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

Delivery, Cancellations, Returns and Assistance FAQs

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.

 

All furniture orders received before 1:00 pm will be delivered next day between the hours of 9 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 is included in the item cost for deliveries to locations in the United Kingdom unless indicated elsewhere in the Site Terms, on the particular product page, or elsewhere on the website.

What types of delivery does Costco use?

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

Large-item delivery: These products may need a delivery time to be booked prior to dispatch. The carrier will normally contact you within 48 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 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?

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.

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.

When 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.

What condition should goods be in for return?

If you wish to return goods under the Costco Customer Satisfaction Guarantee (or under your statutory rights), you should take reasonable care of the goods until their return. All goods being returned should be in a reasonable condition, and should have all parts and pieces that were shipped with the goods. Where possible returns should be in the original packaging.

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.

What about my Statutory Cancellation Rights?

Costco’s Customer Satisfaction Guarantee and our extended warranty programme are in addition to your statutory rights. They do not affect any cancellation right you may have under the UK Consumer Protection (Distance Selling) Regulations 2000 (the so-called "Distance Selling Regulations") or any of your other statutory rights. Details of this statutory right (including applicable conditions and procedures) are set out in the DSR Fact Sheet here.

How do I return my order?

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

What is the returns procedure?

  • Call our Customer Care Centre as described above.
  • We will then arrange a collection date with you and collect the goods on the agreed date.
  • 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 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.