Delivery, returns & order issues

Shipping

From which country will my order be shipped?
Depending on your country, your order will be shipped from one of our warehouses in the following locations: 
  • UK orders: our warehouse in the UK
  • Italian orders: our warehouse in Italy
  • Spanish orders: our warehouse in Spain
  • All other orders: our main warehouse in Belgium
Delivery times and shipping costs
Delivery times vary based on your country, location, and when your order is placed. Please take note of the cut-off time for your country when reviewing your estimated delivery.
  • Orders placed before the specified cut-off time on a business day will be shipped the same day.
  • Orders placed after the cut-off time on a business day will be shipped on the next business day.
  • Orders placed on weekends or public holidays will also be shipped on the next business day.
Please consider these factors when reviewing your country's estimated delivery time.
Additionally, delivery speed may be affected by the operating schedule of our shipping carriers, particularly on weekends and public holidays. Deliveries may take longer for customers in remote regions.
Edgard & Cooper does not deliver to islands.

Free shipping on orders over €60; orders under €60 incur a €5.99 shipping fee.

Can my order be redirected to a different address?
If you have already completed your order, we cannot change the address to which it's being sent. The order will be shipped to the address that was provided. 
If your order is being shipped to the wrong address and you will not be able to receive the delivery or retrieve it from a parcel shop near to the delivery address, we invite you contact our customer service team. 
They will take a look at the tracking information. Once the order has been returned to our warehouse, they will have a new order sent to the correct address. 

Returns

How to return an order
Returns

We accept returns of unopened products under the following conditions. We cannot accept returns of products that have been opened. 
Returns can be requested within 15 days of delivery. The day your order is delivered is day one of this window.
If you receive your order on Monday, April 1st, you must contact us to request the return shipping label by April 15th. If you wait until April 16th, it will be too late.
How to return an order

If you must make a partial or entire order return, you must request a return shipping label from our customer support team. Be sure to inlude the following information in your request:
  • The reason for the return
  • Which products you wish to return (exact product name and flavor, exact amount to be returned)
  • Whether you prefer a direct refund or webshop voucher
Once you receive the return shipping label, you have 14 days to send the parcel as per the instructions provided by our customer support team.
Please allow 14 days for returns to be inspected and for any direct refunds to appear in your account.
 You can request a return by clicking the button at the bottom left of this screen.
Return shipping label fee

If you choose a direct refund, the fee for the return shipping label will be deducted from your refund. The remainder of the total will be refunded to you. Our customer support team will inform you of the cost, no worries, no surprises.
If you choose a refund in the form of an Edgard & Cooper webshop voucher, the entire sum of your order will be refunded to you in voucher form.

Order issues

My order was not delivered to me

My parcel was supposedly delivered, but it was not delivered to me and I cannot find it. No worries, we'll help you resolve it.
What to do if your parcel is delivered, but you can't find it

You've waited for your parcel until the estimated delivery date has passed, and your furry friend doesn't have their delicious food yet?🙀
Our delivery partners do their best to get your parcel delivered in two wags of a dog's tail, but it can happen on rare occasion that deliveries are delayed--especially during busy holiday periods or when a region is experiencing traffic disruptions due to strikes.
We suggest the following: 
  • Check the tracking information in case it was taken to a pick-up point
  • Check with your neighbors or local businesses
  • Check around the exterior of your home where parcels might be hidden from sight
Still can't find your parcel?

We're sorry to learn that your parcel cannot be found. No worries, the Edgard & Cooper customer support team is here to help! 
Contact us and provide the following information, depending on your country 
  • Your order number
  • The email address for your order
If your country is not in this list and you are unsure of your carrier, please contact us and provide a clear and concise explanation of your situation.
Yes, we really need the form to launch a quick investigation. Don't worry, we'll make sure your parcel reaches your doorstep safely.