Making a Purchase
Orders may be made online using our secure card payment facility. Please note our offices are open Monday-Friday 9am-5.00pm If you require assistance with an order, payment or size query you may also contact us.
Payment
Cocos Pet Emporium accepts all major debit and credit cards. Cards will be authorised and charged at time of order. Orders can be paid for by personal or business cheque made payable to Cocos Pet Emporium Ltd but please note that orders will not be dispatched until 5 working days after receipt of the cheque. Cocos Pet Emporium can also accept bank transfers as a form of payment, please contact us for further details, orders will be dispatched once the funds have cleared into our bank account. Payment should be made in UK pounds sterling
Credit Card Security
Cocos Pet Emporium uses “Secure Trading” process Credit and Debit card orders and all payments are encrypted to ensure your purchase is safe and secure. We do not store credit card details, nor do we share customer details with any 3rd parties. We use SSL encryption when handing over personal information.
Delivery information
How long does delivery take?
We aim to dispatch orders within 3-5 working days.
If your order/part order is not in stock, we will aim to dispatch these items within 10 days.
If, in the unlikely event, that we are not able to send your items within 30 days we will contact you and if you are in agreement arrange another time for delivery of your order. If we cannot arrange another time for delivery, we will gladly refund any money you may have paid and/or cancel the order.
Some items are sent direct from our suppliers and delivery times may vary.
Special Order Items: Please allow approx. 10-21 days for items marked 'Special Order'
Merchandise is sent by either Royal Mail, Royal Mail Special Delivery (where requested and paid for), Recorded or by Parcel Force depending on the size and value of the goods.
Retail Postage & Packing UK £4.95
Special Delivery UK: £9.50
Saturday Delivery £15.00
Overseas £15.00
If your postage exceeds this amount, we will call you before dispatch to confirm the price. Special rates may apply for bulky items and will be indicated against the product. If an order is returned, refused or unclaimed by the customer due to customer refusal, customer negligence/absence or by customer providing incorrect shipping information the customer will be contacted by phone and payment will be required to re-send the item.
Out of Stock Items
Cocos Pet Emporium will, upon receipt of your order contact you to advise if an item is out of stock and keep you updated as to the expected shipping time. We automatically ship all out of stock items once they become available. In the unlikely event that an item is permanently unavailable Cocos Pet Emporium will offer a full refund or a credit note to the value of the goods.
Returns Policy
Cocos Pet Emporium endeavours to ensure that all products are free from damage and defects. If, however, an item is damaged or faulty we will offer a replacement or refund to the full value of the merchandise.
Returns for Exchange (different sizes etc) must be received within 28 days of dispatch and it is your responsibility to manage the return and postage cost. (we recommend sending this recorded delivery) we cannot be held responsible for items if not received back. There will be a charge £3.50 to cover postage and handling. This is for the return of the new item to you.
ALL RETURNS AND EXCHANGES MUST BE RETURNED DEHAIRED AND IN THE ORIGINAL PACKAGING. A CHARGE MAY BE ENFORCED IF THIS INFORMATION IS NOT ADHERED TO.
If the product you have ordered is not the correct size for your pet, please e-mail us on our contact form on the website. Your account will be credited with the value of the products on receipt of the items. We are unable to refund postage costs. If you have any queries about the size, please contact us first.
To initiate a return please advise us of the original order number when you e-mail us. Please inform us of any damages, faults, or shortages within 7 days of the delivery date.
Please note Cocos Pet Emporium cannot accept returns of personalised items that are the wrong size/colour or suitability.
We have to hold our hands up and admit we have made a mistake if we have unintentionally published inaccurate information on the site (e.g. the price, description or availability of a product you have ordered). In this instance we may have to cancel your order at any time up to the point we send you the product(s), even if you have received your Order Confirmation email, and you will receive a full refund of any charges already paid.
We are unable to accept refunds or product exchanges for any Christmas items after 24th December. We offer a size exchange to help you get the correct size for your pet.
