International deliveries
For the delivery of products, COCO-MAT co-operates with TNT, a worldwide courier delivery service. All deliveries will be handled by TNT, with some exceptions for the territory of Greece, as described below. TNT delivers products to the shipping address provided by the customers during the order process. COCO-MAT is not liable for services provided by TNT.
The COCO-MAT online store offers the choice between an economy and air freight delivery service. When placing the product order, customers can select between these two delivery services. Delivery cost will be calculated automatically and added to the product order.
All product orders will be treated as one order; this is to say that it is not possible to divide products from one order for two separate deliveries.
Product orders in the territory of Greece
Inside Greece, product orders of limited total weight and volume, for items such as bed linen, pillows and covers, will be delivered by TNT.
Product orders of greater total weight and volume will be delivered by either TNT or a local COCO-MAT store, depending on the delivery address. If the delivery address is located in the vicinity (same Nomos) of one of the COCO-MAT stores, the delivery will be executed by COCO-MAT, free of charge. If there is no COCO-MAT store in the vicinity of the delivery address, delivery will be handled by TNT, using the service selected by the customer.
Delivery time
Delivery time depends on the choice of products, the delivery destination and the service selected. Once an order has been received, it is processed internally and products are prepared for shipping. This process requires 5 to 20 working days, depending on your order. If an order includes custom-made products, such as sofas requiring upholstery, more time is needed for the completion of orders. A combined product order will be dispatched only when all products in this order are ready for shipping. Customers will be notified by email once the product order has been dispatched.
Delivery restrictions
COCO-MAT can deliver to all destinations worldwide, subject to the reach of TNT services. However, certain weight and volume restrictions may apply for some countries and for some delivery services. This concerns in particular destinations outside of Europe and large product orders. For some countries TNT applies a maximum weight and volume policy on product deliveries, which might affect the delivery of large-sized products such as mattresses. As a rule, fewer restrictions apply to the economy service than to the air freight service. In cases where a product order exceeds TNT’s maximum weight and volume guidelines, COCO-MAT will verify with TNT whether delivery is possible before processing the product order. Should there be any complications, COCO-MAT will inform and communicate with the client.
Tracking
For all deliveries by TNT, customers will be able to track the whereabouts of their product order from the time it was dispatched. COCO-MAT provides customers with a unique tracking code, which they can enter on the website of TNT for updated information on delivery status.
Import duties
For some destinations and countries product deliveries may be subject to import duties. These will vary in places. Payment of import duties is the responsibility of the customer. TNT will notify customers in the event that products are held by customs services. Customers can then choose to deal with customs services directly or contract TNT for assistance .
Specialty delivery services
TNT delivers products to the address provided by the customer. Delivery does not include the placement and assembly of products in the customer’s home. These would qualify as specialty services that could be requested from TNT requiring an additional agreement and cost.
Where required, products will be accompanied by printed assembly descriptions. Home deliveries in Greece made through local COCO-MAT stores include assembly.
Order cancellation & return policy
It is generally possible for customers to cancel a product order within 24 hours of placing the initial order, by sending a message to the COCO-MAT Orders Management Service: OnlineOrders@coco-mat.com. The product order will be annulled.
Once a product has been delivered, customers have the right to return unused products within 14 days, at their own cost, to:
COCO-MAT, Industrial Area of Xanthi, 67 100 Xanthi, Greece
Product returns have to be accompanied by the original invoice or receipt and ideally an indication of the reason for return. Upon receipt, in an undamaged state, COCO-MAT will refund the cost of the product order. Should the product return in a damaged state, COCO-MAT will assess the cost of these damages and deduct this cost from any refund due to the client.
If customers find that a product is faulty or unsatisfactory in any way, they are advised to contact the COCO-MAT customer service by email on: onlinecustomers@coco-mat.com. The customer service will try to resolve any product issues and if necessary facilitate a product return.
Product availability
The list of products published on the COCO-MAT website is regularly updated to ensure that information about product availability is correct. In exceptional cases where a product order includes out of stock products, COCO-MAT’s Orders Management Service will contact the customer and either remove the product from the initial order or, if possible, arrange for later shipment.