Manage your order
Katie opens with the question already asked. She’ll ask for order details only when she needs them.
Promos and free gifts
Straight answers on codes, free gifts and what stacks with what.
Explore help articles
Written by the team that answers your calls.
Returns & Refunds
How to start a return and get refunded.
View article →Restocking & Return Shipping Fees
Restocking fees and return shipping costs.
View article →Exchanges & Free Gifts
How exchanges work and what happens to a gift.
View article →Lost, Damaged & Incorrect Orders
Reporting a damaged, missing or wrong item.
View article →Cancelling an Order
When an order can still be cancelled.
View article →Pricing Errors & Disputes
How pricing mistakes and payment disputes are handled.
View article →Cleaning & Everyday Care
Vacuuming, spills and routine hide care.
View article →Flattening Wrinkles & Curled Edges
How to settle a new hide flat.
View article →Pets, Placement & Rug Pads
Living with a hide around pets and furniture.
View article →What You See Is What You Get
Why the listing photo is your exact cowhide, and why a sheepskin works differently.
View article →Sizes, Thickness & Weight
How hides are measured, sized and weighed.
View article →Quality, Tanning & Ethical Sourcing
Where our hides come from and how they are tanned.
View article →Colours, Markings & Clearance
What drives the price difference between hides, and why the Natural Collection is our clearance section.
View article →Wholesale & Trade Pricing
Trade accounts for designers, stagers and retailers.
View article →Cowhide Pillows and Inserts
Pillow sizes, what the price covers, and picking the right insert.
View article →What We Don't Offer
Cutting, repairs and full-size rug pads, and what to do instead in each case.
View article →Furniture Orders & Changes
What you can change on a furniture order.
View article →Furniture Delivery, Damage & Warranty
Furniture lead times, delivery, damage and warranty.
View article →Payment Methods & Financing
Accepted payment methods, financing and gift cards.
View article →Sales Tax, Codes & Declined Cards
Tax, discount codes and declined card problems.
View article →Delivery Times & Carriers
Shipping timelines, carriers and faster options.
View article →Shipping Costs & International Orders
Shipping rates, free shipping and international duties.
View article →Shop Pay Explained
What Shop Pay is, why it is not us, how to check out without it, and the address override that catches people out.
View article →Protection Plans
The 5-year stain plan and shipping protection: what each covers, what they cost, and the timing that decides whether you can still add one.
View article →Still stuck? Katie’s got it.
Ask in plain English, any time of day. If something needs a human, she hands it to our team with your conversation and order attached — you’ll hear back by email within one business day.