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Account Management How can I change my email address? How can I change my password? How can I delete my account? How do I apply for a credit account? How do I change my billing or delivery address? How do I change my company name? How do I log in or register for an account? How do I pay my account balance? How to I change my mailing preferences? I am having trouble logging in. What should I do? I do not want items to be back ordered. Can I opt out? I have completed my BACS transfer but my account still shows as overdue. What should I do?

Customs & VAT Duty, Tariff (Tax) & Processing Charges How can I add my VAT / EORI number? I have a question about delivery to Norway What is Import One Stop Shop (IOSS)? What is VOEC? Why am I being charged extra fees for delivery? Why are there processing fees in my basket/for my order (European Union customers) Why are there processing fees in my basket/for my order (USA customers) Why was my parcel missing the necessary customs documents?

General Support Can I order items from Cousins if I am not a registered business? Can I use Cousins product imagery or information taken from the website for my own purposes? Do Cousins offer a servicing & calibration service for Witschi & Elma equipment? Does CousinsUK have an App? How are Cousins using greener packaging and reducing its waste? How do I contact Cousins by phone or email? How do I save my basket items for later? I have a suggestion to improve the Cousins website I have watch parts to sell. Will Cousins buy spare watch parts? Is it safe to shop on cousinsuk.com? What does the terminology on your website mean? What should I do if there’s missing product information or a photo on the website? What Work Do Cousins do around Corporate Social Responsibility?

Payment Issues How can I add or remove payment cards? How can I pay for my order? I have paid for my order by bank transfer as requested, what happens next? I'm having problems completing a payment. What should I do? My card payment has failed. What should I do? What are Cousins bank details? I need to make a bank transfer payment. Why have I been charged for items that have been back ordered?

Product Info & Availability An item is missing from my parcel Can I order a greater item quantity than is currently available? Can I order out of stock items? Do Cousins send samples of items? How are watch movements supplied? How do I submit a product request for Clock or Watch Parts? I do not need to return the item but would like to report a product issue I have an item from CousinsUK.com out of warranty that needs a repair. I need help choosing the right product. Can Cousins advise? Is it possible to see a product demonstration? Request a new item / looking for something else? The listed weight of an item on the website is incorrect or missing Value Tools

Quotes, Orders & Invoices Can I amend an order? Can I cancel an order? How can I cancel a back order? How can I see my items on back order? How can I view or print a copy of an invoice? How do I add my telephone number to my address label? How do I chase a back ordered item? How do I get a quote or proforma invoice for my order? How do I view the quote for a non-listed item I requested? Where can I find my payment receipts? Where can I view my credit notes / refunds? Why doesn’t my invoice match the amount I paid? Why have I not received an invoice with my order? Why was my item cancelled instead of back ordered?

Refunds How do I return an item for a refund? When will I receive a refund for items cancelled from my invoice?

Returns Can I cancel an order? Do Cousins offer a servicing & calibration service for Witschi & Elma equipment? How do I return an item for a replacement? Request a new item / looking for something else? Where is my order? It has not arrived.

Sales, Discounts, and Pricing Do Cousins offer a student/NHS/Keyworker discount? Do Cousins offer bulk discounts? Do Cousins price match? Do your prices include VAT/Sales Tax?

Shipping & Delivery Can i collect my goods from Cousins? Can I specify a date for delivery? Delivery Charges, Delivery Times & Carriers or Couriers (Including for hazardous goods) Has my order been processed and despatched? How much do Cousins charge for delivery? My package has arrived damaged, what do I do? My parcel has been delivered to the wrong address. What should I do? My Tracking says my parcel is being returned to Sender. What should I do? Part of my order is missing, what should I do? The website says the item is collection only, how do i pick this up? What is the status of my order? Where is my order? It has not arrived. Will I be charged for delivery of back ordered items?

Technical Issues I am seeing a blocked message, what can I do? The website is not working as expected. Can you help?

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