OUR STORE POLICIES
At COKU, we’re dedicated to giving our customers a fair, rewarding and enjoyable shopping experience. Take a look at our store policies detailed below to learn more, and reach out today with any questions.
Returns and Refunds Policy:
If you are not entirely satisfied with your product, or have a faulty product, we are here to help. Customer satisfaction is our priority.
To be eligible for a refund you must return your item within 14 days of receiving your item, this item must be unused and returned in the original packaging. Your item needs to be accompanied with a receipt or proof of purchase (including your order number). If your item is damaged, or has a faulty part we can arrange for a new part to be sent out to the delivery address. Unfortunately, if your product is not returned within 14 days of delivery, we will be unable to process your return. As shipping is always FREE at COKU, customers are responsible for returns shipping costs and arrangements. If you have any questions in regards to returns please do not hesitate to contact our team at or alternatively, contact us at either Facebook @cokuhome or instagram @coku_home.
COKU believes you should never have to pay for shipping, therefore shipping is always free at COKU. Shipping typically takes between 3-5 working days. As shipping is free at COKU, customers are responsible for paying for shipping costs to return an item. Please note that our couriers are only licensed to deliver to your door. If you live in flats or apartments please make sure you have someone present to assist you with bringing your items into your home. Therefore, if a return is accepted; customers will receive the entire sum paid. Please note that our free delivery only applies to mainland England, Wales and parts of Scotland. For delivery to the Highland and Islands of Scotland, Northern Ireland, Isle of Man and Isles of Scilly please get in contact with us as there are surcharges for these delivery locations.
Unit 12, I O Centre/ Cabot Park, Moorend Farm Ave, Bristol BS11 0QL
At COKU we value and respect our customers privacy.
Why do we collect information?
Knowing more about you helps us to focus on what is most likely to interest and appeal to you. The information we collect allows us to provide you with the most relevant offers such as money-off vouchers and rewards. However, we’ll only do so when you tell us you’re happy to receive this information in accordance with your consent and you can ask us to stop sending you promotional information at any time by clicking the “unsubscribe” option in our emails or by updating your marketing preferences if you have an online account with us.
How do we collect this data?
Unlike many other companies, the only information we collect from you is the information you voluntarily provide us with. This information you share with us in a number of ways: a) This could be through our Website forms, placing an order, completing part of the checkout process online, creating a wishlist, searching for a product, signing up for offers and news, submitting customer reviews, entering a competition or prize draw or creating or updating your account or by corresponding with us by phone, email, social media or otherwise. This information may include personal details such as your name, email address, postal address and telephone number, personal description, photograph, your relevant passwords and preferred user names, contact details, account details, financial and credit card information, your preferences, interests and details of any complaints you may have and any other information provided by you. b) Details of products and services purchased. This is detailed information about what products you have purchased whilst using our Website and the fulfilment of your orders, for example the time and date of purchase, the products you purchase from us, delivery addresses you use and if paying by debit or credit cards your card details and card expiry date to complete your payment. c) Correspondence; if you contact us via telephone, email or social media we may keep a record of that correspondence.
How do we use this data?
- We may use the data we recieve from purchases, and collate this data together to view customers purchasing patterns, what products customers are generally interested in and what items get returned. This will allow us to provide our customers with a product range best suited to them.
- We use your data to deliver your product to you
- To notify you about changes to products/services
- To process your payments for products
- To provide you with after-sales assistance
- To keep accurate records of purchases, sales or other transactions to ensure that the requisite payments and deliveries are made, or services provided in respect of those transactions, and to make financial or management forecasts to assist us in conducting our business activities (COKU does not hold or take payment details, this is all undertaken by a 3rd party payment gateway);
- To assist us in the marketing process
Where does your information go to?
We may use any relevant information to contact you or pass it on to our trusted agents and sub-contractors to process and fulfil your order, confirm your identity, validate and authorise transactions made by your debit or credit card and to manage your prize draw and competition entries. We may pass on your personal data to help us fulfil pre-contractual or contractual obligations, for example to send you product samples, to arrange delivery of or after-care for your product. Examples of companies that your data may be shared with are listed below:
a) Payment Processing - COKU works with trusted third party payment providers to provide take and manage payments.
b) Credit Reference Agencies - When you apply for credit our third party credit provider will make searches about you. COKU works with trusted third party payment providers to provide take and manage payments.
c) Delivery Partners - works with approved delivery suppliers, who will delivery your order directly to you. Only limited information is passed to them in order to ensure delivery of your items.
Where do we store your data?
Any personal details we have collected about you are kept securely and in accordance with the Data Protection Act 1998 and GDPR. Therefore, we will never sell or disclose your information to third parties, shared companies for any other purposes than described in this policy or for legal reasons (e.g. to comply with a legal process). Your data is kept secure using the high security server technology ensuring your data is protected. Where you have chosen a password which enables you to access certain parts of our website you are responsible for keeping the password confidential. You must not share your password with anyone. Unfortunately, the transmission of information via the internet is not completely secure and although we do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our Website; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.
How long do we store your data for?
will not keep your personal data for longer than is necessary for the purpose for which it was collected, unless there is a further legal reason for us to do so. We will take all reasonable steps to ensure the personal data is erased from our systems, or securely destroyed when it is no longer required. We will keep your data for as long as you continue to shop with us, or use our services (for example where your product is under a product guarantee) and for a period time afterwards when we may contact you if there is a legitimate interest to do so. We may also be required to retain your data for legal reasons.
Under the GDPR you have certain rights. In particular you have the right to
1. Where we are relying on your consent to process your personal data, you can withdraw your consent to our processing of your personal data at any time. If you have signed up for an online account with us, you can do this by updating your preferences with us. Alternatively, you can use the “unsubscribe” or “stop” option on our emails and texts. In certain circumstances, we can process your personal data without your consent in line with the lawful processing requirements in GDPR. These include (amongst other reasons) where processing is necessary to comply with a legal obligation, or to protect your vital interests.
2. Ask us to rectify inaccurate or incomplete personal data. We would seek to rectify the data as soon as possible and usually within one month unless the request is complex.
3. Ask us to erase your personal data. This is commonly referred to as the right to be forgotten. This right is only applicable where there is no compelling reason for the continued processing of your personal data. There are some circumstances where this right to erasure does not apply and in such cases we would notify you of the reason(s) why we need to retain your personal data (unless prevented to do so by law).
4. Restrict processing of your personal data where, for example, the data is inaccurate, being processed unlawfully or where the data is no longer relevant to the specific purpose for processing. In such cases, we would retain the data but we would not process it further without your consent, or if processing your data is for establishing, exercising or defending a legal claim, or for the protection of rights of other individuals, or for public interest reasons. In such circumstances, we would let you know that we intend to lift the restriction on processing your personal data.
5. Request access to your personal data via a subject access request. Your request should be made to us in writing and we may ask you for proof of your identity before providing you with the data. There is usually no fee for making such a request however, in limited circumstances, we can charge an administrative fee (which will be based on the administrative cost of providing the information).
6. You have the right to ask us not to process your personal data for marketing purposes (including profiling). We will inform you (before collecting your data) if we intend to use your data for such purposes or if we intend to disclose your information to any third party for such purposes. You can exercise your right to prevent such processing by checking certain boxes on the forms we use to collect your data or by unsubscribing using the ‘unsubscribe’ function in a marketing email or by choosing not to accept or block certain cookies. In respect of SMS marketing, should you wish us to stop sending you mobile SMS correspondence, please see the STOP details in each text message.
You can also exercise the right at any time by contacting us at or firstname.lastname@example.org.
Contact and complaints:
Name of DPO: Sam Murfitt
Postal address: COKU LIMITED, Unit 12 I O Centre/ Cabot Park, Moorend Farm Avenue, Bristol, BS11 0QL
Terms and Conditions
In these Terms, when the following words with capital letters are used, this is what they will mean:
"We": COKU Limited.
"Us": You, the individual who is purchasing Goods from our Website, and Us, COKU Limited.
"Bespoke Items" and "Made to Measure Items": Goods which are made-to-measure or made to your specifications, custom-made or made-to-measure, or otherwise customised or personalised.
"Contract": the contract for the purchase and sale of the Goods through the Website.
"Goods": any products which we make available for sale through the Website.
"Event(s) Outside Our Control": any act or event beyond our reasonable control which may inhibit or prevent production or delivery of Goods. These acts and events may include, without limitation, third party industrial action including strikes, lock-outs or other industrial action; civil action including civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, natural disasters, failure of public or private telecommunications networks; and inability to use the railways, shipping, aircraft, motor transport or other means of public or private transport.
"Order": an order for Goods which you submit to us through the Website using our online ordering system.
"Terms": COKU Terms and Conditions of sale.
2. Placing an order online
The following Terms apply to any Order that you place through our Website. By placing your Order online at www.coku.co.uk, you will be accepting these Terms. If you do not accept the Terms, you will not be able to order any Goods through our Website. Please read the Terms carefully before purchasing as by making a payment online you will be agreeing to and accepting these Terms.
Conditions of use: To place an Order through our Website, you must be both a consumer and over the age of 16. To purchase Goods on behalf of a business, please contact us.
Your obligation: When you have placed your Order by clicking on ‘'Pay’ button within Checkout you will be under an obligation to pay for the Goods at the time the Order is placed (unless checking out with a third party finance company).
Our Contract: If we accept your Order, these Terms will form the basis of the Contract between us. Please see section 3 below that tells you more about the Contract between us. You should print a copy of these Terms otherwise save them for future reference. We suggest you also keep a copy of the Order Confirmation Email for your records, you will also receive an invoice at the point of sale via email.
Accuracy of Order Information: It is your responsibility to ensure that you input and submit your Order correctly and accurately, including providing any and all additional information pertaining to your Order. You will have the opportunity to correct errors before placing the Order and an Order Summary (with details of the Goods and the total price inclusive of taxes and all delivery charges and other costs will be displayed directly before you pay for your Order, at which point your order will be considered placed. Please note that we are not responsible for any errors you make when you input and submit, and effectively place your Order.
3. Purchase of products
Creating the Contract
3.1 After you have submitted your Order you are offering to buy those Goods from us. We will send you an order acknowledgement email shortly after you place your order. Please note that this email is an acknowledgement and not acceptance of your order. You should note that:
- We are not obliged to accept your Order; and
- No contract exists between us for those Goods at this stage.
3.2 We reserve the right to decline all or part of any Order for any reason. This might be because for example, the Goods are not in stock or are no longer available or because of a pricing error on the Website. If we decline all or part of your Order, we will contact you with additional information and will not process your order We will refund the full amount of your payment if you do not wish to order alternative Goods from us or; in the case of a pricing error, order the Goods at the correct price.
3.3 If we do cancel your order we will notify you by email and will refund to you any sum paid by you to us in respect of the contract as soon as possible, and in any event within 30 days of the cancellation of your order.
3.4 The creation of the contract between you and us will take place upon the successful delivery or collection of any part of your order unless we have notified you that we do not accept your order as outlined in 1.2.
3.5 It is recommended that you retain all emails relating to your order.
3.6 The details of your specific order are filed by us. Should you want any information regarding your order you may contact us.
3.7 If you want to make any changes to your order, e-mail us at for further assistance.
3.1.1. Our Goods
3.1.1a Images (including photographs and videos) of Goods displayed on our Website are for illustrative purposes only, we attempt to make our photos as accurate as possible to the product. We cannot guarantee that the way your computer displays colours will accurately reflect the colours of the Goods. Our marketing photos are taken in the presence of plenty of natural light, our photos are not over edited and are as true a representation of the real product as possible.
3.1.1b For the purpose of the Contract, the quantity, quality, description and any specifications of the Goods will be described in the product listing page.
3.1.1c We reserve the right to alter the Goods or any relative specifications (whether or not these specifications were submitted by you when you placed your Order at any time, if we are required to do so by law. If this happens, we will notify you as soon as possible. We will not process your Order until you have confirmed your wish to proceed.
3.1.1d As a consumer, you have legal rights in relation to Goods that are faulty or not as described. Contact your Citizens' Advice Bureau or Trading Standards Office for more information. These Terms do not affect your legal rights.
3.1.1e. Specific online offers
We may, on occasion, make special online discounts and promotional offers. These discounts and offers may be subject to their own specific terms and conditions stated on the Website as well as these Terms.
3.1.3a Prices on our Website are given in pounds sterling. Prices include VAT and any other applicable taxes. We will do what we reasonably can to ensure that the prices stated on the Website are accurate and up to date. In the event of any pricing errors, you will be notified by email or telephone and we will give you the opportunity to re-confirm your Order at the correct price.
3.1.3b Your chosen payment type, (Debit card, credit card or PayPal) will be charged when you submit your order at the final stage of the checkout whether you are paying in full or have only chosen to pay a deposit.
3.1.3c When you place your order and opt for the deposit payment option, you agree for us to automatically take the remaining balance before delivery on the same method of payment that you paid the deposit with. If we are unable to collect payment we shall not be obliged to make delivery to you and will not do so until payment is collected.
3.1.3d Depending on how you choose to pay, your payment may be subject to validation checks and/or third-party authorisations.
3.1.3e We reserve the right to decline all or part of any payment for whatever reason and should this occur we will contact you with these details.
3.1.3f If, however, we display an inaccurate price which could reasonably have been recognised as a pricing error, we do not have to provide the Goods to you at the incorrect price if the pricing error is obvious and could reasonably have been recognised as a pricing error, even if the Contract has been concluded.
3.1.3h Your order must be paid in full prior to delivery. It is not possible for the delivery crew to take payments as we use an external courier for the majority of our deliveries. On rare occasions we may be able to take payments upon delivery, if this delivery is in Bristol and if it has been agreed with a representative of COKU Limited.
3.1.3i All prices and charges on this website are quoted in UK pounds. Prices include VAT unless otherwise stated and include delivery charges.
3.1.3j If we discover an error in the quoted price of goods that you have ordered, then we will inform you as soon as possible and offer you the option of reconfirming your order at the correct price, or cancelling the order. If we are unable to contact you we will treat the order as cancelled and you will receive a full refund.
3.1.4. Security and Clearing
3.1.4a All credit and debit card payments that are made on our website are protected by a secure connection. This secure connection ensures that your credit and debit card is encrypted prior to transfer to the bank for authorisation.
3.1.5. Delivery of goods to you/Collection of the goods by you
3.1.5a We will deliver the goods you have ordered to the address you give us for delivery at the time you place your order. We will deliver these goods on the date you have selected on our website. There may be reasons out of our control that may affect your delivery. Including but are not limited to: Flooding, blocked road access, road collisions and so on. In any case that your delivery will be delayed we will notify you as soon as possible via phone and via email. We will rearrange this delivery for a date best suited to you.
3.1.5b Collection of goods by you: If you wish to collect your items from our warehouse, please arrange a suitable time and date to do so with a member of our customer service team. We will assist you with bringing your items to your vehicle.
3.1.8. Damaged or Defective Goods
Every effort will be made to ensure that the goods you have ordered arrive undamaged and without defect. However, if the goods are found to be either damaged or defective in any way at the time of delivery, you have the right to the following options:
3.1.8a Reject the goods at the delivery point
If you notice any damage to your consignment at the delivery point, refuse this delivery and the goods will be returned to us. We recommend you open the carton to inspect any damages; as the packaging serves as a protective layer. The goods inside may be in perfect condition.
3.1.8b Keep the goods
If the furniture is useable, despite the damage, we are happy for you to go ahead and use it. We may issue a partial refund dependent upon the amount of damage on the product. In some cases we may issue an immediate replacement.
3.1.8c Noticing damage after the delivery point
If you notice any damage, not caused by yourself please notify us within 24 hours so we can process your claim and arrange any relevant replacements. Any damages caused after this time will be investigated. We advise all our customers to inspect the goods once they have assembled them.
These terms and conditions shall be governed by and construed in accordance with English law and you hereby agree to be subject to the non-exclusive jurisdiction of the Courts of England and Wales. All contracts are concluded in English.
3.1.10 Your Guarantee (Warranty)
At COKU we are confident in the quality of the furniture that we sell. All products are listed under a 6-month warranty for upholstered goods. The guarantee starts from the date of delivery and offers cover against manufacturing defects on the construction of the frame and frame springs. Additionally, stitching, fabric tearing, studs, and leg structure. Our dining tables and coffee are structurally guaranteed for 1 year after taking delivery of the table. Our beds come under upholstered goods for fabrics, stitching etc and also 1 year guarantee for structure.
There are some things that aren’t covered by your guarantee. For example, deliberate damage - like treating it roughly or not using the right products to maintain it. It also doesn’t cover your goods for use in a workplace or business - only for use in your home.
And, don’t forget your guarantee only belongs to you. So, if you sell or give away your furniture, the guarantee ends. You may be asked to produce ID to confirm your identity.
As a consumer you have certain rights regarding defective goods and this guarantee is given in addition to and not in substitution of your statutory rights. This guarantee applies to mainland UK only.