PROCESSING TIME

Orders are processed from Monday to Friday.  All orders placed before 3 PM GMT Monday - Friday will be processed on the same day providing all security checks are passed. If further security checks on your order are required, this can take several days or until you provide the requested information. Due to the high volume of orders, processing of orders in busier times i.e festive periods and bank holidays can take up to 2 working days.

UK DELIVERY

We ship with DHL. Royal Mail next day Special Delivery (Saturday Guarantee), and DHL (UK) Express (1 business day)

Working days are Monday-Friday unless you've purchased Saturday Guaranteed delivery. 
Sat delivery is highlighted with yellow stickers being placed on the package ensuring Saturday delivery.

Some businesses won't accept Saturday deliveries, including:

• Banks
• Building societies
• Travel agents
• Jewelers
• Post Office® branches
• We can't guarantee Saturday delivery to Herm, Sark, and Alderney

If delivery is attempted whilst no one is at your specified shipping address, your shipping provider will leave a notice card that will advise you to collect your package at your local depot.

Please be advised that it may take an additional day to process your order from our warehouse if they arrive late.

PUBLIC BANK HOLIDAYS

There will be no Royal Mail deliveries over the public bank holidays. Special delivery Saturday guaranteed over the Easter period must be ordered by 3 pm Thursday to be delivered on a Saturday Easter weekend.

TAXES & DUTIES

United Kingdom

Orders delivered within the U.K. include U.K. VAT where applicable. No additional duties are payable on delivery.

United States

For customers shipping to the United States, import taxes and duties are included in your order total at checkout. You will not be charged any additional duties or taxes upon delivery.

If an order is refused or cannot be delivered due to an incorrect address or failure to clear customs, the cost of the original shipping, any non-refundable duties/taxes, and the return shipping fee will be deducted from your refund once the shipment is returned to our warehouse.

All Other International Destinations

Customers outside the U.K. and U.S. are subject to the taxes and duties of the destination country, payable on arrival. Regulations differ by country, and we cannot cover these additional costs. Please check with your local customs authority for an accurate calculation before ordering.

If the customer refuses the package or the parcel cannot be delivered, they are responsible for the original shipping charges, any import fees that may have been incurred on the package, as well as the cost of returning the order parcel to our warehouse. This amount will be deducted from your order refund once the shipment has been received at the warehouse.

HELPFUL TIPS

We would hate for you not to receive an order. Therefore, please make sure that the shipping address is correct as once the order is on its way, we are unable to make changes.

Our delivery time starts the moment the order is processed. Process to shipping may take 24 hours depending on the time you placed the order.

All orders are sent out tracked and a signature is required. If you are not going to be home to receive your coucoo package, we recommend using your work address as your delivery address.

DHL EXPRESS (UK)

DHL express work Monday to Friday only (excluding public bank holidays)
Orders must be processed by 3pm to be sent the same day.
DHL will not deliver to APO's or PO Box addresses.

IMPORTANT INFORMATION

Delivery times can vary due to customs clearance which we have no liability or control over. Customers are advised to monitor their order tracking information and must notify us within 14 days from dispatch if there are any problems with the delivery. Any delivery problems or loss reported after the 14 days can no longer be investigated or compensated.

We cannot be held responsible for parcels that are lost or damaged in transit as a result of authorising the courier service to leave your parcel unattended should nobody be at the delivery address to sign for it.

The delivery times are only estimates and unfortunately cannot be guaranteed. Please note that shipping times may be slightly longer during our sale period due to high demand.

PRE ORDERS

Payment is taken in full at checkout when the pre-order is placed. By placing a pre-order, you agree to pay in advance before the item is shipped.

You will receive an email once your order has been shipped. We cannot guarantee delivery times, as they may vary due to production or shipping delays outside our control. If you need to change your shipping address, you must contact us before dispatch.

If your order contains both in-stock and pre-order items, the order will be shipped when all items are available. For faster delivery of in-stock items, please place a separate order.

You may cancel your pre-order for a full refund, provided the item has not been dispatched. Once your pre-order has been dispatched, our standard returns policy applies, which can be found here.

CHRISTMAS AND NEW YEAR PERIOD: