TERMS & CONDITIONS
TERMS AND CONDITIONS
Please read, understand and accept our Terms and Conditions before you make a purchase. Once Purchase is made and the order confirmed you will enroll in a binding contract with us. Our terms and conditions may change without notice to you. Changes will apply to any subsequent orders received. Once your order has been confirmed, we will not be able to make any changes.
We carefully endeavor that the descriptions and specifications of our goods are correct when they are posted on our website. However, while the colour reproduction of the goods on our website is a close representation, we cannot accept any responsibility for any variation in colour caused by browser software or the computer system used by you.
All orders made are subject to availability. We will try our best to keep all stock levels at the same level to what is publicised on the site, but we are not held responsible if an ordered item is no longer available. We will email you confirmation of this rejected order, and always offer an alternate option. We will do our upmost to always help with any orders we can not fulfill.
All payments made on COCO BOO LOVES are received securely via PAYPAL, STRIPE, KLARNA and CLEARPAY. All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to, or does not for any reason authorise payment, then you will be notified of this immediately at the time of order.
All prices quoted on this website are in pounds sterling (unless you request to convert the currency), exclude delivery charges and are inclusive of UK sales tax (VAT) at the current rate. If custom or import duties are levied once the good reaches your destination country, you will be responsible for those charges or duties as we have no control over these charges and we cannot predict them.
We do not take responsibility if your credit/debit card is used fraudulently as a direct result of being used to buy from our website. Cocobooloves.com operates a fraud analysis check on every payment made. The three categories are low, medium and high fraud. If your transaction falls into the medium or high category you may be asked by one our team to provide evidence of your address, card details or any other information required. If the requested information is provided and our team are satisfied that the transaction can be allowed, your order will be shipped out as normal. We allow up to a week for the required information to be provided. If we do not receive a response within this timescale, the funds paid will be refunded back to the card used.
When can a transaction be categorised as medium or low fraud? Here are a few examples:
Billing street address doesn't match credit card's registered address
Billing address ZIP or postal code doesn't match credit card's registered address
The IP address used to place the order is a high risk internet connection (web proxy)
Shipping address is many miles from location of IP address
The analysis carried out by the website is there to protect you as much as it's there to protect us. We will only ask what is required to validate the transaction and this information will not be used for any other purpose or passed on to any third party.
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. Upon receipt of all returns we send out confirmation emails. This email explains our refund procedure.
REFUNDS can take up to 14 WORKING DAYS from the day the confirmation email is sent. This is dependant on banking providers terms and how long they take to process transactions. It is also dependant on the processing times 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 they are of unsatisfactory quality or unfit for purpose.
Please read and obey the washing/care instructions of your purchased item. We will not be held liable if these are not followed. Will not issue a refund on goods if they are not followed.
If orders are returned after the 28 day allocated return time, it will be at the discretion of the returns team to accept this return. If this return is accepted the refund will be offered by way of exchange or store credit. The credit will be valid for 1 year from the date it is issued and will expire after that time. Once this has expired unfortunately this can not then be redeemed.
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 large amount of orders are being placed resulting in a large 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.
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, washing errors, 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 the item is returned without tags we will offer a repair on this item.
If an item is deemed to be faulty upon it being delivered we will require photographs immediately 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. Although we do require images of the faults, no final decision of fault will be processed until the item is inspected in person by our returns team.
Please contact us via email email@example.com to make us aware of this issue prior to return. We will contact you in writing to confirm the next actionable steps within 2 working days.
Your UK statutory rights are not affected by our returns policy.
NEWSLETTER SIGN UP DISCOUNT
We offer a 10% discount when a customer signs up to our newsletter, this is a one time incentive for first time customers, and can only be used in conjunction with the first purchase. If we notice this discount is being misused in any way, creating more email addresses in order to retrieve the discount multiple time for example, we reserve the right to withdraw this offer and this may result in an account being suspended and unable to order from our site.
Coco Boo is committed to maintaining your privacy. Personal details are stored securely and will not be passed on to any third parties without warning.
If an item is deemed to be stolen or unpaid this will be reported as a crime and will be investigated accordingly. This will result in your details being passed on to the police. By purchasing from our website you agree to accept these terms.
While we have taken all reasonable steps to ensure an efficient service, it does not guarantee that the use of this website will be interruption or error free and will not be responsible for any disruption, loss of or corruption of any material in transit, or loss of or corruption of material or data when downloaded onto your computer.
We obtain the right to terminate or suspend the website and the service it offers at anytime and without notice.
These Terms and Conditions supersede any oral agreement made between us or representation of us.
If any of these Terms and Conditions is held to be unenforceable then the remaining Terms and Conditions shall continue to be enforceable in full.