 | Terms And Conditions |  |
About Us Coconut Hut Limited the trading name of Coconut Hut, a UK based Independent Online Boutique selling colourful clothing and accessories to groovy people like you. We care immensely about every aspect of the business and are completely dedicated to your total satisfaction. We genuinely care about our products and put a great deal of time and effort into making sure they get to you safely. All problems can be ironed out with a little communication. So if you experience any post sale trauma! then please do just get in touch and we will be more than happy to help :)
IMPORTANT - IF YOU READ NOTHING ELSE READ THESE THREE POINTS Before ordering !!
1) CHECK your CONTACT DETAILS. In particular check you have entered your EMAIL address correctly NOW! All our order confirmations/processing info/shipping info/receipts etc. are issued via email. If you receive no communication from us then it is because YOU have not given us your correct email address.
2) CHECK if you have entered your INVOICE/BILLING address EXACTLY as it appears on your bank statement. No abbreviations, NO additional hiphens, No speech marks. To ship to another address you simply tick the small BOX found in 'Select Shipping Destination' just under the COUNTRY drop down list option. When you fill in your INVOICE address there is a line that says 'Ship to seperate delivery address: YES/NO' Make sure it is correct - if not click CHANGE. When you click 'next' a DELIVERY address field opens if you have opted for this. If you have not done this but need to then go and DO IT NOW.
So for example if you are a student living in your own place but your card is registered at your parents then in the billing address you must write your parents address. Likewise, if you need the package delivering to a work or friends address then you must still enter your billing address exactly as it appears on your statement. In both cases, you would enter your SHIPPING/DELIVERY address seperately afterwards. If all goes wrong and you can't find the shipping address box then just make sure your billing address is correct and advise us via email of your preferred shipping address.
3) CHECK our FAQ's page for queries regarding DELIVERY or MANUFACTURING times prior to putting in your order. This is PARTICULARLY IMPORTANT if you need something urgently or are ORDERING FROM OUTSIDE THE UK. To navigate towards the FAQ's page go back to the HOME page and you will see the FAQ's page button. If you are having problems doing this then just open a new window and type www.coconut-hut.co.uk into the address bar!
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Now back to the Terms & Conditions.. A lot of this is just standard stuff but if you have any further queries just email us :)
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Making A Purchase Making a purchase could not be easier. Just browse our store and add items you wish to buy into the shopping cart. After you have made your selection go to the Checkout and fill in the required fields.
Please pay special attention when you fill in your billing address. This should be entered exactly as it appears on your card statement and should not be confused with your delivery address. If you enter the wrong billing address or make a spelling mistake our card processing facility will consider your transaction as fraudulent and you will encounter delays. We are only pointing this out because so many customers are still making this mistake.
*** No matter where you want your package delivered to... Please enter the billing address exactly as it appears on your statement! You will be able to fill in your delivery address seperately if necessary ***
Once you have filled in the required fields on our site you will then be transfered to HSBC's secure-epayments facility where they will take your money on our behalf.
We accept a variety of cards including Visa and Mastercard. We do not accept your payment into our account until the item is actualy ready to ship. We accept online payments only.. not via phone or fax. If you are shopping from overseas, place your order as usual and your credit card company will convert the transaction to your own currency.
When confirmation of order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable. |
Shipping And Handling The cost of delivery will automaticaly be worked out at the checkout. We use Royal Mail's 1st class 'recorded delivery' service for the UK and 'international signed for' for the rest of the world.
Please be aware that when ordering from overseas, your country may charge you a customs fee depending on the value of the item you have purchased. This fee varies from country to country and please bear in mind that this fee is nothing to do with us!
If you have any concerns regarding postage cost or delivery time please do not hesitate to contact us prior to purchase by email: info@coconut-hut.co.uk |
Delivery Schedule We usually get our orders out within a matter of days and 99% of the time your order will be despatched on the same or following day, but some products such as clothing or other hand made items may take slightly longer to source than this. In most cases you will receive your order within 1-3 working days (UK ONLY).
However, delivery times do depend on the availability of the product in question. So if you need an item by a deadline or specific time (in particular clothing or other hand made item) then you must email us prior to putting in the order or place your order in advance. For accessories items such as leg warmers and socks these can usually be dispatched very quickly so as long as you order with a few working days to go there should be no problem. Wrist warmers are made to order so may take an additional day or two to arrive as they get put in queue of items to be made. They are normally dispatched within 1-2 days of the order being placed.
We would like to stress that we do not give refunds to customers claiming an item was not received in time when we had no prior knowledge of this urgency.
If you need something quickly, then you are advised to email us first to ask if we can get the item out to you in this timescale. We can usually help, and are more than willing to do what we can to get you the item by the date you require it. However, if we dont know about the urgency in the first place, then there is obviously nothing we can do to make sure you get your item on time. Get in touch :)
See our FAQ's page for info on next day delivery.
If the item you order is in stock then it will be shipped immediately. If it is a made to order clothing item or something else hand made then it cannot be shipped for a few days. If there is any longer delay you will be informed however, the sourcing process for any item if not in stock usually takes no longer than a few days.
When ready for dispatch your package will be sent out via first class recorded delivery in the UK and 'International Signed For' post for everywhere else in the world. The cost of delivery will automaticaly be worked out at the checkout.
Although we can accept no liability for Royal Mail postage times, they are approximately as follows:
UK ............................ Approx 1-2 working days from day of dispatch
EUROPE................... Approx 5-14 working days from day of dispatch
US............................. Approx 10-18 working days from day of dispatch
Rest of the world........Approx 15-21 working days from day of dispatch
Please be aware that an item going abroad can ONLY be considered late or lost after the 21st day after dispatch has elapsed. This is because this is the point at which 'Royal Mail' considers an item lost abroad and it is only after this point that they allow us to make a claim. Within the UK 1st class recorded is only officially considered late or lost after the 15th day after dispatch has elapsed. See www.royalmail.com for further info.
It is extremely unlikely that you will have to wait more than 5 working days for any item to reach you in the UK, but you must be willing to accept this as a possibility when placing an order. The only product line that may take a bit longer is the Diva Fleece because it is hand made to order outside of our studio.
Customs Fees:
Please be aware that when ordering from overseas, your country may charge you a customs fee depending on the value of the item you have purchased. This fee varies from country to country. Whilst some countries only charge if your item is worth over £250, others have a much lower cut off point. Please bear this in mind when purchasing from overseas and remember that this fee is nothing to do with us!
Possible fraud:
There are several reasons why your transaction details may come back to us with 'posible fraud' marked on them. Although they are usually totally innocent, it is vital that we look into them seriously. We will usually need to ask you questions in order to resolve the problem, or simply let you know that we cannot process the order. In most cases you will be asked to place the order again with the correct details.
There are many possible reasons why a transaction may come back to us with a fraud pending notice. However, usually the allegation of possible fraud is due to a failed AVS check. This means that part of the details you have provided DO NOT EXACTLY MATCH the details your card issuer has. This could be part of the adddress, the postcode or even a mispelt name. We do understand fully that this might just be a simple mistake on your part.
Please therefore remember that no matter where you want your item delivered to, the name and address you give us for the invoice details must EXACTLY match the details that your card issuer has. This is the EXACT address to which your card is registered to. Whether you actually live somewhere else or not is totally irrelevant. If you want your goods delivered somewhere else this is up to you when you fill in the delivery information, but the invoice details must be 100% acurate.
We get these sorts of problems very often, and although they are usually totally innocent we have also had cases that have turned out to be fraudulent. In some cases that were seemingly innocent, we have accepted the money and sent out the goods, only to have the money taken back off us in a legal dispute but of course no goods returned. We simply cannot take these risks.
Card processing problems may severely affect the delivery time of your package. Please try to avoid delays in the processing of your order by entering your details accuratelly. Please also understand that it is in your interest that we use these tight control. If it was not for these measures stolen card numbers could be used extremely easily on the internet.
Our Payment Service Provider is HSBC Bank PLC and we follow their guidelines regarding fraud prevention to the best of our abilities.
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| Back Orders We will do our best not to advertise an item where stock has run out. However, If your selected item is not in stock we will back order for you where possible. In such a case where this item is no longer available ie. an end of line item, then we will contact you and suggest another item. In either case, you will always be emailed with the option to cancel your order if you prefer. |
| Tax Charges Where applicable all prices include VAT. |
Credit Card Security You will never even enter your card details on our site. This will be done when you are transferred to HSBC Epayments secure site or Paypal secure Payments site. The only sensitive details you enter on our site are your address details, which are fully encrypted before being transferred over to HSBC or Paypal.
HSBC is the worlds leading bank and we trust that you will feel safe shopping in an environment with the highest level of security, provided by HSBC. Paypal is the worlds leading 'non bank' payment provider and we trust also that customers preferring to use Paypal will feel at ease and have a happy and safe shopping experience. |
| Reaching Us Please use our FAQ's page as a first reference for all questions. If you then need to reach us, please email us at info@coconut-hut.co.uk or go to the contact page and use the link. Alternatively, you can call +44 (0) 7720 056 799 |
Privacy Policy Coconut Ht Limited do not disclose buyers' information to third parties other than when order details are processed as part of the order fulfilment. In this case, the third party (HSBC's Epayments store) will not disclose any of the details to any other third party.
Cookies are used on this shopping site to keep track of the contents of your shopping cart, to store delivery addresses if the address book is used and to store your details if you select the 'Remember Me' Option. They are also used after you have logged on as part of that process. You can turn off cookies within your browser by going to 'Tools | Internet Options | Privacy' and selecting to block cookies. If you turn off cookies, you will be unable to place orders or benefit from the other features that use cookies.Data collected by this site is used to:
a. Take and fulfill customer orders
b. Administer and enhance the site and service
c. Only disclose information to third-parties for goods delivery purposes |
Returns Policy You must contact us within 7 days of receiving your package to be considered for any exchange or refund.
In all cases items returned must be TAGGED and UNWORN.
If you purchase something on the site that you decide was the wrong decision please get in touch ASAP and we will be more than happy to exchange it with something else of the same or similar value. We will happily exchange items when customers feel they have ordered the wrong size and where the correct size is actually in stock or can be made.
For any refund consideration you MUST contact us within one week of the items being sent out. We have to be strict with rule because we are a small company and simply cannot afford to be giving refunds at later dates. If something is the wrong size or you want to exchange for any reason then you must contact us as soon as possible to discuss this with us.
We rarely give refunds where the customer claims an item was not received in time for a certain date. This is a risk you take when ordering. We will never guarantee that an item will arrive for a specific date, ie for a specific party or function you are attending - unless you have pre-arranged this with us or have used the next day 'Special Delivery' service and understand that an item can only be shipped out this quickly if it is in stock. For info on next day guaranteed delivery see our FAQ's page. If you pay the additional fee for next day delivery it is still advised that you email first and ask us if we can actually get the item out yo you this quickly.
If an item is needed by a specific date, but is not necessarily that urgent (i.e. perhaps needed in one week as oppose to tomorrow!) then you should still inform us of this date. This is because in the event that we are extremely busy and running behind schedule - we can atleast prioritise your order over another which perhaps doesn't have a deadline. So please inform us of the deadline even if it is not really urgent - We are unable to give refunds based on claims that an item was not received for a specific date, when we had no warning of the timescale in the first place. We can also never be held fully accountabe for the postal service.
Please remember to email us with all enquiries prior to purchase, especially if you need an item by a specific date. We would like to stress that you have to warn us in advance when something is needed for a certain date, as we will not give refunds for 'late items' when we had no prior knowledge of the timescale.
We endeavour to portray as exactly as possible the correct colours of products in our images. If you need 'specific' tones for any clothing or accessory item then you are advised to email first to confirm what you see in the picture. We will always send you the colour you have ordered, but you must be willing to accept that the item's colour may vary slightly from the image you see on your computer screen. We use image editing software to get the item in the picture to look as close as possible to the colour it is, however, these colours can vary dramaticaly depending on your screen settings, whether you have a flat screen or not, the lighting in your work room and of course your computers graphic card and image viewing capabilities.
Please remember, if you are unsure in any way about the size, availability, colour or time of delivery of an item then you are advised to email prior to putting in an order.
Please do not order two of the same item in diferent sizes if you are unsure. Please discuss this with us first. We are a small company and our clothing items are made to order and we just cannot use up our resources like this. If when you receive your item it is the wrong size, then we are happy to have the next size made up and send this out as an exchange after that point. However, we cannot accept returns where you have ordered two of the same item deliberately with the intention of sending one back. If you need any help regarding this issue then you must email prior to purchase to discuss this possibility.
We will of course offer a refund if the product was not delivered at all and we have evidence of this from our postage slip. In this situation we can claim compensation from the post office. We will also offer refunds for manufacturing defaults, although this occurence is highly unlikely due to the care and attention that goes into the packing and inspection of your order!
For obvious reasons.. We can only cancel an order entirely if it has not yet been shippped. So if this is you then get in touch quickly before we next go to the post office!
HAPPY SHOPPING PEOPLE :) |
© Coconut Hut Limited 2008. All product images and product descriptions on this page and elsewhere on www.coconut-hut.co.uk are copyright protected and may not under any circumstances be copied, printed or reproduced in any form. |
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