Damaged on arrival

  1. Photograph the damage before doing anything else.
  2. Keep the original packaging. Claims often need it.
  3. Contact us within 7 days of delivery with the photos.

A parcel that never turned up

Carrier delivery confirmation counts as proof of successful delivery, and once it is confirmed responsibility for the package passes to you. So a missing parcel has to be reported within 7 days of that confirmation.

Every lost order goes through a carrier investigation before a replacement can be considered. That is the carrier's process rather than ours, and it takes as long as it takes.

Shipping Protection

Optional Shipping Protection can be added at checkout. It covers packages lost in transit and packages that arrive damaged.

What it does not cover is theft where the carrier holds verified proof of delivery. All claims have to be submitted within 7 days.

If we sent the wrong item

Rare, and entirely on us. We provide a free return label and you choose a full refund or a replacement. The item needs to go back in its original packaging.

We cannot reimburse additional costs you take on yourself, such as your own labour, packaging materials or handling fees.

If the address was wrong at checkout

We are not responsible for shipments lost because of an incorrect address entered at checkout. If you spot it after the order ships, tell us immediately and we will try to reroute, though the carrier decides whether that is possible. Any carrier address-change fee is yours.

Colour transfer and damage to your home

Damage to floors, rugs, sofas, beds or any other surface caused by colour or dye transfer from the product is not covered. Using the hide in a way that avoids that is the customer's responsibility.

The main thing to avoid is water: never machine wash a cowhide product, and do not use a mop or heavy water on one. See cleaning and everyday care for what to do instead.

Payment disputes

For any payment dispute, carrier delivery confirmation serves as conclusive proof of delivery. If something is genuinely wrong, coming to us first is both faster and more likely to get you the outcome you want.

  • Call 1-800-651-2747, or email help@cowhidesdirect.com