a collective community for her business and lifestyle.
Shipping + Returns
SHIPPING LOCATIONS + PROCESSING. Currently we ship to Canada (7 to 15 business days) and the United States (5 to 12 business days). Please allow for up to 7-10 business days for order processing as all items are custom/made to order. All orders must be paid in full prior to fulfillment or processing. Custom product shipping varies.
COSTS/TAXES AND DUTIES. You are responsible for all shipping and handling charges. Shipping rates are calculated based on item/package size and delivery location at the time. Orders shipped outside Canada may be subject to restrictions on the products that can be shipped, delays, import taxes, customs duties and fees levied by the destination country. Any additional charges for customs clearance is the responsibility of the recipient specified on the delivery address.
TRACKED SHIPPING. Items are shipped to you with tracked shipping. We only ship on business days (Monday through Friday, excluding bank holidays). All orders receive a shipment confirmation email containing a tracking link. Please note, once a package has been picked up by the carrier (you will receive your tracking at that time), we are not responsible for delivery time. Delays are to be expected in some cases such as inclement weather or the busy Christmas season.
LOST/STOLEN/DAMAGED SHIPMENTS. COCOLILY & CO. is not responsible for lost or stolen items. We are not responsible for any errors made by the postal service/shipping carrier. If your shipment/order has not been received within 3 weeks of receiving your shipping notification email, please contact your local post office to file a claim.
RETURNED MAIL. If a package is returned because the address provided to us was incorrect, we are not responsible for the cost of re-shipping. We will contact the buyer for the correct address, and buyer will need to re-pay shipping and handling costs before we will send the package again.
REFUSED/UNCLAIMED MAIL. If a delivery is unclaimed by recipient or unclaimed, we will not issue refunds or store credits for any unclaimed/refused packages. Please contact your local post office for further assistance as it is beyond our control once it goes out for shipping. Thank you for your understanding.
SHIPPING TO A PO BOX. Please note that our shipping carriers do not ship to islands or any P.O. boxes. Please provide a physical address. We apologize for any inconvenience this may cause.
RETURN POLICY. At COCOLILY & CO. we take great pride in the quality and craftsmanship of our products. Please read the below carefully before prior to making a purchase. All orders are final sale and non-refundable. Please inspect your order upon reception and contact us within 48 hours if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue. We stand behind our products and know this won’t be an issue.
FINAL SALE. Custom orders, templates, printables, paper products, print magazines, digital magazines, digital downloads and designs are final sale.
If you have any problems with your physical order (ie, a print edition of our magazine arrives ripped to shreds), please contact us within 48 hours of your purchase. We will do what we can to ensure you are fully happy so if something is truly not to your satisfaction, we will ask that you send the product back to us (shipping is at your expense) and upon review (no damage) - if approved, you will receive a shop/merchandise credit only.
SHIPPING RETURNS. You will be responsible for paying for your own shipping costs for returning your approved item. Shipping and handling fees are non-refundable.
CUSTOM DESIGNS. Once you have approved a custom design/logo proof (or pre-production sample), there are no returns, exchanges or refunds.
GENERAL. We strive to maintain a high standard of service and inspect each item however certain situations are beyond our control ie. the shipping process. While we do not accept any returns, we will evaluate any issues. If there is a broken item in the order due to the shipping process, please contact us within 48 hours. Customers are responsible for shipping charges related to the return of goods and/or shipping of a new item. To initiate a return please contact us.
CANCELLING AN ORDER. Once payment has been made and/or an invoice has been sent, it has gone into production which means orders cannot be cancelled nor can they receive a refund.