Returns and Exchanges

In the unlikely event you’re not happy with your item, our service promise to you is to exchange it free of charge for a different size or colour.  We’ll discuss this with you when you contact us to arrange your return.  If you’ve decided you do wish to return your order, please take a look at our returns policy below.

1. How Do I Return My Order?

Returning your order, whether in full or only part of it, is easy. Once you’ve notified us of your wish to return product(s), our friendly Customer Service team will walk you through all the steps required. All you will then need to do is visit your local post office to send back to the address, and with the reference number, we’ll provide.

Call 0333 577 1668 or email team@cocospuppyboutique.co.uk, stating your name and email address with which the order was placed, order number, and details of the item you wish to return.

Your order must be returned unused and with all original packaging and accessories it arrived with, for a refund to be processed. Coco’s Puppy Boutique reserves the right to withhold any refund if further investigations find that any product has been used or damaged in any way after it was received by you.

Please package the items you wish to return carefully and securely in the original packaging and send back to us within 14 days of receiving your order. When returning, it is highly recommended you obtain proof of postage as returns/refunds of products that do not arrive with us won’t be able to be processed. 

2. My Items Are Damaged, Missing, Not Working Correctly, Or Not As Described

If your items are damaged, missing, not working correctly or not as described then something has gone wrong and we want to know about it. Please contact our Customer Services team and we will investigate this immediately.

Dependent on your query we will either issue you a full refund for your item(s) or send replacement goods for you.

Where items are damaged, not working correctly or not as described, our Customer Services team will kindly ask you to return these products to us at your earliest convenience. In these instances Coco’s Puppy Boutique will issue you a full refund for the item(s), including the cost of deliveries both for receiving and returning your order.

3. I’ve Changed My Mind - Can I Send Back My Order?

Yes, no problem.

You just need to tell us within 14 days of receiving your order if you’d like to return any items and we will help you with this, 

As Section 1 above, simply call or email us with your details, your order number and the items you’d like to return and we’ll provide full details of where you need to return to, plus give you a reference number to include when you send your product(s) back.

If you do change your mind you would however be required to pay for the cost of returning the items to us.

4. When Will I Receive My Refund?

Your refund will be provided within 14 days of us receiving your returned product(s).

For security purposes refunds can only be provided to your original payment method.

5. Can I Exchange An Item?

Coco's Puppy Boutique are happy to accept exchanges​ if for example you'd like a different size or colour product, within 14 days of receiving your order.

If you'd like to exchange an item, please email team@cocospuppyboutique.co.uk stating your original order number, the product(s) you'd like to return and the product(s) you'd like to exchange these for.

If these requested product(s) are in stock we will provide returns details to return your original product(s) to, and reserve your stock for exchange. You will be required to pay for postage to return your original product(s) to us.

Your product(s) must be returned unused and with all original packaging and accessories it arrived with, for an exchange to be processed. Coco’s Puppy Boutique reserves the right to withhold any exchange or refund if further investigations find that any product has been used or damaged in any way after it was received by you.

Please package the items you wish to return carefully and securely. When returning, it is highly recommended you obtain proof of postage as returns/refunds of products that do not arrive with us won’t be able to be processed. 

Once your original product(s) have been checked and processed successfully we will issue you an invoice for the cost of delivery for your exchange product(s). If your exchange product(s) is a higher price than your original product(s) this invoice will also include the difference in price between the respective items. Upon payment of this invoice we will despatch your order within 2 working days.