Returns & Refunds | Coco Gift Shop

Important Note on Personalised Items

Most of our items are hand-finished to your exact specifications. According to UK Consumer Law,personalised or bespoke goods cannot be returned or refunded unless they are faulty or not as described.

14-Day Return Window

For non-personalised items, you have 14 days from the date of receipt to request a return. The item must be unused, in its original packaging, and in the same condition that you received it.

How to Request a Return

To start a return, please follow these steps:

Contact us at contact@cocogiftshop.com with your order number.
Specify the reason for the return (and provide photos if the item is faulty).
If your return is accepted, we will send you instructions on where to send your package.
Items sent back to us without first requesting a return will not be accepted.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. For faulty personalised items, we will offer a replacement or a full refund at our discretion.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Need help?

Email us at contact@cocogiftshop.com with your order number and reason for return.