscribe to the Cowshed newsletter?

You will receive all of the latest updates on new product launches, seasonal offers and promotions here in The Shed. Although we promise not to pester.  

Do I need an account with Cowshed to place an order?

Whilst it isn’t necessary to have an account in order to place an order, our members benefit from a great deal of account options including order tracking, past order history, marketing options and the ability to store multiple delivery addresses for faster check out. Please note that when ordering you will be prompted as to whether you would like to start an account with Cowshed online.

Can I store multiple addresses?

Storing multiple addresses is just one of the benefits of having an account with Cowshed for a fast and efficient check out. You’ll also be able to quickly update and change your billing and delivery details through the account section.

How do I reset my password?

From the account settings page you will always be able to change your password should you require and in the instance that you might have forgotten your password you can always click the ‘Forgotten My Password’ button when at the login page in order to have a password reset emailed to your selected email address.

How do I enhance my security when I shop online?

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 passwords, keeping them private, and changing them frequently.
  • Investing in a reputable anti-virus software program and ensuring all updates are installed.

If you are ever concerned that you have been the victim of fraudulent activity, contact your bank immediately to ensure your credit cards are cancelled.

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 Cowshed | All Rights Reserved

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