Terms and conditions
Please read our Terms and Conditions carefully before placing any orders. By placing an order, you enter into an agreement with us and accept these Terms and Conditions. We may modify the Terms and Conditions from time to time. If you do not agree to any change to the Terms and Conditions then please immediately stop using the website. Any changes made after you have placed an order will not affect that order unless we are required to make the change by law.
HOW TO SHOP ONLINE
a. Shipping country
The Cocowai online store only offers products that we have in stock and that are published on www.cocowaicashmere.co.uk. Browse the site to select the items you like and add them to your shopping bag. Please note that all orders are subject to availability, and items in your shopping basket are not reserved and may be purchased by other customers until you have completed all checkout steps, and received confirmation of your order.
You can always view, change, or delete items in your shopping bag before you proceed to the checkout.
b. Submitting your order
Before proceeding to payment, you can review your order (including your total price inclusive of VAT and shipping charges) and make changes if needed. We will use your email address for delivery notification.
Please note that the order will not be valid if we cannot confirm the billing and shipping addresses that you provide.
Orders must be placed online or via telephone by calling +44 (0)1202 701888. Cocowai can accept orders by email, but cannot take card details by email, and your order will not be confirmed until you have received written confirmation from one of the team.
c. Payment
Payment for online store purchases can be made with a valid card by a provider accepted by Cocowai online. You will be required to provide payment details that you represent and warrant are both valid and correct and you confirm that you are the person referred to in the billing information provided. The total order sum will be checked and reserved against your credit/debit card until the time of dispatch from our warehouse.
The same payment terms apply to customers placing their order online as well as via telephone.
d. Order confirmation
You will receive an immediate online confirmation on your screen at the end of the checkout, as well as an email confirmation of your order from Cocowai.
e. Changes to your placed order
We will work as hard as we can to process and dispatch your order as soon as we can. However, once you have received an email saying that your order has been sent, then it may be too late to make any changes to your order. If you do wish to make changes to your placed order, or if there is any mistake made in registering customer contact or address details when placing the order, it is your responsibility to contact us at frankie@cocowai.co.uk, immediately, or better still by calling +44 (0)1202 701888 between the hours of 10am – 5pm GMT, Monday – Friday.
PRICING POLICY AND CHARGES
Prices are shown in British pounds (£/GBP) for shipments to addresses in the UK.
All prices displayed in the Cocowai online store include UK Value Added Tax (VAT) and exclude shipping fees. The shipping fees, where applicable, will be added to the order at the checkout stage and might differ based on which country your order is shipped to. If your order is being shipped outside of the UK, please contact us if you have any concerns. Please note that you will be liable for any import taxes that may apply. Please find more information about our delivery charges for each country in our DELIVERY OPTIONS section.
PAYMENT
Orders placed against a VISA card or MasterCard can be processed online or via the telephone (provided that the item is in stock online) by calling +44 (0)1202 701888. Cocowai cannot accept payment of orders via email.
Please note that all prices and product information on www.cocowaicashmere.co.uk are subject to change. We cannot provide information about, or guarantee item availability in our shops via the website; some items that can be seen online are only available, or may be sold out, in select stores.
DELIVERY & DESPATCH
Delivery costs are calculated at the checkout. You can refer to our full DELIVERY OPTIONS section for full delivery options and pricing. Please note that all prices, VAT, delivery times, and delivery charges will be adjusted depending on the country you would like your items shipped to.
Shipping fees in £ (GBP) will be displayed at the checkout.
Cocowai will take the greatest of care to be as accurate as possible when receiving and dispatching orders.
We will dispatch the approved orders as quickly as possible. UK standard delivery normally takes two to five working days (Monday – Friday) from the time of placing the order. Delivery times outside the UK may vary depending on where the order is to be delivered.
Please note that we only sell items that we have in stock. Items may sell out during the shopping session, and stock availability will be updated once you reach the checkout. We aim to dispatch all orders within 24 hours (Monday – Friday) with the exception of sale and peak periods where this may take longer. Estimated delivery times are to be used as a guide only and commence from the date of dispatch. Cocowai is not responsible for any delays caused by destination customs clearance processes, or courier delays due to adverse weather conditions etc.
If a delivery suffers a delay or if the delivery cannot be dispatched due to the goods not being in stock or other reasons, the customer will be informed about this as quickly as possible or at the latest 10 days after the order was placed. In this case, the customer will be given the option and has a right to terminate the agreement, free of charge. In the case of termination in accordance with this paragraph, Cocowai will refund the customer with the sum paid as quickly as possible, though at the latest within 30 days after termination.
The place of delivery is deemed to be the address that the customer makes known to Cocowai at the time of registering personal details and placing the order.
RIGHT OF RETURN/CANCELLATION
a. Our policy
We aim to be really fast at picking and packing, so please note that once your order has been placed and you have received an order confirmation email, it may not be possible to make any changes to your order.
If you wish to cancel your order please notify us immediately by emailing frankie@cocowai.co.uk or telephone +44 (0)1202 701888 between the hours of 10am – 5pm GMT, Monday – Friday. However due to despatch procedures we cannot guarantee that it will be possible.
You have the right to return your purchases within a period of 14 calendar days after the day of delivery of the goods. This means that you are allowed to change your mind and send back the goods you have received, without any obligations from your side. We trust that you will treat the product and its packaging with care - please return items undamaged and unused, with all Cocowai labels and tags intact.
Please Note: all sale items must be returned within seven calendar days after the day of delivery of the goods.
Returns that are damaged or soiled, washed, altered, or worn (other than to try on) may not be accepted, may be sent back to the customer and/or a refund refused. Once your return has been received, we aim to process it as quickly as possible. Please note that at peak times, it may take us longer than usual to process your return, up to a maximum of 14 days. We will notify you by email when we receive and approve your return. We will then issue a refund by the same payment method as your order within 30 days of you posting the return.
b. Exchanges
If you wish to exchange an item for another colour, or a different item altogether, then please call us on +44 (0)1202 701888 to arrange this, or you can return the original item for refund and order another.
c. Faulty goods
Goods are perceived faulty if they are damaged or dirty. Our cashmere is handloomed, and in many of the styles the yarn is also spun by hand. Natural irregularities will sometimes occur in the weave of each piece, which is part of its handmade beauty. Our very fine cashmere stoles are prone to snagging which we cannot take responsibility for. If your order however is faulty, you are entitled to a full refund including the costs of return.
NATURAL AND COLOUR VARIATIONS
We have made every effort to display as accurately as possible the colours of our products that appear on the Cocowai website. If there are colour variations between the colours shown on the website on your computer and the actual colours of the products, this may be due to the colour reproduction on your computer.
Careful consideration is given to the materials used in all our products. Your Cocowai cashmere product is made using the very highest quality of yarns available in the world. The totally handmade nature of each product must allow for natural irregularities in the weave and knit, and the dye of each product. The very nature of these differences is what makes every Cocowai piece completely unique.
TRANSPORT WARRANTY
All consignments that are sent are insured by Cocowai. If you discover any damage to the package before you open it, you must report this to the courier delivering it so that it is on record, and then let us know by email, with the consignment number of your package.
PROTECTION OF PRIVACY
The Data Protection Act 1998 sets out requirements for how we store and disclose your personal information. Cocowai assumes responsibility for all personal information that you make available to us. The details are used for verifying, accepting and processing delivery agreements and for managing the customer relationship thereby arising, pursuing outstanding payments, combatting fraud and misuse and complying with statutory regulations. The information is also used with your consent for Cocowai’s marketing activities.
Cocowai does not pass on any information to a third party.
APPLICABLE LAW
These Terms and Conditions and all disputes arising in connection with these Terms and Conditions or with the use of the website or with any purchase on the website shall be governed by British/English laws.
If any local mandatory consumer law provisions are applicable, Cocowai will consider such provisions and make country specific adjustments. Cocowai may modify or amend these Terms and Conditions at any moment. You are therefore asked to accept only the Terms and Conditions applicable at the time of purchase with each of your orders.
OWNERSHIP OF RIGHTS
All rights, including copyrights at cocowai.com and cocowai.co.uk remain with Cocowai. Any use of this website or its contents, including copying or storing it or them in whole or part, other than for your own personal, non-commercial use is prohibited without our permission.