Customer Service Policy

Last updated: March 16, 2026

At County Cookshops, we are committed to providing excellent customer service. This policy outlines how we support our customers, handle inquiries, and ensure a positive shopping experience on countycookshops.com.

1. Customer Support Hours

Our customer service team is available during the following hours:

Monday – Friday: 9:00 AM – 5:00 PM (UK Time)
Weekends & Public Holidays: Closed

Inquiries sent outside of business hours will be responded to on the next working day.

2. Contacting Customer Service

You can contact us via the following methods:

When contacting us, please provide:

  • Your full name
  • Order number (if applicable)
  • Detailed description of your inquiry, issue, or request

Providing these details will help us respond quickly and accurately.

3. Response Times

  • Emails will generally be responded to within 1–2 business days.
  • Phone inquiries are answered during business hours. If the call is missed, leave a voicemail, and we will return your call within 1 business day.
  • Social media inquiries or messages through other platforms will be addressed as quickly as possible during business hours.

4. Types of Support

Our customer service team can assist with:

  • Order inquiries (status, shipping, delivery)
  • Returns, cancellations, and refunds
  • Warranty claims or product issues
  • Product information and guidance
  • General questions about our store policies

5. Order Issues

If you encounter any problems with your order, including:

  • Missing items
  • Damaged or defective products
  • Incorrect delivery

Please contact us immediately. We will investigate the issue and provide solutions such as replacement, refund, or guidance for returns.

6. Returns and Refunds Support

For returns and refunds, our team will guide you through the process:

  • Confirm eligibility for returns under our Refund & Return Policy
  • Provide instructions for returning products
  • Process refunds promptly once the return is received and inspected

Our goal is to make returns and refunds as smooth and transparent as possible.

7. Feedback and Complaints

We welcome customer feedback and take complaints seriously:

  • Feedback can be submitted via email or phone
  • Complaints will be acknowledged within 1 business day
  • We aim to resolve all complaints fairly and within 5–7 business days

Your feedback helps us improve our products, services, and shopping experience.

8. Privacy and Confidentiality

When interacting with our customer service team, your personal information is handled according to our Privacy Policy:

  • We only use your information to address your inquiry
  • Data is stored securely and not shared with unauthorized parties

9. Quality Commitment

County Cookshops is committed to:

  • Providing accurate product information
  • Processing orders promptly
  • Maintaining transparent policies
  • Responding politely and professionally to all customer inquiries

We strive to ensure a positive and reliable shopping experience.

10. Contact Information

For any questions, concerns, or assistance:

County Cookshops
2 High St
Cranbrook TN17 3DP
United Kingdom

Phone: 01580 714003
Email: contact@countycookshops.com
Website: countycookshops.com