Shipping - Everything you need to know about shipping in Cocol

Cocol offers foreign customers the opportunity to purchase Spanish crafts in a competitive and secure way.

PURCHASES FROM NON-EU COUNTRIES:

If you're located in a country outside the European Union, we have good news for you: COCOL handles your purchase as an export, so you can enjoy a 21% VAT exemption on your order. Yes, your pieces will cost 21% less! You can also benefit from this exemption when shopping in our Madrid store by selecting the SHIPPING option instead of IN-STORE PICKUP.

Tax-free prices are automatically displayed on our website when you select your country of origin.

PURCHASES FROM SPAIN AND OTHER EU COUNTRIES:
Please read below to learn about our conditions to ensure a safe delivery of your purchase.

PACKAGING AND SHIPPING PROCESS

At Cocol, it is very important to us that each item arrives at its destination in perfect condition. That’s why we take all possible precautions to ensure your purchase reaches you safely.

We often work with fragile materials that require special attention during packaging, and our years of experience are reflected in our extremely low incident rate after eight years of international shipping.

On this page, we explain every step of our shipping process, including insurance, returns, and what to do in case of loss or damage.

En esta página os explicamos todos los pasos que lleva un envío desde Cocol, el seguro, las devoluciones y qué hacer en caso de pérdida o rotura.

1 – WE PACK AND PROTECT YOUR ORDER USING REUSED BOXES AND PACKAGING MATERIALS

We want to let you know that we reuse the protective packaging materials sent to us by our artisan suppliers. This helps us reduce the environmental impact of these materials and keep shipping costs as low as possible.

That’s why your package may not look perfect when you open it, but the most important thing is that everything arrives safely and that we minimize ecological waste.

2 – WE OFFER OUR CUSTOMERS THE OPTION TO INSURE THEIR SHIPMENT

This is an optional extra cost not included in the website’s standard shipping rates. However, it’s easy to request and pay for it if you wish, just let us know during your purchase.

To request it, contact us via Whatsapp or mail.

In case of loss or damage, the insurance company will reimburse 85% of the item's value. To be eligible for this compensation, it's essential to follow the steps below.

3 – WE WORK WITH TOP INTERNATIONAL SHIPPING COMPANIES

At Cocol, we ship with top-tier international courier services such as FedEx, UPS, DHL or MRW. We like to request two or three quotes from our regular partners so we can offer you the most economical option.

If you're purchasing several large items, don’t hesitate to contact us via whatsapp or email so we can personalize and optimize the shipping costs.

Once your order is shipped, we’ll share the tracking information so you can follow the status of your shipment at any time.

In rare cases, the customs office of the destination country may inspect the package and request additional charges from the recipient. These charges vary by country and are outside COCOL’s responsibility.

If you prefer to use your own courier service, feel free to coordinate it with us.

4 – WHAT TO DO IF YOU SUSPECT DAMAGE TO YOUR PACKAGE

If you notice any external damage to the box upon delivery, hear rattling inside, or suspect damage while opening the package, please follow these steps:

1- Report any visible damage to the courier and note it on the delivery receipt. Make sure to keep a copy.

2- Take one or more photos of the unopened box showing clear signs of damage, including the shipping label.

3-Take at least 5 photos during the unboxing process, showing:

a. The inside of the box
b. The packaging and the damaged item(s)
c. Close-up of the damaged parts

4- Notify COCOL by email at hola@cocolmadrid.es within 48 hours of receiving the package, and include the photos and a description of what happened.

5- Keep the box and all its contents until we advise you or the issue is resolved.

6- COCOL will handle the claim with the insurance company to reimburse 85% of the item's value (this is the standard coverage for international shipping insurance). Please note: the insurance does not cover replacement of the item, as shipping for a replacement is not included and we cannot guarantee an identical item.