Free Tub of 50 Chocolate Planes offer

During March 2009 we are including one tub of 50 chocolate planes free with every order placed on the website www.cocoonparty.co.uk. Please note the chocolates may contain traces of nuts. The chocolate planes will not appear in your online shopping basket, but we will include them in your parcel when we despatch your order. There is no cash alternative or alternative product offered, and the planes must be despatched to the same delivery address as specified in your order. This offer runs until 31st March 2009 while stocks last.

My Account

Q. I've got an account but can't remember my password/my password is not recognised. What do I do next?

A. If you have forgotten your login password we will send you an e-mail message containing a new password. Simply click on the link on the ‘Welcome, please sign in’ page.

Q. How do I subscribe to the newsletter?

A. To subscribe to the newsletter you have to register with us by clicking on ‘My Account’, registering your details and choosing the subscribe to newsletter option.

Q. How do I unsubscribe to the newsletter?

A. If you have selected to receive our newsletters and details of new products and special offers you can opt to unsubscribe to this service at any time by sending an email to sales@cocooncollection.co.uk.

Ordering

Q. How do I place an order?

A. Browse our website, choose the products you want to purchase and click on the 'buy now' button. Click on 'Continue Shopping' to keep browsing the site. When you have finished shopping click on the 'Checkout' button to proceed to the checkout.
Please note for next working day delivery, orders must be received by 1pm Mon - Fri, Orders received by 1pm on a Friday will be delivered on the Monday. Orders received at the weekend will be delivered on the Tuesday. We do not despatch or deliver on bank holidays. Next day delivery service is not available for Northern Ireland, Scottish Highlands & Islands, Scilly Isles, Isle of Man, Channel Islands.

Q. Can I pay by cheque or cash?

A. If you prefer not to order through our website or you wish to pay by cheque, please email us at sales@cocooncollection.co.uk and we will be happy to email or fax you an order form.
Payment by cash can only be made if you are collecting goods directly from our premises. Items need to be ordered in advance so they are made ready for collection.

Q. What if some of the items ordered are not in stock?

A. Our website should not allow you to complete an order for party bags that are out of stock. If it does then we will contact you immediately and offer you a refund, an alternative product or advise you of the likely wait.

Q. Will the package received be exactly as seen on the website?

A. We do our best to ensure the product information on www.cocoonparty.co.uk is correct however, we reserve the right to change information, specifications and descriptions of listed goods at any time. We also reserve the right to substitute individual items in a party bag with those of a similar nature and value.

Q. How is my order delivered?

A. The delivery method used is based on the size, weight and value of the order. We will either use Parcelforce, a courier service or Royal Mail.

Q. Can I send to multiple delivery addresses in one order?

A. If you wish to send packages to different addresses you will need to place separate orders.

Q. I haven't received my order - what happens next?

A. Please either call us on 01604 780525, or email us at sales@cocooncollection.co.uk quoting your order number so we can find out what has gone wrong, and rectify it.

Q. Do you deliver at weekends?

A. Yes, we can deliver on Saturdays if you place your order before 2pm on Friday. Saturday delivery is £9.99, and you can select Saturday delivery as your preferred delivery option during the checkout process. Sunday and bank holiday deliveries are not available.

Q. Can you deliver to a BFPO address?

A. Yes, we offer delivery to BFPO addresses. BFPO delivery can take up to a week, or sometimes longer, and we are unable to guarantee any delivery deadlines using this service. Delivery costs £8.99 per parcel sent. Simply contact us to arrange delivery to a BFPO address.

Q. Can you deliver to a PO Box?

A. Regrettably, for security reasons we cannot deliver to PO Box numbers.

Q. Can I collect direct from you to avoid delivery charges?
A. Arrangements can be made for you to collect your goods from our premises. Goods should be ordered in advance. To do this you will be required to bring 2 forms of identification and your order confirmation. Any delivery cost added at the website checkout to a card transaction will be refunded to you once the goods are collected. We will automatically make this refund back to card from which the original payment was made.

Q. I'm under 18 - can I buy alcohol in party bags from your website as gifts for people who are over 18?

A. No, you must be over the age of 18 to buy a party bag containing alcohol, regardless of who the intended recipients are. We reserve the right to decline orders for items containing alcohol if we have reason to suspect that the sender or recipient is under 18.

Q. I'm over 18, but I want to buy items containing alcohol for recipients that are under 18 - is that OK?

A. No, you must be over the age of 18 to buy or receive items containing alcohol. We reserve the right to decline orders for items containing alcohol if we have reason to suspect that the sender or recipient is under 18.

Q. What countries do you deliver to?
A. We only deliver to UK addresses. The UK includes England, Northern Ireland, Scotland, and Wales. We deliver to home or business addresses. Please note that in some areas of the UK we are unable to offer a next day service. These areas include Northern Ireland Scottish Highlands & Islands Scilly Isles, Isle of Man, Channel Islands.

Refunds

Q. Can I cancel my order?

A. You can cancel your order providing we have not already despatched the goods. If you need to cancel an order please call us on 01604 780525 or email us at sales@cocooncollection.co.uk quoting your order number. If the items have already been despatched please follow the advice in our ‘Returns Policy’ section.

Q. Can I get a refund?

A. Our returns and refunds policy means that if for any reason you are unhappy with your purchase, i.e. the item you have ordered is faulty, defective or you have simply changed your mind, you can return it to us provided it is unused and in its original condition within 30 days for a prompt replacement, exchange or refund. These terms do not affect your statutory rights.

Q. My goods have arrived damaged – what do I do?
A. If you return goods because of an error we have made, or it is defective in any way please email us at sales@cocooncollection.co.uk and we will advise you on how to return the goods to us. The goods (including all parts, accessories, instructions and packaging etc) must be returned within 30 days of purchase, otherwise we will not be able to refund you or send a replacement.

Privacy and Security

Q. Is your site secure?
A. Payment card details are encrypted using 128 bit encrypted SSL (‘Secure Sockets Layer’) for maximum security. All credit card transactions are handled through the UPG (Universal Payment Gateway) facility provided by Secure Hosting Ltd, a specialist online payment processor. The UPG employs the latest industry standard encryption technology to keep our customers personal information safe. The UPG guards and transacts payment onto our acquiring bank, Lloyds Cardnet, using advanced verification and anti-fraud technology. Please read our ‘Privacy and Security Policy’ for further information.

Q. What information do you hold about me?
A. When you purchase something from us, you will have given us your name, email address, phone number, address and card details. If you have asked us to send a gift direct to a gift recipient you will also have given us their name and address. This information is only used in order for us to deliver the products and to contact you if there is a need.
We keep a history of the orders you have placed with us so you can see your past purchases.

Q. What are ‘cookies’?
A. ‘Cookies’ are alphanumeric identifiers that are transferred to your computer's hard drive through your Web browser. This means that we can recognise and greet you when you revisit our site and allows you to store items in your Shopping Basket between visits.