F.A.Q.

All orders need to be placed on our website. We do not facilitate face to face orders, Direct Messaging Orders, SMS orders and/or email orders.

Our website is www.cocotier.co.za has a cart option which enables one to check out once all chosen items are added to the cart.

Ensure your delivery details are correct at the time of placing an order so that your order can be prepared and delivered on time. Always ensure that there is a person at the address to collect your parcel on your behalf if you will not be at the requested address on that day of delivery.

All our payment methods except Manual EFT require payment to be made immediately.

YOU CAN ONLY DEPOSIT INTO OUR BANK ACCOUNT IF YOU CHOOSE MANUAL EFT IN CHECKOUT.

For Manual EFT only, you need to transfer the exact amount outstanding into our bank account, using your order number as your reference. If you use the incorrect reference we won’t be able to allocate the funds correctly and your order may be cancelled. Proof of payment (i.e. Bank Proof of payment) needs to be emailed through to Hello@cocotier.co.za.

Bank Account Details:

Account Name – Cocotier (Pty) Ltd

Bank Name: Nedbank

Type of Account: Business Cheque Account

Account Number: 1188355228

Branch Code: 198765

You will receive an order confirmation once your order has been placed and your tracking details will be emailed and messaged to you separately. We will email you whenever the status of your order changes.

Payment hasn’t been received or allocated to your order

• All our payment methods except Manual EFT require payment to be made in checkout. If you don’t complete payment within 2 hours, your order will be cancelled.
• For Manual EFT only, you need to transfer the exact amount outstanding into our bank account using your order number as your reference. If you use the incorrect reference we won’t be able to allocate the funds correctly and your order may be cancelled.

There was an inventory error

Although we do our best to ensure our stock levels are accurate at the time of purchase, there are instances where they are unable to locate the item in the warehouse. If this happens, you will receive a notification that your item/order has been cancelled and you will be refunded.

We were unable to deliver your order to you

Our delivery partner will attempt delivery to your chosen address two times. If they cannot successfully deliver your parcels then they return the items to our warehouse for a refund.  You’re welcome to place your order again. Here are some suggestions for making sure that your order reaches you:

1. Select a new date when you’ll definitely be available to receive your delivery
2. Double check your daytime delivery address
3. Update your contact details to ensure that our couriers can reach you

We suspect your order to be fraudulent

• We reserve the right to cancel or refuse to fulfil any order that we suspect of being fraudulent. This includes, but is not limited to, instances of suspected stolen credit cards and abuse of promo/offer incentives.
• Cocotier may request documentation to complete the necessary fraud checks. Cocotier may cancel any order where the necessary documentation is not provided in a timely manner (usually within 24 hours).

Your purchase was processed successfully if you can answer ‘YES’ to the following questions:

Question 1: Were you taken to a Thank You page on completion of your purchase?

Question 2: Did you receive an email confirming your order?

If you answered ‘NO’ to all 2 questions above then your order did not go through. Please give it another try!

• Can I Change or Edit my order once it has been placed?

Unfortunately, once an order is placed, we are unable to make any changes to it (e.g. change a size 5 shoe for a size 6 or add extra items to your purchase).

• Can I cancel an order once it has been placed?

Once placed, orders cannot be cancelled if 24 hours has passed of placing the order.

If you no longer want to receive the order, you can log a return online on receiving your parcel.

The item will then be collected from you as long as the package has not been opened, and a refund actioned once the items are returned to our warehouse.

Note: The delivery charges for the delivery and return including any banking fees will be deducted from the refundable amount. If the items have been opened and tampered with then a refund will be not issued.

• What Payment Methods are available?

Payment can be made by:

• Credit card: VISA & Mastercard
• Debit card: VISA & Mastercard (must be 3D Secure enabled)
• SnapScan
• Instant EFT through Payfast
• Manual EFT

For more information on what is required to process a payment, proceed to checkout, select your desired option and follow the instructions.

Payment methods shown in checkout are subject to availability and limitations depending on your cart value, items, delivery location & method and prior purchase history.

Send an email to Hello@cocotier.co.za once you have received your order (it has to be within 24 hours of receipt) and request a return with the reasons for the return.

If the package has not been tampered with i.e. products opened and/or used a return will be processed. The customer will then be given details to follow to return the package and a full refund will be given (less the courier fees) once the package is delivered to our warehouse.

Please take a photograph of the damaged items and send it within 24 hours to the what’s app number or email: hello@cocotier.co.za. Cocotier will then arrange a refund once it has been verified and an exchange will be arranged if the customer wishes to have it replaced or refunded.

Delivery Costs are R99 (door to door) and takes 2-3 working days to be delivered.

Orders above R800 are inclusive of free delivery and take 2-3 working days to be delivered.

Our website never closes – you are free to purchase 24 hours a day, 365 days a year.

Our team is available telephonically via What’s App or SMS:

Monday-Friday: 8:30am-17:00pm

Saturday: 9:00am-17:00pm