Terms and Conditions

Refund Policy
Coco Oil by Cocoface

SHIPPING METHODS AND RATES
Our orders are shipped and delivered Monday through Friday, excluding major holidays. Our standard shipping carrier is royal mail. Standard shipping will take between 2-5 business days. We offer free shipping (UK only).

INTERNATIONAL ORDERS
We do ship outside the UK. Your shipping costs will be calculated at checkout. If you have any questions please email us at talktococo@cocoface.com

SHIPPING CONFIRMATION
At checkout, an email will be sent to you with a confirmation of your order. Once your order has shipped, you will receive another email confirming this. Tracking information will be included in the second email and you can check the status and shipping updates of the order. Should you have any questions about your order status, please email us at talktococo@cocoface.com.

CANCELLATION OR ALTERATIONS TO ORDERS
If you need to change an order you have already placed, please email us at talktococo@cocoface.com with the subject ‘Important: Change to my Order’+ Order Confirmation Number. This must be done within 5 hours of placing your order during business hours. Note: once we have begun to prepare an order, it is not possible to cancel. Refunds for cancellations are applied once we provide confirmation.

REPORT A PROBLEM
If your order is missing a product, contains a damaged item, or other concern, please email pictures to us at talktococo@cocoface.com. To expedite your request, please send us your order confirmation number in your email.

RETURNS & EXCHANGES
If you are not happy with the product, email us within 30 days of receipt of purchase at talktococo@cocoface.com We will send you a pre-paid return label and replace or refund your product according to our policy, as below: 

Products must be returned in new or gently used condition. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund or replacement.

If your refund is approved, a credit will automatically be applied to your card or original method of payment, within a 5-10 business days. If you are returning a damaged item, we will gladly exchange it for a new product upon it getting back to us.

Our coco oil is coming to you 100% pure and natural and the consistency will change depending upon the temperature and surrounding climate. We cannot accept returns due to consistency issues.

We cannot offer refunds for sale, discounted, gift or promotional items.

If you buy our products from an unauthorised retailers or other unauthorised sources, we regret that we cannot offer you an exchange or refund or otherwise assist you with any problems that you may encounter. ??Should you have any other issues, questions or further information regarding our products, please email us at talktococo@cocoface.com, and we will be happy to help you.