SHIPPING | RETURNS & EXCHANGE

THE COCO SALE 2022 FAQ

Due to the high volume of orders placed during The Coco Sale 2022 Event, we are experiencing delays to the dispatch of orders.

Rest assured, our Online Team is working hard to dispatch all orders as quickly as possible.


All our orders are shipped Australia wide with complimentary express shipping. 

All orders purchased during The Coco Sale 2022 will begin dispatching from the 12th of January.  Orders may take up to 7-10 business days(excluding weekends) to be dispatched.

You’ll receive an email with the tracking details upon fulfilment of your order.

Orders from The Coco Sale 2022 will be dispatched in order of them being placed. 

A sale item is any item that has been purchased with the 30% Off discount. This discount is automatically applied automatically at the check out process. 

There are some exclusions from The Coco Sale 2022 event, where the discount will not apply. To view our full exclusions list, please CLICK HERE.

Any item purchased during The Coco Sale 2022 can only be returned for a credit note or exchange (where possible).

A Final Sale item is any item that is further reduced with an additional discount. This additional 30% Off discount is applied automatically at the check out process. 

There are some exclusions from The Coco Sale 2022event, where the discount will not apply. To view our full exclusions list, please CLICK HERE. 

Any item purchased as a Final Sale item can not be returned unless deemed faulty by Coco & Lola.

Any item/s purchased with the 30% Off discount promotion during The Coco Sale 2022 can be returned for a Credit Note or exchange (where possible).

If you have purchased a Final Sale item, this item can only be returned if deemed faulty by Coco & Lola.

We have made shopping our Sale easy and simple. The 30% Off discount will automatically be applied at checkout. 

There are some exclusions from The Coco Sale 2022 event, where the discount will not apply. To view our full exclusions list, please CLICK HERE.

Orders purchased via our Online Store and during The Coco Sale 2022  are unable to be cancelled.  Please review your order closely before checking out to ensure you have selected the correct items.

We ship from Australia, so if you’re an international customer you are responsible for customs & duties within your own country. For further information, we recommend contacting your local customs office.

This means your order has been wrapped with love from multiple Coco & Lola Boutiques. This means more goodies to open. You would have been sent 2 or more tracking numbers to keep an eye on your remaining pieces. 

There may be a slight delay in shipping timeframes due to the different locations your order has been dispatched from.

Yes you can!

We are excited to be able to offer our Click and Collect service during The Coco Sale 2022.

Due to the overwhelming response to our sale event  there is a slight delay on when  Click and Collect orders to be ready at your selected boutique. Our Online Customer Care Team will send you an email when your order is ready to collect at your selected boutique. Please allow up to 7-10 days for all Click & Collect orders to be ready for collection. 

Yes you can! Our Toorak, Double Bay and Manly boutiques are open for Call & Collect and our Nedlands Boutique is open. 

Due to the impact of Covid we are unfortunately experiencing staff shortages who are either awaiting results or in isolation.

 

In order to keep our staff and community safe in the meantime we will be operating Call & Collect from our boutique until we can operate at full capacity again.

1. Call our boutique click here to find your boutiques contact number

2. Ask us sizing and stock questions 

3. Pay for your item 

3. Collect your items at our Boutique Door 

We look forward to helping you with your next outfit.

Our Toorak, Double Bay and Manly boutiques are open for Call & Collect

1. Call our boutique click here to find your boutiques contact number

2. Ask us sizing and stock questions 

3. Pay for your item (we accept Afterpay and zip pay) 

3. Collect your items at our Boutique Door 

SHIPPING

PLEASE NOTE: For all purchases made during THE COCO SALEplease see THE COCO SALE 2022 FAQ above for more information. 

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All orders placed via our online store (cocoandlola.com.au) are shipped with Australia Wide via Startrack Express and Internationally via DHL 

Online orders are processed and dispatched 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: Due to the holiday season we are experiencing a slight delay in the process and dispatch of our Online Orders. Please allow an additional 1-2 Days before dispatch. 

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). Our team is available to assist with tracking your order, for assistance please contact shop@cocoandlola.com.au

 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.

PLEASE NOTE: For all purchases made during THE COCO SALEplease see THE COCO SALE 2022 FAQ above for more information. 

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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 if you are in a rural or remote area.

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

Shipping Update: Due to the holiday season we are experiencing a slight delay in the processing and dispatch of our Online Orders. Please allow an additional 1-2 Days before dispatch. 

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). Our team is available to assist with tracking your order, for assistance please contact shop@cocoandlola.com.au

We thank you for your patience.

PLEASE NOTE: For all purchases made during THE COCO SALEplease see THE COCO SALE 2022 FAQ above for more information. 

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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.

PLEASE NOTE: For all purchases made during THE COCO SALEplease see THE COCO SALE 2022 FAQ above for more information. 

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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

PLEASE NOTE: For all purchases made during THE COCO SALEplease see THE COCO SALE 2022 FAQ above for more information. 

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

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

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

PLEASE NOTE: For all purchases made during THE COCO SALEplease see THE COCO SALE 2022 FAQ above for more information. 

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 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)

PLEASE NOTE: For all purchases made during THE COCO SALEplease see THE COCO SALE 2022 FAQ above for more information. 

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After your order has been confirmed and dispatched, your order should take: 

3-4 days to arrive for New Zealand orders.

Up to 7 days to arrive for United States and the United Kingdom orders. 

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

*We will constantly review these delivery times to ensure they are in line with Coco & Lola’s shipping carriers. 

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.

Due to the increase in orders we are experiencing during The Coco Sale 2022 we are experiencing a slight delay in dispatch timelines.

All orders purchased during The Coco Sale 2022 will begin dispatching from the 12th of January.  Orders may take up to 7-10 business days (excluding weekends) to be dispatched.

Rest assured, our Online Team is working hard to dispatch all orders as quickly as possible.

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

PLEASE NOTE: For all purchases made during THE COCO SALEplease see THE COCO SALE 2022 FAQ above for more information.  

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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 7-10 working days for your refund to be processed. 

PLEASE NOTE: For all purchases made during THE COCO SALEplease see THE COCO SALE 2022 FAQ above for more information.  

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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. (Please note: Our extended returns policy commences on Monday November 29th 2021 and concludes on the 10th of January 2022, for more information please see Holiday Gifting FAQ) 

- 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 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. 

PLEASE NOTE: For all purchases made during THE COCO SALEplease see THE COCO SALE 2022 FAQ above for more information.  

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Once your return has been received into our head office it can take up to 7-10 business working days for the refund to be processed.

PLEASE NOTE: For all purchases made during THE COCO SALEplease see THE COCO SALE 2022 FAQ above for more information.  

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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

PLEASE NOTE: For all purchases made during THE COCO SALEplease see THE COCO SALE 2022 FAQ above for more information.  

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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

PLEASE NOTE: For all purchases made during THE COCO SALEplease see THE COCO SALE 2022 FAQ above for more information.  

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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.

No, as we have made shopping our sale easy and simple. The 30% Off discount will automatically be applied upon checkout.

Thank you for shopping with us during our THE COCO SALE 2022.

Due to the increase of orders we are experiencing during The Coco Sale 2022we are experiencing a slight delay in dispatch timelines.

All orders purchased during The Coco Sale 2022 will begin dispatching from the 12th of January. Orders may take up to 7-10 business days (excluding weekends) to be dispatched.

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. 

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