Order within the next 6 hours and 9 minutes and select Next Day delivery at the checkout for your items to be delivered Tue 27th Jun 2017

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Frequently Asked Question

Search FAQ

  • Website Problems?

    • I’m having a problem with your website?

      Please complete the information below so we can get back to you as soon as possible. All questions will be answered during working hours.

      You may need to delete your cookies.

      Please note that if you have items in your bag you’ll need to make a note of the product name as deleting your cookies could clear this history.

      If you’ve already tried this, please send us a screenshot of the error messages that you’re receiving.

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    • I’m having a problem at the checkout?

      Are you trying to place an order now and having a problem


      Have you placed an order and received an email to say there's a problem with your payment?
      Please provide details of the order

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      Please contact our Customer service Team with information on what you require

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      Please complete the form below:

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    • I’m having a problem paying for my order?

      Have you placed an order and received an email to say there's a problem with your payment?


      If you still need help, just click the Continue button below and tell us as much as you can about your query.

      Are you having a problem on the confirm and pay page?
      Are you having a problem with your promo code?
      Please see the FAQ question related to Promo Codes
      We are sorry you're having trouble. Please complete the form below:

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      We are sorry you're having trouble. Please complete the form below:

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  • Payment Options & Promotional Codes

    • How can I pay for my order?

      We currently use sagepay for credit/debit card/paypal payments and paypal.

      We take fraud very seriously too, so all credit and debit card holders are subject to validation and authorisation by both us and the card issuer.

      To add your card details, just login to your account and scroll down to Sage Pay – Saved Credit Cards. From here, you can add your payment details and save them to your account. When you come to pay for your order, you can select one of your saved payment methods to pay for your order.

      If you don’t want to save your payment details to your account, then you can also enter them when you come to pay for your order. If there is no payment details saved to your account, then you’ll be asked to enter them when you click ‘Pay Now’.

      If you still need help, just click the Continue button below and tell us as much as you can about your query.

    • Promotional Codes

      Have you already placed your order?


      If you have already placed your order, please complete the form below including the Promo Code you tried to use and we will get back to you as soon as possible.

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      Please complete the form below, including the Promo Code you are trying to use and we will get back to you shortly to confirm if that code is still valid.

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  • Delivery Options

    • Where is my order now?

      You can track your order via DPD using the tracking number found on your Invoice. If you require a copy of this, it can be found in the My Account section of the website.

      If you still require assistance, just click the Continue button below and tell us as much as you can about your query.

    • Delivery Options

      Please select your Country from below for a detailed breakdown of Delivery options available for your area.

    • Customs charges

      Have you already placed your order?


      Please select your country from the list below:

      If you still need help, just click the Continue button below and tell us as much as you can about your query.

      In most cases, any customs or import duties are charged once the parcel reaches its destination country.

      You may be charged for handling fees and taxes as your order passes through customs. Any charges on a parcel must be paid by the person receiving the parcel.

      We have no control over these charges and we can't tell you what the cost would be, as customs policies and import duties vary widely from country to country.

      It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

      If you still need help, just click the Continue button below and tell us as much as you can about your query.

  • My Orders

    • My item is faulty

      If you have a problem with an item, we are very sorry for any inconvenience and want to do everything we can to rectify the issue.

      Please complete the form below with details of the problem with your item. You can also attach an image of the damage if needed.

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    • Something’s missing from my order

      In some circumstances, orders are sent in more than 1 package and although will normally come together, do sometimes end up seperated. If this is the case, you should be able to see from your delivery note that you only have part of a consignment.

      If this is not the case and you order is not complete, please accept our apologies. Please complete the form below with details of the problem with your item. You can also attach an image of the damage if needed.

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    • My Item is wrong

      If you have received your order, but the contents is different from that showing on your Order or Invoice, please complete the form below with details of what you have received and what should have arrived and we will endeavor to rectify the situation as soon as possible.

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    • I want to change my order

      We're really quick at packing your order up which means we can't make any changes once you've placed it. This includes changing the delivery option, delivery address or payment method.

      However, you can return any unwanted items for a refund once you’ve received your order. For more information on our Returns Policy, please click here.

    • I want to cancel my order

      We’re sorry that in most circumstances it’s not possible to make changes to your order once you have placed it. To add products to your order, please place a new order for these items.

      However, you can return any unwanted items for a refund once you’ve received your order. For more information on our Returns Policy, please click here.

  • My Account

    • I have a login problem

      Make sure you’re using the same email address and password you registered with.

      If you can't remember your password click on the 'forgotten password' link on the sign in page. You'll be prompted to enter your email address and we'll send you an email with a link that will allow you to create a new password for your account.

      If you’ve already tried this, please send us a screenshot of the error messages you’re receiving using the contact form below.

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    • I want to change my account details

      Goods news - it's simple to change your details.

      Once you're logged into your account, you can amend any details by clicking on the 'edit/add' button Don't forget to click save after you've made your changes.

      If you’ve already tried this and it hasn’t worked for you, please let us know by sending a screenshot of the error messages you’re receiving using the form below.

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    • I have a 30 day account and I am having problems placing an order

      If you have an account you may get an error requesting payment. Unfortunately, we do not accept orders on account for amounts below £100. If you would like to place an order for less than £100, then prepayment for the goods is required.

      If you still need help, just click the Continue button below and tell us as much as you can about your query.

    • I would like to set up an account

      We are always happy to work with our clients on an Account basis. To set up an Account, the minimum order value must exceed £100.

      To apply for an account, please complete the form below and a member of our team will contact you to process your application.

      Company Details

      Contact Person

      Billing Address

      Shipping Address (if different to Billing address)

      Internal Use Only

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  • Returns

    • How can I return my order?
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    • I need a returns note
      dgsg
    • I have a question about my return
      sdg
    • I have a question about a refund
      sdgsdg

 

Technical Issues

If you are experiencing technical issues, please delete history from your browser including deleting cookies which should solve any problems. If you are still experiencing technical issues, please call us on 0844 873 6163 or email us sales@couchrolls.co.uk

 

Contact Us

You can contact us by the following methods:

Email:  sales@couchrolls.co.uk
Telephone: 0844 873 6163