CYBER MONDAY DELAYS
Due to unprecedented volumes over Cyber Monday and with the Royal Mail strikes, we are working as quickly as possible through a backlog of orders. Our warehouse are a small team and all of them are working flat-out long tiring shifts to try and get as many orders out the door as possible. The time between order date and dispatch is currently up to 6 working days. Please allow 6 working days for your order to ship before contacting our Customer Service team.
ROYAL MAIL STRIKES
**PLEASE NOTE** Royal Mail strikes are unfortunately beyond our control and Royal Mail will not be collecting orders from us on these days. Please allow a bit of extra time for your order to arrive if ordering around these dates. For up to date info on the strikes please visit https://www.royalmail.com/latest-news
Please also note that during the Strikes, Next Day Delivery will still be available to purchase for customers who want their mail to be prioritised after the strike. Thank you for your patience.
UK STANDARD: £2.95
UK EXPRESS: £4.95 (order must be placed by 2pm and is only valid Monday-Friday)
**Please note that Express Delivery is not available for Tough, Personalised, Clear, Limited Edition Phone Cases or iPad Cases. If you opt for Express on these items you will be refunded the difference between standard and Express**
EUROPEAN DELIVERY: £4.50 (FREE when you spend over £40)
INTERNATIONAL DELIVERY: £5.50 (FREE when you spend over £60)
USA/CANADA DELIVERY: FREE
Please note: we cannot be held responsible for any additional fees incurred at customs for international deliveries.
UK STANDARD: 2-5 working days
UK EXPRESS: 1-2 working days
EUROPEAN DELIVERY: 3-5 working days
WORLDWIDE DELIVERY: 5-7 working days
Please note, our warehouse team only work Monday-Friday and Royal Mail only collect from us on these days. So if you order on a Friday at 3pm with Express Delivery this will not ship until the following Monday.
You should receive a card through your door if no-one is at home to collect your parcel. It will then be sent to your local Post Office.
Yes, you will receive a tracking number when your order is dispatched. On the rare occasion that the tracking number is missing, please drop us an email and we'll be able to send it to you. Please note, we cannot send tracking numbers for International Orders as these are sent untracked.
If you are in the UK and have not received your order within 6 working days of the date on which you ordered, or outside the UK and have not received your order within 20 days of the date on which you ordered then please drop us an email on firstname.lastname@example.org.
On the rare occasion that items are not delivered and have been lost in the post, we will send out a replacement.
Please note - we cannot be held responsible if the address you have given is incorrect. It is the responsibility of the customer to give a complete and accurate address to ensure correct delivery of the parcel is made.
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.
This period is extended to 75 days for Christmas orders.
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
**Only products returned in perfect condition and in their original packaging will be refunded.
Please note that TOUGH, PERSONALISED, SAMSUNG, CLEAR, LIMITED EDITION & BIODEGRADABLE PHONE CASES & IPAD CASES ARE NON REFUNDABLE/EXCHANGABLE.
We also cannot accept returns on earrings for hygiene reasons.
Refunds will be processed within 5 working days from when we have received your products. It can take up to 10 working days for the refund to show in your bank account.
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.
Original postage costs will not be refunded unless an item is damaged/faulty.
If you spent over £25 and qualified for free UK delivery, we will deduct £2.95 when part of the 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 get proof of postage otherwise we cannot be held responsible if the item goes missing on its return.
Of course! We send replacements out free of charge once we have received back your incorrect size. Please send your order back to the following address and please include a note with your name, order number and write what you would like to exchange it for.
Coconut Lane Exchanges
Unit 7, Nimrod
De Havilland Way
Please keep an eye on your emails as we will email you if there's any issues with your exchange.
Personalised items are non-refundable, even if you make a mistake, so please double triple check everything is perfect before placing an order! This is the case for all our custom-made items including Tough, Clear and Samsung Phone Cases.
We have a 30 day return policy, so please be sure to send anything back to us within this time frame so that we can process your refund.