To receive your order in time for Christmas please order in plenty of time and see the below cut off dates. These dates are recommended by Royal Mail. Please note that we cannot be held responsible for any delays caused by Royal Mail.
- UK Standard - 15th December 00:00 GMT
- UK Express - 19th December 14:00 GMT
- All International - 10th December 00:00 GMT
Custom made items (Personalised Phone Cases)
*Please note Express Delivery is not available on personalised items
- UK Standard - Tuesday 12th December
- USA/Canada - Monday 4th December
- Europe/ROW - Thursday 30th November
- 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 2pm and is only valid Monday-Friday).
If you choose standard delivery, orders will be dispatched within 2-3 working days (please note during extremely busy periods this could exceed this time frame). The delivery time frame starts from the day your order is dispatched.
Please note: Express Delivery is not available for Personalised Cases, Personalised Sweatshirts and ID Tags. If you are ordering other items, these will be dispatched immediately and the Personalised Case/Sweatshirt or ID Tag will follow.
- EUROPEAN DELIVERY (3-5 working days): £6.95
- INTERNATIONAL DELIVERY (5-15 working days): £6.95
- USA TRACKED DELIVERY (4-8 working days): $4.95 (free when you spend over £40)
Please note: we cannot be held responsible for any additional fees incurred at customs for international deliveries.
If you're based in the UAE and have a shipping forwarder in the UK, it is recommended to use your shipping forwarder for speedier delivery. All our orders are dispatched with Royal Mail service.
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 dispatch date, or outside the UK and have not received your order within 20 days of the dispatch date 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.
This period is extended to 75 days for Christmas orders.
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 or exchanged. Refunds and exchanges 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.**
Please note: PERSONALISED CASES, PERSONALISED SWEATSHIRTS AND ID TAGS ARE NON REFUNDABLE/EXCHANGABLE.
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 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.