What are your delivery costs?
- USA CANADA DELIVERY: $15.00 (FREE when you spend $50) (FULLY LANDED COST, TARIFFS INCLUDED)
- CANADA DELIVERY: $12.00 (FREE when you spend over $100)
- EUROPEAN DELIVERY: £4.50 (FREE when you spend over £40)
- INTERNATIONAL DELIVERY: £5.50 (FREE when you spend over £60)
- UK STANDARD: £3.95 (free when you spend over £30)
- UK EXPRESS: £5.95 (order must be placed before 14:00 and is only valid Monday - Friday). **Express Delivery is not available on custom made items (Tough, Personalised, Clear, Samsung and Limited Edition Phone Cases as well as Personalised iPad Cases)**
Please note: we cannot be held responsible for any additional fees incurred at customs for international deliveries.
How long does delivery take?
USA/CANADA: 3-6 working days from dispatch
UK STANDARD: 3-6 working days from dispatch
UK EXPRESS: 1-2 working days from dispatch
EUROPEAN DELIVERY: 3-5 working days from dispatch
WORLDWIDE DELIVERY: 5-7 working days from dispatch
Please note, our Warehouse is only open Monday - Friday and Royal Mail only collect from us on these days. So if you order on a Friday after 14:00 with Express Delivery, this will not be dispatched until the following Monday.
What happens if I am not home when they deliver?
You should receive a card through your door if no-one is at home to collect your parcel. This will detail how to obtain your order.
Can I get a tracking number?
Yes, you will receive a tracking number when your order is dispatched. In the rare occasion that the tracking number is missing, please pop us an email and we'll be able to send it to you.
What should I do if my order has not arrived?
If you are in the UK and have not received your order within 6 working days of the date of dispatch, or outside the UK and have not received your order within 20 days of the date of dispatched then please drop us an email on hello@coconut-lane.com.
On the rare occasion that items are not delivered and have been lost in transit, we will send out a replacement. However, we cannot be held responsible if the address entered at checkout is incorrect. It is the responsibility of the customer to give a complete and accurate address to ensure safe delivery of your order.
Please note that if the Royal Mail tracking number shows that your parcel has been delivered, you will need to contact Royal Mail to get a reference number before we can look into organising a replacement.
How can I return an item?
We're so sorry to hear that you are not happy with your Coconut Lane products. We want you to be 100% satisfied - if you would like to return an item you can do so within 30 days of the delivery date.
To return your order please send it to the following address and make sure you include a slip with your order number inside.
Coconut Lane Returns
Unit 7, Nimrod,
De Havilland Way
Witney
OX29 0YG
**Only products returned in a new and unused condition as well as in their original packaging will be refunded or exchanged**
Please note, all items listed below are NON-RETURNABLE. Please do not send any of these items back for an exchange or refund.
- Tough Phone Cases
- Personalised Phone Cases
- Samsung Phone Cases
- Clear Phone Cases
- Limited Edition Phone Cases
- Personalised iPad Cases
- PopSockets
Refunds will be processed within 5 working days from when we have received the return. It can take up to 10 working days for the refund to show on your original payment method.
You will be required to pay return postage for an item unless it arrives damaged or faulty in which case we will require photographic evidence. If this has happened please contact us via email on hello@coconut-lane.com in the first instance.
Original postage costs will not be refunded unless an item is damaged or faulty. If you spent over £25 and qualified for free UK delivery, we will deduct £2.95 when part of the order OR the whole order is returned (if this means the new order subtotal is below £25). This is to cover our initial delivery fee and the processing of the return.
If you choose to return your item using normal untracked delivery then please ensure you obtain a proof of postage that states our address, unfortunately we cannot be held responsible if a return is lost in transit and there is no valid proof of postage.
