FAQS

 

I GET AN ERROR MESSAGE WHEN I ENTER MY SHIPPING AND BILLING ADDRESSES. WHAT’S GOING ON?

If you are receiving an error message, there may be a problem with your credit card information, billing or shipping address. The billing address should match exactly what your bank has on file. Please review all information closely and look for any typos. Also, try re-formatting the names and addresses in your billing information (this often solves the issue).

 

MY ORDER WON’T GO THROUGH. WHAT SHOULD I DO?

If you’re still receiving an error message after reviewing your credit card information, billing and shipping address, make sure you’re using the latest version of your web browser.??Please only click the “Place Order” button once to avoid multiple authorizations!??If you continue to receive error messages, please contact Customer Care at:
+31 20 331 7774 M-Fr 18PM– 22PM GMT+1, S&S 9AM – 17PM GMT+1

 

I NEED TO CHANGE SOMETHING ON MY ORDER. HOW CAN I DO THAT?

If you need to change or cancel your order, please contact us immediately. We generally process orders within 24 hours, and once we processed your order, we will be unable to make any changes.   

I JUST PLACED MY ORDER.  CAN I ADD ANOTHER ITEM TO IT?

Unfortunately we cannot add items to an existing order. Please place a new order for the item and contact us. We’ll be happy to waive shipping on this additional order if it was placed within 24 hours of the original order. 

 

I’M UNSURE ABOUT A SIZE OR I HAVE A FIT QUESTION.  HOW DO I FIND THIS INFORMATION?

Please see our Size Charts for general information on sizing.  If you still have specific questions about a fit of an item or measurement guidelines, please drop us an e-mail.

 

I’M IN LOVE WITH SOMETHING THAT’S OUT OF STOCK IN MY SIZE! WHAT CAN I DO?

Exclusive cocoNUTS items can sell out quickly, but we may get more soon!

Just drop us an e-mail with:

  1. The product
  2. Size and color you’ld like/whatever applicable.
  3. Confirm your e-mail address

And you’ll be notified if and when an item is restocked.

All of our CocoNUTS Republic pieces are one-of–a-kind. As in most cases we only acquire one of each item, we often cannot restock specific pieces. We are always on the lookout for amazing pieces and restock our online boutique with similar styles, so please check back to find our latest findings. We promise you’ll fall in love over and over again.

 

CAN I RETURN OR EXCHANGE ITEMS THAT WERE PURCHASED ON SALE?

All final sale items cannot be returned or exchanged. Check out Return & Refunds for our full policy.

 

HOW LONG DOES IT TAKE TO PROCESS MY RETURN?

Once we have received your package, your refund will be processed within 3 - 7 business days. You will be notified via e-mail at the address listed on your account when this transaction has taken place.??Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us.

 

WHEN WILL YOU SHIP MY ORDER?

Most orders ship within 2 business days of purchase. Shipping times may vary due to availability of merchandise. Orders are not shipped on the weekends or holidays.

 

WHERE IS MY ORDER CONFIRMATION?

As soon as your order ships, you will receive an email confirmation to the email address you entered on your order.  If for some reason, you did not receive an email, please check your spam folder and add contact@coconutsrepublic.com to your safe sender list. You can also check your order status by signing into your account on our website.

 

WAS I CHARGED TWICE?

Your credit card will only be charged once after your order ships.

If you just placed your order, what you are seeing on your bank account is an authorization. This is a common bank practice handling credit card transactions to ensure sufficient funds and account authenticity. This authorization will clear (depending on your bank, usually within 48 – 72 hours.) If you need help speeding up the process, you can contact the issuing bank of your credit card.

Please only click the “Place Order” button once to avoid multiple authorizations.

 

WHY WAS MY ORDER CANCELED?

Due to an unforeseen event, the item you ordered suddenly became out of stock and is no longer available. We promise these cases are rare. However, if an item in your order does become unavailable, you will be contacted within 24 to 48 hours about the cancellation. If your order contains additional items, these items will still be shipped to you and the unavailable item will be removed from your order. 

 

WILL I HAVE TO PAY INTERNATIONAL TAXES & DUTIES?

Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. The general amount for the duties and taxes fee is 20% of the dollar amount of the merchandise. However, this is just a general guideline and may vary depending on the country to which the order was shipped. You should contact your customs office for specific amounts and percentages.
CocoNUTS Republic cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages.
By law, we must declare all items at their full price and cannot alter this amount to decrease international custom fees. If you refuse a shipment from CocoNUTS Republic, you are responsible for the original shipping charges, any import fees, duties and/or taxes that are incurred on the package, and the cost of returning the package to CocoNUTS Republic. This amount will be deducted from your merchandise refund. In the instance that the return fee exceeds the amount of the merchandise plus shipping costs, the package will be abandoned and you will not be refunded.

 

I HAVE COCONUTS CREDIT. HOW DO I USE IT?

  1. First, sign into your CocoNUTS Republic account.
  2. You should see the cocoNUTS credit on the "My Account" page.
  3. Upon checkout, the store credit will automatically be deducted from your order total.
  4. If you do not use the entire store credit, the remainder will go back into your CocoNUTS Republic account to be used on future purchases.
  5. All store credits are valid for one year from the date issued.

 

I RECEIVED A COCONUTS REPUBLIC GIFT CARD. HOW DO I USE IT?

  1. Under the Payment section during checkout, click the “Use A Gift Card” button.
  2. Enter your gift card number and PIN (if you have one).
  3. Click “Apply Gift Card”.
  4. The gift card amount will be deducted from your order total.

 

I AM A STYLIST AND I WANT TO BORROW COOL STUFF FROM COCONUTS REPUBLIC FOR SHOOTINGS AND SHOWS, IS THAT POSSIBLE?

We cannot give everything for free, however, we are very open minded and aiming for win-win situations. Please contact the founder directly to discuss the possibilities  by sending an e-mail to cindy@coconutsrepublic.com.