Coronavirus is having a significant impact with Australia Post and they are experiencing substantial delivery delays due to limited flights, social distancing and increased parcel volumes.

They have advised that they are behind at least 3 weeks on domesetic orders and 6-8 weeks on international and are trying their very best during this difficult time. Once your order has left our warehouse you will receive a tracking number and it may not be scanned again until delivery. Please keep checking that tracking number it should eventually move taking into consideration the delay. We appreciate your understanding at this hectic time. Please check for international updates here as some countries have suspended delivery service due to closed borders: https://auspost.com.au/about-us/news-media/important-updates/coronavirus/coronavirus-international-updates#international

DELIVERY

$10 Standard Delivery

We deliver orders Australia wide using Australia Post's e-Parcel system. The postage cost is calculated by cubic weight and is charged at $10 for orders*  We aim to dispatch your order within 2-4 working days. Standard orders should be received within 10 working days from dispatch. Please note during busy sale periods we aim to dispatch your order within 4-6 working days, please bare with us! *Large, bulky and oversized orders are charged a $17.50 per item which will be shown at checkout.

Large and oversized items

Large and oversized items have a freight fee of $17.50 per item

International Delivery

Postage and handling outside Australia and New Zealand starts from AUD $50.  All customers placing international orders will need to provide further identification. At checkout, once you have entered your shipping address, the shipping cost will be displayed for you to select and confirm. Items over 20kg cannot be shipped internationally. We aim to dispatch your order within 2-4 working days. International orders should be received within 2-4 weeks from dispatch. We are unable to ship to all countries 

Delivery Time

Due to the services offered by Australia Post and Star Track Express, unfortunately we are unable to provide the actual delivery time. We make every effort to have the goods delivered between the specified days as listed above (between 8.00am and 5.30pm), and in most cases the goods do arrive in this period, however sometimes (due to unforeseen circumstances) delays do occur and delivery is not guaranteed. We recommend you use a business delivery address where possible as this tends to be easier for Australia Post and StarTrack, and there is generally someone always available to sign for your parcel. 

Extra Delivery Costs

If there is no one at the delivery address to accept the order a re-delivery charge might apply. This charge varies depending on the size of the item and the distance from the courier base to the delivery address. The courier will leave a calling card to organise another delivery day. If you change the delivery address after the goods have left our warehouse an extra delivery charge will apply.

Delivery during busy periods

We offer some very enticing promotions from time to time throughout the year. Please allow an extra few days for delivery during sale periods. If your order is delayed due to a stock shortage, you will be contacted by phone or email. If you wish to cancel your order due to longer than expected delivery times you may do so. Kindly note that sometimes the 'Express Delivery' option might not be available during busy periods to ensure our warehouse can cope with the increase in orders.

More Information

We are happy to answer any questions you may have regarding your order and delivery. Please contact our Customer Care Team by email at hello@cocoonababy.com.au or give us a call (02) 8069 8963.

 

Return

Refunds & Exchange Policy

We understand shopping online is different! That is why we promise to provide the best products possible. However, if you are in any way dissatisfied with your purchase we will happily exchange, or provide a credit for most things you would like to return.

Return Procedure

1. Please email hello@cocoonababy.com.au or call us on 02 8069 8963

2. Return you purchase within 14 days of purchase date and the original receipt

3. Return items must be unused, in it's original condition and packaging with all instruction manuals and accessories

4. is not gift cards, e-vouchers, discontinued item or an item that was reduced to clear or on sale  

5. is returned together with any free or bonus items that were provided with the item at the time of purchase

6. Return at your own expense and packaged up well (we recommend tracking/signature too)

7. Sorry NO returns on international orders

Change of Mind:

We encourage all customers to choose wisely when making a purchase as we does not offer refunds on change of mind items. Your statutory rights under the Australian Consumer Law, if you want to return an item (at your own expense) because you have changed your mind, we will gladly offer you an exchange (new shipping charges apply) or credit note for items returned within 14 days of purchase (this excludes sale and clearance items).

Faulty Goods & Warranty Claims:

Refunds and exchanges are available to customers who have purchased a faulty or defective product. In order for a refund or credit note to be processed, original proof of purchase must be provided when returning the goods for warranty assessment. After we receive the parcel and warranty issue is approved we will refund, exchange or credit note your purchase and original shipping costs will be refunded on products deemed faulty. Shipping costs on items sent outside Australia are not refundable. Refunds will only be made by the original payment method, and in the case of credit cards only back to the original card.

Returns Via mail:

Customers returning items will be responsible for all shipping and handling fees. When returning any items please follow the steps above and tracking is highly recommended as exchange or store credit will not be granted if item is not received.

Credit Notes:

Credit notes are valid for a period of 12 months from the date of issue and cannot be replaced if lost or stolen. 

Promotion Codes:

Promotion codes cannot be used in conjunction with any other offer. Promotion codes do not apply to sale items. You can still use promotion codes if you have a mixture of sale items and regularly priced items in your basket but the terms and conditions of a promotion code do not include sale items in the minimum spend or % off.