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FAQ

We love feedback!

...it's how we make CocoBlack products and services better. Some questions keep popping up & you'll find answers to some of the most common below. If your question is still not answered, go right ahead & send us and email through the 'Contact' page.

 

 

Shipping:
Our shipping period is estimated between 8-12 weeks. 
We recognise the excitement of weddings & importance of receiving your special purchase as soon as possible. However, we also highly value the detailed craftsmanship and time to create each gown, which is why some items may take longer than others to receive. 

 

Where do you ship? 
We ship anywhere within Australia.

 

How much does shipping cost? 
We are proud to offer FREE shipping, packaging & handling!

 

Order confirmation:
Once you have completed your order you will receive a confirmation email to inform you that your order has been lodged in our system. After your order has been packed and fulfilled by our fulfilment team, you will receive a shipment notification.


Further shipping enquiries:
Whilst the vast majority of the parcels we send reach their destinations within the usual delivery times, very occasionally parcels get delayed and take a little longer than normal. Please be patient, though if time frames are outside the above listed weeks from your order placement date, simply get in touch and we will happily investigate.

Please note that working days for Cocoblack are Monday - Friday and do not include bank holidays.

We would like to also state that while we do everything within our power to ensure your order is dispatched and delivered on time, we cannot be held responsible for any late delivery or failure to deliver due to circumstances beyond our control.

  

I haven't received my order:
If time frames are outside the above listed weeks from your order placement date, just get in touch and we will happily investigate.
Please contact us through the 'Contact' page.

 

 

Where do I find a Tailor / Dressmaker to alter my gown?
We recommending finding a professional Tailor or Dressmaker who is rated highly and in a close location to your home or work. Google Maps is able to provide independent reviews for local Tailors and Dressmakers within your area.

 

 

Can I obtain a refund?
YES, we offer refunds! Although remember to consult a Dressmaker or Tailor for Alterations advice prior to considering your return. It is more common than not for a dress to be altered to fit the shape of your body. After-all, no one is the 'standard' size! For more information on what to expect when perfecting the fit of a dress, visit our 'Alterations' page.


If you are still not completely satisfied with your purchase, please contact us via our online contact form within 21 days of receiving your item. All we need from you is to fill in the required details, along with your purchase order number, date of purchase, product item & reason for return.  

Upon agreement, Cocoblack will advise postage details for the return. Once we have received the item & pending assessment outcomes, we will issue your refund*.

For refunds, please contact with us via the 'Contact' page. 

*Please note:
When trying on items, please ensure that you are not wearing makeup, perfume or deodorant which may leave a scent or marks on the item. Please ensure the items have not been altered from the original design in any way. 
The item must be returned in its original packaging, along with any enclosed documentation. The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. The cost of returning the package is your responsibility. 
We will be unable to accept the return of any item where there is evidence that any of the above instructions have not been followed. 

 

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