Help Center

All orders are shipped next working day via ROYAL MAIL TRACKED service. This is an end-to-end tracking service and you will be updated from the moment of dispatch to the estimated time and day of delivery. 

Royal Mail Tracked 48: 3-4 Working Days 

Royal Mail Tracked 24: 1-2 Working Days

International Shipping: (Varies depending on country - approximately 7-10 working days) - Please Note, due to shipping restrictions, our Car Mist (spray) and Dry Mist (aerosol) cannot be shipped outside of the U.K. You will be liable for all customs/VAT charges upon receipt of your order. 

All goods are shipped via a tracked service. All international orders are shipped via tracked and signed service where possible.

Please Note: Delivery timescales are based on working days only. We aim to dispatch all orders within 24 hours from the time of purchase. Any orders placed on Friday, Saturday and Sunday will be dispatched by Monday (except for bank holidays).

We cannot be held liable for any delays or loss of goods caused by Royal Mail whilst goods are in transit as our products do not include transit insurance. If goods are lost in transit, any refunds or replacements offered will be on a goodwill gesture basis less our shipping costs. By purchasing, you accept Car Cologne will not be held liable for goods lost in transit and do not need to offer refunds covering losses. 

We accept all major credit and debit cards. We also accept PayPal.

Refund Policy

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Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. PLEASE NOTE:  If you receive a refund, the cost of our shipping will be deducted from your refund.

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Non-returnable/refundable items

Any item not in its original condition, is damaged or missing parts for reasons not due to our error

Any item that is returned more than 30 days after delivery

Any item not purchased at full price i.e. purchased in a sale or at a discounted price

Any item that is custom/tailor made i.e. Signature Boxes and Deluxe Edition Diffuser

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Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at contact@carcologne.co.uk

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Sale items 
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges 
We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at contact@carcologne.co.uk and send your item to:  Car Cologne, Unit 10 Saracen Business Park, Saracen Way, Peterborough, PE1 9WS.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

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Shipping
To return your product, you should mail your product to: Car Cologne, Unit 10 Saracen Business Park, Saracen Way, Peterborough, PE1 5WS.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. PLEASE NOTE:  If you receive a refund, the cost of our shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

We do not guarantee that we will receive your returned item and are not liable for any returns that are lost in transit.

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Missing Orders

If your order is delayed or is missing as a result of an invalid/incorrect delivery address, we will wait for the parcel to be returned to us before resending. PLEASE NOTE: Not all missing orders are returned to us as a result of in incorrect/invalid address - we will not accept liability or offer a refund in these circumstances. If we recieve the parcel back, you will be charged for the cost of sending out your parcel again. If you request a refund, we will deduct 50% in order to recover the costs relating to shipping, packing and processing. It is the customers responsibility to ensure all their delivery details are correct when placing their order. The same applies for any orders Royal Mail attempt to deliver and are returned as they have not been collected from the Royal Mail depot. 

If you have any questions regarding any of our products, please don't hesitate to contact us via our contact page. We aim to respond to all queries within 24-48 hours Monday-Friday. You can also email info@carcologne.co.uk

Car Cologne Privacy Policy

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This Privacy Policy describes how your personal information is collected, used, and shared when you visit or make a purchase from www.carcologne.co.uk (the “Site”).

PERSONAL INFORMATION WE COLLECT
When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information”.

We collect Device Information using the following technologies:
- “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.
- “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.
- “Web beacons”, “tags”, and “pixels” are electronic files used to record information about how you browse the Site.

Additionally when you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information (including credit card numbers, email address, and phone number. We refer to this information as “Order Information”.

When we talk about “Personal Information” in this Privacy Policy, we are talking both about Device Information and Order Information.

HOW DO WE USE YOUR PERSONAL INFORMATION?
We use the Order Information that we collect generally to fulfill any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). Additionally, we use this Order Information to:
- Communicate with you;
- Screen our orders for potential risk or fraud; and
- When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.

We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).

Text Marketing Terms and Conditions:

We are using a text messaging platform, which is subject to the following terms and conditions. By opting-in for our text marketing and notifications in, you agree to these terms and conditions.

By entering your phone number in the checkout and initialising a purchase, subscribing via our subscription form or a keyword, you agree that we may send you text notifications (for your order, including abandoned cart reminders) and text marketing offers. You acknowledge that consent is not a condition for any purchase.

Your phone number, name and purchase information will be shared with our SMS platform "SMSBump Inc, an European Union company with office at Sofia, Bulgaria, EU. This data will be used for sending you targeted marketing messages and notifications. Upon sending the text messages, your phone number will be passed to a text messages operator to fulfill their delivery.

If you wish to unsubscribe from receiving text marketing messages and notifications reply with STOP to any mobile message sent from us or use the unsubscribe link we provided you with in any of our messages. You understand and agree that alternative methods of opting out, such as using alternative words or requests will not be accounted as a reasonable means of opting out. Message and data rates may apply.

For any questions please text "HELP" to the number you received the messages from. You can also contact us for more information. If you wish to opt out please follow the procedures above.

SHARING YOUR PERSONAL INFORMATION
We share your Personal Information with third parties to help us use your Personal Information, as described above. For example, we use Shopify to power our online store--you can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy. We also use Google Analytics to help us understand how our customers use the Site -- you can read more about how Google uses your Personal Information here: https://www.google.com/intl/en/policies/privacy/. You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.

Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.

BEHAVIOURAL ADVERTISING
As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.

You can opt out of targeted advertising by using the links below:
- Facebook: https://www.facebook.com/settings/?tab=ads
- Google: https://www.google.com/settings/ads/anonymous
- Bing: https://advertise.bingads.microsoft.com/en-us/resources/policies/personalized-ads

Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal at: http://optout.aboutads.info/.

DO NOT TRACK
Please note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser.

YOUR RIGHTS
If you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below.

Additionally, if you are a European resident we note that we are processing your information in order to fulfill contracts we might have with you (for example if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above. Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States.

DATA RETENTION
When you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information.

CHANGES
We may update this privacy policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons.

MINORS
The Site is not intended for individuals under the age of 18.

CONTACT US
For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e‑mail at info@carcologne.co.uk or by mail using the details provided below:

Car Cologne, Unit 10 Saracen Business Park, Saracen Way, Peterborough, PE1 9WS

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