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Terms and Conditions
Coco Career's Online Boutique is located in London.
You can contact us by sending an email to
info@cococareer.com
What methods of payment do you accept?
We accept credit or debit cards - Visa, Master Card, Maestro, Delta, Solo or Electron. We also accept payment via Paypal, postal orders, cheques and bank transfers.
What currency do you use?
We are based in the UK and therefore all our prices are in Pounds Sterling. If you wish to view the prices in a different currency please select a different currency in the currency converter on the right bottom of the shop site.
Do I need to register before ordering?
Yes. We will ask you to register with us before you place an order but only so that we know who you are and where to ship your order to. This information will be stored securely. It also means that you won’t need to enter it all again if you make any future orders with us. We will never pass this information onto anyone else so please rest assured that your details are safe with us.
Is it safe to order online?
We utilise industry standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our website cannot be read in the event someone else intercepts it. This technology includes the following features:
Authentication – this assures your browser that your data is being sent to the correct computer server, and that the server is secure.
Encryption – this encodes the data, so that it cannot be read by anyone other than the secure server.
Data Integrity – this checks the data being transferred to ensure it has not been altered.
Can I change my order?
If we haven’t yet shipped the order then it may be possible to amend it. To change your order please e-mail us with your order number and details of the amendment(s) you require. We will reply to your e-mail to confirm if the amendment has been possible. Unfortunately, if your order has been shipped it won’t be possible to amend it.
Can I cancel my order?
Under the United Kingdom’s Distance Selling Regulations you have the right to cancel your order and obtain a full refund. Please note some items are non returnable for hygiene reasons (such as earrings, make up and hosiery) or for practical reasons (e.g.. magazines). These items are clearly indicated in the product descriptions on the website.
All order cancellations must be sent to us via e-mail quoting your name, order number and full address. If however your order has been dispatched you will need to return the order to us. See refund policy.
Refund policy:
In case you would like to exchange or refund your purchase, email us and you are welcome to return it at your own postage cost within 7 days of receiving your item.
We strongly recommend that you get proof of posting for the returned item, as we can not be held responsible for items that go missing in the post. When the item is returned to us in the condition in which it left (any tags, labels etc must still be present) we will refund your payment in the way it was sent.
Postage and your orders:
Prices include taxes, but not postage costs. Postage is calculated on a weight basis and you have the option to choose different delivery methods. We process and post your order within 2 to 5 working days unless you choose a special delivery method.
We do our best to post as soon as possible but sometimes colours and sizes are subject to availability and it can take up to two weeks to post the item. If this should be the case we will email you as soon as possible. If you have any special orders for a size we do not stock please get in touch with us. We can give you the option to pre-order. It may take between 1 to 3 weeks to get your order made.
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.
Why didn’t I receive my order confirmation e-mail?
Order confirmation e-mails can be mistakenly blocked as spam by some e-mail service providers. Or this may be because when you registered with us you used an alternative or misspelt e-mail address.
Why has my payment been refused?
Please ensure you have entered all of your details exactly as they appear on your card. One small typing mistake may be the cause of your problem. You also need to make sure that your billing address (where your statements are sent) is correct as this will be used to validate your details. If however you are sure your details are correct but you are still having troubles, please e-mail us and we will look straight into this for you.
When will my card be charged?
When you reach our final checkout screen and your order is submitted, we will immediately contact your bank/card issuer for authorisation to take payment from your account. If the payment is authorised by your bank/card issuer, you will receive an e-mail within a few minutes confirming your order, and payment will be taken shortly afterwards. If for any reason we have a query with your order, we will get in touch as soon as possible to explain the problem. If we are unable to resolve the query for any reason and cannot dispatch your order, a full refund will be issued back to your card.
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