Contact Information
Please feel free to contact Anne-Louise Maynard at Cosy Tortoises directly by phone, e-mail, in writing or visit our address by appointment only.
Phone line opening times 9:00 am to 5:00 pm, Monday to Friday. If we are busy, we may not be available to answer the phone. Either leave a message on the answer phone or email us. If you do not hear from us within 24 hours please e-mail us again and please check that our response hasn't gone into your spam folder by default.
Please see the Order Houses page for details about how to order Tortoise housing from Cosy Tortoises.
Visit our Shop to buy other Cosy Tortoises products such as Seeds, Calcium and Heating and Light packages.
Contact Form
Terms and Conditions
Shipping and Return Policy
Small items are normally posted within 5 working days unless they are not in stock. You will be notified if item(s) are out of stock.
Delivery of large items/custom orders can vary and are subject to change. You will be notified of your approximate delivery date.
Free collection is available if collecting from our premises. Please contact us to confirm whether the item is in stock first. Visits to our premises are by appointment only.
All of our items are posted with proof of posting or tracking.
For large orders it is your responsibility to ensure that you are available for delivery of your order. Cosy Tortoises will not be held liable for any charges incurred.
Damaged items(s) must be reported to Cosy Tortoises within 24 hours of being delivered. Please report this in writing. Photographic evidence may be required. Cosy Tortoises will then advise you on the correct course of action to take so that damaged item(s) can be replaced promptly.
Our return policy is simple. You may return your item(s) within 7 days from receipt of your order. The item(s) must not be used and remain in their original packaging with instructions if applicable. You will be required to pay both inwards and outwards postage charges to return item(s) to Cosy Tortoises. This excludes custom orders which cannot be returned.
Custom orders are non-refundable unless Cosy Tortoises fail to deliver your order within an agreed period.
Colour upgrades are considered to be Custom Orders and therefore cannot be cancelled unless Cosy Tortoises fail to deliver your order within an agreed period.
Cosy Tortoises cannot guarantee the colour, design or measurements chosen by the customer. By placing a custom order, you have accepted all of our terms and conditions.
Delivery times are approximate. Cosy Tortoises will not be held liable for charges due to delays in the manufacturing of your order.
Refunds and cancellations (excluding custom orders) will be refunded within 14 days. Please send your refund request by recorded delivery to ensure we are aware of your cancellation request.
Cosy Tortoises cannot guarantee that the paint colour chosen will look the same as displayed on the website, due to variation in product colour by the manufacturer and natural variations of the wood. Cosy Tortoises applies at least one coat of preservative wood paint or stain and recommends further coats are applied after delivery according to the paint manufacturer's instructions. At least one further coat of paint is recommended so that any movement of external surfaces in transit are sealed thoroughly to ensure the house is weatherproof.
Some of the electrical items provided by Cosy Tortoises will need to be fitted by a qualified electrician.
Full Assembly Instructions are always provided for any large item requiring partial assembly in their final location. Cosy Tortoises are not liable for assembly costs.
For large orders such as the All-Season Houses, Tortoise Tables and Tortoise Runs, it is your responsibility to take care when handling the products and moving them around. Safety protection and equipment should be used when appropriate.
1 Year Guarantee
Within one year of receiving any of our products if there is a defect in materials or workmanship we will guarantee to repair or replace the product with proof of purchase. Photographic evidence will be required.
Reasonable wear and tear or misuse are not included in the guarantee. Product must also be well maintained.
Every claim will be considered on a case by case basis and may be repaired or replaced.
The guarantee excludes the cost of postage either way. The customer is responsible for the postage costs.
Our guarantee does not cover food, plants, seeds, heat lamp bulbs or UV light tubes.
If you have any questions then please do not hesitate to contact us.
Address
Cosy Tortoises
8 Whitehall Road
Chirnside
Scottish Borders
TD11 3UB
Phone (01890) 818584
Please see the Order Houses page for details about how to order Tortoise housing from Cosy Tortoises.
Visit our Shop to buy other Cosy Tortoises products such as Seeds, Calcium and Heating and Light packages.
If you need advice before ordering, please see our Contact page and consult our Order Houses page which includes our Terms and Conditions.
