Frequently Asked Questions
Orders and Delivery
How long does order processing take?
Orders are normally processed within 1–3 working days, Monday to Friday, excluding UK bank and public holidays.
Processing time is separate from delivery time.
How long does delivery take?
Estimated delivery times after dispatch are:
- Standard Delivery: 8–12 working days
- Express Delivery: 5–7 working days, where available
Delivery times are estimates. Remote locations, severe weather, peak periods and carrier disruption may cause delays.
Which delivery company will be used?
We select an appropriate postal or courier service based on the delivery address, product and parcel requirements.
A particular carrier is not guaranteed unless stated at checkout.
How much does delivery cost?
- Standard Delivery: £9.99 per order
- Express Delivery: £19.99 per order, where available
The available delivery options and charges will be shown at checkout before payment.
How can I track my order?
Where tracking is available, we will send the tracking details by email after dispatch.
Tracking may take 24–48 hours to begin updating.
Can an order arrive in more than one parcel?
Yes. Products from the same order may be dispatched separately and may have different tracking numbers.
You will not be charged extra solely because we split the order into multiple parcels.
What should I do if tracking says delivered but I cannot find the parcel?
Check any safe place, delivery photograph, household members, neighbours, reception or property management.
If you still cannot locate the parcel, email info@comforsyco.co.uk with your order number and tracking details so that we can investigate.
What happens if a parcel is delayed or lost?
If the estimated delivery period has passed, email info@comforsyco.co.uk with your order number.
We will review the tracking information and investigate with the delivery provider. If the parcel cannot be delivered, we will arrange an appropriate replacement or refund.
Changes and Cancellations
Can I change my delivery address?
Email info@comforsyco.co.uk as soon as possible.
We cannot guarantee that an address can be changed once processing or dispatch has begun.
Can I cancel an order before dispatch?
Contact us as soon as possible at info@comforsyco.co.uk.
We will try to stop the order, but this may not be possible once processing has begun. If the order has already been dispatched, you may request a return after delivery.
Returns, Exchanges and Refunds
What is the return period?
Most eligible products can be returned within 90 days of delivery.
For an online cancellation made within 14 days after delivery, you must notify us within that period and send the goods back within a further 14 days.
Returns requested after the initial 14-day period must be unused, uninstalled, undamaged and complete with their original parts and accessories.
How do I start a return?
Email info@comforsyco.co.uk with:
- your order number;
- the item you wish to return; and
- the reason for the return.
If the item is damaged, faulty, incorrect or incomplete, please also include clear photographs where available.
Wait for our return instructions and return address before sending the parcel.
Who pays the return delivery cost?
For a change-of-mind return, you are responsible for the return shipping cost unless we agree otherwise.
Where an item is faulty, damaged in transit, incorrect or incomplete because of our error, we will cover the reasonable return or collection cost.
Is there a restocking fee?
No. We do not charge a restocking fee.
Is the original delivery charge refunded?
If you cancel the whole order within the statutory cancellation period, we will refund the standard delivery charge of £9.99.
If you selected Express Delivery for £19.99, the additional £10.00 express upgrade is not normally refundable.
Original delivery charges are not normally refunded for voluntary returns made under our additional 90-day return service, unless the product is faulty or the return results from our error.
How will I receive my refund?
Approved refunds are issued to the original payment method.
How long does a refund take?
Approved refunds are normally issued within 14 days after we receive the returned goods or valid evidence that they have been sent.
Your bank or payment provider may require additional time to display the refund.
Can I exchange an item?
Exchanges are subject to approval and stock availability.
Contact info@comforsyco.co.uk before returning the product. You may also place a new order and return the original product separately.
If the requested replacement is unavailable, we will provide an appropriate alternative or refund where applicable.
Product Problems and Installation
What should I do if an item is damaged, faulty, incorrect or incomplete?
Email info@comforsyco.co.uk as soon as possible.
Include your order number, a description of the issue and clear photographs of the product, packaging and delivery label where available.
We will review the issue and arrange an appropriate solution, such as replacement parts, replacement, collection or refund.
Do products have a warranty?
Any commercial warranty that applies to a product will be stated on the product page or provided with the product.
This does not affect your rights if a product is faulty, not as described or not fit for purpose.
Must products be professionally installed?
Not every product requires professional installation.
Cabinet handles can usually be installed by the customer by following the supplied measurements and instructions.
Taps, plumbing products and any electrical, structural or safety-related work should be installed by a suitably qualified person. Always check product compatibility before installation.
Are product measurements exact?
Measurements are approximate unless expressly stated otherwise.
Minor manufacturing or manual measurement differences may occur. Check technical drawings, fixing-hole spacing and compatibility before ordering or installation.
Will colours and finishes look exactly like the photographs?
Lighting, photography, screen settings, natural materials and production batches may cause minor colour, grain or finish variations.
For matching projects, we recommend ordering the required quantity together and inspecting the products before installation.
Payments
Which payment methods are accepted?
Payments are processed securely through Shopify Payments.
The payment methods available for your order will be displayed at checkout.
Which currency is used?
Prices for UK customers are displayed in pounds sterling (GBP).
The final currency and total amount will be shown at checkout before payment.
Why was my payment declined?
Check your payment details, billing address, available funds and any authentication request from your bank.
You may need to contact your bank or try another payment method. Transactions may also be reviewed for fraud and security purposes.
Accounts and Customer Service
Do I need an account to place an order?
No. You can place an order using guest checkout.
You may also create an account where this option is available.
How do I contact Comforsyco?
Email us at:
For questions about an existing order, please include your order number and a clear description of the issue.