FREQUENTLY ASKED QUESTIONS
Do I have to register for an account to make a purchase?
No, you don’t need to create an account to shop at Coco and Kandy.
Why should I register for an online account?
Creating an account will make placing follow-up orders much faster as your address details will be pre-filled in the checkout process. Also, all your orders will be displayed in a single overview which makes it easier to follow the status of your orders. Each order also contains a direct link to the tracking number of your parcel to make it convenient for you to stay up-to-date with the shipping status of your order. Registering for an account provides many benefits. Upon registration you are enabled to; save frequently used address information, save items to a wish list and check out faster
How do I register for an account?
To register your account, just click the “Create account” button at the start of the checkout process or click on “Sign Up” on the top of each page and follow the instructions. As soon as your account has been registered, you will receive a confirmation email. To register for an account, you will need to have a valid email address and choose a password. YOU can also do this from the home page.
How do I login to my account?
You can login by pressing the “Log In” button on top of the right-hand side of each page. After clicking the ” Log In” button, you should enter the email address which is associated with your account as well as your password. Upon clicking the “Log In” button, you’ll be redirected to your personal customer dashboard.
How do I place an order?
You can place an order by placing an order online or either by contacting customer service.
To contact customer service, click here. To learn more about placing an online order, click here
I have forgotten my password – What should I do?
To reset your password, just click the “Forgot password” link in the login page and enter the email address which is associated with your account. After clicking on “Submit”, we’ll send you an email with a link to reset your password. We will not include the password in the email which we send to you.
Is my personal information private?
To process and deliver your orders properly, we need some personal details, like your name, address, phone number and bank details. Coco and Kandy take privacy seriously; we treat your personal details confidentially and ensure that our customers can make their purchases in a secure buying and payment environment.
For more information, please read our Privacy Policy in full.
What if my size is not available online?
If your size is not available within the size selection, then this size is unavailable for online purchase at this stage. If you would like to check availability, please leave your email address and we will notify you as soon as the item becomes available.
How do I change the quantity of products in my bag?
You can remove items or change your quantity of products from the shopping bag, accessible in the top right corner of the website.
How do I change the address in the checkout?
Your shipping address can be edited in the checkout phase prior to placing your order.
Can I change or cancel the order after I have placed it?
Unfortunately, we are not able to change the items in an order once the order has been placed. We can however cancel an order at any point before it ships out. You can then place a new order for the correct product/s. To cancel your order please contact our team ASAP as all orders leave our premises at 12pm CST daily. To contact please email info@cocoandkandy.com
Where can I find my order details once it has been placed?
Once you click place order, we will send you a confirmation email with your purchase details. You can also view your order history from the account page on the website.
Where do I find the tracking number for my order?
Once your order has been shipped, you will receive an email or SMS with your tracking number. You can then use this number to follow the progress of your shipment.
How long will it take for my order to arrive?
For European shipments, delivery times are normally 2-3 business days; For Outside Europe normally 5-10 working days with DHL Express.
I’m having problems placing an order. What can I do?
We recommend that you first check to make sure all of your billing information is the same as it appears on your credit card statement. If you continue to experience problems placing an order, please contact our customer service. One of our customer service agents will be happy to provide assistance. To contact customer service, click here
Will I get a receipt when I order?
Yes. As soon as your order is placed, you will view a receipt page with your order confirmation number. A copy of your invoice will also be emailed to the email address that you specified on your order. You will receive this email after placing your order.
What’s the status of my order?
We process all orders within 2 working days after the order was placed. You’ll receive a shipping confirmation as soon as your order leaves our warehouse. Please note that it can take up to 24 hours after that for your tracking link to update. If you did not receive a shipping confirmation or you have questions about your order, you can always reach out via info@cocoandkandy.com. We are always happy to help!
If an item is out of stock?
If you would like to be notified when a product is back in stock online, choose the out of stock size on the product page and select notify me. You can then enter your email address to receive a message from our team when we have your size available.