shipping + returns

Thank you so much for shopping with Coco Billie, it really does mean the world to us and our small business.  Every order makes our hearts feel so happy and we hope that when you receive your order, your heart feels happy too x

Please read the below Shipping and Returns Policies carefully as when you place an order, it constitutes your agreement with Coco Billie (ABN 71 192 871 906).

 

SHIPPING

We currently post products within Australia and New Zealand only. We use Australia Post to help us get our products to you.

RATES

For postage within Australia, we offer flat rate shipping of $9.95 and any orders over $150.00 we offer free shipping.  We can post your order by Express Post at the rate of $15.00. 

We offer free delivery 15km within the Geelong 3220 region.  We also offer free delivery to the Golden Plains Shire.

For postage to New Zealand, we offer flat rate shipping of $15.95 or $29.95 for Express Post.

Please note that for heavy or bulky items, additional costs may be incurred.  We’ll contact you before processing your order to discuss options (such as paying any additional costs or modifying your order).

DISPATCH TIMEFRAMES

We process all orders within 2 business days of receipt of payment. Once an order is processed, we’ll do our best to dispatch orders on the same business day or the next business day.  If you require your order urgently, please contact us and we will do our best to dispatch it as quickly as we can.

We ask for your patience as this handling period may vary, for example, if we have a high volume of orders or during sale periods.

You acknowledge that we’re not liable for any delay in dispatch of your order.

DELIVERY TIMEFRAMES

Delivery times will vary between orders – we’ll do our best to let you know when to expect your delivery, however this is largely dependent on the delivery service provider. As a guide, your orders should arrive within 2-5 business days, unless advised otherwise.

DELIVERY ADDRESS

It’s your responsibility to make sure that your postal address details are correct - we won’t be responsible for any incorrect or failed delivery if you don’t supply current, accurate postal address details. If your order is undelivered due to your error and returned to us, we reserve the right to require you to pay further postage fees or terminate this agreement and issue a refund in accordance with this agreement.

ORDERS LOST IN TRANSIT

When we dispatch your order, we will give you a tracking code for you to track the progress of your order.

If you’re concerned that your order has been lost or misdelivered, we ask that you contact us as soon as possible, so that we can investigate. You understand that while we’ll investigate your missing order, we make no representations as to responsibility or liability for any lost or misdelivered order. In the event of items lost or damaged in transit, you acknowledge that our liability is limited to the amount of any compensation we are able to recover from the delivery service provider, less our reasonable costs of investigating and applying for any compensation, unless otherwise required by law.

 

RETURNS

For all returns, please contact us at info@cocobillie.com.au within 7 days of receipt of your goods to obtain prior approval stating whether you wish an exchange or refund for the goods. 

We will endeavour to provide an exchange of the goods if requested, however may not have a replacement in stock at the time.  This will be communicated to you and a credit note or refund will be offered.  Once approved, we will provide you with further instructions on how to return the goods.  We recommend when returning any goods, they be sent with tracking to ensure they do not get lost.  We will contact you via email once we have received the returned goods.

In accordance with Australian Consumer Law, we will happily exchange or provide a refund on any goods in your order if your goods are damaged or faulty in any way on delivery.  We check all goods prior to posting and will only accept returns of damaged or faulty goods if the goods were damaged or faulty when delivered to you.  We will check any goods upon return and if they appear to have been damaged after receipt by you, we will not accept it as faulty or damaged and therefore will not provide a refund or exchange.         

 Please note we will only offer a refund or exchange if:

  • The goods are in a new, unused, unworn (if applicable) condition with original packaging intact and labels attached;
  • You can provide proof of purchase;
  • The product is not a sale item;
  • We receive the request (via email as stated above) for a return within 7 days of receipt of your order.

We do not offer refunds for change of mind.  We also will not offer a refund if goods are a different colour to what it appears on your screen (except where the goods are in fact incorrect ie pink instead of blue).  We will provide an exchange, if stock is available, where the incorrect size was ordered.  All shipping costs will be your responsibility.

Please note that for hygiene reasons, we cannot provide any exchanges or refunds on teethers, headbands or beanies unless faulty.

ORDER CANCELLATIONS

We currently do not accept order cancellations.  All orders are final once payment has been made.

 

If you have any queries in relation to our Shipping and Refunds Policies, please do not hesitate to email us: info@cocobillie.com.au