Shipping policy

Shipping & Delivery Policy

Last updated: September 3, 2026

Thank you for shopping with Coco Cloud. This Shipping & Delivery Policy explains how we process and deliver orders placed through our online store.

We currently deliver orders within Sri Lanka.

1. Order Processing

Orders are normally processed within 1–3 business days after the order has been successfully placed and payment has been confirmed.

For Cash on Delivery orders, processing will begin after the order has been confirmed by Coco Cloud where necessary.

Orders are not normally processed on Sundays and public holidays.

During periods of high demand, promotions, new product launches, or other exceptional circumstances, processing may take longer. Where reasonably possible, we will notify customers of significant delays.

2. Delivery Time

Once your order has been dispatched, estimated delivery times are:

Colombo and surrounding areas: approximately 1–3 business days

Other areas within Sri Lanka: approximately 2–5 business days

These are estimates only and are not guaranteed.

Actual delivery times may vary depending on your location, courier availability, weather conditions, public holidays, operational disruptions, and other circumstances outside our reasonable control.

3. Delivery Charges

Delivery charges will be displayed during checkout or otherwise communicated before your order is completed.

Delivery charges may vary depending on:

  • Delivery location

  • Order size or weight

  • Promotional offers

  • Delivery method

  • Courier charges

From time to time, Coco Cloud may offer free delivery promotions or reduced delivery charges. Any applicable promotional delivery conditions will be stated at the time of the offer.

4. Delivery Information

Customers are responsible for providing accurate and complete delivery information when placing an order.

Please ensure that your:

  • Name

  • Address

  • Phone number

  • City/town

  • Postal code, where applicable

are correct.

Coco Cloud is not responsible for delivery problems, delays, or additional charges caused by incorrect, incomplete, or outdated information provided by the customer.

If you realize that you have entered incorrect delivery information, please contact us at hello@cococloud.lk as soon as possible. We will try to assist, but changes may not be possible once an order has been dispatched.

5. Courier Delivery

Orders may be delivered through third-party courier or delivery providers.

The courier may contact you by phone before or during delivery. Please ensure that the phone number provided with your order is reachable.

Once an order has been handed over to the courier, delivery timing and certain aspects of the delivery process may be outside our direct control.

6. Failed Delivery Attempts

If a delivery attempt is unsuccessful because the customer is unavailable, the delivery address is incorrect, the customer cannot be contacted, or the customer refuses to accept the order, the courier may make another delivery attempt or return the parcel to Coco Cloud.

Additional delivery charges may apply if an order needs to be re-dispatched due to circumstances caused by the customer.

For Cash on Delivery orders, repeated refusal or failure to accept orders may result in Cash on Delivery being restricted or unavailable for future purchases.

7. Cash on Delivery

Where Cash on Delivery is available, payment must be made to the courier at the time of delivery.

Please have the required amount ready where possible.

Coco Cloud reserves the right to limit or disable Cash on Delivery for certain orders, locations, or customers where reasonably necessary.

8. Order Tracking

Where tracking is available, Coco Cloud or the relevant courier may provide tracking information after the order has been dispatched.

Tracking availability may depend on the courier and delivery method used.

If you have not received your order within the expected delivery period, please contact us at:

hello@cococloud.lk

and provide your order number.

9. Delays and Circumstances Beyond Our Control

We make reasonable efforts to deliver orders within the estimated timeframes, but we cannot guarantee delivery dates.

We are not responsible for delays caused by circumstances outside our reasonable control, including:

  • Severe weather

  • Natural disasters

  • Public emergencies

  • Courier disruptions

  • Strikes or transport disruptions

  • Public holidays

  • Address or contact information errors

  • Unexpected operational or logistical issues

If a significant delay occurs, we will make reasonable efforts to assist and provide available information regarding your order.

10. Damaged Packages

Please inspect your package as soon as it is delivered.

If the package appears seriously damaged or the product inside is damaged, please contact us at hello@cococloud.lk as soon as possible and provide photographs of the packaging and product.

We will review the issue and, where appropriate, provide a replacement, exchange, or refund in accordance with our Refund & Return Policy and applicable law.

11. Missing or Lost Orders

If your order appears to be significantly delayed or is reported by the courier as lost, please contact us at hello@cococloud.lk with your order number.

We will contact the relevant courier or delivery provider and take reasonable steps to investigate the issue.

Where an order is confirmed as lost or undelivered, we will work with you to provide an appropriate resolution in accordance with our Refund & Return Policy and applicable law.

12. Contact Us

For questions about shipping or delivery, please contact us:

Coco Cloud
Email: hello@cococloud.lk
Phone: +94 71 530 5313
Address: 386C, Wijethunga Mawatha, Pilimatalawa, Kandy, 20450, Sri Lanka