F..A.Q
HOW DO I KNOW MY ORDER IS REGISTERED?
After confirming and paying for the order, you will receive a confirmation email. If you did not receive it, check your “Spam” folder. If you still do not see the confirmation, inform us by phone at +370 653 82225 or [email protected].
WHEN WILL I RECEIVE MY ORDER?
We will deliver the products in Lithuania via the VENIPAK courier service within 1-2 business days from receipt of payment for the products during business hours to your specified address! (Orders confirmed after 3 PM on business days or on weekends will be delivered within 1-3 business days).
WILL I RECEIVE INFORMATION ABOUT THE ORDER SHIPMENT?
Before delivering the package, the VENIPAK courier service will inform you by phone or SMS.
HOW TO PAY FOR PRODUCTS?
You can pay for products using electronic banking: “Swedbank”, “SEB Bank”, “DNB Bank”, “Nordea Bank Lithuania”, “Danske Bank”, “Luminor”, “Citadele Bank”, “Šiauliai Bank”, “Medicinos Bank”, “Paysera” bank link, “PayPal”. With credit cards: VISA, MASTERCARD, AMERICAN EXPRESS. By direct transfer to the account:
UAB “Mos”
Company code: 302820943
VAT code: LT100008189610
Ševčenkos g. 16H-33, Vilnius
A/S. LT 204010051004200718
AB „Luminor“ bank
SWIFT – AGBLLT2XXXX
Tel.: +37065382225
WHAT TIME ARE PRODUCTS DELIVERED? WHO DELIVERS THEM?
Products are delivered via the VENIPAK courier service within 1-2 business days during business hours from 8 AM to 5 PM to your specified address! The courier will inform you by phone or SMS before delivering the package.
HOW MUCH DOES DELIVERY COST?
We offer free shipping for all our products in Lithuania, Latvia, and Estonia.
HOW CAN I RETURN PRODUCTS?
- You can return products independently by notifying us in advance at the Coocoomos studio (Arklių g. 3, Vilnius).
- Notify us and hand over the items to our VENIPAK courier no later than 14 days from the date of receipt of the products. If you decide to return the products, you can fill out the return form by going to your profile, selecting “Orders”, “View” the order you want to return, and “Return Order”. Select the products you want to return, fill in the reason, and click “Submit”.
- After completing the form “Return”.
Return procedure:
Upon receiving your request to return the products and coordinating with you, we will:
1. We will call a VENIPAK courier to your specified address where someone can hand over the package during business hours (8:00-17:00).
2. We will send you a shipping label that you need to print and attach to the package. (If you cannot print the shipping label, provide the return address and the courier will create the label upon collecting the package. This service costs an additional 1,00 euro).
3. The courier will call you and collect the package.
4. Upon receiving the package, we will refund you the money (minus the return shipping costs, which cost 5 euros)
Return conditions:
- The returned product must be in its original, neat, undamaged packaging.
- The product must be undamaged.
- The product must be unused and retain its marketable appearance: tags should be intact, protective films should not be removed, etc.
- The returned product must be in the same configuration as received by the buyer.
- Returned products must be packed in additional packaging suitable for transportation (e.g., box or protective envelope).
If we receive a damaged package or a product that does not meet the return rules, we will return it to the sender. Pack and prepare the products for shipment properly (Coocoomos is not responsible for improperly prepared and damaged shipments).
Return speed:
The VENIPAK courier will collect the package from your specified address within 1-2 business days. The courier will contact you by phone before arriving.
If you complete the return form on business days by 14:00 and receive the label, the package will be collected the next business day (in major Lithuanian cities).
Packages are collected from 8:00-17:00.
Information for PAYPAL payments:
If payment for the products was made via PAYPAL, we will deduct the PAYPAL transaction fee from the amount refunded to you, as this fee is not refunded to us by PAYPAL.
WHAT TO DO IF THE VENIPAK COURIER DOES NOT COLLECT THE RETURNED PRODUCTS?
The courier should arrive within 1-2 business days. If after this period your return has not been collected, inform the Coocoomos customer service department – the courier will be called again.
HOW ARE REFUNDS PROCESSED AFTER RETURNING PRODUCTS?
When returning products via VENIPAK courier, the money is refunded by bank transfer to the same account from which the payment was made.
WHEN WILL I RECEIVE A REFUND FOR RETURNED ITEMS?
Refunds for returned items are processed within 7 days from the date the items are delivered to the Coocoomos warehouse.
WHAT SHOULD I DO IF I RECEIVE A DAMAGED PACKAGE OR DAMAGED ITEMS IN THE PACKAGE?
If you receive a damaged, wet, or dirty package, we recommend refusing the delivery and requesting VENIPAK to document the damage. Inform the Coocoomos customer service department immediately.
HOW TO UNSUBSCRIBE FROM THE NEWSLETTER?
To unsubscribe from the newsletter, inform the Coocoomos customer service department.