USA Shipping:
- FREE tracked USA Shipping (4-8 working days) on all orders over $50
- Tracked USA Shipping (4-8 working days) - $5.95
All US orders are sent using Royal Mail and then transferred to USPS upon entering the US.
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 sorting 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?
You will be sent a tracking number once your order has been dispatched. You will then be able to track your order via Royal Mail and then USPS when it arrives in the USA.
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 hello@cocopuplondon.com.
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.
Cocopup Returns
Unit 7, Nimrod,
De Havilland Way
Witney
OX29 0YG
England
UK
**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 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.
