FREQUENTLY ASKED QUESTIONS

FAQs

Where is my order?

Please follow the steps below:

1. Find the status of your order by logging into your account and viewing your order history. This will display outstanding and previous orders. Click through to view your order and you will be able to see the date your order was dispatched
2. Please check your email to see whether you have received a dispatch confirmation. This email will confirm the estimated delivery date for your order and a link to the courier website if your order has been sent on a tracked service.
3. If your order has been dispatched, please check the delivery timescales to see when your order should arrive.

How will I know when my order has been dispatched?

You will receive an email from us to confirm your item has been sent. We send each item you have ordered separately to prevent any delays with your order.
You can also check the status of your order by accessing your account. Once the status of your items changes to dispatched it has left us and is on its way to you.

Amending or cancelling an order

Why has my order been cancelled?

Although we aim to fulfill all orders placed, we sometimes run out of stock during busy periods.

We will always send you an email to let you know that an order has been cancelled and tell you why, so please check your emails.

Why has my order been cancelled when I can still see the product available on the website?

This is most likely to be a technical error – you will see the item being removed shortly. In case of such a rare event, please contact us and we will be glad to help you.

What do I do if I have ordered the wrong item?

Don’t worry you can cancel the order up to the point of entering our warehouse process by accessing your order in your account.

If you have already received your item, please read our returns policy to find out how to return the item to us.

How will I know when my order has been cancelled?

Once you have completed your cancellation you will receive an email to confirm the cancellation request was successful. Please allow up to one hour for us to confirm whether your item(s) has been successfully cancelled.

How do I make a change to my order?

Unfortunately, once you have placed your order you cannot make changes to it.

You would need to cancel the order (providing the order has not entered our warehouse process) and then place a new order. In any case, please contact us as soon as you realise the error and we will be glad to work it out.

How do I cancel my order?

1. Logging into your account and finding your order in the order history section.

2. A “CANCEL” option will display if your order has not yet been dispatched. Select this to continue with your cancellation

3. You will then be asked to select a cancellation reason. This helps us to improve our services by understanding why your order is no longer required.

PLEASE NOTE: if any of the items on your order are in stock and display the availability of “In stock usually dispatched within 24 hours” your cancellation request may not be successful.

Once you have completed your cancellation request you will receive an email to confirm whether the cancellation request was successful. Please allow up to one hour for your email to be received.

If you receive an email advising the request was unsuccessful, we are unable to stop the order from being sent, however you can contact us once you receive the item to arrange a return.

Can I change the delivery address on my order?

In order to protect our customers from potential fraud, we are unable to amend address details once the order has been submitted.

Please ensure that the delivery address is correct before you submit your order. You have the option to change the delivery address at checkout.

Can I add a product to my order?

We’re sorry but it is not possible to make changes to your order once you’ve placed it. If you’d like to add products to your order, please place a new order for these items.

– My personal information

Why do you need my email address?

For us to process your order, we need to know your name, email address, delivery address, credit/debit card number, security code (CV2) and expiry date. We will not collect any information about you unless it is specifically and knowingly provided by you.

We will keep you up to date with the status of your order by sending you an email direct to your account.

From time to time we may also send you information about our products, services and details of our current offers and promotions.

Do I need to setup an account?

We are pleased to offer you the choice to order as a guest, so you do not need to open an account with us. However, we do recommend opening an account as it offers you advantages in managing your order, viewing updates and re-ordering with ease.

The My Account area allows you to manage all of your orders and payments. We use strict security to keep your details safe.

Setting up an online account will allow you to:

● Shop online

● Save and amend delivery addresses

● Check the status of your order

● Review your order history

● Change and add new credit and debit card details

● Contact us through our easy to use webform

What information do you store?

Information stored in your account will be your home address, delivery addresses, your email address. You can access and amend your details at any time.

What happens if my address is wrong?

Orders delivered to an incomplete or incorrect delivery address are not covered by our free replacement policy.

Please check that your address is correct before submitting your order. I have forgotten my password. What should I do?

Don’t worry. On any login screen, there is the option labelled ‘Forgotten Password’. Simply click on this link and follow the instructions to receive your password via email.

How do I unsubscribe?

If you wish to unsubscribe at any time then you can use the ‘Unsubscribe’ link in the My Account section of your account.

How do I see what I have ordered?

You can view your order history by signing into your account.

The account summary page shows your outstanding orders and the products you have ordered.

How do I register?

If you are a new customer, you will need to register before you can make any purchases.

Registering with us is easy. Simply click on My Account at the top of the page and you will be able to click on the new customer area. Enter your name, email address and a password. You can then save your delivery addresses and payment cards with us making buying even easier.

How do I ensure I receive updates regarding my order?

The emails sent by our automated system can occasionally be blocked by Hotmail, GMAIL, Yahoo Mail or similar services, and redirected to the Junk mail folder of the your mailbox.

Please see below for instructions for some of the most commonly used ISPs:

How do I close my account?

To close your account, please contact us at [email protected] and we will be able to close your account for you.

What do I do if I have received incorrect or faulty goods?

We’re sorry that your delivery has not gone smoothly. Please accept our apologies for any inconvenience this may have caused.

Please contact us at [email protected] to arrange a replacement order. We will require you to resend the product you have received first, before sending a replacement.

There is an item missing from my order. What should I do?

Please check the items listed on your dispatch confirmation email. If you are missing an item that is not listed please allow longer for it to be delivered.

If you are missing an item listed on the dispatch email, please contact us at [email protected]

I have received my item and it is damaged. What should I do?

We are sorry your order has been damaged, please accept our apologies for any inconvenience this may have caused. Please note if your order has been received damaged we request that you report this within 5 days of your order arriving with you. Please contact us at [email protected] and we will organise a replacement to be sent. Please note that a replacement will only be sent once the damaged product has been returned to us.

What do I do if I have not received my order?

Once your order has been sent, you will receive a dispatch confirmation email which will advise your estimated delivery date. If your order has not arrived by the estimated delivery date, we’re here to help.

Please can you check the following before getting in touch?

If your order has been sent on a tracked service, check the tracking link via your dispatch confirmation email to view the up to date tracking. Sign into your account to check we have the correct delivery address for your order and your contact details are up to date. Check to see if you have a delivery card from one of our carriers. Your parcel may be awaiting collection at a local sorting office or delivery depot, or you may need to arrange redelivery. Check with your neighbours to see if they have accepted the parcel on your behalf. Look in any safe areas the driver may have left your parcel, such as behind bins or in a shed, garage or porch.

If you still cannot locate your order we ask you to please allow the following amount of time to pass before reporting your order as missing:

– Any orders on a Tracked Service should be reported as missing within 7 days of expected delivery date.

– Inside UK, please allow 14 days from dispatch before reporting an item as missing.

– Inside Europe, please allow 21 days from dispatch before reporting an item as missing.

– Rest of the World, please allow 30 days from dispatch before reporting an item as missing.

* Please note- Turkey and Russia are classed within the 30 days timescale.

If your order has not arrived after this time, and you are certain that it isn’t with a neighbour or another member of your household, please Contact Us and we will investigate further and arrange a replacement item to be sent.

It is our policy to replace items that are lost in post, this does not affect your statutory rights.

Please note that items must be reported as missing within 40 days of being dispatched to you as we are unable to take any action on your behalf after this time.

What delivery options do you offer?

Our UK orders are shipped using Royal Mail First Class Parcel service. In most cases this is a next day service, however it can on occasion arrive in two days depending on when you have made your order. Orders made before 12pm, are much more likely to arrive the next day.

Will I be charged customs and import charges?

Orders being placed for delivery outside of the UK may be subject to customs charges or import duties which are levied by the importing country at the time the delivery arrives in your country.

These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, and cannot advise what the cost may be (customs policies and import duties vary widely from country to country).

How long will it take for my order to be delivered?

In the event of postage delays, we allow the following timescales to elapse before we can investigate further:

Europe- 21 days – Rest of World- 30 days

*Please note- Turkey and Russia are classed within the 30 days timescale If your order has failed to arrive after this time, please contact us at
[email protected] and we will investigate further and arrange for a replacement to be sent.

How do I place an order?

It’s easy to place an order with us. Once you have found the product you would like to purchase:

● Click add to cart to put the item straight into your cart or click through to the item page and then choose to add to basket or go to checkout.

● You can then view your shopping basket and go to the checkout or continue shopping.

● Select from your stored details which address you would like your item to be delivered to. If this is the first purchase you have made and are registering, you will need to complete the required details.

● Select your preferred delivery method

● Select from your stored payment options how you would like to pay. Again if this is your first order you will need to enter these details.

Please remember to check your order details before submitting your payment for processing.

How do I amend my basket?

● Click on ‘View basket’ at the top of the page.

● You will see the description, price and quantity of each item currently in your basket.

● You can change the quantity by using the +/- buttons, or remove the item altogether by clicking ‘x’.

How can I tell if I have successfully submitted an order?

All successful orders will be shown in the order history section of your account. If an order is not visible in this section then it is likely that the order has been unsuccessful. There are a number of reasons why an order hasn’t been successful. It could be owing to the payment not being accepted or the order being placed under a different account. If you wish to double check whether an order has been placed please contact us at [email protected] confirming the postcode with which you registered and we will be happy to investigate this further for you.

How do I search for an item?

If you know what you’re looking for then the search box is one of the quickest ways to find it. The search box is always on the top of every page, wherever you are on the website.

Please note, the cloud9skin.com website search function will never show results for products not allowed by Google. If you can’t find the product you are looking for through the search function, we recommend using the main site navigation.

Will I be charged VAT?

All orders placed, which are being delivered within the UK and are inclusive of VAT.

Orders with a delivery address outside the UK may be subject to import duties and taxes (including VAT) which are levied once a delivery reaches your destination country.
Any such additional charges must be borne by you. You should note that customs policies and practices vary widely from country to country. We recommend that you contact your local customs office for information.

Please note, cross border shipments may be subject to opening and inspection by customs authorities. In respect of all goods dispatched to you to an address outside of the United Kingdom, you are deemed to be the importer of the goods and must therefore comply with all the laws and regulations of the country into which the goods are being delivered.

Why has my account be declined?

If your payment has been declined, the card details in your account may not match the details held by the bank or card provider. Please check the following information on your payment details:

● Have you entered the correct expiry date?

● Does the billing address and postcode you entered match the details held by your card provider?

● Do you have sufficient funds available on the card?

● Has the card you paid with expired? If so you will need to enter the details of a different card.

If your bank has declined our request for payment then you’ll need to contact them directly.

Why can I see a paypal payment transaction pending in my paypal account?

When opting to pay via paypal, you will see a notification in your paypal account which authorises the payment to be taken when your order is ready for despatch. Until despatch payment is not debited from your paypal account.

What is your pricing policy?

All prices shown on our website are inclusive of all applicable local taxes and duties for delivery to the UK and are correct at the time they are entered on to the system.

We reserve the right to alter product prices on the website without notice. Whilst we make every effort to ensure that all prices on our website are accurate and up-to-date, sometimes errors do occur and the prices stated are incorrect.

If we discover an error in the price of the goods that you have ordered we will let you know as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If you cancel your order and you have already paid for the goods, then you will receive a full refund.

Please see our terms and conditions for more information.

What is credit card pre-authorisation (pre-auth)?

A pre-auth is a transaction to check that a credit card is valid. The usual amount for a pre-auth is £0.01.
I have opted to pay using paypal but I have received an email advising I have a payment problem on my account

We’re sorry to hear that, you will need to cancel your order and place it again as we are unable to resolve a payment issue using paypal.

How can I pay for my order?

We offer various payment methods for your order including:

Visa Credit/Debit

Mastercard

Switch/Maestro

Solo

Delta

American Express

Paypal

We are sorry but we are unable to accept cheques or postal orders.

We take fraud very seriously so all credit and debit card holders are subject to validation and authorisation by both us and the card issuer.

Can I have my item delivered to an alternative address when paying by paypal?

We are only able to deliver to the address that you select whilst you are checking out on our site. Please ensure once you have logged into paypal that you check the payment method and the post to address before clicking on “Buy Now”.

Why is my discount code not working?

The discount code you have entered may have expired, or the start of the promotion may not have started. Please refer to the terms and condition of the offer for more details. I have forgotten to use my discount code, can I still receive the discount?

Unfortunately, once your order has been submitted we are unable to add discount codes or offers retrospectively.

How do I use a discount code?

Using a discount code is easy:

● Add the item(s) to your basket

● Once you have finished shopping view the basket and enter your discount code in the box marked “Got a discount code? Enter it here”

● Hit “Add” to apply the discount to your order

Please note that you can only use one discount code per order and you are not able to use them in conjunction with any other offers.

If you are having trouble redeeming your promotional or unique discount code, please log into your account and send us an email or call us straight away as discount codes have expiry dates. We will not be able to refund you the discount amount if the code was not applied to your basket or an attempt made to contact us.

How do I search for offers?

All our current offers and discount codes can be found on our community page within our forum. There will also be links to the main offers on our home page. Please ensure you check the offer first before applying to your basket, as some offers are exclusive to a range of products. If you find an offer or discount code from any other source than our homepage we will not be able to refund you. If you forget to apply a discount code we will not be able to add this after you have placed your order.

What is your returns policy?

Please see our Returns Policy

How do I return an item?

In order to arrange a return, please contact us and inform our [email protected] of your order number, the item you are returning and the reason for the return.

We will then reply with a unique returns authorisation number and the address you need to send the item to.

You’ll need to package the item securely and include a completed copy of the attached form:

Can I return a product if I no longer want it?

You can return any unwanted products within 30 days. Please contact us at [email protected] and we will be able to arrange this for you.

Please note that you will be responsible for the costs of returning the items to us unless we delivered the item to you in error, or if the item is damaged or defective.

What happens once my item is returned?

We are happy to accept product returns as long as the terms of our Returns Policy have been fully met. On the receipt of the product a refund can be actioned for the item/s, however please ensure that you inform a member of our [email protected] prior to the return. 

When will I receive my refund?

Our Once we have received your item at our warehouse we will process your return within 48 hours. You should expect to see your refund in your account within 5 working days once you have received your refund update email, please note some banks may take longer than 5 working days to process refund payment.

If you have not received your refund and it has been 10 working days since receiving your refund update email, please contact us at [email protected]

Do you have an address I can write to?

Yes, you can write to us at the following address:

Koochi Ltd
109-117 Waterloo Road
London
SE1 8UL

Where can I find your Terms & Conditions?

Our Terms and Conditions can be found on the bottom of every page under the Legal Notice tab.

What is your Privacy Policy?

Our Privacy Policy can be found on the bottom of every page under the Privacy Policy tab.

What are cookies?

A cookie is a little ID card that is placed on your computer by a web server.

Once you have a cookie, then every time you visit our site we know that it’s you. Actually we don’t know that it’s ‘you’, we only recognize your browser. So if you use a different machine, or even a different browser on the same machine, then we will think you are a new visitor. If someone else uses your machine, and the same browser as you, then when they visit the site we will think they are you. That’s why, if you share a machine, you should always logout at the end of a session. Most websites routinely log visitors. Web servers have access to small amounts of information, such as which browser you use, and the site that you came from to get here.

Any more information has to be submitted by you. Anything you don’t tell us, we don’t know. Anything you don’t want to tell us, we won’t know. Any information you do submit, is stored in our database against your cookie. This means that we can tailor the site to your preferences and you don’t have to re-enter your details every time you come to the site (eg. we know your address from the last time).

This information is not stored on your machine, it is stored here, at our site so no-one else has access to it. The only information that we have is what you tell us. We don’t even know your email address unless you tell us what it is.

Access to information

You have the right to ask what personal data is held by us about you. We may charge a fee for this which will not exceed £10.00. You may exercise your above right by means of a request in writing to us at:

Koochi Ltd
109-117 Waterloo Road
London
SE1 8UL

Why can't I add a new payment card?

Please ensure you are logged into your account and the details you are entering are correct. If you are still unable to add a new card please try clearing your cookies via your internet options and try again. If you are still having problems please contact us at [email protected] and we will be happy to help

Why can't I sign into my account?

If you have changed your email address recently then you may need to update your account details. To do this simply sign in using your old email address and password, then click on the ‘My Account’ link at the top of the page.

If you are still having problems please contact us at [email protected] and they will be happy to help.

Why can't I change the quantities in my basket?

If you’re having problems adding or subtracting items from your basket we would advise you hit the + or – button or hit the x button. This will then remove each item individually.

If this does not work, we would advise that you delete your temporary internet files. To do this in Internet Explorer on Windows simply select the tools option from your web browser. Then select internet options, click the button ‘Delete Files’ and press ‘OK’. Also click on ‘Settings’ button next to the ‘Delete Files’ button and make sure ‘Every visit to the page’ is selected.

Why am I having problems accessing the checkout?

When this happens you will need to check that you have the correct SSL settings. To do this in Internet Explorer on Windows click on the tools menu from your web browser, select Internet options, and then go to the button called advanced.

From the details you are shown please ensure that all the SSL options are ticked.