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FREQUENTLY ASKED QUESTIONS

To stay up to date with everything here at Coes as well as the ongoing challenges related to COVID-19, please see our Stores page.

 

COVID-19 Queries

    Yes, we are still processing and dispatching orders daily during the week, Monday to Friday. However, due to our reduced hours of operation as a result of COVID-19, we will not be dispatching orders on Saturdays for now.

    Unfortunately, whilst our stores are temporarily closed, we are unable to offer a Click and Collect service at present.Yes. Any item can be collected from any of our shops during normal opening hours. We have Coes branches in Ipswich, Felixstowe and Maldon. You can also collect from Goddards of King’s Lynn and Golding of Newmarket.

    The majority of deliveries are unaffected, however there may be occasions whereby a delay is experienced.

    Yes, we are still dispatching to addresses overseas.

    Whilst stores are closed we are unable to process refunds or exchanges, however the returns period will be extended when we reopen. Please email us at help@coes.co.uk with your name, store you purchased the item from, date of purchase and transaction number and it will be noted.

    We understand that the ongoing challenges with COVID-19 may be affecting your ability to return your order in the usual time limits. We have extended our normal returns policy to 40 days, for items purchased online from Monday 23rd March 2020. We will look at each return on a case by case basis. Please note, as all of our stores are temporarily closed, you are unable to return your order to store.

    Yes, our gift vouchers can be redeemed both in-store and online. To use your voucher online, please place your order and checkout as usual. Then email us a photo of your voucher clearly showing the unique code along with your name and order number to help@coes.co.uk. We will then deduct the amount from your purchase. You can purchase £10, £25 and £50 gift vouchers in-store and online.

    Yes, they will be extended for the length of time our stores are closed.

    Yes. Please email help@coes.co.uk with your full name, postcode and account number and we'll get the points added on for you.

    You can make a payment to your Coes credit account by:
    Bank transfer using the details on the bottom of your Coes statement. Please use your Coes account number or full name as a reference.
    Sending in a cheque to Customer Services, Coes, 20-28 Norwich Road, Ipswich, Suffolk, IP1 2NH. Please make cheques payable to W D Coe Ltd.
    Card payment - Please email help@coes.co.uk with your name, postcode, Coes account number and a contact telephone number. We will call you to make a phone payment.

    Please email help@coes.co.uk providing the name of your party, the store where it is booked at, the original date of hire, the new date of hire (if known) and your contact details.

    Of course. Please email help@coes.co.uk and we'll be more than happy to help.

    Please email help@coes.co.uk with your full name, the store that you left your garment with and the garment description.

    Please email help@coes.co.uk with your full name, postcode and account number.

Orders

    Unfortunately, whilst our stores are temporarily closed, we are unable to offer a Click and Collect service at present.Yes. Any item can be collected from any of our shops during normal opening hours. We have Coes branches in Ipswich, Felixstowe and Maldon. You can also collect from Goddards of King’s Lynn and Golding of Newmarket.

    Please allow 3-5 working days for orders using our Standard delivery service, or 1-2 days if you have selected our Express delivery service. Please note that we are closed on Sunday’s and Monday’s, therefore orders placed on these days will not be dispatched until Tuesday. You can email us at help@coes.co.uk should you require any further assistance.

    Please enter the promotional code on the basket page and click "apply". If you have any problems, please contact us on 01473 256061 or drop us an email at help@coes.co.uk.

    Please send us an email at help@coes.co.uk with your order number and let us know which item is missing. Alternatively, if you would prefer to speak to us, just give us a call on 01473 256061. We thrive on customer service and will do our very best to sort out any problems you may have.

    Please accept our apologies for the mistake. Please call us on 01473 256061 or send an email to help@coes.co.uk with your order number and explain the problem. We will endeavour to have the correct item sent out to you as soon as possible.

    If you are experiencing technical problems on our website, please drop us an email at help@coes.co.uk. We will endeavour to fix the issue as swiftly as possible. If you would like to place your order over the phone instead, please give us a call on 01473 256061 and we will be more than happy to help.

    No.

    All our orders are dispatched with VAT receipts.
    Customers ordering from outside the European Union will receive a VAT reduction on their order at the current UK VAT rate. This is automatically applied at the checkout once you have confirmed your delivery details. If our system does not pick this up automatically, you can still proceed with your order and we will refund the VAT manually via your payment method. In this event, please contact help@coes.co.uk stating your order number.
    Please note you may have to pay local taxes and duties that apply to your country on delivery, if you are not in the European Community.

Delivery

    Unfortunately, whilst our stores are temporarily closed, we are unable to offer a Click and Collect service at present.Depending on the stock at the branch you have selected, it may take up to 7 days from when you place the order. Please see our Click and Collect page for full details.

    Please allow 3-5 working days for Standard Delivery and 1-2 working days for Express Delivery. Please note we are closed on Sunday and Monday, therefore orders placed on these days will not be dispatched until Tuesday. For full details, please see our Delivery Information page.

    We ship to most countries, but in some cases our supplies restrict where we can sell their products. If this is the case, it will be clearly stated on the product page. There are some products which we do not ship any products to; in these cases, it will not be possible place an order. For shipping costs, please see our Delivery Information page.

    Yes. We understand that not everyone can be at home all the time, so you can choose to have your parcel delivered to another address, including a work address. This can be entered during the checkout process.

    All orders placed before 3pm will be dispatched on the same day. Please select Express Delivery for next day delivery service. However, please note we are closed on Sunday’s and Monday’s, therefore orders placed on these days will not be dispatched until Tuesday. Full delivery details can be found on our Delivery Information page.

Returns & Refunds

    Every item has been carefully chosen to provide you with the highest standards of quality. If you are not entirely satisfied you can return the unused product to us within 30 days of receipt for an exchange or refund. This does not affect your statutory rights.

    Please view our full Returns policy here.

    We do our utmost to ensure every item has been carefully chosen to provide you with the highest standards of quality. However, if an item does arrive faulty or damaged, please contact us via phone on 01473 256061 or email at help@coes.co.uk with your order number and explain the nature of the problem. On receipt of the unwanted item, we will send a replacement out, subject to availability. If the item is faulty or was incorrectly dispatched by us, we will cover all transit costs. If you were in error when ordering, we will send a replacement item at no charge, but you will be liable for the return postage and insurance (if applicable). When returning your item, please remember to place a copy of the email or returns slip inside the parcel. Please allow up to 2 weeks once you have sent your parcel for the refund to be credited. Our full returns, exchanges and cancellations policy can be found here.

    Please email us at help@coes.co.uk and include your order number and reason for returning the item. Please note that you are liable for the cost and safe return of your purchase unless the item is faulty. Remember to place a copy of the email or the returns slip inside the parcel and return all items to: Coes, 20-28 Norwich Road, Ipswich, Suffolk, IP1 2NH. Our full Returns policy can be found here.

    Once we have received the item you have returned to us, please allow 2-3 days for the refund to be credited back to you. Please see our Returns & Refunds Policy for full information.

    Unless the item is faulty, you will be liable for the cost and safe return of your purchase. Please follow our Returns process to return your items.

    If you are not entirely satisfied you can return the unused product to us within 30 days of receipt for an exchange or refund. This does not affect your statutory rights.
    For further information, please view our Returns policy.

Payments

    We accept all major debit and credit cards including Visa, Mastercard and Maestro. We also accept Paypal payments.

    For payments made by all major credit and debit cards, your payment is processed by us at the point the goods have been dispatched. With respect to payments made by Paypal, payment is processed at the point the order is confirmed.

    Yes, our gift vouchers can be redeemed both in-store and online. To use your voucher online, please place your order and checkout as usual. Then email us a photo of your voucher clearly showing the unique code along with your name and order number to help@coes.co.uk. We will then deduct the amount from your purchase. You can purchase £10, £25 and £50 gift vouchers in-store and online.

Services

    Yes, just simply drop us an email at help@coes.co.uk or give us a call on 01473 256061 with the product code and name of the item you’re after. We can have an item transferred to any Coes shop or our associated shops Goddards and Golding free of charge.

    Yes. Please email us at help@coes.co.uk with the product code and name of the item you’re interested in and we’ll let you know as soon as the item is back in stock. Alternatively, if you’d prefer to speak to us, please call us on 01473 256061.

    To create an account and be able to view your orders, please register with your contact details and a password. You can also sign up to our newsletter and be amongst the first to hear about exclusive offers, events and new arrivals.

    Yes. We thrive on excellent customer service and believe our customers are our most important asset. Sign up in any of our shops for The Wardrobe Card and start earning points on every in-store purchase towards vouchers, which can then be redeemed in any of our branches. Find out more about our loyalty card here.

    To help you select the correct size, we have size guides on the product pages to help you. Please note that some leeway must be given due to the brand’s individual manufacturing process.

    If you need any tips or advice on fits and styles before buying, just get in touch and our knowledgeable staff will be able to help. You can email us at help@coes.co.uk or speak to us on 01473 256061.

    We will look at each Online Price Match individually. Please view our Price Match Policy for further information.

In-Store

    Unfortunately, whilst our stores are temporarily closed, we are unable to offer a Click and Collect service at present.Ipswich, Felixstowe and Maldon. You can also pick up your order from Goddards of King’s Lynn or Golding of Newmarket. Please allow up to 7 days from when you place your order.

    We are happy to exchange or accept returns on any items within 30 days of receipt. Please view our Returns Policy for full information.

    Of course, it’s best to come into our Ipswich, Felixstowe or Maldon branch or our associated shops Goddards of King's Lynn and Golding of Newmarket, where you can choose the suit you like and be measured and fitted by our experienced staff. If you prefer, you can start the ball rolling online. Head over to the Hirewear section on our website where you will find everything you need to know including colours, styles and prices. Fill in your details on our booking form and we’ll get back to you asap.

    We welcome any feedback from our customers. Please email us at help@coes.co.uk.