COCO BOO LOVES RETURNS
During these uncertain times all of us at Coco HQ wanted to send all of you the biggest of virtual hugs. We have all been affected in so many different ways, and as we try to adapt to this new way of life, we want you to know that all measures are in place to adhere to government guidelines. Your safety is of upmost importance to us. Our small family run business is currently working around the clock to bring you all the cutest styles. Everything with regards to our online Boo is running as it should be. We are currently a much smaller team (so please bare with us), however all orders will be sent out as normal and delivery times are also running as normal. Our community of super cool dolls will remain and we will do our best to keep you all smiling.
You guys are everything to us and we do what we do for you. We will continue to bring the love and kindness, and together we will get through this. We're better together and WE GOT YOU BOO. Stay Safe beautiful babes, all our love, the Coco Dolls 💕 x
WE GOT YOU BOO
To make the returns process that little bit easier we have extended our policy to 28 days from the day of receipt. More details on the returns process are available on our FAQ page.
*PLEASE NOTE THIS POLICY RELATES TO OUR ONLINE PURCHASES ONLY. OUR IN-STORE POLICY IS DIFFERENT AND TERMS AND CONDITIONS FOR THOSE PURCHASES CAN BE FOUND ON THE IN-STORE RECEIPTS PROVIDED WHEN PURCHASING AN ITEM.
RETURNING ONLINE ORDERS:
Coco Boo Loves accepts returns and exchanges of unwanted items within 28 days of the order being delivered, either to the shipping address you've provided or delivery office/collection point. In the event that you're not at the shipping address to sign for your parcel at the time it's delivered, the 28 day policy will start from that date regardless of how many days/weeks you leave it before picking it up from the delivery office/collection point. Unfortunately we cannot be held liable for delays in collecting parcels. Merchandise must be returned in the original condition (unworn, unwashed, unaltered) and with tags attached. Unfortunately at present we do not offer pre-paid returns.
Please post securely dolls as we can't be held liable for returns that go missing in transit. :)
Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way and you use a secure service 💓
As the parcel remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your return.
Please send all unwanted orders back to our Coco HQ:
COCO BOO HALIFAX LTD, 19 WESTGATE ARCADE, HALIFAX, HX1 1DJ
Girlies, please don't forget to include your returns form (filled in accordingly) with the parcel. If the returns form and/or order details are not included this will delay the returns process and we cannot guarantee that we will be able to process the return within the allocated time mentioned.
ONCE WE HAVE RECEIVED YOUR PACKAGE, YOUR REFUND/EXCHANGE WILL BE PROCESSED WITHIN 14 WORKING DAYS OF RECEIPT. You will receive a confirmation email detailing the refunds process.
REFUNDS can take up to 14 WORKING DAYS from the day the confirmation email is sent. This is dependant on banking providers terms, how long they take to process transactions and the processing times at our end as our team works through each return individually. We say working days as the bank and HQ works within working days only and not weekends/bank holidays. Rest assured we always aim to process refunds within the allocated time provided so please allow up to this time.
In the interests of hygiene we do not accept returns on pierced jewellery, underwear or swimwear if the hygiene seal has been removed, unless of course they are of unsatisfactory quality or unfit for purpose. We can not accept returns when washing errors occur. We can not be held liable for washing errors and aim to include relevant washing instructions for all garments.
We reserve the right to refuse any returns if we determine that the merchandise does not qualify for a return.
Customers are entitled to a full refund up to 30 days after receiving the goods if they turn out to be faulty. Any item(s) where a fault has been caused due to customers negligence, such as, but not limited to, pulls from wear or not following the care instructions, we will not be held responsible. Loose buttons or buttons falling off does not constitute a fault. A repair where a repair is possible will also always be offered. Only manufacturing faults will be considered.
If an item is deemed to be faulty upon it being delivered, we require photographs to be provided upon delivery of the faulty item showing the fault. These images can be sent to our email address firstname.lastname@example.org and one of our team will respond within 48 hours. If, upon inspection of the images, the item is deemed to be faulty, we will happily cover the return postage costs, this will be anything up to the value of £2.95.
Please contact us via email email@example.com to make us aware of this issue prior to return or give us a call on 01422 329666. Please have your order number to hand when contacting us.
We will contact you in writing to confirm the next actionable steps within 2 working days.
PLEASE NOTE: If garments are returned back to us in a manner in which we are not able to re-sell we can not accept this return. Please take care when trying garments on to ensure no make up/ tan marks occur, also please ensure to keep the garment in an environment that doesn't create an odour on the garment. If we deem an item has to be washed when receiving it this makes the item unable to be re-sold, due to this reason the garment will be returned back to the customer. Thank you for understanding.
At times our system will flag up account activity in relation to excessive returns.
It may notice an unusual pattern of returns activity. It may be the case that a huge amount of orders are being placed resulting in a huge amount of returns in a short period of time. If the system notices over an 80% return rate on these orders then it may lead us to question the account use. Of course we would always contact you before to discuss this matter, prior to any account being suspended. Please be assured that this is in relation to account activity only.
We reserve the right to question any account we believe to be misused.
RETURNS IN STORE
Online orders can be returned in store, however the order will be passed to our online returns team and your refund will be processed in the same manner/timeframe as above. Online Refunds will not be processed in store. Online exchanges can however be made in store. For more information on this feel free to give us a shout via email or phone.
Exchanges are super easy. Just request what you would like on your returns form and as soon as our girls receive it they will be in touch. We will aim to get this exchanged for you as soon as possible so please allow 2/3 days before this is processed.
Any returned orders that have been purchased using an online voucher or gift card will be refunded back on to the Voucher/Gift card. If part voucher orders are made, the voucher will always be refunded first. We cannot refund vouchers for the monetary value. Any orders placed where a voucher is used in full will always be refunded straight back to the voucher in full and the remaining amount refunded as normal as per our terms and conditions. Vouchers/Gift cards are valid for 6 months and cannot be extended beyond this date. After the expiry date they will be deactivated and can not be retrieved.
If you would like to speak to one of our coco girls regarding any return/exchange, please just give us a shout babes. You can either:
EMAIL: firstname.lastname@example.org PHONE: 01422 329666