SECTION 1 - How long will it take for my order to arrive?
Orders are shipped on business days only.
No shipments are made on Spanish national holidays, nor on September 11 and December 26.
Order preparation time is 2 business days from order confirmation.
Shipping times
Delivery times start counting once the preparation time is finished.
Country Working Days
Spain 1-2
United States 3-4
France 2-3
Germany 3-4
Italy 2-3
United Kingdom 7-8
Switzerland 8-9
Austria 3-4
Belgium 3-4
Bulgaria 3-4
Croatia 3-4
Cyprus 7-8
Czech Republic 4-5
Denmark 5-6
Estonia 5-6
Finland 8-9
Greece 5-6
Hungary 3-4
Ireland 7-8
Isle of Man 7-8
Jersey 7-8
Latvia 4-5
Lituania 4-5
Luxembourg 2-3
Malta 9-10
Netherlands 3-4
Poland 4-5
Portugal 3-4
Romania 4-5
San Marino 3-4
Slovakia 5-6
Slovenia 3-4
Sweden 5-6
Rest of the World 4-5
*For shipments outside the European Union, transit times may vary due to customs processes, which is beyond our control.
*Shipping times are estimates. During high-demand periods (such as Black Friday, Christmas, sales or holidays), orders may experience slight delays.
SECTION 2 - How much are the shipping costs?
Spain: Free on purchases over €49 (No shipments are made to the Canary Islands, Ceuta, or Melilla).
Europe: Standard Free on purchases over €49.
UK: Standard Free on purchases over £45.
USA: Free on purchases over $49.
CANADA: Free on purchases over CA$80.
AUSTRALIA & NEW ZEALAND: Free on purchases over AU$59.
Rest of the World: Free on purchases over $59.
*Shipments outside the EU and the US may be subject to additional import costs, which will be borne by the customer.
*Shipping times are approximate; during high volume periods like Black Friday, sales, or Christmas, orders may suffer a slight delay.
Which countries do we ship to?
EUROPE: Albania, Armenia, Austria, Belgium, Bosnia and Herzegovina, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Faroe Islands, Finland, France, Georgia, Germany, Greece, Greenland, Hungary, Iceland, Ireland, Isle of Man, Italy, Kosovo, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Malta, Moldova, Monaco, Montenegro, Netherlands, Norway, Poland, Portugal, Romania, San Marino, Serbia, Slovakia, Slovenia, Spain, Svalbard and Jan Mayen, Sweden, Switzerland, Ukraine, United Kingdom.
AMERICA: Canada, Colombia, Peru, Puerto Rico, United States.
REST OF THE WORLD: Australia, Philippines, New Zealand.
SECTION 3 - Can I pick up an order at a post office?
SPAIN: If you prefer to pick up your order at a Post Office or a convenience point, you can request it through the Correos Express tracking you received via email/SMS by clicking on “manage delivery”. Enter your zip code and a map with the available offices will appear. As soon as the package arrives at the office, you will receive a notification SMS so you can pick it up.
The recipient's mobile phone registered in your purchase is essential.
The maximum period for the shipment to remain at the Post Office will be 15 calendar days.
It is essential to present your ID (DNI) to collect the order.
If you have any doubts, contact us via email at [email protected] and we will help you manage your shipment.
EUROPE, UK, USA, CANADA & REST OF THE WORLD: Contact our customer service team to inform you according to the transport company operating in the destination country at [email protected].
SECTION 4 - Can I modify my shipping address after placing an order?
SPAIN: Yes, through the Correos Express application provided in the confirmation email or through the SMS that Correos Express sends once the order leaves our offices. Additionally, you can also change the delivery time if you are not at home at the indicated time. If you haven't been able to change the address through these options, call us at 911 980 581.
EUROPE, UK, USA, CANADA AND REST OF THE WORLD: Contact our customer service team to inform you according to the transport company operating in the destination country at [email protected].
SECTION 5 - How can I track my order?
Once the order leaves our warehouse, we send you an email with the tracking information. Through that email, you can confirm the expected delivery date. Please note that it can take up to 24 hours to update once you receive the email.
If you placed the order with your Cocunat account, you can also find the tracking number in your order history information
SECTION 6 - Can I return a product?
Yes, Cocunat has a flexible return policy.
If your product is damaged or defective, you can return it by contacting us at: [email protected] or by calling 911 980 581.
If you are not satisfied with the product, you can also return it, respecting the following conditions:
Products must be returned within 14 working days from the date the customer receives the order.
Products must be returned in their original box/packaging. If the product is wrapped in transparent paper, this paper must not have been opened.
Products must not have been used.
Please do not put tape or stickers directly on the packaging or box. Products in poor condition will not be accepted.
*Conditions specified in clause 11.1 of the "Terms and Conditions" section.
SECTION 7 - What options do I have when returning a product?
To return a product, you can contact the Customer Service Department by emailing [email protected] or calling 911 980 581.
When you return a product, you can choose:
Refund of the amount paid.
Replacement of the same reference (in cases of return due to damage or being in poor condition).
Replacement with a substitute product (if the new product has a lower value, COCUNAT will refund the difference; if it has a higher value, the customer must pay the difference).
*The refund or the new shipment of products will be made starting from the receipt of the package at our offices within 7 working days. If we proceed with the refund, it will be made to the same payment method; you will receive a confirmation email and the amount will appear in your account within 3-5 working days depending on the bank.
SECTION 8 - Do I have to pay return shipping costs?
If you received the order with any or all products damaged or in poor condition, you will NOT have to pay shipping costs in any case. Likewise, if you request to replace the damaged product or even want to change the reference, the management and transport costs will be covered by Cocunat.
COCUNAT also gives you the option to return or change products even if you received them in perfect condition; however, in this case, management and transport costs will be at your expense.
I haven't received my order. What should I do? Write to us at [email protected] or call us at 911 980 581; we will be happy to help you.
There are two main reasons why you might not have received your package:
Wrong address: We recommend always checking that the address entered was correct.
Failed delivery attempts: Correos Express makes up to three delivery attempts. If they haven't been able to contact you and more than 14 working days have passed since the first attempt, the process for returning it to our offices begins. We recommend checking all SMS, calls, and emails.
What happens if delivery is not possible? When an order cannot be delivered for reasons beyond Cocunat's control and more than 14 working days have passed after the first delivery attempt, the package is returned to our offices. Automatically, we proceed to refund the total amount of your purchase within 14 working days from receipt, except for the costs originated by shipping and returning the package.
SECTION 9 - Can I cancel my order?
We have a period of 24 working hours from when you placed the order to try to cancel it, depending on various factors and the speed with which the order is prepared.
Once we receive your cancellation request, we will confirm if it has been possible and, otherwise, the steps to follow to reject the delivery.
If the cancellation request reaches us in more than 24 hours, shipping and return costs will be deducted, as this service is managed once the label is printed and the shipment cannot be canceled.
You can check shipping costs in your country in section 2 of this policy.
For orders over 49 euros, the shipping cost is assumed by Cocunat, but it will still be deducted from the refund amount as it is a cost that has already been generated