COCO BOO LOVES Opiniões 

Resposta da COCO BOO LOVES

30/06/2026

Hi Danielle,

We're genuinely sorry that you've been left feeling disappointed, however we do feel it's important to clarify a few points for anyone reading your review.

Your order actually consisted of four items, including pre-order styles, which were not due to be dispatched at the time your order was placed. At the point of ordering, we weren't made aware that the order was required for a specific date. As soon as you contacted us to let us know, we did everything we could to help by upgrading your shipping from our standard international service to DHL Express at our own expense, despite this normally costing significantly more. We did this purely as a gesture of goodwill to ensure your parcel arrived in time.

The issue you've raised relates to import duties and customs charges, which unfortunately are entirely outside of our control. As a UK business, we do not set these charges, collect them or receive any financial benefit from them whatsoever. They are determined solely by the customs authorities in the destination country and collected by the courier before delivery.

As you chose not to pay the customs charges requested by DHL, the parcel will now be returned to us. Once it arrives back safely, we'll of course process your refund in line with our returns procedure.

We completely understand that customs charges are frustrating, and we genuinely wish they didn't exist for our international customers. However, it's disappointing to receive a one-star review for something that is neither set nor controlled by our business, particularly after we upgraded your shipping at our own cost to help you receive your order in time.

For future international purchases, whether from us or any other overseas retailer, we would always recommend checking whether your country may apply import duties or taxes, as these are determined by your local customs authorities rather than the retailer.

We wish you all the very best.

Resposta da COCO BOO LOVES

29/06/2026

Hi Caroline,

Thank you so much for taking the time to leave us such a kind 5* review. We reallyappreciate your support, and can't wait to welcome you again.

Much love,
The Cocobooloves Team

Resposta da COCO BOO LOVES

15/06/2026

Hi Amy

Thank you for taking the time to share your feedback.

We're sorry to hear that the styles you ordered were not quite to your taste or the fit you were hoping for. As fashion and fit can be very personal, we understand that not every item will suit every customer, which is why we are happy to offer returns for unwanted items.

Regarding your refund, we have checked your return and can confirm that it was received and processed by our team within the 14 working day timeframe outlined in our returns policy. We appreciate that waiting for a refund can be frustrating, particularly when using a third party payment provider, although the Klarna dispute process and payment controls are managed directly by Klarna rather than ourselves.

As a small independent UK business, we do ask customers to cover return postage costs for unwanted items, which helps us continue to offer our unique designs and UK made collections. Also, we don't receive the same postage concessions as the bigger brands.

Wishing you all the best.

Coco Boo Loves

Resposta da COCO BOO LOVES

15/06/2026

Hi Chandni

Thank you for taking the time to leave a review.

We're genuinely sorry to hear that this style was not suitable for you.

The trousers purchased are one of the most popular pieces from our recent collections and have been extremely well received by many customers. However, we completely appreciate that personal preferences regarding fit, feel and comfort can vary, and that what works for one customer may not work for another.

We would like to clarify that the design of these trousers is intentional. They are not advertised as lined, and this style has been developed to achieve a particular look, movement and silhouette. Adding a lining would significantly alter the way the fabric falls and the overall aesthetic of the garment. The heavily embellished fabric used in this design is one of the most premium fabrics we have worked with, requiring extensive hand finishing during production, including the careful removal and replacement of embellishments during the manufacturing process.

When you contacted us, we carefully reviewed the photographs provided. As we were unable to identify a manufacturing fault or defect, the item fell under our standard returns policy for unwanted items. We understand this may not have been the outcome you had hoped for, but it was based on the condition of the garment rather than a reluctance to assist.

We take product quality extremely seriously and would never knowingly sell an item that was not fit for purpose. Every design is thoroughly reviewed before launch, and this particular style has been worn and enjoyed by many customers, as well as featured extensively across our social media channels.

Kind regards,

Coco Boo Loves

Resposta da COCO BOO LOVES

8/06/2026

Hi Sarah,

Thank you so much for taking the time to leave us such a kind 5* review. We appreciate you so much.

We're so happy to hear that you love the Ibiza sequin trousers, and how many compliments you receive when wearing our unique pieces.

We can't wait to welcome you again.

Much love,
Team CBL :) x

Resposta da COCO BOO LOVES

25/05/2026

Hi Lizzy,

Thank you so much for taking the time to leave us such a kind 5* review. We're so happy to hear your feedback regarding the The Ibiza Luxe Beaded Sequin Trousers.

We really appreciate you, and we can't wait to welcome you again.

Much love ana gratitude,
Team CBL :) x

Resposta da COCO BOO LOVES

7/05/2026

Hi there,

Thank you so much for taking the time to leave us a 5* review. We appreciate you so much, and it's lovely to hear that you appreciate what we do.

We can't wait to welcome you again.

Much love,
Team CBL :) x

Resposta da COCO BOO LOVES

29/04/2026

Hi Hudson

Thank you so much for taking the time to leave us such a kind 5* review. We really appreciate you, and we're so happy that our efforts don't go unnoticed.

We can't wait to welcome you again in the near future.

Much love,
Team CBL :) x

Resposta da COCO BOO LOVES

20/04/2026

Hi Tracey,

Thank you so much for taking the time to leave us such a kind 5* review. We're so happy that you love your trousers.

We really appreciate you, and we can't wait to welcome you again.

Love,
CBL Team :) x

Resposta da COCO BOO LOVES

20/04/2026

Hi Amie,

Thank you so much for taking the time to leave us a 5* review. We're so glad to hear that you love what we do.

We really appreciate you supporting our small business, and we can't wait to welcom you again.

Much love,
Team CBL :) x

Resposta da COCO BOO LOVES

10/04/2026

Hi Kirsty,

Thank you so much for taking the time to leave us such a kind 5* review. It really means the world that you appreciate what we do so much.

We can't wait to welcome you again, and thank you so much for choosing us. We really appreciate you.

Sending lots of love,
CBL Team

Resposta da COCO BOO LOVES

8/04/2026

Hi Vickie,

We hope you’re well, and thank you for your order with us.

We’re really sorry to see that you felt disappointed and left a 1★ review, so we wanted to reach out and provide some clarification. Your order, placed on 18th March, was for a pre-order item. This is clearly indicated on the product page, and the purchase button is labelled “PRE-ORDER”, and there are shipping disclaimers both above the button and within the product description. As noted, all pre-order dates are estimated.

The original estimated dispatch was for last week, however, there has been a slight delay from our factory, and we are now expecting the stock to arrive next week. As soon as it lands, your order will be shipped immediately.

As a small business, our reputation and customer experience mean everything to us. We truly value every single customer, whether new or returning, and we always aim to be as transparent as possible.

We hope this helps clarify the situation, and if you feel this resolves your concerns, we would really appreciate you reconsidering your review.

If there’s anything further we can help with in the meantime, please don’t hesitate to get in touch, we’re always here to help.

Wishing you a lovely day,
Coco Boo Loves Customer Care Team

Resposta da COCO BOO LOVES

7/04/2026

Hi lovely,

Thank you so much for taking the time to leave us a 5* review. We're so happy to hear that you appreciate what we do.

We can't wait to welcome you again.

Lots of love,
Team CBL :) x

Resposta da COCO BOO LOVES

7/04/2026

Hi Dr Barbara

Although you made the purchase on 16th March, you have purchased a pre-order style, which is signposted on the website; the button to purchase reads 'PRE-ORDER', there is also a shipping discaimer directly above this button, and another disclaimer within the product description. We are really sorry if this was missed at the time, however this is the reason why your order hasn't been shipped out yet. We certainly are not a small business abstaining from shipping your order. We actually can't wait for you to receive it.

As a small business, a positive reputation is of paramount importance to us. We have a loyal following, but we also have many new visitors like yourself purchasing from us, which is wonderful. In light of this, we really hope that this clarification goes towards reconsidering the 1* review.

If you do require anything else from us, please don't hesitate to reach out.

Kind regards,
CBL customer care team

Resposta da COCO BOO LOVES

9/03/2026

Hi Katherine,

You are an angel. Thank you so much for taking the time to leave us such a lovely 5* review. We truly appreciate your support throughout all those years. We are so grateful to have you as part of our community.

We can't wait to see your name again.

Much love,
Team CBL

Resposta da COCO BOO LOVES

9/03/2026

Hi Theresa,

Thank you so much for taking the time to leave us such a kind 5* review. We appreciate you so much.

We're so happy that you love your dress. The Phoenix mesh dress has been a true favourite, and we absolutely loved creating it. Here's to many more compliments for you ;)

Much love,
CBL customer care team

Resposta da COCO BOO LOVES

Actualizada a 9/03/2026

Hi Fay,

We’re very sorry to read your review and that you feel disappointed with the outcome of this situation.

When you contacted us to report that your parcel had not been received, we immediately raised a formal investigation with Royal Mail. This is the correct process required by the courier and it can take up to 20 working days while they review the delivery scan, GPS data, and confirm details with the local delivery office.

At the conclusion of this investigation, Royal Mail confirmed that the parcel was scanned as delivered to the delivery address provided at checkout. As a small independent business, we must rely on the findings of the courier’s investigation where delivery has been confirmed through their tracking and delivery systems.

We completely understand how frustrating it can be when a parcel cannot be located after being marked as delivered. In these situations, Royal Mail typically advises customers to check with neighbours, other household members, or their local delivery office in case the parcel has been placed in a safe place.

In some cases where parcels appear to go missing more than once at a particular address, couriers recommend that the recipient contacts their local delivery office directly so they can review any potential delivery issues associated with that address.

We always aim to support our customers wherever possible and are happy to provide any further documentation from the Royal Mail investigation should you wish to follow this up with them directly.

Kind regards,
CBL customer care team

UPDATE - We’re sorry that this situation remains unresolved and appreciate the opportunity to clarify a few points for anyone reading this review.

When the parcel was reported as missing, we immediately raised a formal investigation with Royal Mail in line with their non-delivery procedure. As part of that investigation, Royal Mail reviewed the delivery scan, GPS data and the delivery records held by the local delivery office. The outcome provided to us confirmed that the parcel was scanned as delivered to the address provided at checkout.

We would like to clarify that we did not attempt to remove this review for sharing an honest experience. The review was flagged through Trustpilot’s standard moderation process because some statements did not accurately reflect the actions taken by our business. Trustpilot assessed the review and chose to reinstate it, which we fully respect.

Throughout this process we have followed the appropriate procedure required by the courier and have provided the information available to us from Royal Mail, including the delivery confirmation and investigation outcome. For this reason we respectfully refute the suggestion that we did not attempt to assist or follow the correct process.

We understand how frustrating situations like this can be and we remain happy to provide any documentation from the Royal Mail investigation should it be required.

Resposta da COCO BOO LOVES

9/02/2026

Hi there,

Thank you for taking the time to leave us a review.

We’d like to clarify that our 14 working day refund timeframe is not in place for cashflow reasons, as suggested. Returned orders are a continuous and normal part of any retail business, so refunds are processed regularly regardless of the timeframe. The policy simply allows our small team adequate time to carefully receive, inspect, log and process each return correctly.

This policy has always been the same and is clearly displayed on our website so customers can make an informed decision before purchasing. These terms are accepted at checkout when placing an order.

As a small, family-run business with a small team, we operate very differently to large corporations. Each returned item is individually checked and processed in order, and we’re pleased to confirm that your refund was completed fully within the stated terms.

We appreciate that not every product is right for every customer, and we’re sorry the trousers weren’t for you. However, we believe our aftercare and policies are transparent, fair and clearly communicated.

Wishing you all the best vibes 😊

Coco Boo Loves Team

Resposta da COCO BOO LOVES

16/01/2026

Hi there,

We’re genuinely sorry to hear that you feel this way, and we understand how frustrating it can be when a refund takes longer than expected.

However, we would like to categorically clarify that we do not operate in the way suggested. We do not, and would never, withhold customers’ money or rely on banks to refund customers on our behalf.

Your refund has been fully processed on our side, and we have provided evidence of this both via email and other oplatforms, including screenshots confirming the transaction. Once a refund is processed, funds typically take up to 24 hours to clear, however banking clearance times are entirely outside of our control and can vary depending on the bank.

We would not offer a bank transfer in this situation, as the refund has already been issued and doing so would risk a duplicate payment being made. At this stage, the most effective next step is to contact your bank directly, as they are able to see pending or processing funds that are no longer visible to merchants.

We appreciate that delays are frustrating, and we have done everything within our control to resolve this and provide transparency throughout. We remain happy to assist further should your bank require any additional confirmation from us.

Many thanks,
Team CBL

Resposta da COCO BOO LOVES

15/01/2026

Hi Nicola,

Thank you so much for taking the time to leave us such a lovely and kind 5* review. We're so happy to hear that you love and appreciate what we do.

We can't wait to welcome you again.

Thank you ever so much again.

Much love,
Team CBL