Terms & Conditions
Coco & Luna would like to thank our customers for their business and greatly appreciate your support. Our aim is to ensure our customers have a positive experience when purchasing from Coco & Luna enabling us to develop an enduring relationship. Accordingly, the Terms and Conditions set out below apply to all Coco & Luna transactions.
Coco & Luna reserve the right to change these Terms and Conditions at any time without prior notice. Please refer to the applicable Terms and Conditions prior to making any purchase on the Coco and Luna site.
ORDERS & PAYMENTS
Once you have placed your Coco & Luna order you will receive an email confirming receipt of your order. We will then package your order and at the point of dispatch you will receive a second email confirming dispatch and containing the tracking number for your order.
It is very important that you check your postal address on the website prior to completing your order. If a mistake to the postal address has been made, please contact us ASAP and if the order has not yet been posted we will amend the address. However, we cannot accept responsibility for address mistakes not communicated or communicated after postage.
DELIVERY INFORMATION
Coco & Luna uses Royal Mail and DPD as its preferred postal service providers. We cannot be held responsible for any delays experienced in the service provided by these companies.
Postage rates will vary depending on the size and weight of each order. This charge will be made clear during the checkout process.
Free shipping is applicable to orders over £50 in value, this relates to goods only.
Coco & Luna aims to dispatch all orders within five working days of order receipt. If you have not received an email confirming dispatch of your order within five working days of placing your order, please contact us to discuss.
The dispatch time for bespoke orders may exceed five working days, please contact Coco & Luna to confirm.
Please note if your order includes a combination of standard website items and bespoke items, the shipping time for the entire order will likely exceed five working days, again please contact to confirm.
PRODUCTS & SERVICES
Coco & Luna have made every effort to display as accurately as possible the colours and images of the products available in our store. We cannot guarantee that the colour settings on your browsing device will be accurate.
Crystals are created by Mother Nature and therefore it is to be expected that they may have natural crack lines or small holes. Crystals may also contain other minerals; these are normal inclusions that develop over time whilst the crystal is growing naturally. These natural features can enhance the beauty of the base crystal by adding additional character. Where possible Coco & Luna will identify any natural crack lines or inclusions on the photographs on the item product page. If on receipt of your order you are not satisfied with the natural lines or inclusions, please refer to the section on returns and refunds.
DAMAGES
Coco & Luna work hard to ensure all items are suitably protected during shipping. However, if you receive an item you are dissatisfied with, please contact us within 24 hours of receipt of your order at: cocoandlunashop@gmail.com . Please ensure you include your name and order number with a photograph of the item you are not happy with. We will aim to reply to your email within 48 hours.
RETURNS & REFUNDS
It is very important to Coco & Luna that you enjoy your online experience with us. However, we also appreciate there may be occasions where you wish to return items. Therefore, our returns policy gives you 14 days from receipt of order to return your order to us. If 14 days have gone by since receipt of your order unfortunately, we cannot offer a refund. It is important that you retain proof of your postal return and any postage costs you incur when returning your order will not be refunded. When returning items, we recommend you use a signed for postal service for your protection.
To be eligible for a return, items must be in a saleable condition and in their original packaging. If the item is not in its original packaging or is damaged there is no obligation for us to process a refund.
Once the return has been received and inspected, we will communicate receipt of the return by email and notify you of any refund due. Any refund will be processed using your original method of payment. Please note we do not refund shipping costs incurred on the original order.
If you have received communication from Coco & Luna that a refund has been processed please allow a few days for receipt of the refund. If you have not received the refund after a few days, please contact you bank or credit card company. Please note there is often a processing delay by your bank or credit card company so please allow for this. If you have followed the above but still have not received your refund please contact: cocoandlunashop@gmail.com .
Please note bespoke and sale items are exempt from being returned.
DATA PROTECTION & PRIVACY POLICY
This policy explains how your personal information is collected by Coco & Luna when making an online purchase.
Shopify is used to power the Coco & Luna online store, please refer to: https://www.shopify.com/legal/privacy to see how Shopify uses your personal information gathered when ordering.
Coco & Luna is respectful of customer privacy and will not share any personal information with a third party not related to the processing of your order.
DATA COLLECTION
During the Coco & Luna order process some of your personal information will need to be collected. This may include, but is not exhaustive of your name, address, telephone / mobile phone number, email address and payment information.
This personal information may be used to:
- Process your order, arrange postage and notify you of any shipping information
- Send you information relating to current special offers and any website updates
- Communicate with you in relation to any enquiries you may have
Under GDPR (General Data Protection Regulations) regulations, you have the right to access the personal information we hold relating to you and you can ask that this information be either corrected, updated or deleted. Please contact: cocoandlunashop@gmail.com if you would like to exercise these rights.
When you place an online order with Coco & Luna we will retain your order information unless you ask us to delete this information.
CONTACT US
For more information relating to any of these Terms and Conditions or if you have any general questions, please contact us at: cocoandlunashop@gmail.com or direct message us via Instagram.