FREQUENTLY ASKED QUESTIONS
1. How do I make a purchase?
Making a purchase is easy. Wherever you see a product you can shop it: simply select your size and click ‘Add to Bag’. Your chosen item will appear in your shopping bag on the top right of the screen; as you continue to shop or browse the site you can hover over or click on the bag to see its contents in the ‘mini bag’ at any time. When you’re ready to place your order, select Proceed to Checkout from the mini bag and follow the straightforward prompts to complete our one-step checkout process. If you have any problems, please contact customer care at firstname.lastname@example.org, +44 (0)208 440 2233 or +44 7940 597544 available Mon –Sat 10am – 5.30pm and Sundays 11-4pm.
2. Can I order by telephone?
Yes — call us with details of the item you wish to purchase and your billing information and we will process your order. Customer Care is available on +44 (0)208 440 2233 or +44 7940 597544 Mon –Sat 10am – 5.30pm and Sundays 11-4pm.
3. How do I find a specific item?
If you know exactly what you are looking for, you can search our online store by product category under the Shop menu. Once you have selected your desired category, you can filter the listings further using the options on the left of the page. Throughout the site there is also a search function in the top right-hand corner, which can be used to look for products using keywords or a web code, if you know it.
4. How do I know if an item is in stock?
Most items shown are in stock. When you roll over a product, you can immediately see its size availability. If a size is greyed out in the rollover, or marked as sold out in the drop-down on the product page, this means the item is out of stock in that size. Items that are not yet in stock may be marked Coming Soon: add these items to your wishlist and you will receive an email when they arrive. Alternatively, you can inform us of your interest by contacting Customer Care on +44 (0)208 440 2233 or +44 7940 597544 — available Mon-Sat 10am-5.30pm and Sundays 11am-4pm. Please note that even if a product is in your shopping bag, it isn’t reserved, and will be available to other customers while you are browsing.
5. Which payment methods does COCOIVY.CO.UK accept?
We accept all major cards such as American Express, Visa and MasterCard. We also accept Klarna.
6. Is it safe to use my credit card online at COCOIVY.CO.UK?
We work hard to ensure your purchase is safe and secure. For your protection, all orders go through a rigorous fraud-checking process.
7. How will I know if you have received my order?
After you place your order, you will receive an email acknowledging your order has been received.
8. When will I receive my order?
Orders are shipped using our delivery partners Royal Mail, DHL and DPD, and are delivered Monday to Friday between 9am and 5pm.
9. Can I collect my order instead?
Orders can be collected from our flagship store at 21 Heddon Court Parade, Cockfosters Road, Barnet EN4 0DB. For further information, please contact Customer Care on +44 (0)208 440 2233 or +44 7940 597544 or email email@example.com.
10. Am I able to track my order?
Yes. When we dispatch your order for delivery you will receive a unique tracking number by email. Once in receipt of this tracking number you can check the current status of your shipment. Alternatively, you can email us on firstname.lastname@example.org and we will track the order on your behalf.
11. Can I exchange my order?
If you would like to exchange one item for another, you must first return the original item and then place a new order. You will be refunded for the original item in accordance with our usual returns policy. You can also choose to receive your refund as credit, which will enable you to purchase a replacement item quickly and seamlessly.
12. How do I return an item?
You have up to 14 days to return an item, however you must request your returns number within 14 days. For full details on the returns process, see our Returns page.
13. Why are shipping restrictions applied to some products?
Due to international trading agreements and regulations, COCOIVY.CO.UK must adhere to some specific shipping restrictions. We are unable to ship exotic skins outside the EU. For any customers outside the EU wishing to purchase an item containing exotic skins, please contact Customer Care. In addition, we are required by EU regulation to obtain a CITIES (Convention on International Trade in Endangered Species of Wild Fauna and Flora) permit before items made from exotic skins can be shipped. This may cause a delay in processing your order. For further information, please contact Customer Care on +44 (0)208 440 2233 or +44 7940 597544 or email email@example.com.
14. How do I keep my account safe?
In order to keep your COCOIVY.CO.UK account safe, we recommend you follow the simple steps below. a) When setting your password, it must be at least 6 characters and contain at least one uppercase letter and a number. The longer your password is, the more secure it is. b) Use a unique password on COCOIVY.CO.UK. Using a unique password will ensure that if your password is disclosed on another website, it cannot be used on COCOIVY.CO.UK. c) Do not use the same password for your email accounts as you do on sites like COCOIVY.CO.UK. d) Change your password periodically. While we do not require users to change passwords after a period of time, it is recommended to update your password periodically. e) Change your password if you suspect that any of your accounts you use online on any website has been compromised.
15. How do I contact customer care?If you have any questions which are not currently answered on our site, please contact Customer Care either by email at firstname.lastname@example.org or call us on +44 (0)208 440 2233 or +44 7940 597544 — available Mon-Sat 10am-5.30pm and Sunday 11am-4pm.
16. How do I buy a Gift Card?
Gift Cards can be purchased online at COCOIVY.CO.UK or in store. Gift Card(s)-only orders are delivered free of charge. Standard delivery charges apply when a Gift Card or Gift Cards are purchased in a mixed basket with other products.
17. How do I activate my Gift Card?
Sign in or register to activate your Gift Card. Once you've signed in, go to 'My Accout' and click 'My Credits', where you'll find 'Activate Your Gift Card Credit'. Here you enter your unique activation code. There is no limit to the number of Gift Cards you can activate on your account. You can check your balance at any time online within 'My Credits' in the 'My Account' section. If your order exceeds your credit value, any remaining balance can be paid for by credit or debit card.
18. What do I do if my Gift Card is lost, stolen or damaged?
COCOIVY.CO.UK is not responsible if your Gift Card is lost, stolen, destroyed or used without your permission. If you have any further questions, please call our Customer Care team on +44 (0)208 440 2233 or +44 7940 597544 or email email@example.com.
19. I'm unable to redeem my Gift Card – can you advise?
Please call our Customer Care team on +44 (0)208 440 2233 or +44 7940 597544 or email firstname.lastname@example.org.