Customer Service

• Shipping & Delivery
• Privacy & Security
• Returns & Replacements
• Ordering
• Payment, Pricing & Promotions
• Viewing Orders
• Updating Account Information

Shipping & Delivery

Orders placed Monday to Friday will be shipped within 24hrs of payment being received. Orders placed on weekends or public holidays will be shipped within 48hrs or the next working day. All products shipped outside of Indonesia with using FedEx, DHL or Indonesia postal airfreight will be charged standard air freight rates range from US$30.00 to US$35.00 depending upon where you live geographically. We will advise you of your shipping costs via email prior to charging your credit card. All orders shipped using FedEx, DHL or Indonesia postal freight takes between 5 to 15 working days for delivery.

Privacy & Security

Your privacy is very important to Cocasuma. We will not collect personally identifiable information like your name, e-mail and mailing address and telephone number ("Personal Information") without your knowledge and permission; we will not disclose your Personal Information to third parties unless you have authorized us to do so; we will take reasonable steps to protect the security of the Personal Information we collect from you.
The personal information you submit when placing your order is treated as confidential. We use this information to process your transaction, and we share the information with Visa, Mastercard, Paypal in order to process your order. Cocasuma uses stringently tested technologies to ensure the security of information transmitted via our web site and maintained in our possession. When you place your order "checkout" you will see a lock icon appear on the status bar of your browser. This indicates that the data that is submitted is encrypted while in transit and so cannot be viewed by anyone other than us. In addition, when we receive that data, it is stored on a separate location to the web server so that it can only be accessed by us.
We have taken every possible precaution to ensure the privacy and security of your transactions with us. Both the checkout page and customer account pages of our website are encapsulated via high level encryption and secured by a Comodo Instant SSL secure certificate. (instantssl.com).

Returns & Replacements

You can exchange your bag purchase for another colour or product style within 10 days of purchase. You must first send an email to customerservice@cocasuma.com giving your name, the product code and specify the style or colour you would like to replace for your original bag. Once we receive your email we will then in turn send you a Return Product Authorization Number & instructions on how to forward the order back to us. Returns received without an RMA number will be sent back to the customer with no exceptions.
The original product you purchased will be inspected upon receipt. All exchanges must be in a resalable condition and all original packaging (including invoice and tags attached) must be in place. No exchange will be issued if the product shows signs of use. Product Exchanges will be shipped out as soon as we receive the original product which you purchased. You will be responsible for all shipping costs for replacement products. If the new bag or products are more expensive than the original purchase, you will have to pay any price differences. Should the bag or product be cheaper, then we will credit the difference back to you. The product must be in our hands no later than 10 days from the date you purchased it.

Ordering

To place an order with Cocasuma, you will need to open an account. It is a simple straight forward process. When you place your order please ensure you provide us with your correct details. This should include your telephone number, email address & where you require your order to be sent to.

Payment, Pricing & Promotions

We use PayPal for online payments by credit card. You can also make direct payments (Telegraphic Transfer) to our bank account. Please read our FAQs section or contact us at customerservice@cocasuma.com for further information.
The price of the products does not include the shipping cost. The shipping cost is based on the geographic location of your country. The shipping rates are determined by courier company ie.
DHL, FedEx or by the Postal Mail service. Some countries levy taxes on imported goods. Our country does not levy taxes on your purchase. Please read our Terms & Conditions section.
Every 3 months we have Sales. We are more than happy to keep you up to date with our newsletter. Simply subscribe to our newsletter & receive the latest news on products every two months. One lucky person will receive a Cocasuma gift for free.

Viewing Orders

You can view current or past orders by logging into your account and clicking on “My Orders”

Updating Account Information

You can update your account information by logging into your account and clicking “Account Information”. There you can make changes to your name, contact details or even password.