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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 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 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 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? How will I know when Cousins get new stock? 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? Request a new item / looking for something else? The listed weight of an item on the website is incorrect or missing What should I do if there’s missing product information or a photo on the website?

Quotes, Orders & Invoices Can I amend an order? Can I cancel an order? How can I cancel a back order? How can I check the status of my 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?

Sales, Discounts, and Pricing Do Cousins offer a student 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? Do Cousins deliver to my country? Has my order been processed and despatched? How can I track my order? 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? 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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