Your questions answered
You can contact the Membership Helpline on 0800 0234708.
You can contact our Careline Team either via email, telephone 0800 0686 727 or our web form with the following details:
- Your Name/Address/Contact Telephone Number/Email
- Description of the product/Barcode of Product/Date Code/Any additional codes/Details of where you purchased the product/Nature of complaint
You can contact our Careline Team either via email, telephone on 0800 0686 727 or our Web form with the following details:
- Your Name/Address/Contact Telephone Number/Email
- Nature of complaint/Time the incident occurred/Store details/Where possible name of colleagues involved
When a customer is dissatisfied for whatever reason with any of our products and returns it, we would offer a Single Refund or a Replacement Product. You should present some Proof of Purchase that verifies you purchased the product from one of our Stores (it does not have to be the original Store of purchase). Proof of Purchase may include a receipt or own brand product wrapper/container.
Our member-mandated Human Rights and Trade Policy was adopted in 2009 and established the exceptional circumstances under which we will withdraw all trade from a particular state, area or settlement. One such circumstance is where there is a broad international consensus that the status of a settlement is illegal.
There are only two examples of such settlements: the Israeli settlements in the Palestinian Occupied Territories and the Moroccan settlements in Western Sahara. On this basis, our policy has been not to source any produce or own-brand product from these settlements.
In 2012, The Co-op Board determined that, going forward, we will additionally no longer engage with any supplier of produce known to be sourcing from the illegal Israeli settlements. This decision impacted four suppliers. In reaching this decision, the Board was mindful of the additional costs involved in the tracing and auditing of all produce supplied by these businesses. We can state categorically that our position does not constitute a boycott of Israeli businesses. Indeed, we remain firmly committed to sourcing produce from Israel, and we continue to have valued arrangements with Israeli businesses that do not source from the illegal settlements.
To date, our position has not lead to a significant reduction in our overall trade with Israeli business. Recent changes in the board representation of The Co-op Group do not alter the fact that our Human Rights and Trade Policy remains reflective of the legitimate concerns our members have regarding human rights in our supply chain. There has been no change in the international consensus on the status of the illegal Israeli settlements and there are currently no plans to review our policy position to withhold trade from illegal Israeli settlements.
At The Co-op Group, we are acutely aware of all the issues regarding the production of palm oil and can assure you this is something we take very seriously. Firstly, in line with our honest labelling policy, you will find that we label palm oil in the ingredients list of all our own-brand products. This is not a legal requirement and the majority of other retailers will choose to use the generic "vegetable oil" instead.
We feel that by giving our customers all the information regarding the ingredients that go into our own-brand products, customers can then make informed choices about whether they buy these products. The Co-op is committed to the principles of sustainably managed agriculture. Sustainability being defined as agricultural practices which aim to optimise the needs of consumers, society, the environment and the farmer, including his or her community.
In view of this commitment, The Co-op has ensured that all the palm oil in our own-brand products is certified as sustainable under one of the Roundtable for Sustainable Palm Oil (RSPO) certification schemes. Unfortunately we cannot comment on branded products.
REACH (Registration, Evaluation, Authorisation and Restriction of Chemicals) Regulation EC 1907/2006 came into force in 2007, the implementation of this regulation will be phased in over an 11 year period until 2018. The Co-operative Group supports the overall principals and objectives of the regulation to further improve the protection of human health and the environment.
The Co-operative Group will ensure all its obligations under REACH are met including the provision to supply information on the use of any SVHC's (substances of very high concern) within an article as identified by REACH.
The Co-operative Group is also working with its suppliers to ensure they fulfil their obligations under REACH including the possible restriction and substitutions of certain chemicals.
As part of our legal obligations under the Detergents Directive, we are required to publish certain information on the internet regarding ingredients lists and allergen information to highlight any chemicals in our household products. Follow the links below to view this information on detergent information:
- For The Co-op Aerosol Multi-Surface Polish visit www.infoproductonline.co.uk
- For The Co-op Silk and Wool Laundry Liquid and The Co-operative Stain Remover Powder visit www.dpi.uk.net
- For The Co-op Blue Cistern Block visit www.ukproductinfo.com/co-op
- For all The Co-op Household Wipes visit www.product-data.co.uk
- For all other The Co-op products visit www.detergentinfo.com
Single Use Carrier Bag Income
Year Quantity of carrier bags Gross VAT Net 2011/12 2,411,531 (120,577) (19,536) (101,044) 2012/13 5,743,359 (287,168) (46,512) (240,664) 2013/14 5,695,411 (284,771) (46,098) (238,680) 2014/15 5,485,183 (274,233) (44,353) (229,881) 2015/16 5,610,440 (280,517) (45,417) (235,100) 2016/17 6,207,413 (310,348) (50,236) (260,114) TOTAL 31,153,337 (1,557,614) (252,152) (1,305,483)
In Wales, all branches of The Co-op donate the single-use carrier bag charge to Wildlife Trusts Wales so that they can continue their work to protect wildlife for the future.
Working in partnership with the Co-op the Wildlife Trusts Wales deliver projects which are themed around health and wellbeing and encourages people to get more active in their community through volunteering. More recently the funding has focussed on facilitating and promoting its commitments to the Welsh Wildlife Heroes partnership. The Co-op is an active partner and engages its members, customers and colleagues to support the project.
The Co-op age restricts the sales of a number of products. We base these restrictions on the law, official guidance and member concern.
Products Restricted at Age 18
- Alcohol (over 0.5% ABV)
- Food products containing Alcohol (where from the presentation they are marketed as an alcohol product)
- Butane Gas Refills
- Corrosive Chemicals (high strength drain cleaners)
- e-Cigarettes and e-Liquids
- Fireworks & Outdoor Sparklers
- Knives & Products that could cause harm (such as scissors)
- Nicotine Replacement Products (Patches, Gums etc)
- Non-alcoholic Beer, Cider and Wine
- Strong Solvent-based Glues
- Tobacco & Tobacco Accessories
- Certain medicines not recommended for those below 18
Products Restricted at Age 16
- Aerosol Paint
- Certain medicines not recommended for those below 16 (Aspirin, Stimulant Laxatives, Caffeine Supplements)
- High-Caffeine Soft Drinks (energy drinks)
- Liqueur Confectionery
- Lottery Tickets & Scratchcards
- Matches and Lighters
- Party Poppers
- Petrol / Diesel / LPG
Products Restricted at 12
- Christmas Crackers and Indoor Sparklers
- Certain Medicines not recommended for those below 12 (Paracetamol, Ibuprofen, Codeine, antacids, antihistamines, Echinacea, nasal decongestants, strong cough medicines, adult mouth gel )
Products Restricted at 12 / 15 / 16 / 18 (depending on requirement)
- DVDs and Computer Games
Challenge 25 Challenge 25 The Co-op follows the Challenge 25 policy. Under this policy our store colleagues are trained to estimate the age of purchasers of age restricted products. If they believe the purchaser is 25 or older our colleagues will authorise the sale without requiring proof of age; if they believe the purchaser is under 25 they will ask the purchaser to prove that they are old enough to buy the products.
Proxy Purchase Proxy Purchase It is against the law for an adult to buy or attempt to buy certain products from the above list on behalf of someone under the age of 18. Retailers are encouraged to refuse to sell age restricted products if they suspect that purchase is on behalf of an underage individual.
Quantity Restrictions We restrict the quantity of purchases of any products containing Aspirin, Paracetamol and Ibuprofen to a maximum of two in any one transaction.