Refund Policies

If you have questions or you wish to start a return, contact us either by email at copcoshop@copcoshop.com or by phone at +48500034027 

Tell us your order number and the products you want to return, then we'll take care of the rest.

• Exceptions / non-returnable items

Most types of items we sell cannot be returned, like fresh cakes or cookies. Please get in touch if you have questions or concerns about your specific item. Still,  there is an option to get the refund. Please read our refund policy below. 

• Cancellation of your order

You can cancel your order until we have sent it to the courier. 

You will be issued a full refund if you request a cancellation before your order has been sent.

If your order has been sent already you are welcome to return the parcel but at your own expense and we can refund you for the original order amount paid.

• Can I get a refund If my delivery is late?

We know it is annoying when deliveries are late however once the parcel has left us we have no control over when or how it is delivered.

We are able to refund your order if your order has reached 10 days of none movement on our courier tracking system. This is not 10 days from the point of ordering, it is 10 days of none movement on the tracking system.

This is the only point our courier classifies the parcel as lost as up until this point the parcel is still active and can (and has been) delivered up to 30 days after we have sent the parcel out.

You will receive a full refund once this time has passed.

• My order arrived damaged and items are missing or broken.

If this happens then please contact us with the exact details of what is missing, your order number and images of how the parcel arrived.

You can email these details to copcoshop@copcoshop.com

We will refund you for these items.  In most cases we will NOT resend items if they have been damaged on route, due to the fact they may be damaged again, you will be refunded for these. Regardless of the fact you may need a specific amount for an event our policy is to refund and not resend.

• I have an item missing from my order

If you have a missing item from your order please email copcoshop@copcoshop.com with your name, order number, missing item details and we can look to resolve it. We will resend these items or you will receive a refund instead.

• I have received the wrong item in my order

If you received the wrong item in your order then please email copcoshop@copcoshop.com with your name, order number, details of what you received and details of what was missing.

We will either resend the item based on value or offer you a refund or the original item's value.

• My item has arrived damaged.

If you receive an item that is damaged please email copcoshop@copcoshop.com with your name, order number, details of what item was damaged and photo evidence to support this.

We will only refund you if the item is now inedible either due to the packaging becoming open in the box, or the items are smashed beyond repair..

In most cases we will NOT resend items if they have been damaged on route, due to the fact they may be damaged again, you will be refunded for these. Regardless of the fact you may need a specific amount for an event our policy is to refund and not resend.

• My order shows It was delivered but I still do not have it.

If you believe that your order has not arrived then  please email us at copcoshop@copcoshop.com with your name, order number and details of what you were doing at time of delivery and any further information that will prove the order has not been delivered.

Please check with your neighbors, behind plant pots, in sheds, in recycle bins and any other location the parcels are normally left if you believe you have not received it.

If you still do not have the parcel then we will contact the courier for further information. This can take up to 7 days to receive a response and once we have this information we can resolve for you.

• I sent the order to the wrong address

If you enter an incorrect or incomplete address and do not inform us of this and the parcel is then delivered we are not able to offer you a refund.

We do ask you to check your address on the order confirmation emails and so if this information is not passed on we have no way of knowing the address is wrong.

• My order has been returned to sender

If we receive your order back then we will issue you a refund minus the original postage costs within 7 days of receiving this parcel back.

We are not able to resend the order back out again as the items inside are usually smashed due to the extra traveling it has had to do back and forth across Europe.

You will need to place a new order to receive your items.

• Parcel has arrived after I received a refund

We will refund customers if the parcel is deemed as “lost” after 10 days of no movement on the courier tracking system. However if the parcel is then delivered to you we will not require the payment for the goods. Also, we do not recommend eating the items after spending that long in transit even though the expiration date is still good. 

• Order returned to us

If your order has been returned to us because you entered the address wrong you will be refunded the cost of the original order minus the delivery fee due to your error.

If your order has been returned to us because you were not available at the property and the parcel was returned to us you will be refunded the cost of the original order minus the delivery fee due to your error.

If your order was returned to us due to being damaged on route you will receive a full refund.

We reserve the right to reduce the amount of refund given to you for any reason we see fit based on the circumstances as to why the parcel was returned.

For anything else not mentioned above please contact us and we can resolve as necessary.