Delivery
Orders are typically dispatched within 1–3 working days. As soon as your parcel leaves our warehouse, you’ll receive a dispatch email with your tracking number.
Tracking updates can occasionally mark a parcel as delivered a little early. Parcels usually turn up within the next couple of days. Meanwhile, please check with neighbours or your local delivery office.
After dispatch, most orders arrive within 3–15 working days, with an average of about 10 working days. Please allow the full time window before contacting our team.
Delays can occur due to customs checks, severe weather, carrier backlogs or strikes. Once a parcel is with the carrier, tracking will show the latest information available.
No worries—this simply means your order is being prepared and hasn’t been handed to the carrier yet. Once it’s on the way, the status will change and you’ll receive your tracking email.
Use the tracking link in your dispatch email, or visit our Track Your Order page and enter your number.
After dispatch, most orders arrive within 3–15 working days, with an average of about 10 working days. Please allow the full time window before contacting our team.
Delays can occur due to customs checks, severe weather, carrier backlogs or strikes. Once a parcel is with the carrier, tracking will show the latest information available.
If your parcel is beyond the typical timeframe above, please email us within 14 days of the last tracking update with your order number and tracking details so we can investigate.
Order issues
We can’t guarantee edits once an order is placed because we start preparing it quickly. If you need help, email us straight away and we’ll do our best before dispatch.
Sorry about that! Please email us with your order number, a clear photo of the item received and a photo of the packing slip showing your details. We’ll sort a replacement or solution promptly.
Please contact us within 14 days of delivery with your order number, a list of the missing item(s), a photo of what you received and a photo of the packing slip. We’ll investigate right away.
We’re truly sorry! Email us within 14 days of delivery with your order number, the product name(s) and clear photos of the damage and packaging. We’ll arrange a replacement or solution.
RETURNS & REFUNDS
You can request a return or size/colour exchange within 14 days of delivery. Items must be unused, unwashed and in their original condition. Exchanges are available for the same style only (different size/colour).
Unless the item is faulty or sent in error, return postage is the customer’s responsibility. For items valued over £50, we strongly recommend a tracked service.
Email our Customer Care team with your order number and reason for return/exchange. We’ll provide the steps and the return address.
Once your return is received and checked, refunds are typically processed within up to 14 days. Your bank may take an additional 3–5 working days to show the funds.
Please check your bank account first, then contact your card issuer. If it’s still not visible after those steps, email us and we’ll take another look.
Account & emails
We currently handle support via email so we can keep everything in one place and respond efficiently. If you can’t find an answer here, just drop us a message.
Confirmation emails usually arrive within a few minutes, but they may be delayed during busy periods or land in spam. If you still can’t find it after 24 hours, email us and we’ll resend it.
Click “Unsubscribe” at the bottom of any marketing email from us. You can resubscribe later via our newsletter form if you change your mind.
Please add contact@the-cowboys-shop.com to your address book and double-check your email spelling on your account. If needed, write to us and we’ll verify it.
If you see “invalid login details”, make sure you’re using the same email you registered with. Use “Forgotten password” to reset it. You don’t need an account to place an order.
DUTIES & TAX
Orders shipped across borders may be subject to duties or import taxes, charged by your local customs authority. Any such fees are the customer’s responsibility and are not controlled by us. Delivery times may be affected by customs processing.
CONTACT
Our Customer Care team is here to help. Email us at contact@the-cowboys-shop.com.