Delivery & Returns
We aim to despatch all orders received within 2 business days following payment authorisation, although in practice this may be achieved sooner. Orders that are received by 12 noon Monday to Friday may be despatched that day. Orders received after 12 noon Monday to Thursday may be despatched that day, otherwise they may be despatched the following day. Orders received after 12 noon on Friday or over the weekend or a Bank Holiday may be despatched on the following business day.
At checkout you will be given the option to designate Saturday Special Delivery. This will be despatched on Friday. Orders must be received by 12 noon on Friday to guarantee Saturday delivery.
We will send you a notification email when your goods have been despatched. If the goods you have ordered are out of stock on the day of order, we will notify you by email.
Depending on your choice of delivery option, your order should be delivered by Royal Mail a further 1-3 days after despatch confirmation.
If you spend more than £75 (before any applicable discount code is applied), 1st Class postage is free. Order values below £75 will be charged postage. We charge the following flat fees by delivery option:
- Royal Mail 1st Class: £4
- Royal Mail Special Delivery: £7
- Royal Mail Special Delivery (Saturday): £12
Special Delivery is guaranteed to deliver your goods by 1pm on the day after we have sent you an email notifying you of despatch.
A signature on delivery will be required for all Special Delivery items. If the package is too large to be delivered, Royal Mail may return it to their local depot for later collection. If the items are returned to us due to non provision of a signature on delivery or non-pick up from the designated Royal Mail depot, you will incur extra postage costs for us to redeliver the items, regardless of whether they are worth more than £75. If Royal Mail fail to deliver any item to the delivery address specified by your order for whatever reason, we will not be able to process a refund or despatch the item again until we are either in receipt of the returned original order or it has been declared lost by Royal Mail (defined as non delivery after 15 working days following the due delivery date), whichever is the earlier.
For valuable or large orders, we reserve the right to despatch goods using Royal Mail Recorded Delivery, which requires a signature on delivery. We will let you know in your confirmation of despatch email if this is the case.
We value our customers’ discretion and privacy at all times. Depending on the size of the items, goods will be delivered in either a plain brown or white mailing box, plain brown tube or plain jiffy bag and will carry no reference whatsoever to La Coquette. The only thing that will make reference to us will be a small return address label made out to “GT Trading (Europe) Limited” as this is required by Royal Mail.
For more detail on our Delivery policy, please refer to our Terms & Conditions for further details.
We want you to be completely satisfied with your order and love what you have bought. However, in the unlikely event you are not happy with your purchase, or have changed your mind, you may return your order for a refund or exchange provided you meet our returns’ terms. You must notify us in writing at returns@lacoquette.com, stating the reasons for the return, within 7 working days from the day after receipt of your goods. We will then issue you with a Returns Authorisation Number (RAN). You must then return the goods to us immediately, unopened, unused, undamaged, with all security seals intact, in the same condition in which you received them, at your own cost and risk and with the RAN clearly visible on the outside of the return packaging to the following address: Lancaster House, Barrack Lane, Windsor, Berkshire SL4 1HD. A full refund can then be processed and credited to the card used to make the original transaction.
If you want to exchange the returned item please provide full details of the replacement products, including product name, colour choice (if applicable) and quantity required. This must be included in your email to returns@lacoquette.com to ensure processing of the exchange. We will only despatch exchanged goods once we are in receipt of the original returned order and are satisfied that it meets our returns criteria. Where the value of the exchanged goods is less than the value of the original purchased item(s) we will credit the original card used to make the transaction with the difference, less the additional postage cost borne by us to send the exchanged goods to you. Unfortunately, where the value of the exchanged goods is more than the value of the original purchased item(s), we cannot debit your card with the additional expense. Instead we will refund the value of the original transaction and ask you to submit a new order through the website in the usual way. Additional postage costs for exchanged items will be borne by you and offset against any refund value.
We reserve the right not to proceed with a refund or an exchange of unwanted goods where the condition of the returned product(s) do not meet our returns criteria as detailed above.
If you are returning goods that you believe are defective, and it is within the 30 day guarantee period, please inform us in writing as soon as possible at returns@lacoquette.com describing the fault as fully as possible. Upon issue of a RAN, please return the goods in their original packaging and with all applicable manuals and chargers included, as soon as possible to our return address: Lancaster House, Barrack Lane, Windsor, Berkshire SL4 1HD. If you require an exchange of a faulty product, exchanges will be done on a like-for-like product basis only once tests have been carried out confirming the fault. If our testing shows that the product is not defective we will return the goods to you and no refund or exchange will be offered.
Please ensure any defective goods are returned to us at our returns address in a clean, hygienic and sanitised condition, in their original packaging and with all manuals and chargers included. We will only despatch exchanged goods once we are in receipt of the original returned order and are satisfied that it is faulty.
Products returned by you because of a confirmed defect which you do not want to be exchanged will be refunded in full, including a refund of any delivery charges paid as well as the cost incurred by you in returning the item to us. We will usually process the refund due to you as soon as possible and, in any case, within 30 days of the day we confirmed to you via email that you were entitled to a refund.
For more detail on our Returns policy, please refer to our Terms & Conditions for further details.
