Shipping, Returns & Policies

As soon as you place an order you will receive an order confirmation email, this means we have received your order and will start processing it. 
Handling times
1-2 days excluding weekends/ holidays, your order will normally be shipped the next business day.
Available shipping methods: 
Aus Post/ Sendle / Other
Available international shipping methods:
Aus Post
We cannot make changes to your shipping address or redirect your parcel once your order has been shipped. You may contact the appropriate courier with your tracking number and request with them if this can be done for you. We will not cover any expenses related to this. 

SHIPPING POLICY

Standard national and international shipping rates apply -  we have two options AUS post for $10  - AU wide for orders under $75. (Note : A separate shipping policy applies to wholesale clients. Please contact us)

Orders with a total value of $75 AUD and above are free shipped including furniture

Standard shipping times apply - please allow some delay due to the current global pandemic situation - we do our best to get orders out on time - usually within 1-2 business days after order processing, the rest is up to the couriers. Please use the tracking provided to you to keep updated in regards to your shipped orders. 

Pre-orders lead time does not include shipping time -  'made to order candles which are literally all of our candles !' can take 3-5 days before being shipped, as we need to create and cure them.

Damaged items during transportation

If your ordered item is damaged during the course of transportation please let us know by sending photos of the damaged items asap and emailing us at : cocolouissales@gmail.com

For damaged orders caused by AUS POST

You will need to make a claim directly with AUS post for any damaged items as it's the responsibility of the receiver to make damaged item claims (according to AUS POST policy). Please contact Aus post customer support and provide all information needed to them, including photos as well as lodging a claim directly with Aus post - they will need to complete a damage report with you. You will then be refunded directly by Aus post including for both the cost of postage and product. Please re-order your items from us, however payment will be required for new items that we will send to you. If you have issues with Aus post processing your refund please get in touch with us. 

Please note that not all of their Post Offices are able to complete damage reports. Please ask at your local outlet or look for Post Offices listed as Post Shops or Business Hubs in our locations and hours tool. Our retail staff will submit a Customer Service Complaint on your behalf (you’ll need to leave the item and all packaging with our staff for processing). Provide supporting documentation as requested. This may include proof of identity, a statutory declaration, receipts for postage or the item itself, and other item details. 

For further information please visit :  https://auspost.com.au/receiving/delayed-lost-or-damaged-items/compensation

For damaged orders caused by Sendle

We will either replace or refund your damaged item provided you have contacted us within 5 days of the damaged item being received (as this will allow us enough time to make a damaged item claim with Sendle). We will contact the courier and get this issue resolved.

Please send us a photo of the damaged item and in the same photo include the packaging of the box that your damaged item came in, and the 'fragile' stickers and bubblewrap to prove your item was sufficiently packaged.

At times, you may pay for Aus post, however we will use Sendle due to a higher convenience and at no extra cost to you. This will be done at our discretion depending on what is most suitable, and time saving method of couriering your item to you. 

Sendle uses CouriersPlease and Fastway Couriers, if you have any concerns please let us know.

 

RETURN & EXCHANGE POLICY

* Please note separate exchange policy exists for wholesale clients - please get in touch to learn more

We really want you to enjoy your product, and we highly value your feedback. If there is an issue with your product please get in touch with us and we will see what we can do for you. 

If you are not happy with your candle/ room spray or other product's fragrance or smell, you may return your candle to us within 30 days of purchasing the product and on condition that you have not used more than 50% of the product, and we will either provide you with a full refund or a replacement product in a different scent. 

In the event that your candle has tunneled, unfortunately we cannot provide a refund or replacement, as all candles are tested prior to mass production, and it is up to the candle user to make sure that they have allowed enough time for the candle to burn long enough to avoid tunneling, as indicated in instructions that come with your candle on the candle care card.

The first burn is the most important and required 1-3 hours to burn the top wax layer to the edge of the jar.  

* We will review every case individually and reserve the right to any outcome in regards to refunds and replacements.

We will not offer replacement or refund for candle wicks not staying lit, wood wicks can be temperamental and don't usually burn in a similar fashion to cotton wicks, they might burn very dimly, and seem like they are going out, and will sometimes relight on their own provided they don't fully go out.

You may also need to relight them a few times yourself- this is typical and normal of wood wicks. It is the purchaser's/ and or user's responsibility to make sure that they are happy with the candle they are purchasing, including the wick chosen, and that you also follow all included burning instructions provided with your candle, and procedures relating to the use of the wood wick/ cotton wick candle properly. 

We will also not provide any refunds/ exchanges for any products that have signs of being meddled with in any way. 

Damage to glassware/ colour loss/ peeling etc 

We do not currently offer exchanges/ refunds/ replacements for any physical damage to glass. We buy all of our glassware from local suppliers and rely on them for the quality.

Over time we will test which glassware is of excellent quality, and which glassware is more inferior through testing. We discontinue using glassware which is inferior to provide a higher quality product to our customers. If your glassware has changed colour, has peeled, or has cracked over time - unfortunately we cannot take the responsibility for the glassware. Only for the candle actually made by us. We hope this is reasonable and if you disagree please contact us. If you have a genuine concern with your glassware we can forward your inquiry onto our suppliers and let you know the outcome of their reply.

If the supplier decides to refund for the glassware we may pass this refund on to you. 

HOME & LIVING FURNITURE RANGE - if the item is defected or damaged in transit, please let us know as soon as you can, all items after 7 days upon receipt will no longer be covered under exchange/ refund/ returns due to our supplier terms and conditions if you haven't notified us of any damage or defects within 7 days upon receipt.

These terms may be subject to change in the future, however as of now terms are as listed.

We will assist in the damaged goods inquiry wherever possible, however AUS post policy states the following:  Present the damaged item and the packaging at a Post Office for a damage report to be completed (only the person to whom the item is addressed can present the item). Please note that not all of our Post Offices are able to complete damage reports. Please ask at your local outlet or look for Post Offices listed as Post Shops or Business Hubs in our locations and hours tool. Our retail staff will submit a Customer Service Complaint on your behalf (you’ll need to leave the item and all packaging with our staff for processing). Provide supporting documentation as requested. This may include proof of identity, a statutory declaration, receipts for postage or the item itself, and other item details.

For further information please visit :  https://auspost.com.au/receiving/delayed-lost-or-damaged-items/compensation

Coco Louis Hair and Body

All products should be tested for individual reactions and sensitivities prior to full time use. There are always individuals who will be allergic or sensitive to certain products. If you find yourself allergic or sensitive to our products which contain fragrances, essential oils and other ingredients, we suggest to consult your doctor and discontinue use. In case the reaction is serve please visit your nearest emergency department or call 000. We cannot assume responsibility to individual reactions, we do provide guidelines for general safety of product use, and produce all of our products in line with all safety guidelines for general use as intended by the general public. Currently we do not offer refunds for body/ hair products, however if there is a genuine reason you may be entitled to receiving an exchange, provided the original product was returned, we can provide an exchange free of charge to you and with free postage back to you. 

 

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