Customer support
Contact us
If your question is about where an order has got to and you already have a tracking number, try the track your parcel page first. Tracking numbers are issued once the parcel has actually been shipped, which is usually 24 to 48 hours after ordering, so there is nothing to look up before then.
Our shipping page covers delivery cost, timing and customs, and the refunds and returns page covers cancellations, returns and faults.
The 30 questions at the foot of every product page answer most of what people ask about the moulds themselves: sizes, materials, how much concrete a pour takes and how to colour it. If none of that answers your question, write to us and a real person will reply.
Include the product name or the order number. Never send card details or payment credentials by email or through this form.
Email
theteam@concretemould.co.uk
International call centre
+66 98 391 3877
UK administration office
8 Devonshire Square, London EC2M 4PL, United Kingdom
Registered address
Suite 25, 47 Moo 1, T. Nawoong, Meaung, Phetchaburi 76000, Thailand
Got questions?
Frequently Asked Questions
Is my personal information secure?
Yes, we use industry-standard encryption and secure payment gateways to protect your information.
How can I contact customer support?
You can reach us via email at theteam@concretemould.co.uk or through our AI chat.
Do I need an account to place an order?
No, you can checkout as a guest. However, creating an account allows for faster checkout and order tracking.
When will I receive my refund?
Refunds are processed within 24-48 hours after the returned item is received and inspected.
How do I start a return?
Start a return from our refunds and returns page at https://concretemould.co.uk/refunds-and-returns/ or email us and we will set it up for you.
What is your return policy?
We offer a 15-day return window on most items. Products must be unused and in original packaging.
How can I track my order?
Once your order ships, you’ll receive a confirmation email with a tracking link.
Can I modify or cancel my order after it's placed?
Orders can only be modified or canceled within 1 hour of placement. Please contact our support team as soon as possible.
How do I place an order?
Simply browse our products, add items to your cart, and proceed to checkout. Follow the prompts to enter shipping details and payment information.
I HAVEN'T RECEIVED MY ORDER YET! IS IT LOST?
If you have any concerns with your order, please contact our support team by email and they will be glad to assist you. Most emails are answered within 1 business day. Support Team: theteam@concretemould.co.uk
HOW DO I KNOW IF MY ORDER HAS BEEN SHIPPED?
Once your order is shipped, it will be marked as complete in our database and you will receive a confirmation email with a tracking number.
DO YOU HAVE A SHOP LOCATION?
We are a “online supplier”, with no physical shop or premises. In this way, we are able to pass our considerable savings directly to you.
DO I GET A RECEIPT FOR MY ORDER?
You will be sent a receipt for your order by email after payment is made. You will also receive a confirmation email with a tracking number once your item has been shipped.
WHAT ARE YOUR DELIVERY OPTIONS AND HOW LONG WILL IT TAKE?
UK: Free delivery, 5-7 days Other countries: Free delivery, 7-10 days OUR DELIVERY PARTNERS
WHAT CURRENCY ARE THE PRICES DISPLAYED IN?
All of our prices are displayed in £GBP - British Pounds
WHICH PAYMENT METHODS ARE ACCEPTED?
We currently only accept credit card payments, PayPal & Crypto currency. More payment methods will be added in the future.