Frequently Asked Questions (FAQ)
Welcome to Cottagobase (hereinafter referred to as “we”).
Below you will find answers to common questions about orders, shipping, returns, payments, and customer support.
1. How do I place an order?
You can place an order directly through our online store by selecting your desired products and completing the checkout process. An order confirmation will be sent after successful payment.
2. Do you offer free shipping?
Yes. All orders placed on our website are shipped with free standard delivery. No additional shipping fees are charged.
3. Where do you deliver?
We currently deliver within the United Kingdom only. Delivery to other regions is not supported at this time.
4. How long does order processing take?
Orders are typically processed within 1–3 business days after payment confirmation. Processing time does not include shipping transit time.
5. How long does delivery take?
After dispatch, delivery usually takes 5–12 business days, depending on the destination and logistics conditions.
6. Can I cancel my order?
You may request to cancel your order before it has been dispatched. Once an order has been dispatched, it cannot be cancelled and must follow the return process after delivery.
Please refer to the Order Cancellation Policy for details.
7. What is your return and refund policy?
You may request a return or exchange within 30 days of delivery. Returned items must meet the stated conditions. Approved refunds are processed within 1–3 business days after inspection.
For full details, please refer to the Return, Exchange and Refund Policy.
8. How will I receive my refund?
Refunds are issued to the original payment method used at checkout, such as Visa, MasterCard, Discover, Diners Club, or JCB. The time for funds to appear in your account depends on your card issuer.
9. What payment methods do you accept?
We accept the following payment methods:
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Visa
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MasterCard
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Discover
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Diners Club
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JCB
All payments must be completed during checkout.
10. How can I track my order?
If tracking is available for your shipment, tracking information will be provided after dispatch. Availability depends on the selected logistics provider.
11. What should I do if my order arrives damaged or incorrect?
Please contact customer service as soon as possible with your order number and a description of the issue. Our team will assist you according to our return or exchange procedures.
12. How can I contact customer service?
You can contact us during service hours using the details below:
Contact Address: APT BLK 102 BEDOK NORTH AVENUE 4 #09-2038, SINGAPORE 460102
Customer Service Phone: +65 (885) 50205
Customer Service Email: askus@cottagobase.com
Service Hours: Monday to Friday, 9:00–12:00 and 14:00–17:00 (UK Time, GMT/BST)