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Online Order FAQs

For Information Only

Ordering online

We have recently added an option for buying some of our products via our own website.

We know many families rely on our products, so keeping them available is a priority.

In light of the current situation with COVID-19, we wanted to do everything possible to make sure parents can find our products when and where they’re needed most for their little ones, particularly in the case of any localised availability issues.

You can see how and where to buy direct from Cow & Gate in our shop section.

Only some of our powder formulations (non-prescription only) are available at this present time as these are the ones used most by parents.

The list of products we are currently selling online is on our website in our shop section.

We are doing all we can to ensure supply isn’t disrupted and are working closely with our factories and wider supply chain on this.

Please check our website again tomorrow. Otherwise, you should be able to find your formula products at normal retailers as shelves in stores are refilled, but the availability will depend on your local store and location.

You might find some of these suggestions on how to find stock helpful.

We know many families rely on our products, so keeping them available is a priority.

Due to the current circumstances, we hope these limits will maintain the availability of our products.

At this time, you can only order two items per order, and only make one order per week.

We have tried to put in place limits which will suit the large majority of parents based on how often they shop and how quickly they will get through our products.

There may be several reasons why you cannot complete your order. Please check the following:

  1. Please make sure there are two items in your basket. You cannot order more or less than two items per order
  2. You can’t order on our website more than once every seven days, so we can manage availability of our products
  3. Check your delivery address was valid and in the United Kingdom
  4. Check with your bank to see if there are any errors or if possible try another card

You should receive an email soon after you have placed an order on our website with the order confirmation details. You will receive a second email once the order has been processed, and from there you will be able to track your order.

If you haven’t received an email, please check your spam box in the first instance.

If you still can’t find your confirmation email, please contact our Online Ordering team by email. They are available Monday – Friday 9am – 5pm.

order@candgshop.co.uk

Depending on when you placed your order, you may still have time to amend or cancel it. Click the ‘Track your Order’ link on your dispatch email to see what changes can be made.

You will receive an email from us with tracking details once your order has been processed. You can follow your order from start to finish using the link provided in the email.

Delivery

It costs £3.95 for delivery on orders made online.

We deliver to most valid Postcodes in Great Britain. This includes any home or work address and doesn’t need to be the same as your billing address.

Unfortunately at this time we are unable to deliver to addresses in Northern Ireland, the Scottish Isles, Channel Islands and Highlands.

It is also not possible to deliver orders to other countries.

We deliver 6 days a week, from Monday to Saturday. Your order may arrive between 7am – 9pm.

When you place an order you cannot choose delivery dates and times. Your product will be automatically processed and you will receive it between 1-3 working days.

You will receive an email from us with tracking details once your order has been processed. You can follow your order from start to finish using the link provided in the email.

When you place an order you cannot choose delivery dates and times. Your product will be automatically processed and you will receive it between 1-3 working days.

You will receive an email from us with tracking details once your order has been processed. You can follow your order from start to finish using the link provided in the email.

You will receive an email from us with tracking details once your order has been processed. From here you will be able to amend your delivery date and time if required.

If our courier is unable to make your delivery, they will attempt to deliver again twice (three times in total). This will be on the next working day (Monday – Saturday). You can always track your parcel using the ‘track your order’ link provided in your email.

Our courier will only leave a delivery note after 3 times of trying to deliver your order. You can get updates on where your parcel is using the ‘track your order’ link provided in your email.

Your order will be delivered by Yodel.

Payment

We accept Visa or MasterCard payments. 

There may be several reasons why you cannot complete your order. Please check the following:

  1. Please make sure there are two items in your basket. You cannot order more or less than two items per order
  2. You can’t order on our website more than once every seven days, so we can manage availability of our products for all families
  3. Check your delivery address was valid and in the United Kingdom
  4. Check with your bank to see if there are any errors or if possible try another card

Payments on orders made on our website will appear in your bank statement as “Ingram Micro Commerce”

Refunds & Returns

For incorrect or incomplete or damaged orders:

  • Incorrect, incomplete or damaged orders:
    If you have received an incorrect, incomplete or damaged order, please contact us directly by emailing our Online Ordering Team at order@candgshop.co.uk. They are available Monday – Friday 9am – 5pm.
  • Faulty orders:
    If the product you have received is faulty, we would like to get our Quality Team to investigate. Pease contact us directly on 0800 977 8880 or reach out to us on WhatsApp.
  • Changed your mind?

If you have changed your mind, you will need to fill out a returns form and send the product back to us. The form with all the instructions on how to do this is available to download here . You have 14 days to return your product from the date of order and it needs to be in the same condition as when you received it.

We will process a refund as soon as possible, but it can take up to 30 days from returning your order to receive a refund.

Unfortunately, we do not offer free returns where you have changed your mind, and we’re unable to reimburse any cost borne from any returns you make. This is set out in our Terms & Conditions of ordering online.

If the product you received is faulty and we need to get the product back for investigation, we will organise pre-paid packaging for you. To organise this you will need to speak to our Quality Team on 0800 977 8880.

Products purchased online on our website cannot be returned back to stores.

Contractual

By using this website you agree to the overall site terms and conditions. You can access this via the link here

By purchasing from the our online shop, you agree to Ingram Micro's terms and conditions, accessible here.

You can get full details of our Privacy policy here.

For details on how cookies are used on this website, you can see our cookie policy here.

If you purchase from this website, Ingram Micro and its related companies will process, store and use personal information collected from you or on your behalf from your transaction on our online shop. Such personal information will be collected, processed, stored and used in accordance with our Privacy Policy, available here.

Can't find what you're looking for?

If you have any other questions related to your order or delivery, please get in touch by emailing us at order@candgshop.co.uk

Our Online Ordering Team are available Monday – Friday 9am-5pm.