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FAQ's

Coco & Pud, who we are & what we do.

Coco and Pud is an Australian luxury pet brand, an online retailer and wholesaler passionate about pet products.  

Coco & Pud products are manufactured from premium quality materials and sourced from ethical companies. We aim to ensure that your four-legged friend has only the finest products and absolute luxury range throughout the seasons. We offer an extensive collection of the finest luxury pet accessories for your pup or puss, individually sourced and hand picked. 

Our unique collection of luxury pet accessories includes custom design pet accessories which are inspired by and created from ideas and aspirations from our Coco & Pud friends.  

 

ORDERING

WEBSITE:  We are open 24 hours a day.   Add the items to your cart, select ‘checkout’ and then follow the prompts to enter your shipping details, payment information and any other comments.  If you have any questions or problems, please email us at contact@cocoandpud.com.au and we will contact you as we are back in the office.

 

PAYMENT

Credit card, PayPal and AfterPay are available to complete your purchase.  All payments are processed online securely by PayPal or Swipe and card details are not stored by the site.

We do not sell, trade, or otherwise transfer to outside parties any details of your personal identifiable information.

 

HOW TO ORDER ONLINE

Online shopping with Coco & Pud is simple and easy.

1. Browse through our website and select the items you wish to purchase by clicking on ADD TO CART you can review your cart at any stage

2. Proceed to the checkout section.

3. Fill out your personal details (name and address email and phone number)

4. Provide your shipping address (delivery address). 

6. Comments: if you have any special instructions, please note them on your order.

7. Pay - Select your payment method.

Once your order is completed, you will receive an email confirmation of your order, together with a tracking number.

 

DISCOUNTS

Discounts are at the discretion of Coco & Pud. In the case of category wide discounts some exclusions may apply.
Coco & Pud only permit the use of one discount code per purchase. Multiple discount codes cannot be applied to a single item.

 

SHIPPING INFORMATION

Orders are packed and shipped daily, Monday through to Friday (except public holidays).

Please allow for delays over public holidays, extreme weather conditions and property access for delivery. 

For shipment updates please use the tracking number provided in your shipped confirmation email or contact your local postal service with your tracking number. 

By accepting our terms and conditions upon placing your order you agree that Coco & Pud is not responsible for any delay in delivery. Please allow an additional 1 to 3 business days for delivery of any orders to Western Australia or outside of a metropolitan area.

We have limited control over delivery times and recommend phoning the courier listed on your email notification. Drivers are not hired by Coco & Pud, they are third party delivery couriers, therefore out of our control. Orders cannot be cancelled and or refunded due to delay or loss once in the hands of a shipping party. However, we replace the order if stock levels permit and resend.

All shipping addresses are to be written in English without accents marks on letters. If the incorrect address is provided and your order has been shipped, customers will incur a reshipping fee.

Import taxes or customs duty are the sole responsibility of the customer. In the event of a parcel returned due to non-delivery or not being picked up, a refund will not be given for shipping. Products only will be refunded.

 

PRE-ORDERS

Arrival dates for Pre-orders are expected arrival dates. However, due to the possibility of delay, or circumstances out of our control, Coco & Pud cannot guarantee availability by the expected date.

Please note that when purchasing any Pre-Order items with other items from our store, your order will be shipped as a single package once all items are available. 

 

Australian Shipping Charges

Standard Shipping: Shipping prices for order under AUD $150 are calculated at check out. 

FREE SHIPPING: ORDERS AUD $150+

Deliveries within Australia are shipped via Australia Post or courier.

Delivery usually takes between 2- 5 working days depending on your location. Any delays once orders have been dispatched are beyond the control of Coco & Pud.

A shipping confirmation will be emailed once dispatched with a tracking number for your reference. For shipping updates enter tracking numbers can be entered into Australia Post or courier website to track parcel and expected delivery date. This will provide the most accurate delivery information.

 

USA Shipping Charges

Standard Shipping: Calculated at check out

 

Rest of World Shipping Charges

Standard Shipping: Calculated at check out.

International orders are shipped Standard Australia Post unless Express Post option is selected. 

A tracking number will be sent to you once your order has been shipped. Please note for Standard International Shipping tracking is limited, sometimes to extend of Australian borders.

Standard International deliveries on average can take up to 3 weeks. However, for some countries this may be longer depending on your local postal service.

For shipment updates please use the tracking number provided or contact your local postal service with your tracking number.

 

RETURNS AND EXCHANGES

You may return your items with the exclusion of sale merchandise. We do not refund sale items.
Any returns need to be shipped within 14 days of receipt by return post for an exchange or refund, only if the products:

 • Have not been used or worn
 • Is not soiled or damaged, or absorbed dog smells
 • Has its original tags attached
 • Is returned in its original packaging

To complete your return, we require a receipt or proof of purchase, and your original Order No. & date of purchase.
Please check our return requirements have been met. Otherwise, we are unable to process your request. Complete your return details on the downloadable Return Form and post your return to:
Coco & Pud
PO Box 3345
Robertson NSW 2577
AUSTRALIA

Please allow up to five business days from the day your return is received by our online store for it to be processed. 

Return shipping costs are the responsibility of the purchaser when returning an item. Shipping costs are non-refundable.
 
To view full Returns & Exchange Policy visit our Returns & Exchanges page.

CARE INSTRUCTIONS & SIZING GUIDE

Each product listing has its own Size Chart. We recommend measuring your pet and referring to the chart for best fit.

Care instructions are included on each Coco & Pud brand product listing. We recommend reading these guidelines prior to washing or laundering any Coco & Pud product. Other brand washing instructions are included where available. However, if they are not included we recommend contacting the brand to find out most appropriate washing methods.