FAQs

Please follow the individual care instructions included on the label of each garment and online. Please note that not all garments require the same care process.

We are an online brand, however a selection of our products can be found through our stockists. If you are based in London, we can offer one-to-one styling in person for items such as suits, feel free to get in touch by email.

We aim to provide as much information on our product pages. If you need anything else, please feel free to email us and we will aim to help with any queries.

It will depend on the product. Most of our ready-to-wear collection cannot be personalised if purchased online, but we can look to fit clients in garments or make alterations in London.

We can offer a gift-wrapping service with a personalised hand-written note card. Include your instructions as a note on your order, or contact us by email with your order number and name.

Orders are usually shipped within 48 hours on business days.

A shipping confirmation is sent as soon as your order has been dispatched. If you can’t find it, check your spam or junk folder. Contact our customer service team if you still have issues.

If your order hasn’t been shipped yet, please contact studio@coconut-residence.com as soon as possible with the correct address. We will do our best to update it before dispatch. Be quick - our goal is to ship orders promptly. Once an order has been placed, we can do our best to accommodate a change of address, providing the destination (country) is not different.

Once your order has been shipped, we can’t update the address. Contact us by email with the updated address and we’ll try to assist, but address changes in transit are not guaranteed.

Please wait for a dispatch and shipping confirmation email to then allow you to track your order.

This could be because of two reasons: 1) Discount codes will NOT apply to the item 2) Discount codes will NOT apply in alignment with other codes. If you are still having trouble, please contact us.

Please email us with the item and size you would like to check. If we are expecting more in stock, we will email you as soon as possible with more information.

Once we receive and approve your return, exchanges are typically processed within 7 business days. You’ll receive a new shipping confirmation when your exchange ships.

If you want a different style or product (of equal or lesser value), please contact us by email and we will assist with a manual return and new order.

Payment is captured at the time your order is placed. If you need to cancel your order, contact us as soon as possible. If it hasn’t shipped yet, we’ll issue a full refund.

You have 21 days from date you receive your goods to return your order

We need to receive the order within the 21 day window for you to be eligible for a refund or exchange. Items will be checked and should remain tagged and in new condition.

Unfortunately we cannot guarantee your requested exchange item will be in stock by the time it reaches us. In cases where stock is low online, we highly recommend purchasing the item you know you would like.

Items are refunded to your original method of payment when they reach us and pass through our usual processing steps, which may take up to 28 days from the day the items were received due to the time of the year.

Return transactions are usually instant, but in some cases there can be clearance delays. Please allow up to 10 working days from the date the refund is issued for your return to be credited to your original payment method.

In the event of any unforeseen circumstances, please contact our customer service team via email: studio@coconut-residence.com

For domestic shipping, all of our orders are shipped with Royal Mail’s Tracked Service. Express delivery can be sent by DHL and UPS.

Yes. Please inform us by email about the item you wish to exchange or return.

We ship internationally. If you are having issues checking out, please click on the flag in the top right hand corner of the website and you can change the shipping to your country. If you are still having issues, please write to us by email and we will be able to help.

Please write to us by email and we can advise on how to process your refund.

Shipping times can vary from country to country, we aim to deliver as quickly as possible. Please allow up to 14 working days. Individual country customs can cause delays.

No, you don't have to create an account. However, we strongly recommend that you create an account so that you can take advantage of the various benefits it offers. For example, you will be able to access your account easily the next time you visit us, and you will also be able to get personalized recommendations and services tailored to your needs. By creating an account with us, you will be able to make the most out of our services and save time in the future.

If you have forgotten your password, don't worry. You can easily reset it by clicking the 'forgot password' link. Once you click the link, you will receive an email with instructions on how to create a new password. Follow the instructions to set a new password that is secure and easy to remember. Remember to keep your password safe and never share it with anyone.