SHIPPING

What is your expected delivery time?

We have chosen to ship our products directly from our supplier to you. This way we can save enormously on storage and transport costs and we can offer you our products at a fantastic price.

Because we ship the products directly from our supplier we have an average delivery time of 7-15 working days*

*Please note that the current COVID-19 measures may affect shipping, which may delay delivery.

The expected delivery time has passed. Where is my order?

99% of the products ordered are delivered within the expected delivery time. There are sometimes cases of delayed arrival of the order. This is often due to problems in the shipping or delivery process.

If you have not received anything 3 days after the expected delivery time, please contact us so we can help you.

How will my order be shipped to me?

All our products are shipped via an international courier service, complete with track & trace numbers and carefully sealed packages.

Is shipping expensive?

We take care of the shipping costs of every order. We therefore offer FREE shipping.

I would like to pick up my order, is that possible?

Unfortunately this is not possible, because we work with different suppliers who have multiple warehouses.



RETURNS

What is your return policy?

We offer a 14-day money back guarantee. If you are not 100% satisfied with your purchase, please contact us at hello@cocovae.com within 14 days of delivery of your item. We will be happy to assist you with the return and refund process.

Please review our return policy to see if your order is eligible to return.



MY ORDER

How can I see where my order is right now?

We offer you the ability to track your order by simply entering your track & trace number. Once you get the number in the shipping confirmation, enter it on our Track your order page and click the Track button. That's it: you will immediately see where your package is at this moment and which steps your delivery has already taken.

There is a problem with my order. What should I do?

Please contact us here or via hello@cocovae.com. We will do our best to solve the problem.

What if I need to change the content of my order?

If you want to add items to your existing order, please place an additional order. We do not store your payment information and cannot process changes made after the order is placed.

How can I cancel my order?

Cancellations are only accepted for fully priced items. In addition, they must be made 60 minutes from the time the order was placed. If you wish to cancel an order within the specified time, please email us at hello@cocovae.com. We process orders as quickly as possible so cancellations are time sensitive.



TRACK & TRACE

Where can I find my Track and Trace code?

Your Track and Trace code (order number) can be found in the shipping confirmation email sent after purchase.

The Track and Trace code does not provide any information. Why?

Only when your package arrives at the mail order company does it make information available. Please note that there may be some delay between arrival and shipment from the warehouses.



CONTACT

How can I contact you?

You can send us an email at hello@cocovae.com. We will be happy to assist you.