Problems with Order
Why has my card declined or processing?
We’re extremely sorry if you’ve experienced some trouble at the payment stage. This usually happens if there is something wrong with the information provided at checkout. This could be due to one of the following reasons:
The billing name/address doesn’t match the cardholders.
Some of the payment info is incorrect.
You have tried to place a high volume of purchases in a short space of time.
You have used multiple devices/emails.
You have insufficient funds on the card you are attempting to use.
If you think that none of the above apply to you, then please try to checkout using Zelle/ Cash app / Paypal as this is usually verified.
Order processing:
Cross-border transaction, Bank will review and sometimes reject the transaction because of the products.
Highly recommend try to checkout using Zelle/ Cash app / Paypal as this is usually verified.
I haven't received an order confirmation/ Has my order gone through?
Once you have completed your order, you will receive a confirmation email with your order details within 24 hours. If you have not received an order confirmation email, please check your junk folder.
I haven’t received an order confirmation/ Has my order gone through?
If you are still unable to locate this email, please get in touch with us.
Please have the following information to hand before contacting
Your order details: full name and email address and order number
I haven’t received an order Qc confirmation after 3 working days/ Has my order gone through?
Once you have completed your order, But Order more than 3 working days did not receive Qc photso confirmation that the shoes are being replenished in stock. Pls Contact us get restock time or exchange shoe styles for faster delivery or refund.
Please have the following information to hand before contacting.
Your order details: full name and email address and order number
Can I make changes to order?
If you have received a shipping confirmation email from us, this means that we will unfortunately be unable to make any changes to your order at this point.
We can still sort this for you as we offer a 45-day return policy.
Once you’ve received your order, you can post it back for a refund.
If you are yet to receive a shipping confirmation email from us, we may still be able to cancel your order. Unfortunately, we are unable to make any item or size amendments once the order has been placed, however we are able to change your address .
To cancel your order or request the address to be changed, Please get in touch by simply clicking the icon which can be located at the bottom right corner of the page. Make sure to have your details at the ready that you wish to cancel your order or change the address.
You may be asked to provide us with some information so make sure to have the following ready:
A screenshot of your confirmation email(inclduing Order number and Order email)
Your full name and email address
The order amendment you are requesting
Our team will do their best to fix this for you before your order leaves our warehouse. We may not be able to make changes if your order is already being processed by the warehouse or is awaiting collection. However, it is worth asking as we’ ll see what we can do but please be aware we can’t guarantee this.
What do I do if my parcel is damaged?
We are so sorry if your parcel has arrived in poor condition.
Our boxes are currently limited so we are unfortunately unable to replace this.
However, if you come across any damage to your items, Please get in touch by simply clicking the icon which can be located at the bottom right corner of the page. Make sure to have your details at the ready.
Please explain in your message that you have received a damaged item and you offer following information
Your order number
Your full name
Your shipping address
A photo of the damaged area
If you decide to send back any items, please don’t worry about including the box.
If the packaging is damaged, please recycle this and send the items back in a secure packaging.
What do I do if my item becomes damaged after wear?
We are so sorry to hear you have experienced a problem with your item. We absolutely pride ourselves on the quality of our products and work extremely hard to ensure they last a lifetime, and not just one wear or wash.
Contact us you will then be asked for the following:
A screenshot of your email confirmation
Your shipping address
A photo and video of the damaged area
There will be no need to send the item back to us, however please let our team know your preferred solution and, depending on the damage, we will try our best to fulfill your request:
A replacement of the same item
A refund (whether this is full or partial will depend on how long you have had the item and the severity of the damage)
Legally under The Consumer Rights Act 2015 after 6 months retailers cannot accept liability for any faults.
You can read about your rights here:
https://www.legislation.gov.uk/ukpga/2015/15/contents/enacted
What do I do if my item has arrived damaged / faulty?
We are extremely sorry if you have received a damaged item from us. All Coco Shoes items are quality checked on several occasions during and after production and confirmed the Qc photo with you. so we can only assume yours has accidentally slipped through the net or courier violent transportation.
This is of course unacceptable and we hope you can trust that we would never knowingly send out damaged goods to our customers.
So we can have this sorted for you immediately, simply click the Contact us icon which can be located at the bottom corner of the page.
In your first message please explain that you have received a damaged item and you will be asked to provide the following:
Your order number, full name and email address
Your shipping address
A photo and video of the damaged area
Our team will then be able to investigate this further and provide a solution for you.
What do I do if I have received the wrong item in my parcel?
We are really sorry if we have made a mistake with your purchase.
your first message please let me know you have received a wrong item.
You will then be asked for the following, so please have this to hand:
A photo of the item you have received in error
Your full shipping address, order number and full name
Sorry for any inconvenience in the meantime, we hope to have this sorted for you as soon as possible!
How do I find my order number?
Once you have completed your order, you will receive a confirmation email with your order details. This email will contain your order number number which will start with number 9.
If you have not received an order confirmation email, please check your junk folder. If you are still unable to locate this email, you can reach out by simply clicking the Contact us icon
Coco Shoes will be more than happy to assist you with your query.
In your message, please include that you don’t know how to find your order number and you will then be asked the following info:
Full name and email address on the order
Your shipping address
A screenshot of the transaction on your bank account
How do I cancel my order?
If you have received a shipping confirmation email from us, unfortunately this means that we will be unable to cancel your purchase at this point.
We can still sort this for you as we offer a 28 day return policy.
Once you’ve received your parcel, you can refuse it upon delivery or post it back for a refund.
If you are yet to receive a shipping confirmation email from us, you can get in touch by simply clicking the Contact us icon and tell us you need to ‘cancel order’
Alternatively, you have the option to request a cancellation before Order has been shipped. Contact us do this.
Our team will do their best to fix this for you before your order leaves our warehouse. We may not be able to make changes if your order is already being processed by the warehouse or is awaiting collection. However, it is worth asking as we’ ll see what we can do but please be aware we can’t guarantee this.
