FAQ
Account queries
How do I create an account?
You can create an account by signing up here.
I forgot my password. How should I proceed?
Please select the ‘Forgotten your password?' button on our sign-up page and you will be sent instructions on how to reset your password.
How do I change my account details?
Please log in to your account and you’ll be able to check out account details such as your order history and address details
How do I unsubscribe?
Please use the unsubscribe link at the bottom of any email.
Alternatively, you can contact us at support@cowshed.com.
Product queries
Cowshed Products
Cowshed has evolved into a holistic range of products and treatments, all bound together through our continued use of natural botanicals from sustainable sources containing the highest quality essential oils. On top of which we guarantee:
- No Parabens (preservatives)
- No Petrochemicals (petroleum bi-products)
- No Sulphates (artificial foaming agents)
- No Animal Ingredients (spare a little organic beeswax and wildflower honey)
- No Artificial Fragrance
- No Animal Testing (not now, not ever)
We continue to make all our products in England, ensuring local sustainability and optimal 'just picked' freshness.
Are Cowshed products safe to use during pregnancy?
Essential oils are used in all Cowshed products; however, they aren't deemed harmful during pregnancy unless used in high doses. All our fragrance concentrations are compliant with guidelines set by IFRA (International Fragrance Association). If you have any concerns, we always recommend seeking medical advice before use.
Our tailored Maternity range is designed especially for new and expectant mothers. Made with wild-crafted Sea Buckthorn Oil, the range is rich in vitamins, carotenes, minerals and fatty acids to provide your skin with all the nourishment it needs.
Soho House member queries
What is a Soho House members and Soho House Friends benefit?
At Cowshed.com Soho House members and Soho House Friends benefit from 25% off our range of products. This is visible on the individual product pages when a member is logged in. There may be seasonal occasions where we increase the discount. Gift cards are excluded from this discount.
How can I use my Soho House member discount?
Please log in using the “Soho House Member” button on the sign in page. You can see your
benefit/membership price on the product pages.
Order queries
Can I amend or cancel my order?
Unfortunately, once you have placed your order, amendments or cancellations cannot be made.
Please contact us at support@cowshed.com for support
When will my order be dispatched?
We process orders 5 days a week, Monday-Friday. We aim to dispatch all orders within 48 hours.
Once your order has been dispatched, we will send you an email with your tracking information.
I have received a damaged or incorrect item. How should I proceed?
We are sorry to hear that you received a damaged or incorrect item. Please contact our customer service team on support@cowshed.com for help
An item is missing from my order. How should I proceed?
We are sorry to hear that your order is incomplete
Please contact our customer service team on support@cowshed.com for help
Payment queries
What payment methods do you accept?
We currently accept the following payment methods:
Visa, Mastercard, Maestro, American Express, Discover, Diners Club, Union Pay. Shop Pay, Apple Pay, Google Pay, Bancontact & iDEAL
We trade in GBP (£), EUR (€) and USD ($), your currency will be selected based on your delivery address.
Are my card details secure?
At Cowshed, we understand that your online security is of paramount concern. We are committed to providing a secure online shopping environment, that goes above and beyond industry security standards and guidelines through our payments service provider.
For more information, please see our Privacy policy.
Can I use my gift card to pay online?
Yes, you can pay for your items with your e-gift card. Please add the details at checkout.
How do I use my promotional code?
Once you have added all your products to your basket. Please add your promotional code to the “Add a promotional code” section underneath your basket. Should you have trouble applying your code, please check if your code is still valid or alternatively contact our customer service team. Please note that promotional codes cannot be used in conjunction with any other offer, including sale items, and you are limited to one code per transaction.
I forgot to add my promotional code, can I be refunded?
We cannot retrospectively add a promotional code to your order or refund the equivalent amount so please do check your order before placing it.
How can I use my Soho House member discount?
Please log in using the “Soho House Member” button on the sign in page. You can see your
benefit/membership price on the product pages.
Delivery queries
Delivery options
Please find a link to our Delivery options here.
Return and Refund queries
What is your returns policy?
We hope that you will be happy with your order, however, if for any reason you wish to return something us for a refund you may do so within 30 days of receipt provided that the item is unused, in perfect condition and complete with original packaging.
Please note that if you have purchased your products via one of our stockists you will need to arrange your return with them directly.
Do you offer exchanges?
We currently don’t offer exchanges on any purchases
How do I return an Item – UK?
We provide complimentary returns for all UK customers. Kindly email support@cowshed.com with your order number and return request, and we will issue you a QR code for labelless returns. Please ensure that the goods are returned unused, in perfect condition, and include their original packaging. Thank you for securely packaging your return.
How I return an item – Rest of World?
We do not offer a free returns service, we therefore ask that you use a fully tracked service with any reputable carrier.
Please note that Cowshed cannot accept responsibility for lost returns packages, so please keep hold of your proof of postage receipt to ensure that your return reaches us successfully.
When will my refund be processed?
We aim to process your return within seven working days of receipt into our warehouse. Your refund will be made via your original method of payment, please note it may take 5-10 working days for the funds to be reflected in your account.
Cowshed Spa
How can I make a Spa booking online?
Please visit our Spa page here, for convenient booking at your preferred Spa location.
Alternatively, please contact support.cowshedspa@sohohouse.com for any booking inquiries.
Promotions
What is eligible for discount?
We often promote discounts or offer gifts with purchase.
In all cases, gift cards, spa services and subscription services are exempt from these promotions.
Promotions will be communicated through various channels, including email and on-site announcements.
Cowshed reserves the right to end or modify promotions at any time
Subscriptions
How can I manage my subscription?
To navigate to your subscription portal, please click here or on the login page under 'manage subscriptions'.
You’ll be able to update your delivery frequency, pause or cancel, and make changes to future orders - all in one place.
Please note you will not reach this portal by logging into your account – you will need to click on the manage subscription link.
Can I use my welcome discount on subscriptions?
No, our subscriptions are already discounted so your welcome code will not be applicable to subscriptions.
What happens if my subscription item is out of stock?
If your item on subscription is out of stock, you will be notified and be given the opportunity to swap for an alternative item. You will not be charged for items you do not receive.
How do I add a product to my ongoing subscription?
Just drop our Customer Service team a message and they’ll take care of it for you. Whether you’re topping up on a favourite or trying something new, we’ll make sure it’s added to your next delivery. Email us at hello@cowshed.com and we’ll handle the rest
Why are subscriptions not available to me?
Subscriptions are currently only available for UK-based customers. If you're based in the UK and the option still isn’t showing, it may be because the product you’re trying to order isn’t part of our subscription range.
Only selected items are available for subscription, but if there's something you'd like to see included, feel free to email us at hello@cowshed.com and we’ll do our best to help. We’re also working on expanding this service for international customers in the future.
When will I be charged for my next subscription?
You’ll be charged just before each delivery is sent, at your chosen frequency (30, 45 or 60 days). We'll email you a heads-up beforehand in case you want to make changes.
Can I bring my next subscription order forward?
Absolutely! Please head to your manage subscription page. You can find this by logging into this link or by clicking on the person icon and heading to the manage subscriptions link and selecting the 'Send Now' button