FAQs

Before contacting us, please take your time to read through our FAQs, which may provide the answer to your questions. If you cannot find your answer and want to get in touch, then please email support@coopae.com.

Q: When will my order arrive?

A: Most orders are processed within 1-2 working days of ordering, with the exception of orders made on weekends (Friday-Sunday), orders made over the weekend period will be processed on the next working day (Monday).

An email confirmation will be sent to the email address given on your order once the order has been dispatched with your tracking number.

All orders are fully tracked from our nearest warehouse based on your location. Once your order is shipped, you will receive an email with your tracking link.

We use our shipping partners, such as: Royal Mail, Hermes, & Yodel.

These are estimated times based on current shipping times*:

USA, Canada: 7–10 business days

UK, Europe: 7–15 business days

Australia, New Zealand: 7-15 business days

*Times may vary due to busy shipping periods, national holidays, and COVID-19.

Q: Has my order been dispatched yet?

A: Orders are generally dispatched within 2-4 working days, sometimes sooner. You will receive a dispatched email when your order has been dispatched, please check your SPAM/Junk box just in case it slips in there. If you cannot find your dispatch email or think you may have deleted it, contact us on support@coopae.com and we can give you real-time information on whether your order has been dispatched or not.

 

Q: Can I get a refund or return?

A: We have a 30-day money back guarantee. If 30 days have passed since you received your purchase, unfortunately, we can’t offer you a refund or exchange. In order to get a refund, items must be in the condition you received them in, with the box, packaging, and all accessories included.

Q: My item arrived broken or damaged. What can I do?

A: If your product is damaged, then please take photos and send them to us at support@coopae.com. We are not responsible for any damages to boxes, cases, or other packaging. We always make sure we sufficiently protect the product. However, it’s the carriers responsibility to handle them with care, we have no control over this.

Q: If I ordered 2 or more items, why did I only receive one?

A: When you order multiple items at a time, they might be shipped separately, as products are shipped from different warehouses that we own. You may receive one item before the next. So don’t panic if you don’t receive all of your items at once; they will get to you!

 

Q: I need to cancel or change my order. How do I do this?

A: We always try our best to cancel your order; however, if your order has already been shipped or processed, we cannot cancel it.

If you would like to change your order, e.g., the style, size, or shipping address, then please contact us ASAP. We will try our best to accommodate any changes, provided your order hasn't already been shipped. If your order has been shipped, then we will not be able to change the order, but we always welcome a return if you would like to.

Q: My order is still not here. Please help.

A: Firstly, please do not worry; it is on the way. If your order has taken longer than 4 weeks from dispatch, then please contact us, and we will look into it for you. We urge you to please allow this time before contacting us. We offer a 30-Day Money-Back Guarantee or will have your order resent.

Q: I put the wrong address for my order, can I change it?

A: If you have put in the incorrect delivery address on your order, then please contact us ASAP. If your order hasn’t been shipped or processed, then we can update your delivery address with no problem. If the order has been shipped or processed, then unfortunately, there is nothing we can do.

Q: Why did I not receive a confirmation email after placing the order?

A: There’s a good chance that our email has ended up in your SPAM/JUNK folder, so please do check there. If you still cannot find it and would like it returned, please let us know.

Q: I don’t have a tracking number, when will I get it?

A: When you’ve received your dispatched email, it will be there most of the time, if not, you can email us at support@coopae.com for an update on your tracking. Please allow 1-3 days for your tracking to update on the system from the carriers.

Q: What payment methods do you accept?

A: We accept Visa, MasterCard, American Express, Amazon Pay, and PayPal.