Delivery, Returns & Exchange

Delivery

Please note currently we only deliver to UK Mainland, Jersey and Guernsey. Free UK standard delivery on all full price products, this applies to UK mainland deliveries only. Delivery to Jersey and Guernsey at a flat rate. As each item is made with love and care, our standard delivery time will be 14-16 working days from acceptance of your order, unless it is a made to measure item. If we happen to have the item you need at hand, we will send it right away and delivery will be much quicker.

We will always do our best to have your order with you on the specified date / time. However, unforeseen circumstances can arise that are out of the control of Coco Boots, the courier, or both which may cause a delay. Although we will do everything to prevent this from happening, it may not always be possible. With this in mind, any delivery timescales should be taken as a guideline and not a guarantee of delivery date. We will make contact with you as soon as we are made aware of any delay to your order.

 

Returns

We cannot be responsible for interest charges made by your credit card company whilst waiting for returns to be refunded to your card / bank account.

You can return any item for a refund within 28 days of receipt if you are not completely satisfied with it. Returned items must be returned to us unworn and in the original condition you received it from us, in the original packaging and accompanied by the invoice. We will assume your order is cancelled and we will refund the full amount to you.

We advise you to send your shoes back via a recorded post service and get a proof of postage as we cannot be held liable for any goods lost in transit to us. The items are your responsibility until they reach our office. Regrettably we don’t refund postage fees incurred by customers upon returns.

Please send us an email to mk@cocoboots.com to notify us of any returns. Once your goods are accepted back into stock you will be issued with a refund. We can only refund the card originally used for payment. Please tell us why you are returning your item(s) to help us to improve our service and goods in the future. We endeavour to process postal return refunds as soon as possible, but please allow 10 working days to be credited in your account.

Exchange

You can exchange any item within 28 days of receipt if you are not completely satisfied with it. Returned items must be returned to us unworn and in the original condition you received it from us, in the original packaging and accompanied by the invoice. We will give you an exchange as required and arrange for delivery to you; This constitutes a new and separate contract between you and Coco Boots.

We advise you to send your item back via a recorded post service and get a proof of postage as we cannot be held liable for any goods lost in transit to us. The items are your responsibility until they reach our office. We will cover the postage for exchange items sent to customers, limited to the value of £12 through Myhermes and to one exchange return. Any additional items or further exchange postage costs will be charged to the customer.

Please send us an email to mk@cocoboots.com to notify us of the exchange, the reasons for the exchange and the exchange item you require. Once your goods are accepted back into stock you will be issued with an exchange item. We endeavour to process exchanges as soon as possible, but the exchange delivery time will depend on the availability of the exchange stock you require. We will let you know of expected delivery times.

For damaged or faulty items

Simply return the goods to us with a proof of purchase. Any products we supply to you will be of satisfactory quality. If we deliver a product to you that is not of satisfactory quality, you can contact us at mk@cocoboots.com for a replacement or a refund together with photos of the damaged items. We will request you to return the goods to us with a proof of purchase. Please do not return damaged or faulty items before contacting us first. We will not refund any postage (or myhermes) costs incurred if items are returned without notification to us. If we have been notified upfront and the items are faulty, we will cover the returns costs through Myhermes, limited to £12 with an appropriate insurance option.

Address and Postage Costs
Return items in a mailing sack (do not tape the box) in original packaging to: 
Authentic Spanish Boots
4 Vale Close
Epsom
Surrey
KT18 6HL

 

All original packaging should be included. Please ensure you get Proof of Posting Receipt with adequate insurance as the item remains your responsibility until delivered to us. We will not be liable for refunds/exchanges on items missing in the post. We recommend Collect+ or MyHermes as cheaper postage options for boots but Royal Mail is also suitable. Visit www.collectplus.co.uk or www.myhermes.co.uk find your nearest shop and follow the instructions online. Select ‘to send’ tab and not ‘returns’.  This service costs approximately £12 (including insurance) compared to a minimum of £18 at the Post Office for a standard pair of boots with appropriate insurance.

 

Refunds for Made to Measure Service 

Made to Measure items are non-refundable. We take no responsibility for inaccurate measurements. Should the item be unsuitable due to an error during manufacture (and only for this reason), contact us and we will find a satisfactorily solution.

Should we need to return the item to the factory in Spain for alterations due to the inaccurate measuring by the customer, all costs for shipping and any alteration required are to be borne by the customer upfront and not by Coco Boots.

The foot bed of the boot is not made to measure, a standard size must be selected, only the measurements requested on our measuring recommendations chart are made specifically to the customer.

Made to measure items can take up to 12 weeks for delivery. 

We do not accept returns or exchange requests for made to measure orders if it is unsuitable. You do not have the right to return your item if you have provided the incorrect details or measurements.

Please be sure of suitability before purchasing. To cancel your tailor-made order or made to measure order you must notify us within 48 hours post purchase.