FAQs

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I NEED TO CHANGE SOMETHING ON MY ORDER. HOW CAN I DO THAT?

If you need to change or cancel your order, please contact us immediately. We send out orders every Wednesday, so we require you to contact us before the end of business day Monday in order to ensure any changes are made. Once our we have processed your order, we will be unable to make any changes.

I JUST PLACED MY ORDER. CAN I ADD ANOTHER ITEM TO IT?

Unfortunately we cannot add items to an existing order. Please place a new order for the item and contact us. We be happy to waive shipping on this additional order if it was placed within 24 hours of the original order.

I’M UNSURE ABOUT A SIZE OR I HAVE A FIT QUESTION. HOW DO I FIND THIS INFORMATION?

If you still have specific questions about a fit of an item or measurement guidelines, please email us at sales@cocoandcowe.com.

I’M IN LOVE WITH SOMETHING THAT’S OUT OF STOCK IN MY SIZE! WHAT CAN I DO?

New items can sell out quickly, but we may get more soon! Please don't hesitate to email us at sales@cocoandcowe.com and we will notify you when we have your item in stock.

WHEN WILL MY ORDER SHIP?

We ship out all orders every Wednesday morning via Canada post. Most domestic packages will arrive within 1-5 business days depending on location. International orders will arrive within 10-14 business days. Shipping times may vary due to availability of merchandise.

WHERE IS MY ORDER CONFIRMATION?

As soon as your order ships, you will receive an email confirmation to the email address you entered on your order. You will be emailed when the package is shipped, received and if there are any delays in shipping. If for some reason, you did not receive an email, please check your spam folder and add sales@cocoandcowe.com to your safe sender list.



WHY WAS MY ORDER CANCELED?

Due to an unforeseen event, the item you ordered suddenly became out of stock and is no longer available. These cases are rare, however, if an item in your order does become unavailable, you will be contacted within 24 to 48 hours about the cancellation. If your order contains additional items, these items will still be shipped to you and the unavailable item will be removed from your order.

WILL I HAVE TO PAY INTERNATIONAL TAXES & DUTIES?

Customs Duties and Taxes: Your local government may impose import duties and/or taxes on shipments from outside your country. You are responsible for paying any taxes, duties and/or customs fees charged by your government. We are unable to honour any requests to adjust the actual value of an order on the customs documentation.



WHAT ARE YOUR BUSINESS HOURS?

We are open for business Monday-Friday from 9:00am - 5:00pm Eastern Standard Time.

Emails sent over the weekend will be answered on the following business day