FAQs
Q1. How can I track my order status?
If you placed your order using a registered account:
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Sign in to My Account on projectcogroup.com.
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Go to My Orders.
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Select your order to view its current status and available tracking information.
If you placed your order as a guest, you may be able to use the Order Status / Order Tracking function on our Website.
You will normally need:
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your Order Number; and
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the Email Address used when placing the order.
Once your order has been dispatched, tracking information may also be sent to you by email where tracking is available.
If you are unable to locate your order information, please contact us at:
When contacting us, please include your full name, email address and order number where available.
Q2. Can I order multiple products and return the ones I do not want?
Please choose your products carefully before placing your order.
Purchasing multiple products solely for the purpose of choosing one and returning the others is not treated as a special or additional return entitlement offered by PROJECT CO GROUP LTD.
However, this does not affect any statutory cancellation or consumer rights that may apply to your purchase.
For standard products purchased online, you may have a legal right to cancel your purchase within the applicable cancellation period.
Different rules may apply to products that are:
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personalised;
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custom-made;
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manufactured according to your specifications.
Please review our Returns & Refund Policy before placing your order for complete information regarding cancellations and returns.
Q3. What products are eligible for a refund or return?
Your eligibility for a return or refund depends on the circumstances and the type of product purchased.
You may have rights where a product is:
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damaged;
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defective;
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faulty;
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incorrectly supplied;
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not as described;
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otherwise not compliant with your statutory consumer rights.
Consumers purchasing eligible products online may also have a statutory right to cancel their purchase within the applicable cancellation period, even where the product is not faulty.
However, exceptions may apply, including for certain:
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personalised products;
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custom-made products;
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products manufactured specifically according to your requirements.
If you believe you are entitled to a return, replacement or refund, please contact:
Please include your order number and details of the issue. Where relevant, we may ask you to provide photographs to help us investigate.
Please see our Returns & Refund Policy for full details.
Q4. Can I add or remove items from my order?
If you would like to purchase additional products after placing an order, the easiest option is normally to place a new order through our Website.
After placing the new order, contact us as soon as possible at:
Please provide both order numbers.
Where possible, we may be able to combine orders before dispatch. However, we cannot guarantee that orders can be combined once processing or production has started.
If you would like to remove an item from an existing order, please contact us as soon as possible.
For personalised or custom-made products, changes may no longer be possible once production has started.
Q5. How do I pay for an unpaid order?
To complete payment for an unpaid order:
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Sign in to My Account.
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Select My Orders.
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Find the unpaid order.
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Select Proceed to Pay or the available payment option.
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Complete the payment through the Checkout page.
If the payment option is no longer available or you experience an error, please contact:
You can also review our Payment Policy for additional information about payment methods and unsuccessful transactions.
Q6. Can I cancel my order?
Yes, depending on the status and type of your order.
Unpaid Orders
An unpaid order may be automatically cancelled if payment is not completed within 24 hours.
If this happens, you can simply place a new order through our Website.
Paid Orders
If your order has been paid but has not yet been dispatched or entered production, please contact us as quickly as possible:
We recommend contacting us within 24 hours of placing your order if you would like us to stop processing it.
We will make reasonable efforts to cancel the order before dispatch or production begins.
Orders Already Dispatched
If your order has already been dispatched, we may not be able to stop or cancel the shipment.
Please wait for the parcel to arrive and then follow the applicable return procedure.
Please do not refuse delivery unless we specifically instruct you to do so, as refused or unclaimed parcels may be returned, delayed or otherwise handled by the courier.
Custom and Personalised Orders
If your product is personalised or made specifically according to your requirements, cancellation may not be possible once production has started.
Personalised or custom-made products may also be excluded from the standard statutory cancellation right where permitted by applicable law.
This does not affect your statutory rights if the product is faulty, damaged, incorrectly supplied or not as agreed.
Please see our Returns & Refund Policy for further information.
Q7. I placed an order but did not receive a confirmation email. What should I do?
If you placed an order but did not receive an order confirmation email, don’t worry. There are several things you can check.
1. Check your spam or junk folder
Order confirmation emails can occasionally be filtered into your spam, junk or promotions folder.
2. Check the email address used for your order
Make sure you are checking the same email account that you entered during checkout.
3. Check My Orders
If you placed your order while logged into your account:
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Sign in to My Account.
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Go to My Orders.
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Check whether the order appears in your account and review its status.
4. Check your payment
Check your bank account, card statement, PayPal account or other payment method to see whether a payment to PROJECT CO GROUP LTD has been authorised or completed.
Please note that a pending bank transaction does not always mean that an order has been successfully confirmed.
5. Contact us
If you still cannot find confirmation of your order, contact us at:
Please provide:
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your full name;
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email address used at checkout;
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telephone number;
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delivery address;
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approximate order date;
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amount paid, if applicable.
This information will help us locate your order as quickly as possible.
NEED MORE HELP?
If you have any other questions regarding your order, payment, delivery, returns or products, please contact:
PROJECT CO GROUP LTD
Company Number: 17421408
Website: projectcogroup.com
Email: contact@projectcogroup.com
Telephone: +44 7902 060679