DELIVERY & RETURNS

Shipping options

  • UK Standard (2–4 working days): a small flat rate, and it’s on us once your order passes our domestic free-shipping threshold.
  • UK Tracked Express (24–48 hours): available on orders placed before the daily cut-off, Monday to Friday only (Bank Holidays are not included).

When you select standard shipping, orders leave our warehouse within 1–3 working days. During exceptionally busy spells this window may stretch a little further. Your delivery estimate begins counting from the day the parcel is actually dispatched.

Our warehouse operates Monday to Friday and the courier only collects on those days. So an Express order placed after the Friday cut-off won’t go out until the following Monday.

  • Europe (4–7 working days): a low flat rate, free once your order reaches the European free-shipping threshold.
  • USA Tracked (4–8 working days): a flat tracked rate, free over our US threshold — fully landed, with tariffs already included.
  • Canada Tracked (4–8 working days): a flat tracked rate, free once you pass the Canadian threshold.
  • Australia (4–7 working days): a flat rate, free over the Australian threshold.
  • Rest of World (5–15 working days): a single flat shipping rate.

Orders heading to Europe or the Rest of World may incur customs charges, duties or import taxes. These are set by the authorities in the destination country, vary with the value of the parcel and local rules, and are the responsibility of the recipient — they are not part of the total you pay at checkout.

We are currently unable to ship to the following destinations: Argentina, UAE, Mexico, North Macedonia, Ukraine, South Africa, Peru, Colombia, Ecuador, Uruguay, Côte d’Ivoire, Saudi Arabia, French Polynesia, Bermuda, Cayman Islands, Costa Rica, St. Barthélemy, Panama, Malaysia, Réunion, Senegal, Kazakhstan, Philippines, Moldova, Bosnia & Herzegovina, and Israel.

What if I’m not home when it’s delivered?

If your parcel is small enough to fit through your letterbox, the courier will post it straight to your delivery address. If it won’t fit, they’ll leave a card explaining how to collect your order.

Can I track my order?

Yes — a tracking number is sent to you as soon as your order is dispatched.

Standard shipping isn’t a live-tracked service, so it will usually only update once delivery has been made or attempted. For fully trackable shipping, choose Express at checkout.

In the rare event your tracking number is missing, just email us at cocopupdogs@gmail.com and we’ll send it over.

What should I do if my order hasn’t arrived?

If you’re in the UK and haven’t received your order within 6 working days of dispatch — or outside the UK and it hasn’t arrived within 20 working days of dispatch — please email us at cocopupdogs@gmail.com.

On the rare occasion an order is lost in transit, we’ll arrange a replacement for you.

Please note — we can’t be held responsible if the delivery address entered at checkout is incorrect or incomplete. It’s the customer’s responsibility to provide a complete and accurate address so the parcel can be delivered safely.

RETURNS & EXCHANGES

How do I return my item?

We’re really sorry to hear you’re not happy with your order. Your satisfaction means everything to us — if you’d like to send something back, you can do so within 30 days of the delivery date.

To start a return, email us at cocopupdogs@gmail.com and we’ll share the correct returns address. Be sure to pop a slip with your order number inside the parcel before sending it back.

If you’re returning from abroad, please include the destination country on the address as well.

Everything sent back must be clean, unused and in the same condition it left our warehouse, with all original tags still attached. Items that arrive soiled, worn or without tags can’t be accepted and the return will be declined — in that case the product is sent back to you at your own cost. This keeps us in line with relevant health and safety regulations.

Please note: the items listed below are NON-RETURNABLE. Please do not send any of these back for an exchange or refund.

  • Personalised Phone Cases
  • Tough Phone Cases
  • Car Coasters
  • ID Tags
  • Tree Decorations
  • Whistles

Refunds are processed within 5 working days of us receiving your products, and can take up to 10 working days to appear in your bank account.

Return postage is paid by you unless the item arrives damaged or faulty, in which case we’ll ask for a photo as evidence — just email us at cocopupdogs@gmail.com first.

Original shipping costs aren’t refunded unless an item is damaged or faulty.

If you return your item using an untracked service, please keep your proof of postage, as we can’t be held responsible if it goes missing on the way back to us.

Can I exchange my item?

Absolutely! Once we receive the item you’d like to swap, we’ll send the replacement out free of charge. Email us at cocopupdogs@gmail.com to get the return address, then include a note with your name, order number and exchange request inside the parcel.

Keep an eye on your inbox — we’ll email you if there’s anything we need to confirm about your exchange.

Please note: the items listed below are NON-RETURNABLE. Please do not send any of these back for an exchange or refund.

  • Personalised Phone Cases
  • Tough Phone Cases
  • Car Coasters
  • ID Tags
  • Tree Decorations
  • Whistles
Can I return personalised items?

Personalised items can’t be returned — even if there’s a typo — so please double and triple check that every detail is perfect before you order!

The same applies to all of our made-to-order items:

  • Personalised Phone Cases
  • ID Tags
  • Car Coasters
  • Tree Decorations

Please note Tough Cases are produced to order and are therefore non-returnable.

How long do I have to return my item?

Our returns window is 30 days, so please make sure anything you’re sending back reaches us within that time so we can process your refund or exchange.