Terms and conditions

1. General terms
Cocoo Sweden AB (556804-2203) operates for Cocoo. 
For countries within the EU the VAT at 25% is included in the price.
For countries outside the EU (for example Norway) sales are free of VAT and is deducted in the checkout.

2. Orders and order confirmations 
If the customer is under 18 years old, a parent or guardian needs to send us an email with their permission for the order. An order is binding once it is shipped from us. An order confirmation will be sent by email to the address that was stated when the order was placed. Please check that everything in the order confirmation is correct. If something is incorrect, please contact our customer care by using this form. The order confirmation has a unique order number that you can refer to when in contact with customer care.

If no order confirmation is received please check your spam folder. Otherwise perhaps an incorrect email address could have been stated when placing the order? If the order confirmation has not been received within 24 hours, please get in touch with customer care through this form.

If you want to cancel or change something in your order, please contact customer care through this form. Since our deliveries are so fast, it is not always possible to cancel or change the order – but we will of course try!

If an item in your order isn't available it will be backordered. As soon as the backordered item arrives from our supplier we will then ship it to you immediately. If you no longer desire the backordered item you can always contact us and cancel the item.

3. Prices and currencies
For countries within the EU the VAT at 25% is included in the price. For countries outside the EU (for example Norway) sales are free of VAT and is deducted in the checkout.


We offer the following currencies:

SEK, NOK, EUR

4. Shipping cost

Sweden:  29 SEK, Free shipping over 250 SEK

Norway: 29 NOK, Free shipping over 500 NOK

Denmark:
 29 DKK, Free shipping over 500 DKK

Finland/Åland:
 7 €, Free shipping over 60 

UK:
 £ 5, Free shipping over £45 

All other EU countries:
 7 €,  Free shipping over 60 

All countries outside the EU:
 $ 10 ,  Free shipping over $75 


5. Payment methods:


Paypal
Payment option for customers in all countries except in Sweden, Norway, Finland, Germany and Austria. Fee: No fee. For more information please visit: www.paypal.se. The order is sent as soon as the purchase is made unless stated otherwise. 

Invoice
Payment option only for customers in Sweden, Norway, Finland, Germany and Austria:
Fee:  No fee. 

The payment time is 14 days from the order is placed. Purchases by invoice are subject to a credit check with the invoice company Klarna AB which takes approximately 1 second when the order is placed to confirm the customer’s personal information and approve the purchase. If approved, the order is sent as soon as the purchase is made. Please note that the invoice will be sent to the email address that was stated when placing the order.

If the payment of the invoice is delayed, Klarna AB takes a fee of 60 SEK and a late fee of a minimum of 8% according to Klarna’s buying terms. If you want to check your invoice, please visit Klarna’s services.


Installments

Payment option only for customers in Sweden, Norway, Finland, Germany and Austria:
Fee:  
We do not charge for this service, however our partner Klarna AB does. 

You can read more about this payment option here. To see full conditions please click here.

Campaign ”Buy now - pay in January 2016”
Payment option only for customers in Sweden, Norway, Finland, Germany and Austria:
Fee:  We do not charge for this service, however our partner Klarna AB does. 

Through our collaboration with Klarna AB we can offer you an extra long credit time for your purchase.

Klarna AB will gather all your purchases in the campaign ”Buy now - pay in January 2015” in one invoice that is sent out in the middle of January with due date 2016-01-29.

When you have received the invoice you can choose if you want to pay the whole amount at once or pay in installments. If you choose installments we kindly ask you to read the terms here

Credit card
Payment option for customers in Sweden, Norway, Finland, Germany and Austria. Fee: No fee.
We accept Visa and Mastercard. The purchase is done directly through a safe and encrypted site. 
The order is sent as soon as the purchase is made unless stated otherwise.

Swish
Coming soon. Payment option for customers in Sweden. Fee: No fee. he total sum is to be transferred to nr: 123 288 60 26Please make your swish payment soon as possible since we can’t reserve products for a longer time. Do not forget to specify your order number in the message field while sending your wire transfer to us. This enables us to match the payment with your order. The order is sent as soon as the payment is registeredIf any problem occurs with the payment, please send an email to support@cocoo.se or write to us through the form here so we can help you. 

6. Delivery time

The delivery time is normally 1-3 days within Sweden. To other countries the delivery time is approx. 1-7 days. 

If the order for some reason is delayed we will notify you. Of course we will do everything we can in order to deliver to you as fast as possible. As a customer you have the right to cancel your order if the delay is very extended. Cocoo can not be held responsible for an item that is sold out/out of stock. 

All packages are sent with Posten Sverige AB. Orders with a high value will be sent as “registered post” and the parcel then needs to be collected at the local post office. Please note that you must show ID in order to collect your parcel.

If the product is damaged or is lost during the transport from Cocoo to the customer, Cocoo is responsible. The customer needs to inform us about the missing order by contacting our customer care no less then 2 weeks from the shipping date. Please note that a "shipping confirmation" is emailed to the customer when the order leaves our warehouse.

7. Warranty
We want our customers to feel 100% satisfied with their purchases. If you have troubles with an item please
get in contact with us. Normally the customer covers the cost to service station. The receipt of purchased items will funcion as certificate of guarantee. 


8. Right of withdrawal
A customer has the right to change their purchase within 14 days. This period starts the day after the order has left our warehouse/been handed to the Post. The shipping date is stated in the "shipping confirmation" that is emailed when an order leaves our warehouse. The shipping confirmation is sent to the email address that was stated when placing the order. If this time is exceeded the return option unfortunately is exceeded.

All products are sealed. The seal consists of a small white label (with the word "PLOMBERING" on). The seal is placed so it still is possible for the customer to try the item. In order to return/exchange an item the seal can NOT be broken. For hygiene reasons, earrings and caps are completely sealed in a bag. It is a requirement that the product is in unchanged condition and in the original packing for the return to be approved.

Cocoo reserves the right to charge a customer if something is missing, for example a manual etc. The customer covers the return fee. Returns sent as Collect on Delivery will not be retrieved.

In order to use the right of withdrawal please follow instructions found under the title Returns further down on this page.

Orders that are sent to a customer with registered mail and are unclaimed by the customer and therefore comes back to us, will be charged 30 euros (or same amount in other currency) regardless purchase price, to cover the fee for having sent the order as registered mail aswell as the administrative costs for handling and packaging. Payment for this fee shall then be made within fifteen (15) days from invoicing date. If the payment is delayed a reminder fee of 7 euros (or same amount in other currency) will be charged as well as interest. If the payment still remains unpaid, we will refer the matter to the Collection Agency. (INKASSO)

In order to use the right of withdrawal please follow instructions found under the title Returns further down on this page.


9. Returns
Provided that the above mentioned criterias regarding the time for right of withdrawal is not exceeded and that the seal of the returned item is not broken the following applies for returns:

In cases of full return (the customer returns their entire order) the customer is charged an administrative fee of 6 euros (or same amount in other currency) as we have had costs for postage, ev. invoice, packaging and handling. In cases of exchanging to another item no administrative fee is charged. 

In cases of partial return (the customer keeps at least 1 item) the administrative fee is free. Please note that a  return that makes the order value below the limit for free shipping will be charged the cost for the shipping.

Please note that all returns are handled through this form: Change/return declaration
(Must be filled in before returning items to us).



The above mentioned form is the fastest way to handle a change/return and enables us to suggest eventual exchanges, prolong eventual invoice dates and plan incoming returns. Of course it is possible to email to customer care but in order to avoid long correspondence we strongly recommend to handle the errand through this form: Change/return declaration
. When in contact with customer care the following information must be provided: The customers name, order number, address, telephone number and the reason for returning as well as eventual refund information as bank and account number.

Please note that upon returning an order the customer is responsible for the shipping cost and is also responsible for the transport risk for the return. (Damage or disappearance). We therefore recommend our customers to send returns as registered mail. 

In case of eventual disputes the decision of The National Board for Consumer Disputes will be followed.

You can also bring you return/exchange to our physical store on Södermalm in Stockholm, Sweden. Address and opening hours to the shop here. Please note that the Change/return declaration needs to be filled out aswell.



10. Refund/Adjustment of invoice
After the customers return has been received and approved for return according to above mentioned criterias regarding not exceeding the time for right of withdrawal and that the seal of the returned item is not broken the refund or adjustment of invoice will be made.

For more information regarding the administrative fee that is charged upon a full return please see the title Returns mentioned earlier on this page.

Orders that are sent back with Collect on Delivery will not be retrieved.

Here is more information regarding the Distance and Doorstep Sales Act that we as a mail order company is regulated by: http://www.konsumentverket.se


11. Reclaims
If a product is damaged or defect upon arrival of the order the customer must contact our customer care by emailing support@cocoo.se and explain the occurred as detailed as possible and also include their order number, name and phone number. Please attach a photo of the defective product so that customer care quickly can process the claim and get back to you with a solution. 


Do not return the product without having received confirmation to do so – wait for an email with further instructions. 

Important: Save the quilted envelope/packaging that the order was sent in – it can be reused if returning your product.


It is the customer’s responsibility that the product gets back to Cocoo, so please make sure it is well packaged before sending it back to us via post. 

In case of eventual disputes the decision of The National Board for Consumer Disputes will be followed.



12. Personal Information
Personal information that are stated during registration is handled confidentially and is only used by us to be able to send our customers’ orders to the right address. Everything is handled in accordance with the Personal Information Law (PUL). By placing an order the customer agrees that Cocoo and its related companies can use the information about the purchases and the contact information. The information is stored and used only in order to fulfill our assignment towards our customers and better meet their needs by personalizing our website as much as possible. 



13. Customer care
Customer care is available to help you with all questions regarding products, deliveries or reclaims.
Click here to get in contact with customer care.

Is your errand regarding a return or an exchange?
Then we kindly ask you to visit this page: Changes & Returns
(This is the fastest way to handle these kinds of matters)



14. Security
Cocoo.se reserves the right to cancel an order if fraud is suspected by our security system. Sometimes this means that an order is stopped despite not being a fraud. If we choose to not deliver an order, the customer will be informed and we hope that you as a customer understands as this has been done with your safety in mind. All suspected fraud is reported to the police. Orders with a high value will be sent as “registered post” regardless of the payment alternative. Please note that you must show ID in order to collect your parcel.

15. Cookies
According to the law regarding electric information that came in to force the 25 juli 2003, all customers that visit a website has to get notified if cookies are used. When visiting our website cookies are saved on your computer. These session cookies are used to keep track on your ev. log in or your shopping cart. Session cookies are not stored for a long time on your computer, they dissapear when you close your browser.


If you do not accept the use of cookies you can set your browser so it automatically denies cookies or that it informs you if a website is using cookies. If you turn of the cookie effect you will not be able to place an order.   

News

2012-08-02

Exempel nyhet 1

Här kan du lägga upp nyheter kontinuerligt som är knutet till ert företag eller produkter.
2012-08-02

Exempel nyhet 2

Det är publiceringsdatumet som styr vilken nyhet som hamnar överst, nyast kommer först.
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