Frequently asked questions
How do I apply a discount code to an order?
Discount codes are applied during the checkout process. Please note that only one discount code is able to be used per order. If you forget to add your code at checkout, get in touch with our Team at firstname.lastname@example.org and we will get you sorted!
Will I be charged sales tax on my order?
If you order within Australia, use you will be charged GST on your order.
If you order from overseas, sales tax will be removed at checkout, however you may need to pay local duties, customs or taxes on entry to the destination country.
Coco & Henry are not liable for any such duties, customs, taxes or fees or for any costs associated with re-sending packages that are not received by you due to problems or delays with customs or local distribution networks. We will not accept returns or provide any refunds for duties, customs or additional taxes. Please contact your local Government office to find out whether any such charges will apply to your purchase.
What are the benefits of organic cotton?
Our cotton products have been grown sustainably in family-run co-op farms without using synthetic pesticides or fertilisers. We also don’t use nasties in production processes! No toxic dyes, bleaches, heavy metals or softening chemicals.
As a result, not only is the environment and people who make the products protected from these harsh chemicals, but also our customers. Seeing as bedding is something that we all sleep on every night close to our skin, we wouldn’t have produced our products any other way.
What is the Global Organic Textile Standard (GOTS)?
Our bedding is made from the highest quality GOTS certified organic, Fairtrade cotton – this international production standard is independently audited and monitored to ensure it is maintained. This means that the cotton used to create our bed linen has been grown sustainably in family-run co-op farms in central India to the highest ethical standards using a transparent production process.
The GOTS standard means that not only the environment, but also the people who make the products and customers who use them are protected from the harsh chemicals used in traditional farming and manufacturing processes such as toxic dyes, bleaches, heavy metals, formaldehyde and other processing and finishing treatments.
What is the Standard 100 by OEKO-TEX®?
STANDARD 100 by OEKO-TEX® is one of the world's best-known labels for textiles tested for harmful substances. It stands for customer confidence and high product safety.
If a textile article carries the STANDARD 100 label, you can be certain that every component of this article, i.e. every thread, button and other accessories, has been tested for harmful substances and that the article therefore is harmless for human health. In the test they take into account numerous regulated and non-regulated substances, which may be harmful to human health. In many cases the limit values for the STANDARD 100 go beyond national and international requirements. The criteria catalogue is updated at least once a year and expanded with new scientific knowledge or statutory requirements.
For more than two decades, the International OEKO-TEX® Association has been working with global manufacturers to build a more sustainable textile industry. With a focus on things that matter – they strive for the removal of harmful chemicals in the clothing we wear and textile products we buy. And as a 3rd party, independent experts, they work within textile factories to ensure friendly environmental practices and socially responsible programs for workers.
Where are your bedding products made?
The cotton for our products are grown sustainably in family-run co-op farms in central India, and manufactured under Fairtrade conditions in India as well.
When will X product be back in stock?
Sometimes products sell out sooner than we expect. For a sold out item, a ‘Notify me when available’ button should appear. Enter your details and we will be in contact to let you know when it's back in stock.
How can I track my order to know where it's at?
Once an order is placed, customers will receive a tracking number via email when your parcel is on its way, which you can use here to track the progress of your order (if using the Sendle service). Each order gets a unique delivery estimate too that you can also track.
If you have any questions about delivery, please contact email@example.com.
Do you ship overseas?
Yes, we ship to most locations in the world. Shipping costs will apply, and will be added at checkout. If your country doesn't show, contact us to sort it out.
How long will it take to receive my order?
Orders will be dispatched on the same day if ordered by 2pm (AEST) Monday to Friday (excluding public holidays). Otherwise, your order will be dispatched the following business day.
We will attempt to send your goods within these times, however if goods are unavailable or out of stock, delivery will take longer. In the event a Product becomes out of stock, we will be in contact with you as soon as possible to arrange a refund, gift voucher, or exchange, or alternatively you can opt to wait until the item is restocked and delivery is able to be fulfilled.
Orders processed for delivery within Australia typically take 1-10 business days to arrive. Overseas deliveries can take anywhere from 10 days. Delivery details will be provided in your confirmation email.
What shipping carriers do you use?
Our primary delivery partner is the Sendle Courier Network – a registered B Corp and Australia’s first 100% carbon neutral delivery service. Sendle delivers to over 90% of Australian addresses as well as to over 200 countries around the world. In instances where Sendle doesn’t cover a destination, we use Australia Post or another major carrier or local courier partner.
Do you offer free shipping?
As part of a promotion we may offer free or discount shipping on orders, subject to specific offers and/or for a limited time. In most instances free shipping will be advertised on the website and calculated during the checkout process.
Can I change my shipping address once my order has been placed?
Contact us immediately if this happens via email at firstname.lastname@example.org. Our Team can typically help you change an address within 60 minutes of placing your order during business hours Monday to Friday, 9am-5pm (AEST) (excluding Public Holidays). Keep in mind, because we package and ship orders to be delivered as soon as possible, we cannot guarantee a change of shipping address.
Where is my order shipping from?
All orders are hand packed and shipped from Brisbane, Queensland Australia.
Is your packaging and delivery approach eco-friendly?
Yes! Nothing goes to waste where possible, with bedding fabric off-cuts being used to create draw string bags for bedding. All our packages are sent to your door in eco-friendly, 100% biodegradable (and compostable) bags or FSC Certified boxes. The flyers in our orders are made from recycled cardboard. Our preferred delivery partner Sendle is a registered B Corp and Australia’s first carbon neutral delivery service.
Can I return the product if I change my mind?
We want you to be delighted with your new purchase, but if you do need to return an order, we’re happy to help.
If you change your mind within 30 days, just send us an email to email@example.com and then send it to C&H Returns PO Box 331, Samford QLD 452 (or if you qualify for free returns, we will arrange to have it picked up from you).
Please send the Product back to us unused in it's original packaging.
From there we will arrange a full refund, gift voucher or Product exchange to the value of the original cost of the item/s as soon as we receive them, less original shipping costs. If the goods are returned to us within the free return period and you are located in Australia or New Zealand, Coco and Henry will arrange and cover the cost of the return. Otherwise the cost to return the goods to us is your responsibility. Please note, we are unable to accept returns for products that have been used, unless they are for bedding products that have been used within the 30-Night Good Sleep Guarantee period.
Check out our Returns and Refund Policy for more details.
What if my order is damaged or faulty?
If your order is damaged in transit, please contact us within 24 hours of receiving the Product by email to firstname.lastname@example.org. Please include a description of the damage, a copy of your receipt as well as photos of the damage in your email. We will assess your claim and decide whether it meets the requirements to be eligible for a refund or other action. Check out our Returns and Refund Policy for more details.
Do you charge for return shipping?
We do not cover return postage costs, unless items that have been sent are the incorrect Product as a result of our error or the Product has a major problem or is damaged in transit or it is within the free return period for Australia and New Zealand located customers. Otherwise all return postage and insurance costs are to be paid by the customer.
We recommend that you return the Product via Registered post and that you pre-pay all postage. You assume any risk of lost, theft or damaged goods during transit. Coco & Henry will not be held responsible for parcels lost or damaged in transit on being returned. Check out our Returns and Refund Policy for more details.