Online Order FAQs

For information only

Orders

Some of our Cow & Gate products are available to buy via our online shop.

To order items, you can simply add them to your shopping basket. Click on 'Checkout' to enter the checkout process. 

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

We want to ensure every parent can get the products that they need for their little ones. For this reason, there is a maximum spend of £22 per week for orders on Cow & Gate. 

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

  1. We currently have a £22 maximum order value per week, if your order was over this amount please remove something from your basket
  2. Check your delivery address was valid and in the UK
  3. Check with your bank to see if there are any errors or if possible try another card

If you’re still experiencing an issue, please contact us directly on 0800 977 8880.

You should receive an email as soon as 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’re concerned your order has not gone through, please contact us directly on 0800 977 8880.

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. 

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 despatch email to see what changes can be made. Otherwise, please call us directly on 0800 977 8880.

Delivery

Cow & Gate offer free delivery for orders made online. There is no minimum spend, but there is a maximum spend of £22 per week. This is to ensure every parent can get the products that they need for their little ones.

We deliver to any valid Postcode and Address in the United Kingdom (including Northern Ireland, Channel Islands and Highlands). This includes any home or work address and doesn’t need to be the same as your billing address.

Unfortunately, it is not possible to deliver orders outside the United Kingdom.

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

When you place an order you cannot choose a specific delivery date. Your product will be automatically processed for delivery the next working day if you order before 4pm. If you order after 4pm you should receive your order the day after next (working day).

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 be unable to select a specific time and date for delivery when placing an order. Your product will be automatically processed for delivery the next working day if you order before 4pm. If you order after 4pm you should receive your order the day after next (working day).

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. 

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 (meaning 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.

If you have any concerns, please contact us directly on 0800 977 8880.

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 the emails.

If you have any concerns, please contact us directly on 0800 977 8880.

Your order will be delivered by Yodel.

www.yodel.co.uk

Payment

We accept Visa or MasterCard payments. 

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

  1. We currently have a £22 maximum order value per week, if your order was over this amount please remove something from your basket
  2. Check your delivery address was valid and in the United Kingdom
  3. Check with your bank to see if there are any errors or if possible try another card

If you’re still experiencing an issue, please contact us directly on 0800 977 8880.

Refunds & Returns

For incorrect or incomplete or damaged orders:

If you have received an incorrect, incomplete or damaged order, please contact us directly on 0800 977 8880, pressing option 3.

For faulty or damaged 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, pressing option 2.

Changed your mind?

You should have received a returns form with your parcel which has details on how to return a product if you have changed your mind. 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. 

You can also download the returns form here.

 

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 here.

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.

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.

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 C&G webshop, you agree to Ingram Micro's terms and conditions, accessible here.

You can get full details of the C&G Baby Club 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 the C&G Baby Club Store. 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 calling us on 0800 977 8880.

Our online ordering team are available Monday - Friday 9am - 5pm.