How long will it take to get my Order:
Providing the item is in stock, all orders are sent out the same day (orders received before 2.00 pm). You can select guaranteed tracked next business day delivery or standard delivery which is Royal mail first class delivery which normally takes 1-2 days but cannot be guaranteed. International orders are sent be courier and can take 1-5 days (click here to find specific times and costs on).
Do you deliver outside the UK:
We are happy to send out to anywhere in the world by courier service. Click here to find details of costs and delivery times for your country.
How much does delivery cost:
The following Dispatch options are available:
- Standard UK Delivery (available on orders less than £150) £3.50
All orders received before 2 p.m. will be sent out on same day First Class Royal Mail to arrive within 2 days (not guaranteed) - no signatures required. Orders received after 2.00pm will be sent out the following day.
- Express/Registered UK Delivery (on orders over £150* and Express Orders) £6.00
Orders received before 2. p.m. (Mon-Thurs) will be sent Business Post to guarantee next day delivery - signatures required. Orders received after 2.pm will be sent out the following working day. Next Day Delivery is not available for weekend delivery, therefore Express Orders received before 2 p.m. on a Friday will be delivered on Monday. (If you require Saturday delivery, please contact us for a quote.) (* this is calculated excluding promotional discounts).
My country does not appear on the International Delivery List:
Don’t worry, if your country does not appear on the list, please email us at email@example.com and we will quote for you. There are, however, some countries that we do not deliver to because customs and duty costs incurred to the customer are excessive and unpredictable.
How do I know what size to get?
You will find first hand fitting tips for each product which aims to guide you in to the right size. However, if you are still unsure, we are at the other end of the phone or email to offer advice. Also, remember returns are fast and free so, if you don’t get it right first time, we will rectify it fast.
How do I Return unwanted Items?
Coco Bay offers a free return/exchange service within the UK so that, if you are in any way dissatisfied with the Goods you have ordered, you can return them to us free of charge (using the free returns label enclosed with your order) and we will exchange them or give you a full refund of the price of the Goods (not including the postage).
We do ask that you return your items within 10 days and ‘as new’ (please click here for details).
To enable you to return Goods to us free of charge, we enclose a postage paid Returns Label with your order. This does not need to be taken to the Post Office to be posted but we recommend that you get a 'Certificate of Posting' free from the Post Office which will enable us to action your refund or replacement should the returns Goods be lost or delayed in the post.
Please allow up to ten working days for your Goods to be returned to us by post.
I have lost my returns form and I want to send some items back?
Don’t worry you can still send back your order for a return or exchange. Please just make sure you enclose a note with your name and address and instructions for return or exchange. The Freepost address is as follows:
Coco Bay Freepost, SCE4804, Beech Rose, High Wycombe, HP11 1BR
Have you received my returned Items?
Returns/Exchanges are turned around as soon as we receive them and you will be notified by email on receipt. If your return requires a refund, your account will be credited immediately – please allow 3-5 days for this to show up in your account.
In the unlikely event that you have not heard from us within 10 days of you posting your return. Please contact us and we will get back to your urgently.
I have received an incorrect or faulty Item?
We apologise sincerely for any rare picking errors and will sort out any issues straightaway. Please just contact our team and we get back to you urgently.
What are your opening hours?
Obviously our on-line shop is open 24/7 but our customer’s service team do need to take a break occasionally! We therefore offer phone and email support from 9-5 Monday to Friday. We also try to deal with urgent emails over the weekend but cannot guarantee an immediate response outside our office hours.
I am having technical Issues on the site?
Please contact us if you are having technical problems. It would really help us if you could provide the following information in order that we can try and fix this as quickly as possible.
- As much detail as you can about the issue
- Screen shots of any error message you get
- Which web browser you are using (e.g. Internet Explorer, Firefox, Chrome, Safari etc.)