Help

To Login

Use your registered email and password in the boxes provided at the top left of each page. Once logged in you will see a link to your "My Profile" area.
Notice: As a security measure customers who have previously registered, will need to re-registered if your current login registration is not accepted.

To Navigate

You can follow the links on the home page to see product details or browse the product categories in the menu on the left hand side of the page.

Search

You can search for products by entering keywords or a manufacturer or Cousins reference. Try to keep keywords as specific as possible as the database contains many thousands of products.

To Buy

You can add items to your basket by entering a quantity and clicking the "Add" button. To complete your purchase follow the "View Basket" link near the top left of the screen.

My Profile

To complete a purchase you will need to create a profile, you should follow the relevant link at the bottom of the profile page.

Self Serve (ViewPDF Example)

Launched in April 2009, this facility allows you to view and manage current and historical backorders, as well as current invoices.  Select the pdf link for examples of use.

Frequently Asked Questions

If you have a question which is not answered in this FAQ section please email your question to Anthony@CousinsUK.com.

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Q. After my credit / debit card declined at the payment stage, when i returned to enter another card my basket had emptied?

A. Yes, it is a local setting, if the customer does not have cookies enabled once they go out to the payment provider (Realex) the information is lost. If cookies are enabled you would be able to key the back button and the items would still show in the basket. 

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Q. I have done my order on line but what do i do when i want to order an unlisted part 

A. Non listed items, if the watch part you are requiring does not appear in the attribute search you have done, you will need to add a "non-listed" item by clicking on the "need help searching?" which can be found in the body of every watch part search screen.  This will automatically send an email to our purchasing department where the quotation will be processed. You will be able to view the progress and results via your self serve.

Tip: When using the attribute searching for watch parts, by leaving the Attributes which are not mandatory without any values high lighted the search will return everything linked to the calibre number (mandatory value).

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 Q. I started to complile my order and left my PC for a length of time, when i returned to my PC the information in my basket was lost?

A. There is a save my basket button in your shopping basket that will allow you to return and add to your basket as many times as you wish. For this function to work you must have "Cookies" enabled on your PC, please also see the "I lose the screen i am working on" Q & A

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Q. After a while i lose the screen i am working on?

A. To keep your screen active at all times please follow this procedure: Tools - Internet Options - Select the Privacy tab - Select Advanced - Advanced - Check the Override automatic cookie handling and always allow session cookies, boxes. Please note any changes to computer settings are at your own risk, if you are unsure please seek advice from your internet provider.

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Q. The Web Site is too slow?

A. Cousins Web Site is hosted off site. The Web Server is multi quad core with SAS drives (the fastest you can get) and of the highest spec available, the server has unlimited loading and bandwidth capacity. If you experience slow user activity with your PC, the slowing effect could be one or a combination of the following:

1, Your web browser security settings.

2, Your local connection speed.

3, Your PC processor and memory limitations.

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Q. It would be helpful to have a remember me button.

A. The reason we do not have a remember me button is for security. If you are working where there are multiple people using the same computer it could be possible for an order to be placed on your account without your knowledge.

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Q. Why do we only accept single orders up to £500 including delivery for overseas orders?

A. This is for insurance purposes; couriers will only provide transit cover up to £500 unless an extra charge is paid.
We have found that in the vast majority of cases it is cheaper to send multiple deliveries.
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Q. Why do you send orders over certain weights and values by special delivery or courier?

A. 1st and 2nd class and Packet Post mail is uninsured and despatched at the customers risk and therefore can prove unpopular if it goes missing in transit.
Special delivery insures the product up to £250 - £500 respectively dependant on the value of the goods and can be traced through the internet.

If a parcel weighs more than 2 kgs we will send via a courier as Royal Mail will not accept anything over 2 kgs as standard post.

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Q. Why can I not add to my Internet order via e-mail or phone call once it's confirmed on the system.

A. Two reasons.
 1. Your payment is processed by a secure third party company; therefore we have no access to your card details to make the extra charges, although we can make refunds.

2. It is possible that by the time we have received your e-mail your original order has been despatched, we do make every effort to combine orders where possible.

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Q. What is the best time to phone an order through?

A. Our call centre is open from 08:30 until 5pm and orders can be placed at any time in between those hours.
We have two mail collections a day, one at 12 noon and one at 5pm, we recommend you order as early as possible in an effort to ensure next day delivery.
This is based on customer feedback that a higher percentage of orders from the 12 noon collection are delivered next day.

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Q. Why are the prices in your catalogue different to the prices on your web site?

A. As with most publications listed prices are only valid for a limited period of time which is why we advise our customers they are only guide prices.
Our web site is updated on a dynamic basis and therefore is the most up to date way of viewing our products and prices.

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Q. How are your postage rates calculated?

A. We have a postage and packing charge based on the weight and value, we try to keep our rates competitive by using Royal Mail weight bands. The heavier the goods the higher the charge.

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