Courier Services:

We offer the following delivery service options:
- Standard (DPD)
- Premium (DHL)


DPD

DPD - 2-3 working days.


DHL

DHL transit time - 1-2 working days delivery, depending on delivery location.

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Christmas 2024 Delivery Information:

To ensure a delivery before Christmas Day 2024, please note that your order will need to be submitted to our website by midday on the 19th December. For any orders placed after this time, we cannot ensure that they will be fulfilled in time for a Christmas delivery. Many couriers are not collecting from our warehouse after the 20th December, so any orders placed after midday on December 19th may not be delivered until the New Year. All of our teams will be back to work as usual from 2nd January 2025.

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General Shipping Information:

Please allow for 1 full business day for your order to be fulfilled in our warehouse. This includes all orders placed with standard and express delivery services. All orders are fulfilled on business days only.

Orders placed before 2pm on business days are normally dispatched on the same day. Orders are not fulfilled or dispatched on weekends or UK Bank Holidays. 

Orders are shipped from Mainland UK and typically delivered within 1-3 days of your order being dispatched, depending on the delivery service you choose at the checkout. 

All deliveries are handled by external couriers, therefore please note that Cocochoco has no control over actual delivery times. Once the order has been dispatched from our warehouse, the delivery service is responsible for safely getting your parcel delivered to the address you have provided in your order. If you are experiencing any delays with your orders (and have a tracking number to quote) then please contact the courier directly for an update on your parcel.

Please note any customers in the Highlands or Islands will have a minimum of 2-3 business days delivery. Please bear in mind that delivery may take longer during busy seasonal periods, and may be delayed if there are strikes / other postal issues occurring. 

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Delays:

Please note couriers across the board are having a difficult time keeping up with an unprecedented demand on their services. The main factors being courier strikes, weather issues/road closures, and the additional volume going through the network. We are sorry if you experience any delays with your orders, but unfortunately they are out of our control, and we cannot guarantee exact delivery times. If you receive a delivery notification from the courier, please act on it. If you are not at home, either rearrange the delivery address or delivery time directly with the courier. It is possible that in cases where changes are not made and nobody is home, the courier will mark the parcel as 'return to sender'. This cannot be undone.

If your delivery was dispatched by our team, but the item has not been received, we will need to conduct a full investigation with the couriers to determine the whereabouts of the parcel. Only once this investigation has been completed will we be able to offer a resolution. Similarly, if the item is shown as 'delivered' by the courier, but you claim to have not received it, we will need to investigate before offering a resolution. We apologise for any inconvenience. 

Once your order is dispatched, we will send you a tracking number via email. Please note that once the items have been fulfilled, orders cannot be cancelled or amended in any way. If you wish to make any changes to your delivery details, you will need to contact the courier service directly. Please monitor the progress of your parcel, and contact the courier directly if you see a failed delivery attempt.

We have no control over the specific dates and times of the delivery, it will depend on the courier service delivering your order. On the day of delivery, you will receive a pre-alert text message with your delivery hour window. We provide couriers with the delivery address & phone number supplied by you when ordering. If there is any issue with delivery, or if they require further directions, they will contact you directly. If you are not going to be at home to accept the delivery, we recommend using the link provided to you by the couriers to amend either the address or delivery date to ensure someone is there to receive the order.

If nobody is at home, the next steps will be decided entirely by the courier; they may leave it with a neighbour, in a safe place, or re-attempt delivery on the next working day. There will be a maximum of three attempts to redeliver. In rare cases, the order may be returned to us (again, this is decided by the courier, and can be actioned by them in cases where there are multiple failed delivery attempts). In these circumstances, we cannot provide the courier with additional instructions or details; Once an order is marked as 'return to sender' we cannot amend this or reroute it. In these cases, please get in touch with our support team for more information. There may be a re-delivery fee associated with re-sending the order to you.

Please be aware that we only deliver to the shipping address you specified when you placed your order. Once the purchase has been shipped, we are not responsible for any alterations the receiver makes to the package, such as selecting a safe place or providing specific directions to the courier.

If you have any issues with the products you have ordered or received, please contact us immediately. Orders cannot be amended or cancelled once they have been fulfilled  by our warehouse team. If you have an issue after this time and wish to cancel, unfortunately it will not be possible. 

Because of the nature of our products, for health and safety reasons we cannot accept returns of open cosmetics. Refunds are issued only when a product arrives to us sealed, intact and in the original packaging. If an order is retuned to us and does not meet these conditions, our team will be in contact with you to detail next steps. We do not offer refunds on dispatched orders. If you or the courier providing the delivery service are returning the order to us, please note the refund will be issued once the parcel arrives back at our warehouse. Please note that we do not provide return labels, and the cost of return will fall to the customer.

If you wish to exchange items, please ensure that you only return sealed, unused cosmetics to us. Exchanges will be processed similarly to returns; the exchange item will only be shipped out once the original item arrives back to our warehouse, and we ensure that the item is sealed and unused. If the exchange is voluntary, for example you have purchased the wrong item, you will need to pay the additional shipping fee for the new item to be sent out, as well as the difference in price (if any). 

You have 14 days from the date of purchase to return a product. If you have any other issues with your order, you must get in touch with us within 5 days of receiving your order. In the event that you receive a damaged parcel or parcel containing damaged or missing items, it is crucial for you to take pictures of the condition in which the items arrived. These photographs serve as necessary evidence for us to initiate a claim with the courier service.
This photographic evidence is essential for processing your claim. Without these images, we regret that we will be unable to accept or proceed with your claim.


RETURNS AND EXCHANGE CORIOLISS
In accordance with EU Directive 2011/83/EU on consumer rights, customers have the right to return or exchange a product within 14 calendar days of receipt. If a customer wishes to exercise this right, they must inform us of their decision to return the product and must return the product to us in its original, unused condition, along with the original invoice and product manual. Upon receipt of the returned product, we will exchange it or issue a refund for the full purchase price to the customer within 14 calendar days.

If the product is found to be defective or damaged, we will replace it with an identical or similar product at no additional cost to the customer.

Please note that for hygiene reasons, returns of certain items may not be accepted. Additionally, if the product is damaged during transportation, please contact us immediately and provide the order number along with a description of the issue.

In the case of a return of exchange for any reason, the customer will be responsible for the cost of return shipping. Products being returned must include the warranty document that came with the item, along with proof of purchase.  Without this documents we will not be able to start the exchange or refund process. To initiate a return or exchange, please contact us and provide the order number,  and any relevant images.


WARRANTY CORIOLISS

The warranty of any of the products distributed by CORIOLISS may be voided by any of the following circumstances:
- Important information: The warranty document will be inside the booklet that comes with your product. Please keep this document, as this will be the only way we can assist you with any returns or exchanges.
- Incorrect use, handling or maintenance by the customer of the purchased product.
- Incorrect repair, modification or extension by the customer of a product.
- Deterioration, removal or concealment, by the customer, of the manufacturer's identification label. In other words, any damaged material without packaging or with obvious signs of improper handling will not be accepted.
- Damage caused by accidental breakage.
 

Any loss or damaged in return transit are the responsibility of the customer, so be sure to keep a record of your tracking number as a reference.

If you have any questions about our products, or any other queries relating to Cocochoco, please free to get in touch with us via email, live chat, or on social media (Facebook, Instagram) via the links at the bottom of our webpage. 

POLICY
By making a purchase, the customer agrees to the terms outlined in this policy.