delivery & returns

Sit back, chill and shop with Cocoboat

Just browse our store, and add any items that you wish to buy by simply clicking on the ‘buy now’ button. After you have finished your selection, click on ‘checkout’ and you will be asked for a few details that we need to be able to complete the order.

You can change your mind at any time before you "checkout" and your payment details are processed.

At the present time we will only accept orders from within the UK and ship to addresses on the UK mainland. All purchases will therefore be in pounds sterling.

We accept all major credit cards. Your card will be debited at the time of purchase when payment is taken through the secure Internet system provided by Paypal or Google Checkout.

When confirmation of order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.

UK Delivery*

Standard UK delivery method: ROYAL MAIL SECOND CLASS

*Please note that some areas in the UK are subject to longer delivery times because of their ‘relatively’ remote locations: Next Day & Saturday delivery are not available for Northern Ireland, Scottish Highlands and Islands, Scilly Isles, Isle of Man and Channels Islands.

Wishing to change your delivery address?
You can change your delivery address free of charge by calling us until the point of dispatch. We can only change the address for items dispatched via courier as Royal Mail does not provide a service for change of address for parcels in transit. Please note that if your require to change the address of a parcel on transit, there will be a charge of £4.95.

Delivery Schedule

We aim to deliver your order within within 5 to 10 working days subject to stock availability. However, we also strive to offer perfection and, because most of the items are handmade, delivery timescales will vary depending on the individual item. Relevant delivery timescales are clearly shown on individual product pages and within the confirmation of order email you will receive for those goods that are made to order.
If the item is out of stock we will inform you of the estimated shipping date to confirm that you are happy with this arrangement.

We will make every effort to deliver within the time stated on our website but we will not be liable for any loss caused to you by late delivery. If the goods are not delivered within the delivery time which we quote for that item please contact us by telephone on 01234 522 150 or email shop@cocoboat.com quoting your order reference number. We will try and ensure that you receive your order as quickly as possible, or, if you wish you may cancel your order and we will refund you in accordance with our policy below. This does not affect your statutory rights as a consumer.

Will I have to sign for my delivery?
Most orders will require a signature on delivery. If you are not available to sign, the delivery person may ask a neighbour to sign for it. They won’t leave parcels if they can’t get a signature. If they leave it with a neighbour they will leave a card for you telling you where it is.

International Delivery

We are happy to ship overseas but currently our online shop does not process orders outside of the UK. If you would like to order, please email us with the products you would like and we will be happy to quote you a price including shipping to your home. Email: shop@cocoboat.com

Back Orders

If your item is not in stock, we will back order for you. You will always be emailed with the option to cancel your order if you would rather not wait.
Tax Charges VAT is charged at the standard rate and included in the price you see.

Credit Card Security

When the order is placed at our website, credit card numbers are encrypted using 128 bit encryption. They are only decrypted after they reach our payment service provider’s computer. They are not held in clear text on any web site.
Our on-line store securely processes card payments using Google Checkout and PayPal payments – you do not need a PayPal account to pay us via this method.

Guarantee

We guarantee your satisfaction. All of our products come with a 30 day no quibble guarantee as long as they are returned in original condition.

Order Cancellations

Just in case you got carried away or have changed your mind for any reason, you can simply cancel your order by emailing shop@cocoboat.com or, if the item has already been dispatched, you can return it to us in accordance with our returns policy, below.
However, exceptions do apply where items are personalised, custom-made or commissioned at point of sale. However, where possible, if the cancellation is received before work commences and our designer agrees, your order will be cancelled.

Returns Policy

We are hoping that you will be delighted with the quality and design of the beautiful home accessories you have ordered. Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm.
* As a customer, you have a duty of care towards the item you have purchased.
* Goods must be unused, unopened, in perfect condition (including product packaging) and remain in a re-saleable condition.
* If the product is damaged or faulty, we will arrange for a replacement item to be sent to you within four weeks.
* We cannot exchange or accept the return of items which have been dismantled, used or soiled.
* Please keep all packaging and return the goods as they were received by you.
* Items returned beyond 14 days can not be refunded but may be exchanged at our discretion.

Exceptions: earrings / pierced jewellery and cosmetics/ toiletries are excluded from refund for hygiene reasons – these cannot be returned for refund or exchange.

Please contact us first to give us your order number and then return the item in its original packaging.
Our address for returns is:
Cocoboat Ltd
PO Box 1182
Cambridge
CB22 4WA

In the unlikely event of receiving a faulty product, you can return it within 30 days and either get a replacement or a refund including the cost of the return postage. As you are responsible for the cost of return shipping unless the goods are faulty or damaged please contact us for returns details before shipping to ensure we can arrange for payment, we may not be able to reimburse excessive shipping costs if we have not agreed terms prior to shipping.

We cannot accept liability for goods lost or damaged in transit therefore we strongly recommend that you obtain a free ‘Certificate of Posting’ from the post office. For peace of mind you might want to send the goods by Recorded Delivery. Unfortunately, we are unable to refund the return postage. On your first exchange, Cocoboat will cover the cost of standard postage to send your exchanged items to you. Subsequent exchanges are charged at the standard delivery rate of £4.95.

If the item has been used or is not returned in its original packaging, we reserve the right to withhold a percentage of the refund value if the item needs to be reduced in price for resale.

Items returned as unwanted goods are subject to a 10% handling charge.

Refused consignments may incur an additional charge of £20.00 to cover carrier return costs.

Refunds will be processed within 28 days of receiving the goods back from you and made by original payment method. When returning goods on which you have received a discount/offer, that discount/offer will no longer apply if you fall below the discount /offer threshold.

Please also make sure to include your own details so we know who to refund.

We use our best endeavours to check everything carefully before it leaves us to make sure it’s in good condition. We also do our utmost to package and protect everything so that it doesn’t get damaged on its way. However, if you do have a problem, please contact us as soon as possible.

Privacy Policy

Cocoboat Limited do not disclose buyers’ information to third parties other than when order details are processed as part of the order fulfilment. In this case, the third party will not disclose any of the details to any other third party.

Cookies are used on this shopping site to keep track of the contents of your shopping cart. You can turn off cookies within your browser by going to ‘Tools | Internet Options | Privacy’ and selecting to block cookies. If you turn off cookies, you will be unable to place orders or benefit from the other features that use cookies.

Unless you have indicated to the contrary we will contact you occasionally with news and offers by email in which case we will store your contact information securely and will not disclose this except for the purposes of fulfilling this agreement.

Changes to terms and conditions

We reserve the right to change these terms and conditions and any other legal notices on our website from time to time. You should check through our full terms as often as possible.

Our registered office
The supplier of the goods featured is cocoboat (a trading name of Cocoboat Ltd.) Registered office: Mutfords, Hare Street, Buntingford, Herts SG9 0ED. Company registration number 07142538. Registered in England and Wales. VAT reg no GB 984 2599 64. All contracts with cocoboat and the contents of this site are displayed in English.

These terms and conditions do not affect your statutory rights. E&OE.