FAQ

Order & Shipping

1. Why didn’t I receive my order?
If you haven’t received your order, please check the following:

  • Your tracking details (sent via email upon dispatch).

  • Whether the estimated delivery timeframe has passed.

  • If your delivery address was entered correctly.

If the issue persists, please contact our customer support team.

2. What should I do if I did not receive a confirmation email?
Check your spam/junk folder. If you still don’t see it, ensure you entered the correct email at checkout. If the issue continues, reach out to customer support.

3. Why haven’t I received an email about my order being shipped?
Orders are processed Sunday to Friday (excluding public holidays). If your order was placed during processing hours, you should receive a dispatch email once it ships. If not, check your spam folder or contact support.

4. How long will it take for my order to arrive?
Delivery times depend on the shipping method selected. Please visit our Shipping policy page for more information. https://copperden.com/pages/shipping-policy

5. How do I track my order?
Once your order is shipped, you’ll receive an email with a tracking number. You can track it on the courier’s website.

6. How long does it take for my order to ship?

  1. Orders placed before 4 PM (Sunday to Friday) are processed the same day.

Orders placed after this time will be processed the next working day.


Order Issues & Cancellations

7. How do I cancel an order?
Orders can only be canceled if they haven’t been dispatched. Contact customer service as soon as possible. If the order has been shipped, you will need to initiate a return.

8. I can’t log into my account. What should I do?
Try resetting your password using the "Forgot Password" link. If you still can’t access your account, contact support.

9. Why can’t I see my order in my account?
Ensure you are logged into the correct account used for the purchase. If you checked out as a guest, your order won’t appear in your account. Check your email for order confirmation.


Returns & Refunds

10. Return Shipping

  • We offer free returns for eligible items.

  • Use our Returns Portal to initiate a return by entering your order details.

  • Choose your return method (Return, Exchange, or Store Credit).

  • Receive a QR code or prepaid return label.

  • Drop off your parcel at the nearest courier location. No label required if using the QR code.

11. Who pays for return shipping?
Return shipping costs are the customer’s responsibility. The original shipping fee is non-refundable.

12. How long do I have to return an item?
You have 14 days from receiving your order to initiate a return. Returns sent after this period will not be accepted.

13. When will I receive my refund?
Once your return is received and approved, a refund will be issued within 14 business days to the original payment method. A £5.00 handling fee will be deducted.

14. Can I exchange an item?
Exchanges are allowed for eligible items. However, international orders are not eligible for exchanges.

15. Can I return items purchased online at the Flagship Store?
No, online purchases are not eligible for in-store returns or exchanges.

16. Why haven’t I received feedback on my emails?
We aim to respond within 24-48 hours (excluding weekends and public holidays). If you haven’t received a response, check your spam folder or resend your query.

17. How do I earn VIP status?

Make 3+ purchases to join the Copperden Club and enjoy exclusive benefits.

18. Can I combine my 25% discount with other offers?

The 25% VIP discount cannot be combined with other promotions.

19. How long is my VIP status valid?

Your VIP status is valid as long as you continue to make qualifying purchases.

For further assistance, contact us on info@copperden.com