Frequently asked questions (FAQ)



PAYMENT QUESTIONS

What payment options can I choose and what is the charge for these?

That depends what country you are ordering from;


Available payment options for customers in NORWAY & FINLAND:
Credit Card: Free of charge
Invoice: Free of charge
Installments: Depending on choice



Available payment options for customers in SWEDEN:
Credit Card: Free of charge
Invoice: Free of charge
Installments: Depending on choice


Available payment options for customers in ALL OTHER COUNTRIES then above mentioned:
Credit Card: Free of charge
Paypal: Free of charge 


Why can’t I order with the invoice payment option?

If the purchase on invoice isn’t approved the cause may be a number of reasons. 

1. The invoice option is only available for residents in Sweden, Norway, Denmark and Finland.

2. You must be over 18 to place an order.

3. The id number you have stated might be incorrect.

4. The address you have stated might be incorrect. Only addresses registered with the Tax Office are approved by Klarna AB. 

5. Your maximal credit limit might have been reached.

If none of above stated seems to be the reason for not being able to place the order, you are welcome to contact Klarna on tel.nr: +46 (0)8-120 120 00 for more information. You can also email them: info@klarna.sePlease note that we have other payment options that might suit you.


Why do I need to specify a security code when I pay with a credit card? What is 3D-secure?

We use a security solution that is called 3D-secure. It is a standard function from Visa and Mastercard and is used to identify the buyer during online card purchases.

For you as a customer this means safety and a better security against card fraud. Practically the service works so you specify your card number as usual. Through encrypted communication it your card number is controlled checked by the card company through a special security server. 

To verify your information you need to identify yourself with a password so the bank can see that it is you and nobody else that who does performs the transaction. How you identify yourself depends on what bank you have, since the banks’ solutions looks different.

If you have further questions regarding 3dD-secure please contact your bank.







QUESTIONS REGARDING ORDERS


How long does the delivery take for orders within Sweden?

Normally it takes 1 – 3 days to get you order within Sweden.


How long does the delivery take for orders to Norway, Finland and Denmark? 

Normally it takes 1 – 7 days to get your order to Norway, Finland and Denmark.


How long does the delivery take for all other countries? 
(outside Sweden, Norway, Finland and Denmark)

This can vary depending on how far the package has to travel, but the norm is 1-7 days.


I haven't received an order confirmation?

An order confirmation is sent to the given email address when an order is placed, with information about the order.

If you haven’t received an order confirmation it could be stuck in a SPAM filter, or an incorrect email address could have been stated in the order form. 

If the order confirmation has not been received within 24 hours after the order was placed, please send an email to support@cocoo.se or write to us through the form here


Where is my order?

If you have not received your order within 5 business days after you received the shipping confirmation, please send an email to support@cocoo.se or write to us through the form here.


Can I cancel/change my order before it is sent?

If you want to cancel or change something in your order, please email customer care with an email to support@cocoo.se or write to us through the form here

Since our deliveries are so fast, it is not always possible to cancel or change the order – but we will of course try!


How long does it take for me to get a refund?

As soon as we have received your return and approved the item(s) the refund will be arranged within 1 – 7 business days and we will notify you as soon as this is done.







QUESTIONS ABOUT OUR PRODUCTS


Do sold-out products get restocked?

Most products that are sold out often get restocked and you can sign up on a waiting list for each product so that if/when the product gets back in stock, you will be informed by email.


Is all your jewelry free from nickel?

Yes, all our jewelry is free from nickel.


Can I give you suggestions for items to carry?

If you have suggestions or ideas on jewelry that we should sell, please send an email to support@cocoo.se 







QUESTIONS ABOUT CHANGE, RETURN & RECLAIMS

How do I do to change/return a product?

By doing an easy “change/return declaration” you will quickly receive all information you need to do a change or return. The form only takes a minute to fill in and you find it herePlease note that this is the quickest way to handle this kind of errand.


Can I do a change/return in your physical boutique on Södermalm in Stockholm?

Yes, you can do a change/return in our physical store on Södermalm in Stockholm. 

However, we would first like you to do a "change/return declaration” through the form that you find
herePlease note that this is the quickest way to handle this kind of errand.

It only takes a minute to fill in and as soon as it is done, you are welcome to visit the store. Please find address and opening hours here.


How do I do make a complaint about a defective product?

If a product is damaged or defective when you receive it, please send an email to support@cocoo.se and describe the issue as detailed as possible. Also remember to include you order number, name and phone number. 

If possible, please attach a photo of the defective product in the email to make it easier for customer care to propose a quick solution. 

Important: Do not return the product without notification from Cocoo.se that you should do so – please wait for our reply 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.se, so please make sure it is well packaged before sending it back to us via post. 

You can also bring your complaint to our physical store on Södermalm in Stockholm. Please find address and opening hours here.

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







OTHER QUESTIONS


I am interested in a collaboration with my blog and would like to know what you have to offer?

By filling in the form you can find here you will get information regarding what a collaboration with us looks like.



We are organizing an event and wonder if you could sponsor us?

Please send an email to support@cocoo.se or write to us through the form here and tell us about the event and we’ll get back to you with an answer.


I am a supplier/ jewelry maker and would like you to carry my products. How do I proceed?

Please send an email to support@cocoo.se or write to us through the form here and tell us about your products and we’ll get back to you with an answer.







DO YOU STILL HAVE QUESTIONS?


If you haven’t found the answer to your question, please send an email to support@cocoo.se or write to us through the form here and we’ll get back to you with an answer.