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FAQs

  • BENEFITS OF CREATING A LA COQUETA ACCOUNT

    Creating An Account 

    In “My Account” you can consult your current and previous orders, change your details for future orders and change your password. For security reasons, you must make the changes yourself.     

    The benefits of having a La Coqueta Account are:

    • Store different delivery and invoicing addresses to speed up the purchasing process.
    • Save the contents of your shopping basket for later, however, this does not constitute a reservation. The price and availability of the products stored in your basket are subject to change, and the most recent price of each product will always appear.
    • You can easily check order updates and view order history.

    • Save your payment method and use 'Quick Purchase' for a faster checkout

  • HOW TO CREATE AN ACCOUNT

    Creating an account with us is easy and free. To create an account, follow the quick step-by-step by clicking here.

  • PROBLEMS LOGGING IN

    This usually happens for two reasons: the e-mail address and/or the password was entered incorrectly.

    INCORRECT E-MAIL

    If you have entered your e-mail address incorrectly when creating an account, you won't receive a confirmation e-mail and consequently, your correct details will not be recognised next time you try to sign in. If you think this might be the case, please e-mail us or contact us on Live Chat with your name and e-mail and we will solve the problem for you.

    FORGOTTEN PASSWORD

    If you have forgotten your password you can e-mail us or contact us on Live Chat with your name and e-mail and we will reset your password for you.

  • PAYMENT SECURITY

    WEBSITE SECURITY - IS IT SAFE TO USE MY CREDIT CARD AT LACOQUETAKIDS.COM?

    We have three methods of payment, PayPal, pay later with Klarna and all major debit and credit cards.

    All debit and credit card payments are processed using Klarna, a leading online secure payment gateway.

    Every order is confirmed by an automated email which shows the details of your purchase.

    When at the checkout please refrain from refreshing your browser or reconfirming your order. This can cause multiple orders to be processed.

    WHAT CURRENCIES DO YOU ACCEPT?

    La Coqueta currently accepts payment in British Pound only, but you can browse in Euros & USD.

    WHAT DOES IT MEAN IF MY CARD IS DECLINED?

    If your Credit Card has been declined it can be for a number of reasons:

    • You have entered your card number incorrectly
    • You have enterted the expiry date or security code (CVV) incorrectly
    • The name and address does not match the address the bank has on file for you
    • Your bank have refused if for security reasons
    • There are not enough funds to cover the payment

    If you contact your credit card provider or bank they will tell you why they have declined it. You can then contact us and let us know, and we will try again.

    Please refrain from refreshing your browser or reconfirming your order. This can cause multiple orders to be processed.

    WHAT PAYMENT METHODS DO YOU ACCEPT?

    We currently accept all major credit and debit cards: American Express, Visa, MasterCard, Delta, Switch/Maestro, Solo. We also accept Paypal and pay later via Klarna.

    Please note we do not accept cheques or Western Union payments.

  • PRODUCT INFORMATION

    CAN YOU GIVE ME MORE PRODUCT INFORMATION?

    If you would like more information on any of our products please contact us and we will be happy to assist you.

    HOW DO YOU KNOW WHICH ITEMS ARE IN STOCK?

    All items shown on the website are in stock unless the words "out of stock" are listed next to the product. If you want to buy a size that has "out of stock" against it, please contact us. We will inform you if and when the product is due back in stock.

    OUT OF STOCK ITEMS

    All items displayed on the website are in stock unless “out of stock” is listed next to the item. If you see an item that is out of stock, please contact Online Customer Service to enquire about our wait list.

  • CARE ADVICE

    TIPS ABOUT THE CARE OF WOOL GARMENTS

    Useful facts and knowledge have been learnt by La Coqueta over the years, and we would like to share these with you.

    WASHING TIPS

    • Clean woollen items before storing to avoid clothes moths
    • The key to not shrinking wool is to never twist it, agitate it, or wring it out. Gently swirl the wool in the water, then rinse and press the water out.
    • Wool is an acidic material, so use a mild soap or detergent with as close to a neutral or acidic pH as possible.
    • Water temperature when washing wool should be cold or lukewarm. Wool should be washed in cold water under 30 degrees or hand washed.
    • Use water which is just lukewarm for washing and rinsing so the wool is not shocked into shrinking. Do not leave wool to soak.
    • You can add a tablespoon or two of white vinegar to the last rinse if you wish (not essential), as this leaves the wool with the correct pH for good condition and softness.
    • Squeeze out and roll up in a dry towel to remove excess moisture and dry away from direct heat. On a radiator rack or in the airing cupboard is fine, but not directly on the radiator.
    • To avoid loss of shape, dry flat, never hang.

    ABOUT THE FIBRE

    Wool is a natural fibre with many natural organic characteristics. Often those characteristics provide the product advantages you know and appreciate in wool clothing. The perfect example is the warmth created by the tiny pockets of air which individual wool fibres trap naturally. There is one characteristic of wool that holds the secret as to why wool sweaters and clothing can sometimes shrink. The outside of the wool fibre is hydrophobic - it repels water. The inside of the wool fibre is hydrophilic - hollow and absorbs water. Even though wool wants to repel water around the fibre, at a certain point of getting wet, it reverses its process of repelling water to absorbing water. When this happens it brings water into its core and holds it. Always line or flat dry wool. Small pieces such as children's clothes don't get too heavy and can be hung up. Larger pieces should always be dried flat.

    WHAT IS MERINO WOOL?

    Merino sheep are renowned for producing some of the finest, softest wool available and is the natural caring choice for newborn babies and young children. The easy care qualities make it machine washable as a special process is applied to continually control shrinkage within acceptable tolerance standards.

    BENEFITS OF MERINO WOOL FABRIC

    • Merino shades retain their colour "bloom" and lustre
    • With continual washing and wear merino does not lose its depth of colour or fade like other natural fibres
    • Merino avoids holding body odour
    • Being a natural breathable fabric it does not trap bacteria and also resists static electricity build up, unlike synthetics
    • Merino is comfortable to wear without any fibre itch
    • Our superfine and fine micron counts ensure absolute softness and the ultimate in wearing comfort
    • With the fibres natural composition and complexity it easily adapts to the body's temperature in changing conditions, enabling your little ones to retain the optimum safe temperature in hot or cold environments. This makes it the ideal fabric for both summer and winter use
    • Merino retains its shape and texture, being a natural fibre with crisp springness
    • Merino is fire retardant
    • Due to New Zealand and Australia's geographical location and environmental conditions, the merino sheep has evolved into a unique breed. The superior quality of the fibre starts with the New Zealand merino fleece, which is generally recognised worldwide as softer and whiter than any others
    • There are just seven hundred farmers tending the flocks which produce a fibre that ranks with cashmere as among the rarest natural fibres. Just 8,500 clean tonnes are hand shorn once a year from September to December and set aside for a select number of special customers world-wide.
  • DUTIES AND TAXES

    DO YOU HAVE TO PAY TAX?

    DELIVERING OUTSIDE THE EU

    Deliveries sent to customers who live outside of the European Union do not have to pay VAT. We remove the VAT value of 20% from all non-EU orders. This is shown clearly in your shopping basket when you checkout. However you may be subject to your own country's import taxes and duties. La Coqueta is not responsible for paying import duties and taxes.

    DELIVERING WITHIN THE EU

    Children's clothing, shoes and books are not subject to VAT. Where VAT does apply, it is included in the price of the products and will be clearly itemised in your shopping bag.

  • PLACING AN ORDER

    WILL I RECEIVE CONFIRMATION THAT YOU HAVE RECEIVED MY ORDER?

    We send an email confirmation for every order. You should receive this within 10 minutes. If you do not, please contact us.  If you are a registered customer, you will be able to login to your account and view the status of your order and any comments or emails we have sent you.

    ORDER TRACKING

    Once your order has been shipped, you should receive an email with your tracking number. Please contact us if you do not receive your tracking number.

    I HAVE NOT RECEIVED MY PARCEL

    If you have received a despatch confirmation email but have not received your package, it is possible there was no one home when delivery was attempted. Please track your parcel using the tracking code in your dispatch email as you may find it is at an access point very nearby where you can collect it.

    CAN I ORDER BY PHONE?

    Yes, please call and we will place the order for you over the phone.

    UK: 020 3941 0205
    International: +4420 3941 0205

    CAN I LEAVE ITEMS IN MY SHOPPING BAG AND ARE THEY RESERVED?

    If you have created an account with us, then any items you place in your basket will remain there if you are logged in. The items will then stay in your basket if you logout.

    The items are not reserved for you until you checkout and can still be purchased by other customers.

    CAN I CHANGE MY ADDRESS AFTER PLACING THE ORDER?

    Unfortunately we cannot redirect the delivery once your order has been placed.

  • HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?

    WHEN WILL I RECEIVE MY ORDER?

    In Store Collection
    You will receive an email notifying you when your order is ready for collection within 24hrs of placing your order.

    UK Next Day Delivery
    Next working day delivery within the UK if ordered before 2PM

    UK Weekend Delivery
    Order by 2pm on Friday and have your parcel delivered on Saturday or Sunday. UK mainland only.

    EU Express
    Orders placed at any time will be received within 2 - 3 working days

    Northern Europe (Scandinavia)
    Orders placed at any time will be received within 7 days.

    Rest of World
    Orders placed at any time will be received within 3 - 7 working days

    CAN I COLLECT MY ORDER INSTEAD?

    We offer an ‘In Store Collection’ service. You shall be sent a confirmation email when your order is ready to collect.

  • HOW WILL MY PARCEL BE DELIVERED?

    HOW WILL I RECEIVE MY ORDER?

    All full priced orders are lovingly wrapped in La Coqueta branded tissue paper and placed into our branded e-commerce gift boxes. These are then placed into our branded e-commerce mailing bags and dispatched with your chosen delivery method. During sale periods all orders are wrapped in tissue and placed directly into the e-commerce mailing bag. No boxes are used during sale and promotional periods.If you include a gift message in your order the message will be handwritten on one of our blank gift cards and included in the package.

    If you have not received a dispatch email please contact us at customerservice@lacoquetakids.com and we will be able to help you.

  • RETURNING AN ITEM IN STORE

    CAN I RETURN AN ITEM IN A STORE?

    We are able to accept Online Returns to the store if they are being exchanged for the same or greater value. Any refunds will need to be issued through our online department.

    A representative from our Customer Service team will be available to answer any queries at customerservice@lacoquetakids.com

  • STYLING SERVICE

    DO YOU OFFER A STYLING SERVICE?

    If you need an outfit for a particular occasion or would like help with creating a look we are here to lend a helping hand.

    Please email us on customerservice@lacoquetakids.com with your enquiry.

  • CONTACT US

    HOW CAN I GET IN CONTACT WITH YOU?

    We have a variety of ways in which you can contact us with any questions or queries you may have:

    Live Chat
    Monday to Friday 9am to 5pm

    Email
    customerservice@lacoquetakids.com response time 1-2hrs during office hours.

    Telephone
    Online: +44 (0)203 941 0205 Monday to Friday 9am to 6pm

    Hampstead shop: +44 (0)207 794 6333 Monday to Friday 9am to 6pm

    Notting Hill shop: +44 (0)207 221 6496 Monday to Friday 9am to 6pm

    Battersea shop: +44 (0)20 7924 4912 Monday to Friday 9am to 6pm

    Weekends (shops only): Saturday 10am to 6pm and Sunday 11am to 5pm

    Please do leave us a voicemail with your full name and telephone number and we shall contact you the next day.

  • WHAT ARE THE TERMS AND CONDITIONS FOR LACOQUETAKIDS.COM?

    The terms and conditions can be read here.

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