Can I have a refund?

As most of our items are made to order unfortunately our company policy does not support refunds, however we are happy to exchange an item if returned in the original packaging within 14 days.

Please note :  Absolutely no refund or exchange on custom order including real fur and leather orders as these are all made to your exact requirements.

Do you exchange items?

We are happy to exchange items if returned in the original packaging unworn within 14 days. if the item is damaged or clearly worn House of Coco reserves the right to refuse an exchange. Please send your item back by tracked mail as we will not be held responsible for items until they arrive at our HQ. For all exchanges please email sales@houseofcocouk.com for more information and shipping info.

My item is faulty:

All items are throughly checked before leaving House of Coco HQ but in the case of faulty or damaged items each case will be looked at individually and we will most certainly exchange if an item is proven to be faulty.

I don’t like my item:

I’m afraid we do not issue refunds so please make careful consideration before buying an item as all sales are final

How long have I got to exchange?

You have 14 days from when you receive your item to return to us for an exchange, all items are sent from House of Coco tracked post. We urge you to send your item back by tracked mail as we cannot be held responsible for items sent by the customer until we receive them.

How long do items take to arrive?

We aim to have all items dispatched within 14 days however as items are made to order this can vary and can take up to 4 weeks, although this is rare. All items are sent Royal Mail first class signed for and we will update you with your tracking information one your time is dispatched.

Late or Missing deliveries:

House of Coco are not liable for late or missing deliveries from the courier, please contact Royal Mail directly. Royal Mail: 08457 740 740

Undelivered Parcels returned to House of Coco:

Please be careful when you are entering your shipping address at checkout as any parcels returned to us due to incorrect address, non collection from Post Office or refused delivery will be subjected to a £2.00 administration fee.You will also incur a redelivery fee. An additional shipping cost starting from £3.95 will be payable as well as the £2.00 admin fee before we can arrange redelivery.

Shipping Time Frames:

UK Shipping £5.99 Once dispatched your order can take 3-5 days to be processed through the Royal Mail System. Republic of Ireland £9.95
3-5 Working Days (maximum 12 Working Days) Rest of Europe £12.95
5-14 Working Days (maximum 25 Working Days) Rest of the World NON-EU £15.95
12-25 Working Days (maximum 35 Working Days)

What UK sizes is a S M L ?

XS – 6
S – 6/8
M – 8/10
L – 10/12
XL – 12/14
XXL – 14
XXXL – 14-16

Are Your items true to size?

Yes all our items are true to UK size 8-12 where possible all items have the correct measurements in the description, if you are unsure please drop us an email at sales@houseofcocouk.com and one of our team will be happy to help.

What if it doesn’t fit?

We are happy to exchange items for a different size if returned unworn in the original packaging within 14days, please see our refund and exchange section for more information.

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