Q: How do Coco & Lola ship online orders in Australia?
A: 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.
Q: How long will it take to receive my order?
A:We process all our orders Monday - Friday.
If you order before 12pm AEST we will send your order the same day.
Please allow an additional 12-24hrs during our Coco Shopping Events.
If you order on a weekend, all Coco & Lola orders are processed and dispatched within 24-48hrs of being confirmed.
Q: How long will it take to receive my order during sale or promotion?
A: Please allow an additional 12hrs for any order placed during sale or a Coco Shopping Event. (36hrs)
Q: Does Coco & Lola offer international shipping?
A: Yes. We offer DHL Express Shipping to all our International customers. For detailed information on International Shipping, scroll down to the International Orders section below.
Q: What does Express Shipping mean?
A: 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.
Q: What do each of the emails mean that I receive after placing an order?
A: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.
Q: Are there delays with shipping times and estimates due to COVID-19?
A: 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 ourCoco Customer Service Team via email@example.com
We are still dispatching your orders daily, but some of our shipping carriers are experiencing delivery delays due to the high volume of parcels.
Q: What happens if I only receive half of my order?
A: It is likely that your order has been shipped as a split order. Most of our online orders are shipping 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 firstname.lastname@example.org
Q: What happens if I am not home to receive my parcel?
A: 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 ourCoco Customer Service Team via email@example.com
Q: Do I have to sign from my parcel?
A: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.
Q: How do you track my order?
A: 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 firstname.lastname@example.org or chat to us via Livechat.
Q: Does Coco & Lola offer store pick up?
A: We are now happy to offer all our Coco customers the option to click and collect in store with us.
You will be sent an collection email from ourCoco Customer Service Team when your order is ready to collect in store.
Q: How long will it take for my store ‘pick up’ order to be ready.
A: 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.
Q: Where are Coco & Lola’s pick up locations
A: You can currently organise a pick up from our Sydney and Perth locations.
71C Princess Road, Nedlands WA
35 Bay Street, Double Bay NSW
Q: How much does International Shipping Cost:
A: International cost varies depending on your location. This will be quoted upon check out.
Q: What currency are shipping prices quoted in?
A:All prices on Coco & Lola orders are quoted in Australian Dollars (AUD)
Q: How long do international orders take?
A: 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
Q: Who is responsible for paying customs charges and taxes?
A: 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)
Q: How do you track my international order?
A: Once your order has been dispatched you will receive an email with a tracking number.
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 email@example.com or chat to us via Livechat.
Other important shipping information
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 firstname.lastname@example.org 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.