FAQs
– FAQ –
What is Charli & Coco?
Charli & Coco is a luxury pet boutique and specialist grocer for modern pet parents. We offer a lovingly curated collection of beautiful, functional, stylish and eco-friendly pet products sourced both locally and from around the globe. Charli & Coco is proud to be a Christchurch owned and operated family business.
What brands do you stock?
Charli & Coco is proud to stock items from leading and designer brands, including The Foggy Dog, maxbone, Hunter, Harlow Harry, Molly And Stitch, St Argo, Mr Soft Top, smith&burton and more. Our passionate trend-hunting team are always adding new and exciting brands and items to our carefully curated collection.
Can I visit you in-store?
We are an online only store so you can shop at your convenience 24/7. We ship throughout New Zealand, Australia, USA and UK and can ship to other destinations on request.
Can I purchase a gift card?
Yes! If you’re shopping for a friend, a Charli & Coco gift card makes a wonderful present – allowing them to choose the perfect item.
We also have a fantastic range of gift items and hampers. Browse our GIFTS COLLECTION online for inspiration.
Can your gift hampers be customised?
Yes our gift hampers are expertly curated by our team and carefully presented to make them a joy to receive. If you would like a bespoke gift hamper created just for your pet or loved one, please contact us to request a quote! Our team will be happy to create a gift hamper that is perfectly tailored to your requirements.
How do I know what size is right for my pet?
Check out our blog post for information on how to correctly measure your pet for our garments and harnesses. Feel free to contact us to discuss your pet's specific requirements and our friendly team can assist you to find the correct size.
What payment methods do you accept?
Charli & Coco makes it easy to buy online - our store features a safe and secure payment gateway, and our systems will never store your credit card details.
How long will it take for my online order to arrive?
All online orders are processed, packaged and sent out for delivery from our Christchurch base within 48 hours (Monday – Friday). Depending on your location, you can expect your order to arrive safely on your doorstep within 3 – 4 business days. Please note, deliveries to rural addresses may take an additional day or two to arrive. Please also note that slight delays can be anticipated during peak buying times such as Christmas due to courier workloads.
What are your shipping and handling charges?
Charli & Coco is pleased to offer FREE shipping nationwide (within NZ) on all orders over $200. For orders under $200, your shipping and handling fee will be determined by the total weight of your order and delivery destination, and will be calculated at the checkout.
Do you offer international shipping?
Our online store currently offers delivery within New Zealand and to Australia, USA and UK. If you would like to arrange international delivery to another destination, please contact our team to make an enquiry.
My order hasn’t arrived yet – what do I do?
We ship all online orders via Track and Trace courier, so you can track your order’s progress online. You’ll receive an email with your tracking number as soon as your order is on its way to you. If you think your order has been delayed, please contact the courier as your first point of call, as they will be able to best assist you. You’ll find a customer service number included in your email. Alternatively, please do not hesitate to contact our team.
Can I return or exchange an item if I change my mind?
If you purchase online and find your item isn’t quite what you had in mind, you are welcome to return it for a store credit, or exchange it for another item of the same value (or pay the difference for an item of higher value). Please note, returned items must be in original, un-used/unworn condition, with tags remaining. Returning an item for exchange is at the customer’s cost. Please contact our team within 14 days of placing your order if you would like to enquire about, or arrange, an exchange.
What if my order is damaged or faulty?
At Charli & Coco, quality products – and a pleasant shopping experience – are our top priority. We stock only high-quality products from trusted brands, and our team members carefully screen each item for manufacturing faults before your order is shipped. In the very rare event that your item arrives in less-than-perfect condition, due to circumstances outside of our control, we will be more than happy to offer you a replacement, or a 100% refund on the purchase price. Please note that our refund policy excludes postage and handling. Please contact our team within 14 days of placing your order if you would like to enquire about, or arrange, a refund or replacement.
Do you have a loyalty programme?
Absolutely. We’re pleased to offer the Charli & Coco Loyalty Programme that allows our customers to earn points and receive rewards for shopping with Charli & Coco. Sign up now to begin claiming rewards!
I have another question!
No problem! Please contact our friendly local team via phone or email and we’ll be more than happy to assist you.