THFrequently Asked Questions
ORDER | The product I wish to order is sold out
Due to popularity and attractively priced products, our beauty products can currently sell out faster than you are normally used to from us. However, our online stock is regularly replenished. We recommend that you use the 'Email me when available' function on our product page so that you receive an e-mail as soon as the product is available again in our Online Shop.
ORDER | I have not received an order confirmation, but I have paid
If you have not received a confirmation by e-mail, we recommend that you first check your advertising or spam inbox. If you have placed your order with a registered account, you should find your placed order in the menu item 'My orders' within your My Coconut Oil Store environment.
If, one hour after placing your order, you still have not received an order confirmation e-mail or if your order has not yet been registered in your personal account, please send a copy or screenshot of your full bank statement to [email protected] with the subject 'No confirmation' and we will investigate the status of your order as soon as possible.
If you have not received a response from us after two working days, please check whether the amount paid has been refunded to your bank account. If this is the case, your order has not been successfully entered into our order system by mistake and we advise you to place your order again.
ORDER | Can I change my placed order?
Unfortunately it is not possible to change details of your placed order.
If you accidentally entered an incorrect address when placing your order and your order has already been transferred to our delivery partner DHL, you can adjust your delivery details yourself. As soon as you have received the Track & Trace details of your order and your order has been transferred to DHL, you can choose the option 'Agree something else'.
If you have accidentally ordered an incorrect product, we advise you to refuse your order as soon as the postman is at your door. Our delivery partner will ensure that your order is returned to us free of charge. As soon as your return has been received by us, you will receive a confirmation by e-mail and the paid amount will be refunded to your bank account within 5 to 10 working days..
ORDER | Can I cancel my placed order?
Unfortunately it is not possible to cancel your order. If you do not wish to receive your order, we advise you to refuse your order as soon as the postman is at your door. Our delivery partner will ensure that your order is returned to us free of charge. As soon as your return has been received by us, you will receive a confirmation by e-mail and the paid amount will be refunded to your bank account within 5 to 10 working days.
ORDER | Can I exchange my online purchase?
Unfortunately, it is not possible to exchange your online purchase for another product. You must return your received product (if unopened and unused) and place a new order.
You can return your online purchases via a DHL Service Point in your area. You must add the return form you received to your return shipment. You state at the Service Point that your package must be returned to Coconut Oil Store and the DHL Service Point employee will ensure that your package is returned to us completely free of charge. When you hand over your return shipment, you will always receive a return receipt: keep your return receipt carefully to check the status of your return shipment.
Normally it takes a few working days for your return to arrive at our warehouse and be processed. As soon as your return is processed, we will inform you by e-mail.
DELIVERY | When will my order be delivered?
In your shopping cart we make the best prediction for the delivery time of your order. However, due to the crowds, we cannot guarantee that your order will be delivered within the chosen time frame because we depend on our delivery partner DHL. We also try to process orders placed as quickly as possible during this busy period. It is therefore possible that you will receive your order in an earlier period than the one you initially opted for. For current information regarding the delivery of your order, we therefore advise you to consult the Track & Trace details of your order.
DELIVERY | The Track&Trace details of my order are unknown
Once your order has been handed over to our delivery partner and is on its way to you, the Track & Trace status will change. We advise you to consult your Track&Trace data again at a later time.
DELIVERY | What happens to my order if I am not at home at the time of delivery?
Our delivery partners deliver our orders to the delivery address you specified. The DHL Parcel terms and conditions apply to this.
DHL
After a failed delivery attempt, the DHL postman will provide you with a KIB (card in letterbox) and you will receive an email informing you that the postman has failed to deliver your order. You can specify a different delivery time or location on the same day, until 11:59 PM, using DHL's online Track & Trace environment. If you do not make a new delivery appointment, your order will be ready the next day at your nearest DHL ServicePoint.
DELIVERY | My order was sent to an incorrect address by mistake
If you accidentally entered an incorrect address when placing your order and your order has already been transferred to our delivery partner DHL, you can adjust your delivery details yourself. As soon as you have received the Track & Trace details of your order, you can choose the option 'Agree something else'. This allows you to adjust the delivery address (DHL Service Point or house number) or time.
If you are not able to pick up your order at the incorrect or adjusted house number, we advise you to have the order delivered to a DHL Service Point. If the order is not collected within 5 working days, your order will be returned to us. You will receive a confirmation by e-mail and the refund of the amount paid will take place automatically.
DELIVERY | My order will be returned to you
If your order is returned to our warehouse for any reason, an automatic return process will start and the amount paid will be refunded to your bank account within 5 to 10 working days. If you wish to receive your order again, we advise you to place a new order.
If you have used a personal code or voucher, we advise you to contact us via our contact page.
DELIVERY | I have not received my order
If you have not received your order, we advise you to consult the Track & Trace details of your order. Please contact us if the Track&Trace data shows incorrect information. Our delivery partner will then investigate the status of your order and we aim to provide you with the outcome of the investigation within 5 working days. If you still receive your order in the meantime, we would like to hear from you.
How can I contact you?
Has your question not yet been answered after reading our frequently asked questions? Contact us via the following options:
Do you have a complaint, question or comment? Send an email to [email protected] or contact us via our contact page.