Frequently Asked Questions

How can I contact customer support?

Our customer service team is available Monday to Friday from 8:00 AM to 6:00 PM (GMT). You can reach us using the following methods:

How long does it take to receive a reply?

All inquiries are handled in the order they are received. We aim to respond to all emails and messages within 12 to 24 hours. To help us assist you faster, please include your order number and any relevant details.

Can I change my shipping address after placing an order?

  • You may request a shipping address update within 24 hours of placing your order by contacting us via email or phone.
  • Address changes can only be made if the order has not yet been shipped. Once dispatched, changes cannot be guaranteed.

What is the delivery timeframe?

Total delivery time: 2–10 business days.

This includes both order processing and shipping.

Processing time: Orders are processed within 1–5 business days (Monday to Friday). Orders placed after 12:00 AM GMT will be processed the next business day.

Shipping time: Once dispatched, delivery typically takes 1–5 business days, depending on your location.

What should I do if my order arrives damaged?

If your order is delivered in damaged condition, please contact us at support@cocolina.co.uk with your name and order number so we can assist you promptly.

How can I track my order?

Once your order has been shipped, you can track it using the Track My Order page found in the menu or footer. Simply enter your tracking code.

Which shipping carrier do you use?

All orders shipped within the United Kingdom are delivered by Royal Mail.

Can I return my order?

  • Yes, returns can be requested within 14 days of receiving your complete order.
  • The return period begins on the delivery date.

What are the return conditions?

Returned items must meet the following criteria:

  • In good condition (new or slightly used)
  • Returned in the original packaging

The following items are not eligible for return:

  • Items showing heavy wear, damage, or missing parts not caused by us
  • Return requests submitted after the 14-day return period

How do I return an item?

  1. Download and print the Return Form.
  2. Complete the form and place it inside your return package.
  3. Send your parcel to:
    GTE Brands B.V.
    Newtonlaan 115
    3584 BH Utrecht
    Netherlands
  4. Use a shipping service that provides Track & Trace.
  5. Email your tracking number to support@cocolina.co.uk once shipped.

Important: If you received a faulty or incorrect item, we will provide a prepaid return label and cover the return shipping costs.

Please note that returns without a completed return form or valid tracking information cannot be processed.

Who covers the return shipping costs?

  • Faulty or incorrect items: Return shipping is covered by us.
  • Voluntary returns or exchanges: Shipping costs are the responsibility of the customer.

Do you charge any restocking fees?

No, we do not charge restocking fees.

When will I receive my refund?

  • Once your return is received and inspected, you will be notified.
  • Approved refunds are issued within 5 business days to the original payment method.
  • Additional processing time may apply depending on your bank or card provider.

Contact Information

Address: Newtonlaan 115, 3584 BH, Utrecht, Netherlands
Email: support@cocolina.co.uk
Telephone: +31 85 060 5072

Opening Hours
Monday–Friday: 8:00 AM – 6:00 PM GMT
Saturday–Sunday: Closed
Public holidays: Closed

Business Information

Company Name: GTE Brands B.V.
Store Name: Cocolina
Chamber of Commerce Number: 81637810
VAT Number: NL862165520B01