Coco Career's online boutique is based in London, UK.

you can email us:

info@cococareer.com

myspace.com/coco_career

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Delivery time & lost order information:

Please read all information below before contacting us regarding a possible lost order.

UK Orders: 
Normally sent by 1st class recorded delivery which takes approx 2-3 days for delivery and requires your signature.
Please allow 15 working days (Mon-Sat) before reporting a UK order as missing (Royal Mail Guidelines). Royal Mail say this 15 working day delivery time allows them time to check addresses that may be incorrect or re-package damaged parcels etc. The only delivery service guaranteed quicker would be to pay for a Next Day Delivery. Orders are covered for a maximum of £36 unless Next Day Delivery option has been paid for. 
During periods of Royal Mail Postal Strikes we would need to extend the time for delivery accordingly.

Overseas Orders: 
Normally sent by Airmail which takes approx 1-2 weeks for delivery 
Please allow 40 working days before reporting an overseas order as missing (Royal Mail Guidelines). Royal Mail say this is to allow time for the parcel to clear customs and be delivered by your Countries local postal service. International Insured mail may speed up the delivery. All orders over £30 are sent by Airmail Insured to cover you fully against loss. 
During periods of Royal Mail Postal Strikes we would need to extend the time for delivery accordingly. 

Lost Order Form:
After the allowed delivery time has passed please contact us and give your order number, full name and address. We will then email or post you a Lost Order Form (Royal Mail Rule). You must complete this P91 Form and return it to us within 10 days to confirm non-receipt of the original order - without this completed form we cannot arrange a refund or replacement. Once the form has been received and approved we will either send a replacement order or issue a refund, however we may decide to wait on approval of the loss from Royal Mail before deciding on a course of action e.g. for higher value orders or when a second parcel is lost to the same person/address as that would point to a localised problem in a certain sorting office. Missing orders are rare but when they do happen we have to follow this procedure.

The steps for missing parcels are as follows:
- Wait upto 15 working days for delivery in UK and 40 working days for delivery Overseas for delivery 
- Contact us giving order number, full name and address.
- Complete and return Lost Order Form to us within 10 days.
- Once Royal Mail approve the claim then can we send refund or replacement order.

Royal Mail's P91 Lost Order Form consists of 3 questions:
- Have you received the item?
- When did you notify Coco Career's Boutique it was missing?
- Have you already reported this item as missing to Royal Mail?

Royal Mail can refuse the claim for several reasons such as:
- More than two claims made to the same address over the past 12 months
- Address is incomplete
- Same complaint has been submitted direct from the customer
- Completed Lost Order Form has not been returned from the customer

NOTES:
If you need your items urgently it is advised that you re-order them through Coco Career and when / if Royal Mail accept your P91 Form for loss we can then refund you for your original order.

If you do not return your P91 Form to us within 10 days we will not be able to reimburse you for any lost order and your claim will be rejected.

If Royal Mail refuse your claim then we cannot process a refund or replacement order - we will of course send you all details from Royal Mail as you may be able to appeal their decision or arrange to claim direct from them for the loss. We have no control over Royal Mails decisions.

We have no control over how quickly Royal Mail process these P91 Forms and have been told this can take upto 30 days although in reality is likely to be much quicker. We realise these new rules will be an inconvenience to those who are waiting on an order however we have to comply with Royal Mail Rules before we can issue a refund or replacement. If you have any questions please feel free to contact us

No claim will be dealt with until 15 working days have passed for UK orders and 40 working have passed for Overseas orders. All times are based on posting date not order date.