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FAQs

 

Frequently Asked Questions

Does Cocoa & Hearts ship outside of the USA?

We ship pretty much anywhere worldwide. If you are unsure or have questions, please feel free to contact us at hello@cocoaandhearts.com.

How much is shipping?

Our shipping rates are pretty simple...

1-3 shirts 4-6 shirts 7-9 shirts
Domestic (USA) $4.00 $7.00* $11.00*
Everywhere Else $13.00 $22.00 $33.00
*Currently we offer free shipping for domestic orders $50+


How long does it take to receive my items?

We aim to ship all orders within 4 business days. Shipping time varies depending on where the item(s) are shipping to. Generally orders within the USA will be received within a week after being shipped. Orders to destinations outside the USA may take longer. 

Items ship via US Postal Service with tracking. Purchases over $100 we may ship signature required in order to insure delivery. We may also use an alternate carrier for large orders (usually UPS).

What size should I order?

We provide an accurate size chart for our products. If you are not sure, we suggest sizing up. Please allow for normal shrinkage of cotton products. Some sizes are not available in certain styles.

Can I make changes to my order?

Unfortunately we cannot make changes to your order once it's been placed.

Returns

You can return your Cocoa & Hearts item back to us within 14 days of purchase. If 14 days have passed since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same exact condition in which you received. It must also be in the original packaging, unwashed with tags still attached and intact.. To complete your return, we require that you also send your original sales invoice that is included in your package. Once we receive your return and it is inspected, we will email you to notifying you of your returned item. We will then contact you letting you know if we approval or rejection of your refund. If approved, a refund will be credited back to your credit card or original method of payment within a few days. Exchanges and refunds are only accepted for items purchased directly on CocoaAndHearts.com

When returning an item back to us, we suggest you insure the package via Mail or FedEx and consider purchasing tracking services for your protection, please provide tracking info to us in your return email request to hello@cocoaandhearts.com.

Always save your shipping receipts too! Please allow 11-12 business days for us to receive and process your refund or exchange. Please email our support team at hello@cocoaandhearts.com for help with returns. Cocoa & Hearts is not responsible for shipping cost of returns.

Exchanges

You can return your Cocoa & Hearts item back to us within 14 days of purchase for an exchange. Specify the exchange item and the new size / color on the exchange/return email to hello@cocoaandhearts.com.

For an exchange to occur, your item must be in the original packaging, unwashed with tags still attached and intact. If the item you are returning is defective, Cocoa & Hearts will cover the shipping charges back to us.

Include the exchange request info in your return package. Keep in mind, that availability of the replacement item is not guaranteed. You will receive an e-mail notification upon the completion of the exchange processing. Please e-mail us at hello@cocoaandhearts.com with any questions or concerns. Please check your sizes carefully, Cocoa & Hearts is not responsible for shipping cost of exchanges.

Lost Packages

We ship via USPS with tracking. If your package gets lost in transit we will do our best to assist you. We are not responsible for any packages once the proof of delivery is generated by the post office. So, if the tracking says it was delivered to the address you gave us, but you did not receive it (may have been lost or stolen), we cannot be held responsible for the delivered items at that point.

If you would like to make a request to sign for your package and secure its delivery, email us at hello@cocoaandhearts.com and include your order number as soon as you make your purchase. We will email you back with that shipping info.

How secure is your shop & checkout?

Cocoa & Hearts’ Secured Socket Layer (SSL) uses the latest, industry-standard 256-bit encryption technology to ensure that your personal information is protected, and cannot be read or intercepted as it travels to our payment processing system.

What payment methods do you accept?

We accept Visa, Mastercard, American Express, Discover and Paypal for purchases, as well as several other credit cards.

How can I track my order?

If you provide an email address at checkout, we will email you a confirmation of your purchase and a notification when it ships containing the tracking information for your items.

Who do I contact regarding press or media inquiries?

Email Jen Ramos at jen@cocoaandhearts.com

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