Frequently asked questions

FAQ Categories

    General See all

  • We recommend copying and pasting your exact code into the discount code box in your cart to apply your discount.

     

    Keep in mind that promo codes cannot be combined, nor they can be used during promotions as well, so double-check the fine print when a promotion is live to be sure!

     

    Or you contact our Customer Experience Specialist for further assistance!

    You may add a promo code at the shopping cart stage, which is one step before heading to the checkout page. You can also enter it in the last step of Checkout after entering your shipping and billing information.

    Just enter the code in the box that says "Promo Discount" and click "Apply".

    Don't worry, please contact our Customer Experience Specialist for assistance! Keep in mind that promo codes cannot be combined, nor they can be used during promotions as well, so double-check the fine print when a promotion is live to be sure!

    We hope you understand that promo codes cannot be combined, nor can multiple codes be applied to a single order.

    Promo codes cannot be combined with any other offers that may be live on our site at the time that your order is placed.

    Always make sure to review your order summary before completing checkout to make sure you've got the best deal!

    www.cocoandeve.com is the place where to get all your faves and new launches but you can also buy it from our authorized partners. 

    We’ve compiled a list of reputable online beauty retailers to get you going on your fave Coco & Eve products. Check it out here

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    Payment See all

  • Depending on which country you are from, we offer different payment methods!

    For Debit/Credit cards, we accept VISA, MasterCard, Diners, Discover and American Express. We also accept Paypal, AmazonPay, Afterpay and ApplePay!

    To avoid the possibility of any checkout errors, do make sure also to check that your overseas usage feature is activated—you may contact your local bank to enable this option.

    Please note that we do not accept any bank transfers, prepaid cards, and any other mode of payment unless specified above.

    We currently accept only the following currencies:

    • Australia: AUD
    • Canada: CAD
    • Europe: EUR
    • United Kingdom: GBP
    • The United States and the Rest of the World: USD

    If you do not see your local currency above, please select USD to proceed with your purchase. Once your bank pulls the funds, they will account for the current exchange rate.

    Sorry, we are unable to edit the billing address once you have successfully placed an order. Don't worry! As long as your shipping address is correct, you will be able to receive your order!

    We know you're excited about your order and we are too! Please be patient if your order confirmation isn’t delivered to your inbox straight away – it can take a couple of hours. Please ensure that you're checking the correct email address you used to purchase your product with and check it falls into your spam/junk mail.

    After placing your order and making the payment, you will receive an order confirmation email, with the following information:

    • Order Number
    • Name
    • Item/s purchased
    • Shipping address
    • Payment method

    Once your order has been processed and dispatched from our warehouse, we will send you a shipping confirmation email.

    Afterpay is a digital service that makes it possible to buy something now and pay it off in fortnightly instalments.

    1. Easy Sign-Up: Just select "Afterpay" as your form of payment at checkout on orders of $35-$1000. All you need is a debit or credit card (Visa or Mastercard).
    2. Instant Approval Decision + Shipment: No long forms to fill out; you’ll receive an instant approval decision! Your order will be shipped as soon as it’s processed by Coco & Eve.
    3. Nothing Extra To Pay: No interest. Automatic payments are taken every two weeks in four equal instalments.

    To pay using AfterPay, select the option below. You will be redirected toAfterPay to complete your purchase.

    Which cards does Afterpay accept?

    We accept domestic Visa and Mastercard debit and credit cards, we do not accept cards issued from overseas banks or Interac cards. If you use your card with us you will still be subject to your card issuer’s terms and conditions including any applicable finance charges and fees that may apply. When you use your card you may not receive certain rewards, features and benefits that may be offered, for example, additional points or cash back. For more information please contact your card issuer. 

    How does the Afterpay payment schedule work?

    • All Afterpay customers are required to make their first payment at the time of purchase. Three remaining instalment payments are deducted automatically from your selected payment method every two weeks. If you would like to make additional unscheduled payments before they are due, you may log in to Afterpay to make your payments early. Afterpay will then adjust your amount owed accordingly.
    • You can log in to your Afterpay account anytime to view your payment schedule or make a payment before the next due date.

    Is there a limit to how much I can spend on a single Afterpay transaction?

    • Yes, your order must be between $35 and $1000 to use Afterpay.

    How do I refund or cancel an item purchased with Afterpay?

    • Afterpay refunds follow our standard refund process.

    Just like PayPal and credit cards, Amazon Pay makes it simple for hundreds of millions of customers around the globe to pay for products and services using the information already stored in their Amazon accounts.

    To pay using Amazon Pay, select the option as below. You will be redirected to Amazon to complete your purchase. You may use any of the payment methods in your Amazon account.

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    Products See all

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    Returns & Refunds See all

  • 30 Day Return & Refund Policy

    Change of Mind

    We believe in our products and want you to have the best possible online shopping experience, so we also offer a 30-day 100% money-back guarantee (excluding the shipping fee) if you’re not happy with our products. We will process your refund after we receive the returned products, provided they are returned within 30 days of purchase. Please see the “How to return Products” section for return instructions. For any products that are not damaged, you will need to pay the cost of the return, and we encourage you to use a trackable service as any lost returns cannot be reimbursed.

    Incorrect or Faulty Products

    If you have received incorrect, damaged or faulty items, please provide details (including photos) within 30 days of when you received the items. We will verify whether you are entitled to a replacement with new products and provide instructions accordingly. Please include your order confirmation number in the subject line so we can find your order easily and process your request promptly. 

    Missing Items

    We understand receiving your order on time and in good condition is important to you; it’s equally important to us! We do absolutely everything possible to ship and deliver your order on time and in good condition.

    Please contact our Customer Experience Specialist so we can organise replacements for missing products. Please include your order confirmation number in the subject line so we can find your order easily and process your request promptly.  

    Other Issues

    If you encounter any other issue with or reaction to our product, please provide details, and we will respond to you.

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    How to Return Products

    If you need to return products in accordance with this Policy, please contact our Customer Experience Specialist to find out how to send damaged products back to our nearest warehouse. 

    Please always include your order confirmation number in the subject line as well as pictures of the products you wish to return.

    Shipping costs are the responsibility of the customer and are non-refundable. We recommend that you package the products appropriately and use a trackable, insured service as we cannot take responsibility for items damaged or lost in the return transit.

    We may cover the shipping cost and provide a return label if the order is deemed damaged/faulty. Please contact our Customer Experience Specialist for assistance!

    Read more about our Return Policy here.

    Sorry, we are unable to assist you with any Coco & Eve purchases made out of our site. Please reach out to Amazon for more information on their return policy!

    Sorry, we are unable to honour any promotions for orders placed outside of the promotional period as this would be unfair to the rest of our customers. We apologise for any inconvenience, and we appreciate your kind understanding!

    We are sorry if we have made a mistake with your refund! Don't worry, please contact our Customer Experience Specialist for assistance!

    Please note that the following may affect the amount you have been refunded:

    • Shipping cost: we only refund for the damaged/faulty products
    • Any discounts that were applied at the time of sale, which may not now be applicable

    Sometimes, the parcels are returned due to an incomplete/incorrect address, unclaimed, the addressee is unknown or has moved. Don't worry, please contact our Customer Experience Specialist for assistance!

    Do provide us with your order number and your correct shipping address so that we can arrange for a reshipment.

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    Delivery See all

  •  

    Asia

    Country

    (Min Spend)

    Standard Shipping
    (Orders over Min Spend)
    Standard Shipping
    (Orders under Min Spend)
    Shipping Duration
    Hong Kong US$9.90 US$9.90 2 - 3 days
    Macao US$9.90 US$9.90 3 - 4 days
    Malaysia (US$50) FREE US$4.90 5 - 6 days
    Philippines US$9.90 US$9.90 5 - 6 days
    Singapore (US$40) FREE US$3.90 2 - 3 days

     

     

    Middle East

    Country

    (Min Spend)

    Standard Shipping
    (Orders over Min Spend)
    Standard Shipping
    (Orders under Min Spend)
    Shipping Duration
    United Arab Emirates  £18.90 £18.90 4 - 6 days

    Australia

    Region Standard Shipping
    (Orders over AUD$70)
    Standard Shipping
    (Orders under AUD$70)
    Shipping Duration
    Metropolitan Area FREE $7.90 3 - 4 days
    Regional FREE $7.90 5 - 7 days
    Remote Areas FREE $7.90 6 - 8 days

     

    New Zealand

    Country

    Standard Shipping
    (Orders over AUD$70)
    Standard Shipping
    (Orders under AUD$70)
    Shipping Duration
    New Zealand FREE $19.90 3 - 4 days

    Canada

     

    Standard Shipping
    (Orders $70 and over)
    Standard Shipping
    (Orders under $70)
    Shipping Duration
    FREE $7.90

    7 - 9 business days

     

     

    UK and EUROPE

     

    Country

    (Min Spend)

    Standard Shipping
    (Orders over Min Spend)
    Standard Shipping
    (Orders under Min Spend)

    Shipping Duration

     

    Austria (€50)
    FREE

    €7.90
    3 - 4 days
    Belgium (€50)
    FREE

    €7.90
    3 - 4 days
    Bulgaria
    €11.90

    €11.90
    6 - 10 days
    Croatia €8.90 €8.90 5 - 7 days
    Cyprus €27.90 €27.90 5 - 7 days
    Czech
    Republic (€50)
    FREE €8.90 4 - 5 days
    Denmark (€50) FREE €17.90 3 - 5 days
    Estonia  €11.90 €11.90 5 - 7 days
    Finland €17.90 €17.90 6 - 10 days
    France (€50) FREE €6.90 3 - 4 days
    Germany (€50) FREE €5.90 2 - 3 days
    Greece €11.90 €11.90 5 - 7 days
    Hungary (€50) FREE €8.90 3 - 4 days
    Ireland (€50) FREE €9.90 3 - 4 days
    Italy (€50) FREE €9.90 3 - 4 days
    Latvia (€50) FREE €11.90 5 - 7 days
    Luxembourg (€50) FREE €8.90 4 - 5 days
    Malta €27.90 €27.90 3 - 5 days
    Monaco €22.90 €22.90 3 - 4 days
    Netherlands (€50) FREE €7.90 2 - 3 days
    Norway  £21.90 £21.90 3 - 4 days
    Poland (€50) FREE €8.90 3 - 4 days
    Portugal (€50) FREE €5.90 3 - 5 days
    Slovakia (€50) FREE €9.90 6 - 10 days
    Slovenia (€50) FREE €9.90 6 - 10 days
    Spain (€50) FREE €5.90 3 - 4 days
    Sweden (€50) FREE €17.90 5 - 7 days
    Switzerland £18.90 £18.90 4 - 5 days
    UK (£40) FREE £3.90

    3 - 4 days

     

     

     

    UK 

     

     

    Country

     

    Standard Shipping
    (Orders over (£40)
    Standard Shipping
    (Orders under (£40)

     

    Shipping Duration

     

    UK  FREE £3.90

    3 - 4 days

    The United States

     

    Express Shipping** Standard Shipping
    (Orders $50 and over)
    Standard Shipping
    (Orders under $50)
    2 - 3 days
    $16.90
    4 - 6 days
    FREE
    4 - 6 days
    $5.90

    *Not applicable to Alaska, Hawaii, Guam and Puerto Rico. A flat rate of $17.90 applies to every order.

    ** Express Shipping is not available for Alaska, Hawaii, Guam, Puerto Rico, and any APO, FPO and DPO addresses.

     

    Destination Standard Shipping
    (Orders $50 and over)
    Standard Shipping
    (Orders under $50)
    APO, FPO & DPO 7 - 15 days
    FREE
    7 - 15 days
    $9.90
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    Order Issues See all

  • Unfortunately,  any issues you may experience with products purchased through unauthorised reseller may be the result of a counterfeit product. Please reach out directly to the seller for further assistance! You may also ask them to contact us on your behalf since they are the original buyer.

    We thank you for your kind understanding!

    Don't worry about it, our Like A Virgin Hair masque has gone through extensive cosmetic testing to make sure it is stable and will keep over time. The average shelf life is 24 months. The hair masque may turn yellow if the container is not sealed tightly and exposed to air. Make sure to seal your jar tightly after every use and to not let any water from the shower drip into the pot. Yellowing of the product does not impact it's effectiveness so your locks will still be glossy and gorgeous, don't fret babe!

    We are sorry to hear that you are canceling your order. Please take note that once the order has been processed we're unable to cancel or modify it. You may check our Return and Refund Policy here.

    You may contact our Customer Experience Specialist for further assistance!

    Oh no! We are sorry for the incomplete order. Please contact our Customer Experience Specialist for assistance!

    Do provide us with your order number and a photo of the products you received and we will get back to you accordingly.

    Please note that all incomplete orders received must be reported within 14 days of delivery. We will get back to you as soon as we can!

    Oh no! We are sorry you received the wrong product. Please contact our Customer Experience Specialist for assistance!

    Do provide us with your order number, a photo of the wrong product you received, and a photo of the shipping label and we will get back to you accordingly.

    Please note that all order issues must be reported within 14 days of delivery. We will get back to you as soon as we can!

    Don't worry, please contact our Customer Experience Specialist for assistance!

    Do provide us with your order number, original email address, and the updated email address so that we can make the necessary changes for you. Once we update your email address, we can resend your order confirmation and/or shipping confirmation email to the updated address.

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