FAQ's
This page answers some common questions...
How to order and about my order
How do I Cancel an order?
Delivery charges and methods
Co-operative Xest guarantee and returns
Creating an account and logging back in
General Questions
Answers to questions on how to order and about my order
Q. How do I order?
A. Shopping with us is easy and it is your choice as to how you order:
- Browse or search our website then click the “add to basket” button to buy the products you want. When you've finished shopping, click the “checkout” button on the basket page. As you go through the checkout process, you will be given the choice to pay immediately (and in total security) on-line using your debit/credit card or to post us your payment by cheque or postal order
- Alternatively, you can telephone our order line on (free-phone) 0800 622 6001, Monday to Friday (8am to 8pm) and 9am to 6pm at weekends. Our customer service team is based near the sea on the beautiful South Coast of England, and will be happy to take your order or answer any questions
- Finally, if you prefer, you can print one off on-line or complete the order form in our catalogue or and send it into us at co-operative Xest, Freepost RSAZ-CGSR-SALZ, 2 The Belfry, 4400 Parkway, Whiteley, Fareham, Hampshire, PO15 7FJ
You will need the following details:
- Your product's six-digit item number or the name of the product
(Not sure of what you want? Try searching on Co-opXest.com)
- Your payment details
- And if you have previously registered with us online, your email address and password.
Ordering online? Click on the 'Add to Basket' button on the product page to add a product to you shopping basket. When you are ready to buy, click onto the ‘View & Checkout’ button in the top right of the page, and follow the order form instructions. You'll be issued with a unique order reference number that will help you track your order at any time using the services in My Account.
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Q. How can I pay for my products?
A. We offer a variety of ways to pay so that you can choose the method that suits you. Don’t forget, you can order online, by phone or by post and pay by any of these methods.
By credit or debit card:
You can pay for your items with most major credit/debit cards although we do not currently accept Maestro, Diners Club or American Express.
By cheque or postal order:
We also accept payment by cheque or postal order. Make cheques or postal orders payable to co-operative Xest. We do not accept cash.
Please put your order number and customer number on the back of the cheque as well as your name and full address.
Post your cheque or postal order to:
co-operative Xest, Freepost RSAZ-CGSR-SALZ, 2 The Belfry, 4400 Parkway, Whiteley, Hampshire, PO15 7FJ
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Q. How do I use any special promotional codes?
A. If you are ordering online, when you click onto the View & Checkout your basket, you will be asked to enter any promotional codes. Enter the code into the box and click the ‘Apply’ button. If you are ordering over the phone, our Customer Service Advisor will ask you for the code and apply it to your purchase.
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Q. When wilI I be charged for the items that I order?
A. As you go through the checkout process either on-line or through our Customer Service Centre, you will be given the choice to pay immediately (and in total security) using your debit/credit card or to post us your payment by cheque or postal order.
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Q. What is the Credit Card Security Code/Card Verification Value (CVV)?
A. It's a unique 3-digit number printed on the back of your credit/debit card that helps us validate your purchase and protect against fraud. Since this isn't contained in the magnetic strip information, it doesn't get printed on sales receipts, so it's difficult for anyone other than the genuine cardholder to know it. It's sometimes referred to as the Card Security Code, the Personal Security Code or the Card Verification Value (CVV). Your order can't be fully processed without a valid Security Code. Once your order has been processed, your Security Code won't be held on file.
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Q. How do I track my order?
A. If you have registered with us when you ordered then your order history is stored in the ‘Your account’ section of our website. You need to first of all Log In and then simply click onto ‘Your account’ (located at the top of the page in the middle). Once you are there, your co-operative Xest orders are stored in Order History. Just click onto that link and you will be able to keep an eye on the progress of your current online order as well as view past ones.
You can find out more information on Creating an account and logging back into it
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Q. How do I add to my order once I have submitted it?
A. Unfortunately, you can’t add to your order once it has been placed. This is because orders are normally processed immediately after they've been placed and your order will have already been sent to the warehouse to be packed. If you do need to order additional items you will need to place a new order.
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Q. How do I Cancel an order?
A. If you change your mind about an order and want to cancel it, you can do so within 7 working days of receipt of your goods. However, once your order has been sent to the warehouse to be packed (and orders are normally processed immediately after they've been placed), then we can't always stop your order from being delivered. In both cases, once you receive the order, you will be able to return it to us free of charge.
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Answers to questions on delivery charges and methods
Q. What are your delivery charges?
A. Postage is only £3.95 on all orders. These rates apply to each individual UK delivery address.
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Q. If part of my order is out of stock, do I have to pay an extra delivery charge when it is sent to me?
A. No - if something's out of stock, we won't charge you any extra to deliver it when it comes back into stock.
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Q. How long is delivery time?
A. We work very hard to deliver your order promptly and aim to send out all orders within 1 working day of receipt of payment. Your parcel will normally be sent out by either first class mail or by DHL courier, and so should reach you within 2 working days of despatch. However delays do sometimes occur due to unforeseen circumstances, so if for some reason your parcel hasn't arrived within 10 working days, please contact us.
If you have registered with us when you ordered, then you can track your order in the ‘Your account’ section of our website.
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Q. Can I specify a day or time for delivery?
A. Currently we only offer standard delivery and it is not possible to specify a delivery date.
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Q. Where does co-operative Xest deliver to?
A. We deliver to addresses within the United Kingdom (meaning England, Northern Ireland, Scotland and Wales) but we currently do not accept orders for countries outside of the UK (including the Channel Islands and Eire).
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Q. Can I send my item to an alternative delivery address?
A. Yes. If you're ordering on co-opXest.com, you have the option to choose a delivery address when you go through the checkout.
If you're placing your order by phone, inform a member of our customer service team on freephone 0800 622 6001 that you'd like to send the item to a different address. To ensure safe delivery, we will need the full address including the postcode.
Using the address for future orders – If you choose to register with us, you can save up to 6 different addresses in Your Account details.
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Q. Can I have my items delivered to more than one address in the same order?
A. No, you can only get them sent to one address. If you need orders delivered to different addresses, you will need to place a new order for each delivery address (and you'll have to pay for delivery on each order if applicable).
Q. Do I have to sign for my parcel when it's delivered?
A. All of our larger items will be delivered by courier who will require a signature upon receipt. Many of our smaller items are delivered by Royal Mail and will come with your regular post, but these too may require a signature on delivery.
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Q. What if I am out when the courier tries to deliver?
A. If you are out and the item does require a signature, the courier may use their discretion and obtain a signature from a neighbour or they will leave a calling card for you to arrange a more suitable delivery time.
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Q. Can I order from overseas and do you deliver overseas?
A. It is possible to order from overseas but your order can only be delivered to an address in the United Kingdom (as specified above).
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Answers to questions on co-operative Xest guarantee and returns
Q. Are my purchases from co-operative Xest guaranteed?
A. We want you to be happy with our products so we’re providing the co-operative Xest guarantee.
It’s quite simple, if for ANY reason you are not happy with your product during the first year of your purchase, we will refund the cost of your item and we will ensure that returning a product is as simple as possible. This guarantee is in addition to your statutory rights.
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Q. How do I return an item?
A. If you are unhappy with a product, it would be really helpful if you could call one of our friendly Customer Services Advisors on 0800 622 6002 first, as there are occasions when it may not be necessary for you to be inconvenienced by sending a product back to us.
Please note that, unfortunately, we cannot refund the cost of returning any items (unless they are cancelled orders or the item is faulty as explained below).
Returns can take up to 21 days to process.
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Q. What do I do if my purchase develops a fault?
A. If your item develops a fault within twelve months of your receiving it, co-operative Xest will replace, repair or refund your item where possible (subject to stock availability).
To return an item, call one of our friendly Customer Services Advisors on 0800 622 6002 and they will advise you of the options available.
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Q. What if my item arrives damaged or faulty?
A. Our parcels are packaged to ensure that any damage in transit is kept to an absolute minimum. However, we will happily refund or, when available (subject to stock availability), replace any damaged or faulty item within twelve months of delivery.
To return an item, call our friendly Customer Services Advisors on 0800 622 6002.
Returns can take up to 21 days to process.
We will provide you with a pre-paid label for items sent via Royal Mail. If an item is too large to send by regular post, we may be able to arrange a courier collection.
For more information about damaged or faulty items see our Terms & Conditions.
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Nothing in this section or elsewhere in these FAQs or our Terms and Conditions or our returns policy affects your statutory legal rights.
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Answers to questions on creating an account and logging back in
Q. Why would I want to register with co-operative Xest and create an account?
A. There a number of benefits to registering with us, you can:
- view information on your orders by clicking on the My Account link at the top of every page.
- store up to six addresses in your details, making it much quicker and easier to checkout your baskets in the future.
- store items that have caught your eye in your shortlist, to refer back to in the future.
- simply click onto ‘repeat this order’ in your order history for items that you need to buy on a regular basis and then go straight to checkout.
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Q. What is my username?
A. It's your email address.
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Q. What happens if I forget my password?
A. Whenever you are asked to login, if you have forgotten your password, you can just click onto Reset Password and we'll send you a unique email so you can reset it.
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Q. When do I have to log in?
A. You will be asked to login if you have registered with us at any time when using your saved details makes the process quicker and easier for you. Please note, for your security, we do not store your payment details in Your Account so you will need to resupply these each time you shop with us.
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General questions
Q . Does co-operative Xest have a catalogue of products?
A. Yes we do, a selection of the many items that are on our website are featured in our catalogue. Simply click onto the request a catalogue link at the bottom of this page or call one of our friendly Customer Services Advisors on 0800 622 6001 and we will post one out to you.
However, please do check our website for the latest information on stock availability and all our current offers. Alternatively, if you would like some help in finding a specific product, then call us on 0800 622 6001
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Q. Does co-operative Xest sell gift vouchers?
A. At this moment in time we don't sell gift vouchers, but it is something that we are looking at for the future.
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Q. How do I contact Co-operative Xest?
A. If you need any other help, or if you would just like to tell us what you think, then we would be delighted to hear from you. You can get in touch by:
Telephone: 0800 622 6002 (we pay for the call from a landline)
Email: info@co-opXest.com
Fax: 0800 622 6005
Post: co-operative Xest, 2 The Belfry, 4400 Parkway, Whiteley, Hampshire, PO15 7FJ
We look forward to hearing from you!
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