Customer Service
Here’s how we strive to provide amazing customer service
When you contact us, you’ll receive a response within 24 hours from either myself (Jo), or Adam. It’s just us here so although we strive to reply as soon as possible, it may take the full 24 hours if we’re out of the office.
How to Contact Us:
Use the form on our contact us page
Or Email us at countrycowdesigns@gmail.com
Or Whatsapp message us on 07518 142548 (use +44 instead of 0 if you’re outside the UK)
Who will help?
It’s only myself (Jo) and Adam working at Country Cow Designs so you’ll receive a response from one of us, no-one else.
What can you contact us about?
Here are just some of the many reasons you can contact us. Don’t be shy, we’re happy to hear from you for many other reasons too!
- Struggling with one of our sewing patterns or don’t understand a particular part
- Can’t locate the video tutorial for your pattern
- Need help downloading your pattern
- Can’t get the pattern to print correctly
- The confirmation email didn’t arrive
- Your physical order hasn’t arrived when expected
- You think there’s something missing from your order
- You forgot to use a discount code
- You want to send us a photo of your finished bag (we love to see these!)
If your digital sewing pattern hasn’t arrived
Please check your junk folder first. The download links mean our emails often get filtered to your junk folder. You’re looking for an “order confirmation” email. In the email, there is a download column. Click the link in the download column to download the pattern you need.
If your email didn’t arrive, please contact us at countrycowdesigns@gmail.com and we’ll re-send it. In the meantime, there are other ways to download your pattern. You can download from the order confirmation page on the website immediately after purchase. Or if you were logged into your account when you made the purchase, you can download the pattern from your account.
If your physical order is lost in the post, we will resend your order for FREE! (terms & conditions below)
UK parcels are classed as lost 10 working days after we send them. International parcels are classed as lost 32 working days after we send them. If your parcel hasn’t arrived within these times, email us at countrycowdesigns@gmail.com to let us know. Please include in the email your correct postal address so we can check it against the address on your order. If the address on your order is incorrect, we won’t resend your order for free. Instead we’ll wait a few weeks for the parcel to be returned to us by the courier, at which point we’ll need you to pay another fee for postage so we can re-send it to you.
If the address on your order was correct, we’ll check with the courier if the item has been marked as delivered on their end. If so, we’ll need you to check any safe places where the postie might have left your parcel.
If the courier confirms that the parcel is missing or lost after 10 working days, we know this isn’t your fault, so we’ll re-send your entire order for free (if any items are out of stock, we’ll offer you alternatives or a refund).
If there’s something wrong/missing from your physical order
Please contact us. If we’ve sent you the wrong item, we will rectify it immediately. In fact, if you received the wrong item from us, we’ll let you keep it at no cost as well as sending you the correct item. Before we can do this, please email us at countrycowdesigns@gmail.com with a photo of the incorrect item you’ve received.
If you believe an item is missing entirely, please check the packaging thoroughly. We also recommend you unpack your items. We like to do our bit to help the planet and that means reducing packaging and space. To achieve this, we often roll items within each other. For example, if you’ve ordered 2 x 1 metre cuts of zip tape and 1 metre of webbing, we’ll roll them together in one bag. Once all of your order is completely unpacked and you’re certain an item is missing, please email us at countrycowdesigns@gmail.com.
Got another problem?
Get in touch! We’ll be happy to help you out.
Are you happy with our customer service?
Please leave a review for us on our Trustpilot or Google pages. As a small business, reviews help us immensely. Thanks for all your support.
If you have any ideas for improvement, please let us know by email at countrycowdesigns@gmail.com. We’re always happy to receive constructive feedback.