Frequently Asked Questions
INFORMATION QUESTIONS
Orders are dropped off at the couriers for delivery every Monday, Wednesday and Friday. Orders can take anywhere between 1 to 3 business days depending on your location.
All orders within Lusaka are delivered via UPS (One World) Courier Service, whereas all orders outside Lusaka are delivered via the DHL Courier Service.
We do offer free shipping only on orders above K1, 200.
No. Currently we only ship within Zambia.
We accept payment via VISA, PayPal, Mobile Money (Airtel and MTN)
EXCHANGES, RETURNS AND REFUND
Exchanges and returns are only accepted within 24hrs of your order. Returned products must be new, unopened and in their original condition to qualify for a refund. Any open items are not eligible for refund. No sale items, special discount offers and purchases are eligible for exchange/return/refund.
Oh no! We are terribly sorry about this. While our delivery partners do a great job servicing our customers, there are occasional instances where products are damaged in transit. If your package has been damaged in transit, please take photos and email them to us immediately at help@cocoaskin.zm and we will rectify the situation. Please note that if you do not provide photographic evidence, or if you contact us more than 2 days after receipt of the package, then we may not process another order for you.
Once your return is assessed, your account will automatically via your original method of payment. Your refund will include the cost of the item. Depending on your bank/mobile money provider, it may take 3-7 business days for the refund credit to reflect on your account.
Please note that shipping fees are the responsibility of the purchaser and the original shipping fees paid are non-refundable. If your order qualified for free shipping and you are returning it for a reason other than it being defective or different from what you actually ordered, you will be responsible for paying the return shipping costs as well as the original shipping costs that were waived by the free shipping policy.
Unfortunately, you cannot change or cancel an existing order via our website. Please contact us via email help@cocoaskin.zm or via cell at +260 971862720 and we will be happy to change or cancel any orders that have not yet been packed and sent for delivery. Please note that you can only cancel an order within 24hrs from payment confirmation status.
SHIPPING
Please note that we are not responsible for lost, stolen, returned or delayed packages by the Courier service.
Orders are dropped off at the couriers for delivery every Tuesday and Friday. Orders can take anywhere between 2-5 business days.
Mercury Logistics and DHL Courier Services
We do offer free shipping only on orders above K1, 200
No. Currently we only ship within Zambia.
You can track your order by registering an account on our website. This makes your shopping more convenient and hassle free.
Shipping is calculated at checkout, depending on the number of products you have ordered.
All orders are shipped from Solwezi. Standard shipping usually takes 2-5 business days depending on the destination area. Kindly note that these estimates are determined by the Courier Services used. As these are third-party services, we will not be held accountable for any delays due to the carrier.
If a package is lost in transit. Our team will cross-check with **postmaster for verification, and once confirmed, we will resend your order. Verification and reshipping may take 2-7 business days.
Contact our customer care immediately for assistance via email help@cocoaskin.zm) and we will contact our third-party courier service for proof of delivery before action is taken.