Help

At cocoribbon.com we make every effort to ensure your purchase gets to you quickly, safely and in the most cost effective way possible. To this end, we have several delivery services available and, where possible, you can choose how you would like your order to be delivered. Please note, however, that the delivery of your order may be restricted to a particular service depending on the size, price, weight and chosen destination of the package. We endeavor to dispatch all orders within 24 hours however we do ask for your patience during busy periods.

Your order will be packed and dispatched, provided:

1. The item you have chosen is in stock

2. The delivery address has been verified

3. Payment has been approved

We will send you an initial email confirming receipt of your order; then a further email confirming that your order is ready for dispatch along with your shipping reference number. Orders can be delivered to either business or residential addresses, however all packages will require a signature on receipt of delivery. It is customary for the dispatch companies we use to leave a notification card with their contact information if the delivery address is unattended at the time of delivery, however this may not always be the case. Coco Ribbon will not take responsibility if a notification card is not left in any instance.

How much will next day delivery within Australia cost and what time does my order need to be in by for this service?

Next day courier delivery within Sydney Metro for orders made before 3pm - $10.95   (to your door signature required)

1 - 2 days Australia Post Recorded delivery within Sydney - $4.95 to $9.95 depending on weight of shipment

2 - 5 days Australia Post Recorded Delivery (non-Sydney) -  $7.95 to $9.95 depending on weight of shipment

For the above orders must be placed before noon Monday to Friday. Orders are processed during working hours Monday to Friday so please allow the specified number of working days from placing your order to receipt of delivery. For example if you order on Friday at 5pm deliveries will be made on:

Tuesday or Wednesday for 1-2 day delivery service and not Monday 

Please Note: Next day delivery cannot be guaranteed in all circumstances. Very rarely delays are unavoidable. At any stage please feel free to contact thegirls@cocoribbon.com if your delivery is delayed

How much do you charge for international delivery and what are the tax implications?

International Delivery from Australia to anywhere in Asia and New Zealand is $25.00

Depending on your location, international delivery takes between 3 -10 working days and costs $19.95.  

If you are ordering from Europe, the USA or Middle East please refer to our UK CocoRibbon.com site by clicking UK in the bottom right corner of the homepage. 

If you would like your order sooner, we can arrange delivery by DHL but costings do vary.  To talk to us about your international order please either email thegirls@cocoribbon.com

Please note: cocoribbon.com is unable to calculate local customs and sales taxes with all international deliveries. You may be notified by your local customs authority once your order has reached your country. They may calculate the total amount of customs and sales tax which may need to be paid before you receive your goods.

Please note there is the possibility of duty charges for all orders delivered outside Australia. Coco Ribbon is not responsible for paying these charges.

On what conditions can I return or exchange an order and what is the process?

Customer service is of premier importance to us at Coco Ribbon. Your confidence in us and the service we provide is our number one priority. We believe our returns policy is fair and open, however, there are some stipulations that we make in the interest of efficiency:

How do I return something?

In the event of a refunded return, we require that you return the new and unused goods to us with all the original labelling attached within 7 days (UK), 14 Days (International) of receiving the goods. New and unused means there are no marks on the item or wear on the tags and the item has been returned to us in its saleable condition. Coco Ribbon will not accept returns for any non-faulty items that have been worn, washed and/or tags removed. Upon receipt of an order, if any item has been received with no tags, customers should notify us (by phone or email) on the same day if they wish to return. We strongly advise all customers to check garments thoroughly upon delivery before removing any attached tags. For hygienic purposes, returns/exchanges on swimwear, lingerie and cosmetics cannot be accepted. Please note, Coco Ribbon cannot refund shipping and/or delivery charges whether they be within the UK or abroad. We ask that all International customers are aware that all international customs duties and sales taxes cannot be refunded. All items purchased on the Coco Ribbon UK website must be returned at the responsibility of the sender to the UK returns and exchanges address below.

Coco Ribbon cannot be held responsible for items lost or delayed when being returned.

How do I exchange something?

In the event of an exchange, items are subject to product availability and the customer will incur any shipping costs for returning items to be exchanged. We can only exchange an item for a different size, style, and colour subject to our stock availability. All exchange enquiries can be made by contacting thegirls@cocoribbon.com with EXCHANGE in your subject heading. Exchanged items can only be dispatched after the returned goods have been received and undergone a quality control check back at head office. Any further returns of exchanged items outside the stated timescales will again be at the customers cost for shipping and refunded only as a Cocoribbon.com credit note which may be redeemable online with a voucher code. Coco Ribbon credit notes are valid for 3-months from the date of exchange.

The four steps to returning or exchanging an item:

1.    Email thegirls@cocoribbon.com to notify us typing your ORDER NUMBER and either RETURN, EXCHANGE or CREDIT NOTE in the subject line

2.    Return the new and unused item(s) to us with all labels attached within 7 days (AUS), 14 days (international) of receiving them

3.    To ensure items are adequately protected in transit, we recommend you send them in the original packaging provided and registered.

4.     Complete the returns/exchange form provided with your order and enclose with returned items to the address below:

COCO RIBBON – RETURNS

70 Rawson Ave

Queens Park

NSW 2022

Australia

We recommend that you send all items insured and/ or registered when sent through the mail as we cannot take responsibility for packages which we do not ship ourselves.

If you accept my return how quickly will it take for my credit card to be refunded and what will be refunded?

Once your package has been returned to us within the above stated time frame unless otherwise authorized by the directors at cocoribbon.com, we will begin to process your refund request. Each item will undergo a quality control check and once verified your refund will be processed in the original payment format as your purchase was made within 30 days of the date of cancellation notice. All undamaged, correctly returned products will be credited to the original purchaser’s credit card including GST however excluding customer excluding shipping charges. You will be notified via email to the address listed on your account when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from Coco Ribbon.

Please note: If we receive your return in a condition which we feel is not fit for exchange or refund we shall get in touch with you to discuss moving forward. Coco Ribbon reserves the right to refuse a return or exchange for any item sent back in a condition where the item has been used or damaged. Only Items which Coco Ribbon can confirm as new and unused will be eligible for a return or exchange, so that they have reached our returns department within the time frame outlined above (unless otherwise organized). Coco Ribbon will not accept returns or exchange goods for any non-faulty items that have been worn, washed and/or with tags removed.

A refund or exchange will not be issued for items which fail to meet our standards set forth above.

What if I received a gift that I would like to change?

If someone has sent you a special gift from Coco Ribbon but it wasn’t quite right, then you can return it in exchange for a CocoRibbon.com credit note. In the event of a gift return, we require that you return the new and unused goods to us with all the original labelling attached within 7 days (AUS), 14 Days (International) of receiving the goods.  The credit note will allow you to choose from something from CocoRibbon.com for up to three months from the date of purchase. On returning the gift you will be contacted by head office and issued an online credit note code which you will be able to use within 24 hours. Please be aware that you will be required to pay any difference in cost and any additional shipping, taxes and import duties.

How do I use my Coco Currency Gift certificate?

Our Coco Ribbon Currency is a form of gift certificate and as such as valid for 6-months.  Your Coco currency will come with a voucher code for you to use on CocoRibbon.com.  Simply go shopping at CocoRibbon.com and type in your voucher code at check-out.  This will automatically deduct the amount you were given.  Please note that if you do not spend your full voucher at the one time, a credit for the balance is not possible - so make sure you choose items that match or are more than what you have been given. 

Can I track my international delivery?

We understand that you and your loved ones are all over the world and we will happily deliver to you our wonderful delights. Depending on your location, International delivery takes between 3 -10 working days. A signature is required upon receipt for all International deliveries. You will receive your shipping reference number in our second confirmation email. All international deliveries will be able to be tracked and traced on our courier’s web site www.dhl.com using your delivery reference number. We will then contact you once the order is complete and ready for dispatch along with your shipping reference number. Orders can be delivered to either business or residential addresses. However, to ensure your order reaches you safely a signature is required at the delivery address in exchange for the order. Should the delivery address be unattended at the time of deliver, a delivery card will be left in the letterbox advising the customer to contact the shipping company to arrange a time for the order to be delivered – all contact information will be on the delivery card.

If you require information about the status of your order please email thegirls@cocoribbon.com with your ORDER reference in the subject line.

How long does delivery normally take?

The following table is an indication of the some of the popular countries we deliver to and the expected delivery times.

Location	1-2 Days	2-5 Working Days	5-9 Working Days
Australia next day	X
Australia 2-day		X
New Zealand		X
Middle East			X
Asia			X

Is there anything else I should know about delivery?

In calculating when your order will arrive, start with the day in which the above three prerequisites have been met and count only business days thereafter.

Orders can be delivered to either business or residential addresses. However, to ensure your order reaches you safely a signature is required at the delivery address in exchange for the order. Should the delivery address be unattended at the time of delivery, a delivery card will be left in the letterbox advising the customer to contact the shipping company to arrange a time for the order to be delivered – all contact information will be on the delivery card.

If you require information about the status of your order please email thegirls@cocoribbon with your ORDER number in the subject line.

What is your discount policy?

If you are issued with a discount code through either Coco Ribbon or a third party please note this is not applicable to items already on sale.  Discount codes are issued and applicable for full priced items only.