FAQ - Frequently Asked Questions
Generally
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Who is COOCOO?
COOCOO.at is your Austrian merch shop based in Vienna and was founded by Alex D. in 2022. We've been online since October 2022, providing you with officially licensed band merch and much more. Whether rock, punk, metal, pop, or hip hop—at COOCOO.at, there are no genre boundaries. You'll also find what you're looking for in film and TV.
We share your passion for music and band shirts. We see ourselves as a merch shop by fans, for fans.
You can find more information at "About Us"
If you have any questions that have not been answered here, please contact us via the Contact form or by email ( office@coocoo.at ).
If you have any problems with your order, don't hesitate. We'll be there for you quickly. We ask that you summarize all the important information in your first email. This way, we hope to be able to help you quickly.
The reason why we do not provide a telephone number is simple: COOCOO.at is currently a small company and it is not yet possible to staff a service hotline around the clock.
We respond as quickly as possible during office hours and often well beyond.
Shipping and delivery
We usually process your order within 12 hours and then quickly place it with GLS. This results in a Average delivery time is 2-5 business days . Please note holidays and weekends.
We make every effort to ensure that you receive your goods as quickly as possible.
If you place your order by 5:00 PM, your purchase will usually be ready for dispatch the same day. GLS pickups usually take place the next business day between 11:00 AM and 2:00 PM.
All orders placed on the weekend (Fridays from 5:00 p.m.) will be processed by Monday at the latest and handed over to GLS immediately.
You'll receive an email notification for each step. This way, you're always informed about the status of your order. For details, simply click the "Track Shipment" button in the email and you'll be redirected directly to GLS Tracking. We ask that you always provide a valid email address and/or phone number so we can reach you in an emergency.
If your order hasn't been shipped yet, we can't intercept and cancel it. But don't waste any time, because we ship very quickly. We're doing our best. Please contact us directly via our Contact form.
If you don't want to keep the items you ordered after receiving them, please return them to us. You can find all the information under Shipping & Returns .
Shipping countries:
- Austria: € 4.99
- Germany: €7.99
- More countries planned
Free shipping for orders over:
- Austria: from € 75,-
- Germany: from € 100,-
No, to guarantee you the best possible quality, all our products are stored directly with us. No waiting for weeks for a dizzying package from China. We never will.
Unfortunately, a direct exchange is not possible. If you would like to exchange an item for a different size, you are welcome to new order This way, we can guarantee that the replacement product will reach you much faster.
Please return the product you wish to exchange using the GLS return label and return slip. Both are included with your order. You can find all important information at “Shipping & Returns” Once we receive and inspect it, you will receive a refund of the purchase price.
To get a refund for one or more products, you must return them to us. You can find all the information at “Shipping & Returns” .
Once we receive the goods back and inspect them for damage or soiling, we'll process your refund immediately. Depending on your chosen payment method, this can take 5-10 business days (although experience shows that this is usually much quicker).
Our contractual partner is GLS.
NOTE: The enclosed return label expires 14 days after delivery. We only offer free return shipping with this return label via GLS. If the return is sent to us via other means (post, DPD, UPS, etc.), the buyer will bear the shipping costs.
Simply contact us using the contact form, including a valid email address and your order number. If you're still within the 14-day return period, we'll send you both the return slip and the GLS return label by email.
Products and Shop
Yes, ALL our products are guaranteed to 100% officially licensed merchandise . We import exclusively from distributors and licensees in England and the EU.
Unisex means gender-neutral . Therefore, the cut should fit both men and women. They generally run a bit small, so men should especially keep this in mind when choosing a size.
Coocoo.at is a pure online shop, we have no commercial space . We offer no pickup But given how fast we ship, it doesn't matter anyway. 🙂
Yes, below value vouchers You'll find exactly the right amount for you (€10/€25/€50/€100). Optionally, you can personalize the vouchers.
Simply add the desired voucher to your shopping cart like a product, pay, and it will be sent to you immediately by email. It couldn't be faster. The ideal Last-minute gift . Now you can either print it yourself or send it digitally to your loved ones.
Have fun giving gifts.
*The purchase of vouchers is excluded from discount promotions unless explicitly stated in the promotion.
Since we source from a wide variety of distributors and licensees, and of course, almost every manufacturer uses different textile blanks, it's completely unreliable to provide a single size chart that applies to all products. However, we're working hard on a better solution.
We can guarantee that the quality of our products is very important to us. We're fans ourselves. We check everything thoroughly, and if the quality isn't up to scratch, we don't put it in our shop.
For most merch t-shirts and hoodies, blanks from renowned and world-famous manufacturers such as GILDAN, B&C or FRUIT OF THE LOOM are used.
If you are unsure which size is right for you, do not hesitate to contact us via our Contact form.
No! The products are produced and printed by official distributors and licensees. We receive the goods quickly. The goods are guaranteed to be 100% official merchandise from England and the EU.
If you still have unanswered questions, please feel free to contact us contact.