Returns & Exchanges

At Cocopup London, we want you and your pup to be as happy with your purchase as a Labrador with a new chew toy! If something isn’t quite right, our returns process is simpler than teaching a Golden Retriever to fetch.

How to Return or Exchange

Follow these steps easier than your pup follows the smell of treats:

1. Request a Return/Exchange

Email us at [email protected] with:

• Your order number
• Which items you’d like to return/exchange
• Reason for return (so we can improve our products!)
• Whether you’d like a refund or exchange

2. Wait for Approval

We’ll respond faster than a Jack Russell chasing a ball (usually within 24 hours) with return instructions and your RMA number.

3. Package & Ship

Send your items back to our den at:

Please include your RMA number clearly on the package. We recommend using a tracked shipping method – returns can sometimes get lost like socks in a puppy’s hiding spot!

4. Processing

Once received, we’ll inspect your items (with the same care we’d inspect a pup’s new collar) and process your refund or exchange within 3-5 business days.

Refund Information

Refunds will be issued to your original payment method, bouncing back faster than an excited puppy:

• Credit/Debit Cards: 5-10 business days after processing
• PayPal: 3-5 business days after processing

Original shipping costs are non-refundable (unless the return is due to our error). For exchanges, we’ll cover the cost of shipping the replacement item to you!

Non-Returnable Items

For hygiene reasons (we’re as particular as a cat about cleanliness!), the following items cannot be returned unless faulty:

• CocoPOOP Pockets (for obvious reasons!)
• Bath Time accessories if opened
• Personalized/Custom Items (made especially for your pup)

Faulty Items?

If your item arrived looking like it’s been through a dog fight, contact us immediately at [email protected] with photos. We’ll replace it faster than you can say “sit!”