FAQ & Contact

Where is Coco Village based?

Our team and warehouse is located in Greater Montreal, Quebec, Canada. All our orders are shipped from Canada, and we are proud to be a Canadian business.

I sent an email to support@cocovillage.com, when should I expect a response?

One happy agent should get back to you within 48 hours. We receive a high volume of emails, but our staff carefully answers each and every one of them every day of the week, in the order they were received. Sending another email before you get a reply will put your first email to the end of the list.

COVID-19 update: due to an important volume of emails, our team may take longer than our usual 48hrs response delay. Please do not send a follow-up if your email was sent less than 5 days ago. Please know that our team is also available on Facebook Messenger live chat from 11am to 8pm, ET, 7 days a week.

How long will it take to receive my order?

These estimated usual delays are for items that are in stock only (not pre-orders):

  • United States and Canada - 2 to 10 business days
  • International - 14 to 60 days
  • Pre-orders - up to 120 days. Have a look into your item's product description to find the estimated back in stock date.

Please note that pre-orders can not be returned or exchanged. Pre-order cancellations will be subject to a 15% cancellation fee.

Can I change my order once it’s placed?

We're super efficient - Your order will be prepared and shipped very quickly after it's placed! Once your order has been confirmed, it will not be possible to change it. Be sure to double check your order confirmation details to make sure everything is as intended before you submit it.

Do I have to pay customs and import charges?

If your delivery address is located in Canada, you won't have to pay any customs and import charges.

If your delivery address is located out of Canada, customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by any charges!

Can you ship anywhere in Canada?

Because of important shipping costs by transportation companies, we currently don't offer delivery to the following regions in Canada:

  • Newfoundland and Labrador
  • Northwest Territories
  • Nunavut
  • Yukon
Is the payment secure?

We take your security seriously and take every precaution necessary to ensure that your shopping experience is safe and exciting!

No worries - All transactions conducted here are protected by Shopify Payment. All information exchanged is encrypted using the SSL protocol. Your data can not be detected, intercepted or used by any third parties.

We accept Visa, MasterCard, American Express and PayPal payments.

Why has my card been declined?

Uh-oh, there can be several reasons for a credit card decline. You should reach out to your bank and let them know about the issue, they will most likely be able to fix it.

Is it possible to exchange/return my purchase?

Of course! You have 30 days after delivery of your item to request a return or exchange. If you wish to do so, check out our Shipping & Return Policy.

*Some exceptions apply, please read our policy to verify if your order is eligible for a return.

Pre-order cancellations will be subject to a 15% cancellation fee.

What should I do if I receive a damaged item?

Your order will be carefully inspected before it's shipped. However, if you notice that we missed a little flaw, please let us know as soon as possible and we'll definitely rectify the situation! Send us an e-mail at support@cocovillage.com and let us know about your damaged product within 30 day after receiving your order.

Do you offer a warranty?

Yes. Coco Village products are warranted to be free from defects in materials and workmanship when used under normal conditions and for the purpose intended. For more details, please refer to the specific product's page, under the "Warranty" section.

I have a blog and would l like to collaborate with you! Who should I contact?

Our team would be thrilled to work something out with you, bloggy parents! Please let us know about your project at support@cocovillage.com

How do I submit an idea for a product name or blog entry?

Please email us at support@cocovillage.com. We would love to hear from you!

How do I stay up-to-date on new products from Coco Village?

Please sign up for our newsletter on the bottom of each page and follow us on social media to be the first to know about our featured products, events, promotions, contests and more!

If you can't find the answer you're looking for, feel free to send us a message - We'll be all ears! We'll get back to you within 48 hours.