FAQs / Help
Our FAQs answer many of the common questions such as delivery, cancellations, returns and general assistance...

Delivery, Cancellations, Returns and Assistance FAQs

Canon cameras Next Day Delivery

Next Day Delivery on all Canon cameras is not available for the following postcodes:

AB10-16, AB21-25, AB30-39, AB41-45, AB51-56, BT1-49 BT51-58, BT60-71, BT74-82, BT92-94, DD5, DD7-11, EH43-45, FK8, FK16-21, HS1-9, IM1-9, IM99, IV1-28, IV30-32, IV36, IV40-49, IV51-56, IV63, KA4, KA6, KA16-19, KA27-28, KW1-3, KW5-17, ML8-12, PA20-38, PA41-49, PA60-78,PA80, PH1-26, PH30-44, PH49-50, SY15-25, TD2-14, TR21-25, ZE1-3.

Business Supplies Next Day Delivery

Business Supplies Next Day Delivery only applies to items which state in RED, "This item qualifies for next day delivery."

All small package orders received before 3:00 pm will be delivered next day between the hours of 9:00 am to 5:30 pm by UPS. Next day applies to mainland UK only. For Highlands, Islands and outlying areas, longer lead times may apply. We regret we are not able to provide a specific delivery time.

All furniture orders received before 1:00 pm will be delivered next day between the hours of 9:00 am to 5:30 pm. Please ensure that you provide relevant contact details as we will endeavour to make contact the day before dispatch to confirm your delivery and any additional delivery requirements.

Next day applies to mainland UK only, for Highlands, Islands and outlying areas, longer lead times may apply. We regret we are not able to provide a specific delivery time.

Does Costco charge for delivery?

Shipping and handling charges are included in the item cost for deliveries to locations in the United Kingdom unless otherwise indicated elsewhere in the Site Terms, or on the particular product page.

Warehouse vs Online Price

Not all products sold on Costco.co.uk are available at your local Costco warehouse.
Products sold online may have different pricing than the same products sold at your local Costco warehouse due to shipping and handling fees charged for delivery.

What types of delivery does Costco use?

Small and medium-sized item delivery: Most products will be delivered by UPS (United Parcel Service), Parcel Force or Royal Mail.

Large-item delivery: These products may need a delivery time to be booked prior to dispatch. The carrier will normally contact you within 48 to 72 hours of your order being placed to arrange delivery. Large items can usually be delivered over the threshold to a ground floor room of your choice unless indicated elsewhere in the site terms or on the particular product page. However, please check dimensions carefully before ordering large items to ensure that they will fit inside your preferred location. Please also note that the carrier will not unpack or set up the items unless "white-glove delivery" is specified on the relevant product page.

White-glove delivery: Some products require special handling or set up. Our "White Glove" carrier agents deliver bulky goods, unpack, inspect and set up these products in the room of your choice – and take away all packaging. Our carrier will normally call you within 48 to 72 hours of you ordering to arrange delivery of these items.

Partial item delivery: Some goods may be delivered from different locations, so you may receive the goods in multiple deliveries. You can track your goods and deliveries by clicking on the order status link provided or calling the delivery company telephone number provided in your order confirmation email.

How can I check the status of my order?

An order takes approximately 1 to 2 hours to appear in "order status" after the order is completed. Either log onto the ‘My Account’ section of the website to track the status of your order, or click on the link provided or call the delivery company telephone number provided in your order confirmation email.

Why have I not received my delivery?

There could be a number of reasons for a late delivery, for example adverse weather conditions or bank holidays. Please check for any notices we may have sent detailing the reason for the delay in delivery. You may also contact our Customer Care Centre on freephone 0800 0324 324.

You may also use this Customer Care Centre number for general enquiries about your order.

Can customers and Costco Wholesale members outside the UK order goods from costco.co.uk?

Yes, as long as the goods are for delivery in the UK, we accept orders originating in most other countries.

At this current time we are unable to validate Costco Membership's taken up outside of the UK when registering a UK account on costco.co.uk. Our customer support team will however gladly perform a membership validation check with the foreign Costco membership source country if brought to their attention, and will happily refund back the 5% surcharge applied to the applicable order. Simply call our Freephone number 0800 0324 324 and quote your order number for assistance.

What happens if my item is damaged?

Please inspect the order before signing for it or as soon as possible afterwards. If goods are damaged at the time you receive them please either refuse delivery, refuse to accept the goods in question, or return them to us. In any event, our satisfaction guarantee and returns policy applies to damaged goods.

Why have I only received part of my order?

We may deliver individual products within a single order separately. Alternatively, some orders may not have been successfully concluded. Check ‘My Account’ to review your orders and order history.

How are Higher Value Goods delivered?

Higher Value Goods are goods of which the unit price for Costco Members described in the website exceeds £5,000.00.

Higher Value Goods will be dispatched individually and sent to you via a secure, insured and traceable carrier. They are likely to be sent out separately from the rest of your orders – you will not be charged extra for this service. Your signature (or the signature of someone authorised to make contracts on your behalf, if you are a company or firm) will be required to conclude the contract for your purchase of Higher Value Goods and to receive them. Higher Value Goods are sometimes subject to special sales terms.

What is Costco’s Customer Satisfaction Guarantee and Returns Policy?

Subject to the conditions and exceptions described below, we guarantee your satisfaction with every product we sell. If you are not satisfied with the products sold by us, you may return them to us for a full refund, including delivery charges.

Whilst nearly all items can be returned without a time limit, the following must be returned within 90 days of purchase: televisions, projectors, computers (including laptops, tablets and PDAs), cameras, camcorders, MP3 players, cellular phones and other products covered by our Electronics Return Policy –Click here to learn more about our Costco Concierge Technical Support Services. We extend the manufacturer’s warranty to 5 years on televisions and 2 years on computers and camcorders. All other electronic products are subject to the manufacturer's warranty.
Special sales terms

When you are returning jewellery items, costco.co.uk requires additional time to verify the piece of jewellery, in which case a refund will be approved upon positive verification and as long as the item is not damaged or changed in any way (i.e. resized or reset). This process may require seven to ten business days.

How do I return my order under this Satisfaction Guarantee?

We regret that you cannot return goods to Costco Wholesale warehouses. You can return goods by calling our Customer Care Centre on freephone 0800 0324 324. To help us assist you quickly, please have the following information available when you call:

  • Name;
  • Costco Membership Number (if applicable);
  • Order confirmation and/or item number; and
  • Postcode
  • We will then arrange a collection date with you and collect the goods on the agreed date.
  • If your order was delivered "Kerb Side", it will need to be available for kerb side pick up. 
    If the item arrived to you in a box, it will need to be in a box at the time of pick up.
  • If you can’t meet the previously agreed collection date, please contact our Customer Care Centre on freephone 0800 0324 324 between the hours of 9AM to 8PM Monday to Friday to re-arrange collection.

When should I expect my refund?

If you ask for a refund we will refund your money within one week following our receipt and verification of the goods. If possible, refunds will be made in the same way as your original payment.

Please note that verification may take longer in the case of jewellery and other Higher Value Goods, but can usually be completed within 7-10 days after we receive the returned goods.

What is my statutory cancellation right as a consumer?

In most circumstances, Costco’s return policy provides consumers with the most favourable return privileges available.  Under the UK's Consumer Protection Regulations of 2013 (as amended) (the "Regulations") , however, you have an additional, statutory right to cancel orders for goods and services made through the website. This right ("statutory cancellation right") applies only where you make your purchase as a Consumer. You can only use this right within a period of 14 days. The period of 14 days begins on the day after the day on which you receive the goods relating to your order or (in the case of services) the day after the day on which the contract is concluded.

Are there any exceptions to the statutory cancellation right?

The statutory cancellation right also does not apply to certain types of goods, namely:

  • goods that have been personalised or otherwise made to your specifications;
  • goods such as flowers, food, plants or other goods which by their nature are liable to deteriorate or expire rapidly or cannot be returned (such as pierced jewellery), underwear or swimming costumes where the hygiene strips or seals have been removed);
  • audio or video recordings or computer software that has been unsealed;
  • newspapers, periodicals or magazines; or
  • goods where the price is dependent on fluctuations in the financial market (such as vintage wines).

The statutory cancellation right does not apply to certain kinds of services, or to any kind of service that has been fully performed where (by your express request) performance has begun before the end of the cancellation period.

How do I exercise my statutory cancellation right?

If you wish to exercise your statutory cancellation right please contact our Customer Care Centre at freephone 0800 0324 324 or by email, fax or hand/postal delivery to the address here; Customer Care Manager, Costco Online UK Ltd., UK Home Office, Hartspring Lane, Watford, WD25 8JS, United Kingdom. Alternatively, you can complete our cancellation form which is available here and send this to us by email, fax or hand/postal delivery to the address above.

What must I do with the goods?

Customers using the statutory cancellation right are required to return the goods to us (in their original packaging, wherever possible) as soon as possible and in any event within 14 days after the day you informed us that you wish to cancel their order, and in the manner we direct. For items that, due to their nature cannot be returned by post, you should contact us for information about the cost of return shipping.

Costco will instruct you how to make the returns to us. We may ask you to send the item to us using labels that we will provide. Alternatively, we may arrange for our carrier to collect them from you within five days following your notifying us of your wish to return the goods. You may request a later collection date, and we will accommodate you if circumstances permit.

When should I expect my refund?

If you exercise your statutory cancellation right we will reimburse you within 14 days following the day on which we receive the goods from you. Refunds will be made in the same way as your original payment.

Please note that this is not a full statement of your statutory cancellation right. For further information, please consult www.adviceguide.org.uk.

What should I do if I have a complaint?

If you need assistance for any reason or wish to lodge a complaint, you may call our Customer Care Centre on Freephone 0800 0324 324 (9am to 8pm, Monday to Friday – excluding bank holidays) or write to us at Customer Care Manager, Costco Online UK Ltd., UK Home Office, Hartspring Lane, Watford, WD25 8JS, United Kingdom. You may also fax us at: +44(0)1923 257186 or email us at: customercare@costco.co.uk. To access this service please have your name, address, item number or order confirmation, purchase date, model number and manufacturer’s name.

What if I need technical help?

Contact Costco Concierge Services/Technical Help for free technical support for any electronics items purchased from Costco, including televisions, cameras, camcorders, computers, appliances, power tools and exercise equipment. Our customer service agents can provide expert assistance on these products we sell and are dedicated to helping you with technical issues and questions. Call Freephone 0800 0324 324 to speak with a technician (9AM to 8PM, Monday to Friday – excluding bank holidays).

To access this service please have your name, address, item number or order confirmation, purchase date, model number and manufacturer’s name.

What if I have questions about my Costco membership?

If you have any queries regarding your Costco membership, please contact the Membership Department on 01923 830477.