SHIPPING | RETURNS & EXCHANGE

SHIPPING

All orders placed via our online store (cocoandlola.com.au) are shipped with Startrack Express. 

Online orders are processed Monday - Friday within 48hrs of being placed.

Please note: If your order is placed on a weekend or public holiday it will be dispatched the following working day.

Shipping Update:Items purchased on sale may take up to 7 business days to process and dispatch.

 Yes we do.

We offer DHL Express Shipping to all our International customers.

For detailed information on International Shipping, scroll down to the International Orders section below.

We ship all our orders Australia wide with complimentary express shipping.

From the date and time of your dispatch notification you should receive your order within 1 -2 days if you are located in a metro and between 1 -3 days is your are in a rural or remote area.

Due to the overwhelming response of our Best of Coco Sale, we are expreince slight delays in shipping.

We thank you for your patience.

Our main priority is getting your order to you as quickly and efficiently as possible.

We send all Australian orders via Startrack Express.

This means your parcel will arrive to you approx 1-2 days after receiving your dispatch notification.

You will also find your tracking number in this email.

 We like to keep you updated along the process of getting your order to you. You will receive the below email notifications:

Order Confirmation- We have received your order

Dispatch & Shipping Confirmation - Your order has been wrapped with love and is now on its way to you. This email will include your  tracking information.

We are experiencing slight ongoing delays due to the impact of COVID-19. If you are experiencing any delays with your order, please reach out to our Coco Customer Service Team  via email shop@cocoandlola.com.au 

We are still dispatching your orders daily, but some of our shipping carriers are experiencing delivery delays due to the high volume of parcels. 

It is likely that your order has been shipped as a split order.

Most of our online orders are shipped from our head office in Sydney, however due to stock availability your order may be split and fulfilled from one of our Coco & Lola Boutiques. 

If this is the case, you will be sent 2 or more shipping notifications with different tracking numbers.

If you need any help with locating your order, please contact our Coco Customer Service Team via email: shop@cocoandlola.com.au

Your order will most likely be at your local / closest post office. Your Startrack driver should leave a card with a notice of attempted delivery.

If you don’t receive a card, track your online via the Australia Post website. If you are still unable to locate your parcel, please reach out to our Coco Customer Service Team via email shop@cocoandlola.com.au

Yes you do.

If you are not home to receive your parcel, it will be taken to your local post office. If you would like your parcel to be left at home without a signature, please include this in the notes section of your order upon checkout.

Once your order has been dispatched you will receive an email with a tracking number and shipping notification.

All Australia wide orders can be tracked through the link below: https://auspost.com.au/mypost/track/#/search

All International orders can be tracked through the link below: http://www.dhl.com.au/en/express/tracking.html

PLEASE NOTE: your order can take a few hours to become live for tracking after you receive this number. If you are unable to locate your tracking number in your dispatch email notification please contact ourCoco Customer Service Team via emailshop@cocoandlola.com.au or chat to us via Livechat.

CLICK & COLLECT

We are now happy to offer our Coco customers the option to click and collect in store with us. 

You will be sent an collection email from our Coco Customer Service Team will send an email when your order is ready to collect in store.

Due to the current Covid-19 restrictions in SydneyMetropolitan Click & Collect from our Double Bay & Manly boutqiues is currently unavailable.

Please to know that we offer complimentary express shipping on all orders Australia wide.

 If your order is in stock, and your order is placed before 12pm EST (Monday - Friday) the Coco girls will aim to have your order ready for pick up on the same day. 

PLEASE NOTE you will need to wait for the Coco girls to send you a collection confirmation email. (This is different from your order confirmation) 

If your item is not available at your chosen store pickup location, you will be notified immediately and we will arrange a transfer to your location. This will usually take 1-2 business days.

You can currently organise a pick up from our Sydney, Melbourne and Perth Boutiques.

PERTH

71C Princess Road, Nedlands WA 

DOUBLE BAY

35 Bay Street, Double Bay NSW

MANLY

Shop 2/13 Whistler St, Manly NSW

TOORAK

597 Malvern Road, Toorak VIC

INTERNATIONAL ORDERS

International cost varies depending on your location. This will be quoted upon check out.

All prices on Coco & Lola orders are quoted in Australian Dollars (AUD)

After your order has been confirmed and dispatched, your order should take 3-5 days to arrive.

Please note that DHL are experiencing some shipping delays due to the impact of COVID-19 

Payment for all customs clearance and taxes are the responsibility of the customer. Coco & Lola take no responsibility for any additional charges included for shopping orders internationally. 

For more information on customs charges for each country please contact your customs authority. Below is a useful link that can be used as a guide for potential customs charges but again please contact your country's customs authority to confirm exact charges.

https://global-express.org/index.php?id=271 (Please copy and paste into your browser)

All International orders can be tracking through the link below http://www.dhl.com.au/en/express/tracking.html

Please note: your order can take a few hours to become like for tracking after you receive this number. If you are unable to locate your tracking number in your dispatch email notification please contact ourCoco Customer Service Team via email  shop@cocoandlola.com.au or chat to us via Livechat.

Please allow an additional 2-4 business days for any order placed during sale or a Coco Shopping Event.

Any order placed during our Coco & Lola Shopping Events will take an additional 2-4 business days to dispatch.

PLEASE NOTE

Once your parcel has left our warehouse, it is the property of Star Track, Australia Post or DHL (depending on the postage option you have chosen), however if your parcel does not reach you within our delivery time, we will do all we can to track and find your parcel for you. Contact us at shop@cocoandlola.com.au if you experience any delays.

Please ensure that the postal address provided at checkout is your correct address, as we take no responsibility if you do not receive your item due to providing us with an incorrect address.

RETURNS & EXCHANGE

If you would like to return your item/s please follow the steps below.

STEP 1:Email our Customer Service Team within 10 days of your delivery notifying us of your return. shop@cocoandlola.com.au

STEP 2:Our Customer Service Team will respond with a RA (Return Authorisation Number) 

STEP 3:Complete the returns form that came with your order.

STEP 4:Wrap up and send your order back to:

Coco & Lola Returns 

Unit B3

15-21 Doody St 

Alexandria 

NSW 2015

Please Note: Once your return has been received, it can take up to 4-5 days for your refund to be processed. 

Due to the current COVID-19 pandemic we appreciate the majority of our customers will be ordering online and are unable to try on garments in-store. 

To support our customers during this time we will be providing full refunds for any ONLINE ONLY purchases where customers have had a change of mind, made a wrong decision or purchased an incorrect size.

 Please note that  that all returns for exchange / credit & refund must meet the following requirements:

- Full price items only. 

- Garment/s will need to be sent back to us within 10 days of delivery.

- Garments should be returned new, unused and with all designer tags still attached.

- Swim must be tried on wearing undergarments, the protective hygiene strip must remain in place and will not be accepted if removed or altered. 

 Returned items that have been worn, washed, damaged or altered from their original state (i.e. tags removed) will not be accepted, and will be returned to the customer.

- Due to health and hygiene reasons, earrings are unable to be returned.

- All exchanges will incur an additional $10 fee for redelivery. 

Any item purchased on Sale is can be returned for a credit note or exchange (where possible) only. 

Only if the sale item is deemed faulty will a refund we approved.

All  FINAL SALE items (this includes any product purchased on sale with an additional discount code) are unable to be returned for a refund. We are able to offer an exchange (where possible) or credit note if the item is deemed faulty. 

We are so sorry that you may have received a faulty item. We aim to provide our customers with products of the highest standard and quality. A thorough check of your garment is undertaken before it is sent off.

If you have received an item that you believe has a manufacturing fault, please email our Customer Service Team immediately and provide a photo documentation showing the  defect/fault, which will speed up the assessment process. 

In accordance with the Australian Competition and Consumer Commission if the garment we have sent has a minor fault then we have the right to repair the fault to the product and send it back to you. If we believe the fault cannot be repaired then we will send to you a replacement product, which matches your original purchase. However, if we are unable to repair or replace your faulty item then we will reimburse you in full for your purchase. 

Once your return has been received into our head office it can take up to 4-5 business days for the refund to be processed.

Yes of course.

You are able to exchange an item purchased at full priced for another size or style.

There is an additional $10.00 AUD charge to process the exchange and the shipping fees.

For International exchanges, please contact our Customer Care Team via email shop@cocoandlola.com.au

Yes you can!

SALE items are able to be returned for a credit note or exchange (where possible). 

Your item must comply with our returns requirements, swing tag must be attached and in a new, unused and undamaged condition. 

Please take care when sending items back to us, as items lost in the post are your responsibility and we cannot offer refunds, exchanges or credit notes on lost parcels.

We always recommend using a registered post and to keep hold of your tracking number to avoid missing parcels.

All returns need to be sent back to us within 10 days of delivery. 

This means 10 days from tracking showing the order as being delivered. 

All items need to be returned new, unused and with all designer and brand tags attached. 

All returns need to be inline with our Returns Policy above. 

At this time, we currently do not offer free returns.

FAQ

Once an order has been placed and processed you are unable to cancel that order. If you wish to change the items purchased you will have to wait until receiving the goods when you can then complete a return as per the instructions outlined in “Refund + Returns Policy”.

We may need to cancel an order if the product is not available for any reason. Our Customer Service Team will notify you via email and in that case and process a full refund. 

We will usually refund any money received from you using the same method originally used by you to pay for the Product.

To shop our Sale items, your do not require a discount code.

Thank you for shopping with us during our Best of Coco Sale.

Orders placed during The Best of Coco Sale  will be shipped within 24v-72hrs (business hours) of Order Confirmation. 

All orders will be shipped via Startrack Express Australia Wide and DHL Express for our International Customers. 

FINAL SALE item is any product that has been purchased on sale with an additional discount applied.

FINAL SALE Items are only able to be returned for a refund if deemed faulty or exchange for another size where possible. 

 FINAL SALE items will be clearly labelled under the product name

We’re so excited that you’ve chosen to shop with us at Coco & Lola. 


Your order has been wrapped with love and fulfilled from multiple Coco & Lola Boutiques.

This means that your order will be arriving to you in two or more separate parcels.

This also means… more goodies to open! You should have received 2 or more traking numbers to keep an eye on your deliveries.


We hope you love your new purchases.