Delivery & Returns
Unfortunately there are still some delays for international deliveries following on from the Royal Mail cyber attack in January. Royal Mail have informed us that this is due to the alternative despatch processes, systems and solutions to allow them to export parcels without using the system affected by the cyber incident.
Please note that the tracking on your order may not get regular updates, as deliveries cannot be scanned at regular intervals due to the new export processes and systems currently being used by Royal Mail.
For more information please see the link below:
- UK STANDARD (2-4 working days): £2.95 (free when you spend over £40)
- UK TRACKED EXPRESS (24-48 hours): £4.95 (order must be placed by 3pm and is only valid Monday-Friday).
- EUROPEAN DELIVERY (3-5 working days): £6.95
- INTERNATIONAL DELIVERY (5-15 working days): £6.95
- USA TRACKED DELIVERY (4-8 working days): FREE
Please note: we cannot be held responsible for any additional fees incurred at customs for international deliveries.
What happens if I am not home when they deliver?
You should receive a card through your door if no-one is at home to collect your parcel. It will then be sent to your local Post Office.
Will I have to pay additional fees at Customs?
For international orders custom charges occur sometimes occur when an item arrives in its destination country. This is dependent upon the customs threshold for each country. Please check with your local authority for more information on this.
Can I get a tracking number?
If you have opted for Tracked Delivery then you will be sent a tracking number once your order has been dispatched.
What should I do if my order has not arrived?
If you are in the UK and have not received your order within 6 working days of the date on which you ordered, or outside the UK and have not received your order within 20 days of the date on which you ordered then please drop us an email on firstname.lastname@example.org.
We cannot be held responsible if the address you have given is incorrect. It is the responsibility of the customer to give a complete and accurate address to ensure correct delivery of the parcel is made.
Please note that if the Royal Mail tracking number shows that your parcel has been delivered, you will need to contact Royal Mail to get a reference number before we can look into organising a replacement.
If your order has been delivered with photographic evidence on the tracking and you're unable to locate your order, we cannot be responsible for stolen parcels. Please contact Royal Mail with enquiries to missing orders.
How can I return my item?
We're so sorry to hear that you are not happy with your Cocopup products. We want you to be 100% satisfied - if you would like to return an item you can do so within 30 days of the delivery date.
To return your order please send it to the following address and make sure you include a slip with your order number inside.
**Only products returned in perfect condition, free from pet hair and in their original packaging will be refunded. Refunds will be processed within 5 working days from when we have received your products. It can take up to 10 working days for the refund to show in your bank account.
You will be required to pay return postage for an item unless it arrives damaged or faulty in which case we will require photographic evidence.
Original postage costs will not be refunded unless an item is damaged/faulty. If you spent over £40 and qualified for free UK delivery, we will deduct £2.95 when the whole order is returned. This is to cover our initial delivery fee and the processing of the return.
If you choose to return your item using normal untracked delivery then please ensure you get proof of postage otherwise we cannot be held responsible if the item goes missing on its return.