Making a Purchase
Orders may be made online using our secure card payment facility. Please note our offices are open Monday-Friday 9am-5.30pm If you require assistance with an order, payment or size query you may also contact us.


Payment
Cocos Pet Emporium accepts all major debit and credit cards. Cards will be authorised and charged at time of order. Orders can be paid for by personal or business cheque made payable to Cocos Pet Emporium Ltd but please note that orders will not be dispatched until 5 working days after receipt of the cheque. Cocos Pet Emporium can also accept bank transfers as a form of payment, please contact us for further details, orders will be dispatched once the funds have cleared into our bank account. Payment should be made in UK pounds sterling

Credit Card Security
Cocos Pet Emporium uses “Secure Trading” process Credit and Debit card orders and all payments are encrypted to ensure your purchase is safe and secure. We do not store credit card details nor do we share customer details with any 3rd parties. We use SSL encryption when handing over personal information.

Delivery information

How long does delivery take?

We aim to dispatch orders within 3-5 working days.

If your order/part order is not in stock we will aim to dispatch these items within 10 days.

If, in the unlikely event, that we are not able to send your items within 30 days we will contact you and if you are in agreement arrange another time for delivery of your order. If we cannot arrange another time for delivery we will gladly refund any money you may have paid and/or cancel the order.

Some items are sent direct from our suppliers and delivery times may vary.

Special Order Items: Please allow approx. 10-21 days for items marked 'Special Order'

Merchandise is sent by either Royal Mail, Royal Mail Special Delivery (where requested and paid for), Recorded or by Parcel Force depending on the size and value of the goods.

Retail Postage & Packing UK £4.95 
Special Delivery UK: £9.50 
Saturday Delivery £15.00
Overseas £15.00

If your postage exceeds this amount we will call you before dispatch to confirm the price. Special rates may apply for bulky items and will be indicated against the product. If an order is returned, refused or unclaimed by the customer due to customer refusal, customer negligence/absence or by customer providing incorrect shipping information the customer will be contacted by phone and payment will be required to re-send the item.


Out of Stock Items

Cocos Pet Emporium will, upon receipt of your order contact you to advise if an item is out of stock and keep you updated as to the expected shipping time. We automatically ship all out of stock items once they become available. In the unlikely event that an item is permanently unavailable Cocos Pet Emporium will offer a full refund or a credit note to the value of the goods.

Returns Policy

Cocos Pet Emporium endeavours to ensure that all products are free from damage and defects. If however an item is damaged or faulty we will offer a replacement or refund to the full value of the merchandise.

Returns for Exchange (different sizes etc) must be received within 28 days of dispatch and it is your responsibility to manage the return and postage cost. (we recommend sending this recorded delivery) we cannot be held responsible for items if not received back. There will be a charge £3.50 to cover postage and handling. This is for the return of the new item to you.

ALL RETURNS AND EXCHANGES MUST BE RETURNED DEHAIRED AND IN THE ORIGINAL PACKAGING. A CHARGE MAY BE ENFORCED IF THIS INFORMATION IS NOT ADHERED TO.

If the product you have ordered is not the correct size for your pet, please e-mail us on our contact form on the website. Your account will be credited with the value of the products on receipt of the items. We are unable to refund postage costs. If you have any queries about the size please contact us first.

In order to initiate a return please advise us of the original order number when you e-mail us. Please inform us of any damages, faults or shortages within 7 days of the delivery date.

Please note Cocos Pet Emporium cannot accept returns of personalised items that are the wrong size/ colour or suitability.

We have to hold our hands up and admit we have made a mistake if we have unintentionally published inaccurate information on the site (e.g. the price, description or availability of a product you have ordered). In this instance we may have to cancel your order at any time up to the point we send you the product(s), even if you have received your Order Confirmation email, and you will receive a full refund of any charges already paid.

We are unable to accept refunds or product exchanges for any Christmas items after 24th December. We offer a size exchange to help you get the correct size for your pet.

Contacting Us 
Cocos Pet Emporium offices are open Monday to Friday 9.00am-5.30pm, we are closed Saturdays and Sundays and Bank Holidays.


You may contact us by

 Telephone: 02087696399

Email:

John@cocospetemporium.uk for customer support

Support@cocospetempotium.uk for business enquires


VAT
All prices shown on the Cocos Pet Emporium website are inclusive of VAT
If you believe your purchase should be VAT free you need to email us with your details so that we may review this.

Privacy Policy:
This privacy policy sets out how Cocos Pet Emporium uses and protects any information that you give Cocos Pet Emporium when you use this website. Cocos Pet Emporium is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement. Cocos Pet Emporium may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes. What we collect We may collect the following information: Name and payment details Contact information including email address Demographic information such as postcode, preferences and interests Other information relevant to customer surveys and/or offers What we do with the information we gather .We require this information to understand your needs and provide you with a better service, and in particular for the following reasons: To process your order and obtain payment Internal record keeping We may use the information to improve our products and services We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interests.
Security:
We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online. How we use cookies A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences. We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system. Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website. Links to other websites Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question. Data aggregation, analytics and profile creation We may analyse your browsing behaviour to draw inferences and create profiles about your personal preferences and behaviours. We may then use such information for the purposes described below; Behavioural advertising and cross platform targeting (a) Served by us We may use your information (including profile data) to serve you with advertising, which is relevant to you, on our websites and the websites of third parties. (b) Served by third parties on our websites Advertisers or other third parties using our website may also engage in behavioural advertising and use cookies and web beacons in the manner described above. We do not control these advertisers or other parties' use of cookies or web beacons or what they do with the information they collect. (c) Served by third parties on third party websites We may provide your personal information (including profile data) to third parties who may then use it in combination with personal information that they have collected from you to serve you with relevant advertising on third party websites. Controlling your personal information You may choose to restrict the collection or use of your personal information in the following ways: Whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen. You may request details of personal information which we hold about you under the Data Protection Act 1998. If you would like a copy of the information held on you please write to us. If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible. We will promptly correct any information found to be incorrect.