Help
Standard delivery is 2 - 3 working days and calculated based on the weight of your order which can vary from £3.50 to £9.95. Delivery of some fashion garments however may take longer so if, for example, you require a dress by a certain date please let us know and we will do our best to get it to you within your specified time-frame.
All 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 1pm deliveries will be made on Tuesday not Monday.
How much do you charge for international delivery and what are the tax implications?
Depending on your location, international delivery takes between 3 -10 working days. A signature is required upon receipt. If you are based in Australia, Asia or the Southern Hemisphere you may prefer to order from our Australian dollar site www.cocoribbon.com.au
Shipping Rates Based on Country:
WITHIN EUROPE: £9.95
US AND CANADA: £12.00
REST OF THE WORLD: £16.95
Please note: cocoribbon.com is unable to calculate local customs and sales taxes for any international deliveries. Depending on the value of what you order 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 by you before you receive your goods. This is usually if an order is over £1000 but it could also apply if your order is less.
How do I return or exchange something?
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 (UK), 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:
Intermail plc
Horizon West
Canal View Road
Newbury
Berks RG14 5XF
*We recommend that you send all items insured and/or registered as we cannot take responsibility for packages which we do not ship ourselves.
On what conditions can I return an order?
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:
We require that you return the new and unused goods to us with all the original labelling attached within 7 days (
When can 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.
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 timeframe stated above (otherwise at the discretion of Coco Ribbon) we will 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 48 hours of your goods being returned. We will send you notification of this refund once it is All undamaged, correctly returned products will be credited to the original purchaser’s credit card excluding the original shipping and gift wrap charges if relevant.
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 this. 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. Coco Ribbon cannot accept returns or exchange goods for any non-faulty items that have been worn, washed and/or with tags removed.
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 working days (
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 3-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. 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 2-3 working days 2-5 working days 7-10 working days UK X
Europe X USA X Rest of world 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.
What is you refunds policy?
Customer satisfaction is of premier importance to us at Coco Ribbon. Your confidence in us and the service we provide is number one priority. We believe our returns policy is fair and open, however, there are some stipulations that we do make in the interest of efficiency:
-
In the event of returns or an exchange, we require that you return the new and unused goods to us with all the original labeling attached, within 7 days ( UK ), 14 days (International).
-
Please take extra care when trying on garments to reduce risk of make-up marks.
-
For Shoes must be in their original, undamaged box as this is considered part of the product. We are unable to accept or exchange shoes with scratched or dirty soles
-
Gift returns can only be exchanged for a CocoRibbon.com currency to be redeemed within three months of purchase date
-
Exchanges can only be made for a different size of the product originally bought, depending on availability. Simply select the alternative size above in comments. If you wish to exchange your item for a completely new style, you will need to return it and place a new order. Shipping is free on resending replacement items. If you are based outside the EU you may need to pay duties and taxes on any replacements.
-
All correctly returned items will be refunded as credit note or to the original purchaser’s card. The amount refunded will include outbound shipping costs but exclude the cost of return. Outside the EU, customs duties and sales taxes are non-refundable
-
New and unused means that there are no marks on the item or any wear on the tags. Coco Ribbon is not responsible for any item that is not returned in the manner set forth above.
-
All accurately returned goods will be refunded onto the purchasers credit card on receipt of the goods to the UK address above
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:
