Frequently Asked Questions
Please click on a FAQ below to view.
Q: How do I pay for my order?
A: At checkout you will be asked to pay for your order through Nochex, our secure payment gateway. To make sure you always have the highest level of security, your card payment details are automatically encrypted when you enter them. You can pay for your online order using the Visa, MasterCard, Delta, Switch, Maestro, Visa Electron or Solo cards. All orders must be prepaid, and payment will be made when your card has been authorised.
By using this payment method, you will be asked to enter your credit or debit card details via a secure page that uses the latest 256 bit encryption system, the highest level currently supported by all web browsers (such as Internet Explorer and Firefox).
By using the Nochex Payment Service Provider, these details will be passed securely through the PSP 'gateway' directly to your specific bank or credit card company to allow the payment’s authorisation. This direct integration enables an immediate response and therefore ensures that your order is processed quickly, securely and with the minimum of inconvenience.
Q: How do I use a promotion code?
A: Simple! Just add items to your basket and proceed to checkout as usual. When prompted enter the promotion code into the box. You'll need to enter the promotion code to get the discount or special offer on your order. Details of the discount or special offer will be detailed on your despatch note which will be included in your delivery.
Q: How long will it take for my order to be delivered?
A: Although we cannot always guarantee prompt delivery, we aim to dispatch all orders received within 2 business days following payment authorisation, but in practice this may be achieved sooner.
Depending on your choice of delivery option, your order will be delivered by Royal Mail a further 1-3 days after notification of dispatch. Please refer to our Delivery tab for further detail.
Q: Do I have to pay for postage?
A: If you order goods worth £75 or more (before any applicable discount is applied), the Royal Mail 1st Class postage option is free. Next day Royal Mail Special Delivery and Royal Mail Special Delivery (Saturday) options will still be available at checkout, but you will be charged the normal flat fee (see below).
Order values below £75 will be charged postage. We charge a flat fee of £4 for Royal Mail 1st Class and a flat fee of £7 for next day Royal Mail Special Delivery.
Guaranteed Royal Mail Special Delivery (Saturday) is also available for a flat fee of £12. Please refer to our Delivery tab for further detail.
Q: Will the packaging that my order is delivered in be discreet?
A: We value our customers’ discretion and privacy at all times. Depending on the size of the item(s), goods will be delivered in either a plain brown or white box or plain jiffy bag or plain postal tube and will carry no reference whatsoever to La Coquette.
The only thing that will make reference to us will be a small "if undelivered" return address label made out to “GT Trading (Europe) Limited” as this is required by Royal Mail.
Q: Do you deliver to outside of the UK?
A: For the time being we only deliver to addresses in the UK and can only accept GBP.
Q: Can I return my order and get a refund?
A: We want you to be completely satisfied with your order and love what you have bought. However, if you are not happy with your purchase, or have changed your mind, you may return your order as long as you have notified us in writing to returns@lacoquette.com, stating the reasons for the return, within 7 working days from the day after receipt of your goods, and have been issued 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 return address: GT Trading (Europe) Ltd, Lancaster House, Barrack Lane, Windsor, Berkshire SL4 1HD.
If you are returning goods that you believe are defective, and it is within the 30 day guarantee period, please inform us in writing at the above address and describe the fault.
Upon issue of a RAN, please return the goods in their original packaging to the return address detailed above. Please refer to our Delivery & Returns or Terms & Conditions tabs for further detail.
Q: Can I exchange products if I change my mind?
A: Yes. As long as you return the unwanted goods to us within 7 working days from the day after receipt and in the condition as in accordance with our Terms & Conditions, we will exchange these goods for you.
If the value of the exchanged goods is less than the original purchase value, we will refund your card with the price difference, less all additional postage costs to send the goods to you, regardless of whether the new order is worth more than £75.
If the value of the exchanged goods is more than the original purchase, we are unfortunately not able to charge your card with the price difference. You will be entitled to a refund equal to the value of the original purchase less any postage cost borne by us if the value was more than £100 and will have to process a new order for the required goods through the website as usual.
Q: Can I exchange faulty products?
A: Yes. As long as you return the faulty goods to us within the 30 day guarantee period and subsequent testing by us proves the product to be faulty, we will exchange it. Exchanges will only be done on a like-for-like product basis. Please ensure that faulty goods are returned in a clean, hygienic and sanitised condition and in their original packaging with all manuals and chargers included.
If subsequent testing shows the goods not to be faulty, they will be returned to you and you will not be entitled to either a refund or exchange.
Q: Are the toys you stock phthalate free?
A: Absolutely. Your health is extremely important to us and La Coquette believes that your health should never be compromised. Phthalates can often be found in cheap, jelly-like toys which we do not stock. We take care to ensure that none of the toys we ever stock contain phthalates.
Please refer to our Looking After Your Health tab for more information on phthalates.
Q: What are the toys you stock made from?
A: As part of its premium and luxury offering, La Coquette aims to source only the very best and highest quality materials for its toys. This combines the need to maximise functionality and user enjoyment with the over-riding necessity to ensure as hygienic and healthy environment as possible. We use materials such as silicone, medical grade stainless steel, anodised aluminium, Lucite, Pyrex (borosilicate glass) and quartz crystal.
Please refer to our Looking After Your Health tab for more information on individual materials.
Q: Do the vibrators come with batteries?
A: Some are rechargeable, so do not require batteries. Some of those that do require batteries come with them, others do not. Please refer to the individual product specification as to whether batteries are included or not.
Q: Is my payment and order secure?
A: We are accredited by SafeBuy and carry the SafeBuy logo on our website. This accreditation means that we conform to the SafeBuy Code of Practice which ensures amongs other things that we provide security for the processing of credit card transactions and adhere to the relevant legal legislation for the sale of goods, thereby giving you the peace of mind that your goods will be despatched following the processing of your payment.
Q: Are my personal details safe and secure?
A: In keeping with the SafeBuy Code of Practice, we promise to keep your name and all contact details along with any other information you give us, absolutely secure. Our secure server scrambles your personal information before it is sent over the Internet, using 256 bit encryption thereby offering the highest level of encryption and security possible.
This means you can rest easy knowing that communications between your browser and La Coquette’s web server are private and secure.
Q: Do you store credit and debit card details?
A: For added peace of mind, we do not store any of your credit or debit card details on any of our systems.
At checkout you will be required to pay through Nochex, which is a highly regarded UK based payment gateway, independent from our systems and trusted by millions of internet shoppers across the UK.
Q: What detail will show up on my credit or debit card statement?
A: Whilst La Coquette does not believe there is anything to be shy or embarrassed about making purchases such as these, we fully appreciate that customers will expect their discretion and privacy to be maintained at all times.
The reference on credit and debit card statements will simply be "NOCHEX 0113 3443 996".
Q: Can I register and open an account with La Coquette?
A: Yes. Registering as a user and creating an account with La Coquette will enable you to receive our monthly newsletter, receive exclusive offers and discounts and track the status and progress of your order.
You will need a password for your account so that when you come back to La Coquette in the future, you can use the same delivery address and method of payment you provided for your first order. You will also be able to use your password to make changes to your account information.
Click on My Account to register and create an account.
Q: Can I place an order with you over the telephone?
A: No, we're afraid you can only order online.
Q: Can I contact you if I have a query regarding my order or any of the products?
A: If we can help to improve your La Coquette experience, we want to hear from you! Please email us at info@lacoquette.com and we will endeavour to get back to you as soon as possible. Alternatively, please call us on 01753 831004 or write to us at GT Trading (Europe) Ltd, Lancaster House, Barrack Lane, Windsor, Berkshire SL4 1HD.
