FAQ


Shopping:

I have tried to order items but they keep jumping out of my basket.
Please register before ordering, this will ensure that your products stay firmly put!

I have tried to add items to my basket, but it is still empty.
In order to use the shopping basket you must make sure that your Internet browser has cookies enabled. Go to your Internet Options settings in your browser, enable cookies and try again.

Can I place an order over the phone?
Yes, please call our Head Office on 020 8769 6399 Monday-Friday 09.00hs-17.00hs. Our friendly Sales team will be happy to take your order, please have your dogs' measurements to hand if you are unsure on the size to order.

Can I collect my order from your Head Office?
Unfortunately it's not possible to collect orders from our Head Office.

 

Payment:

What payment cards are accepted by COCOS PET EMPORIUM ?
We accept Visa, MasterCard, Visa Debit/Electron, 

How can I pay?
All major debit and credit cards and PAYPAL can be used through our secure payment pages. 

When will payment be taken from my account?
When you reach the final billing stage and press 'Submit Your Order' we will immediately contact your bank/card issuer for authorisation to take payment from your account. If the payment is authorised you will receive an e-mail within a few minutes confirming your order.

I have a Gift Voucher/Credit Note, how do I redeem it?
Simply enter your Gift/Credit voucher code at the check out. Your order will be credited with the amount due. You will then need to enter your payment Card details to complete your order but this will not be processed unless the transaction requires additional payment. If you experience problems with your Voucher Code, please contact us.

Can I change my Order?
If your order status is 'Awaiting Dispatch' then it may be possible to amend it, please call for assistance
020 8769 6399 

Can I cancel my Order?
If your order status is 'Awaiting Dispatch' then it may be possible, all cancellations should be notified by phone and email.
 

Shipping and Delivery:

What are your shipping costs?
Our charges for postage and packaging are detailed below:
Retail P&P
UK: £4.95
Special Delivery: £9.50
Overseas: £15.00 *
* Dependant on weight and destination, if your order exceeds this amount we shall contact you before dispatch to confirm the price.

COCOS PET EMPORIUM dispatches goods via Royal Mail or Parcel Force dependant on the size and value of your order.

Are there any countries that COCOS PET EMPORIUM does not ship to?
No! COCOS PET EMPORIUM are able to ship your order to where you need it, extra shipping costs may apply dependant on weight and destination, we shall contact you before dispatch to confirm the price.

When will I receive my order?
If the item/s you have purchase are in stock then we aim to dispatch it/them to you within 2-3 working days. If an item is out of stock, you should allow 28 working days for delivery, though we will make every effort to contact you to clarify this. Please allow a little longer for busier times such as November and December. Last orders for Christmas delivery will be detailed on our website.

I will not be in when my order is to be delivered, what do I do?
The carrier will leave a card informing of the attempted delivery, this card will also include instructions on how to obtain your parcel. Non-deliverable, refused and unclaimed orders. If any order is returned, refused or unclaimed by the customer due to customer refusal, negligence or absence, or the provision of incorrect shipping information we shall attempt to contact you. However, COCOS PET EMPORIUM reserve the right to recharge all shipping costs to enable us to resend the order.
 

Returns:

Can I return an item for an exchange or refund?
Yes, simply complete the returns form provided with your order and send back to the address detailed. We recommend that you use a secure method of delivery as COCOS PET EMPORIUM cannot be held responsible for non receipt of returned items. We advise to allow 28 days from the date of receipt by ourselves to enable us to deal with your return. PLEASE ENSURE THAT ALL ITEMS ARE HAIR FREE, THERE WILL BE A CHARGE FOR THIS SERVICE.
 

Refunds:

Please note that we can only refund your item/s if they are unused and returned within 14 days from the date of dispatch. Where any goods are returned for refund exceeding this 14 day period but within the 28 day exchange period, COCOS PET EMPORIUM will issue a credit note for the value of goods returned. Sale items are excluded from refund or exchange unless proven faulty. PLEASE ENSURE THAT ALL ITEMS ARE HAIR FREE, THERE WILL BE A CHARGE FOR THIS SERVICE.
 

Exchanges:

You may exchange items up to 28 days from date of dispatch, if there are no suitable item/s to exchange,
COCOS PET EMPORIUM will issue a Credit note to the value of the goods returned. Sale items are excluded from refund or exchange unless proven faulty. PLEASE ENSURE THAT ALL ITEMS ARE HAIR FREE, THERE WILL BE A CHARGE FOR THIS SERVICE.

I have received the wrong item, what do I do?
Every effort is made to dispatch your order correctly and promptly, unfortunately, occasionally errors can occur. If the item you receive is not what's detailed on your order, please contact ourselves immediately on support@cocospetemporium.uk or by telephone 020 8769 6399 / 07944189914 quoting your name, address, contact and order details.

What if the item I have received is faulty?
If your item is faulty, please return it to the address on Contact page, providing your full name, address and contact details. We will send you a replacement immediately.

Can you confirm that you have received my return?
Unfortunately we can't confirm receipt of your return. We do recommend that you use a secure delivery method such as recorded delivery, this way you will be able to trace your delivery. COCOS PET EMPORIUM cannot accept liability for non receipt of any returned goods.


General:

How do I measure my dog?
Please refer to our Measure your Dog site pages for full details.

How do I wash my garments?
We advise that all items are Hand Washed separately in warm soapy water, reshaped and allowed to dry naturally.

Other queries?
We are happy to assist with any other queries, call us 020 8769 6399 / 07944189914 Please see our Terms and Conditions as detailed under the DISCLAIMER section of this website