Everything you wanted to know.....at a click!


Frequently Asked Questions (FAQs) All answered with step by step guides @


Your Account


• I have forgotten my password. How can I get a new one?


• How can I change my password?


• I have a new email address, how can I update my details on CousinsUK.com?


• Can the CousinsUK.com website remember my password?


• How can I make changes to my postal address details?


• Why is my VAT number being rejected by Cousins? • How do I change my default delivery address?


Products


• I can’t find the product I am looking for. Can CousinsUK.com supply items not listed online?


• What do the terms Obsolete, Discontinued, Restricted and Unavailable mean?


• How are watch movements packaged and supplied? • Email and technical advice. • Repairs for items out of warranty.


Returns • Can I return an item ordered from Cousinsuk.com


Website


• How do I bookmark a page in my browser? • Who can I contact for a watch or clock repair?


Shopping Basket, Orders & Delivery


• What should I enter in the Job Ref and PO Reference boxes?


• How can I request a quote for delivery? • Why aren’t there any delivery options for my order?


• I need my order delivered to a different address, can I change this?


• Can I add items to an existing order? • How much will I be charged for delivery?


• Can I purchase from Cousinsuk.com if I am not a business?


• Will I be charged VAT on my order? • How do I chase up a parcel that has not arrived yet?


• Is there an account setting that tells you I do not want back orders?


Self Serve


• How do I view answers to a non listed item request? • How do I chase up a backorder? • How do I view credit notes (returns)? • How do I view items on back order?


• How can I view outstanding invoices and print a copy? (on account customers)


• How can I view outstanding invoices and print a copy? (debit/credit card customers)


• How do I make a monthly payment? • How do I view payment receipts? • How can I check my order status? • How can I track my order?


Information is the most valuab Tel: +44 (0) 1708 757800


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