Frequently Asked Questions
|
Table of Contents |
Goldmine & Coco Return, Insurance, and Gift Card Policy
At Goldmine & Coco, we are dedicated to providing excellent service and ensuring customer satisfaction. We have updated our policy to include important details about insurance coverage, returns, and refunds, as well as gift cards. Please take a moment to review the following policy:
1. Insurance Coverage:
We now offer insurance on all packages through our trusted partner, Route. In the unfortunate event that your package is lost, stolen, or damaged during transit and you have purchased insurance, please refer to the email you received from Route. They will assist you directly in filing a claim and resolving the issue promptly.
2. Non-Insured Packages:
If you did not purchase insurance for your package, we regret to inform you that Goldmine & Coco cannot assume responsibility for any loss, theft, or damage incurred during transit.
3. Returns and Refunds:
Goldmine & Coco maintains a policy of issuing refunds and accepting returns only when a valid reason is provided. If you wish to initiate a return or request a refund, please contact our customer support team and provide a valid reason within 5 days after your order has shipped. Our team will evaluate the circumstances and provide further assistance accordingly. Please note that without a valid reason, no refund or return will be issued, and we will offer a shop credit instead.
4. Gift Cards:
Our Gift Cards are delivered digitally via email, eliminating the need for physical copies. Please be aware that all Gift Cards have a validity period of 6 months from the date of purchase. After this time, the Gift Card will expire, and the remaining balance will no longer be available for use. We encourage you to utilize the Gift Card within the given timeframe.
At Goldmine & Coco, we appreciate your support and aim to exceed your expectations. If you have any questions or concerns regarding our return, insurance, or gift card policies, please do not hesitate to contact our dedicated customer support team. We are here to assist you in any way we can.
Pricing Policy
To Our Valued Goldmine & Coco Customers
We will periodically offer Limited-Time Sales, Release Promotions or Daily Promotions, which are date-and-time-bound discounts while supply lasts. Items purchased before/after the specific discount time periods are not eligible for price adjustments.
Pricing Policy
We are committed to offering you great prices, and we do so in two ways.
Price Adjustments After Purchase
Post purchase price adjustments are not permissible. After a purchase has been completed we are unable to apply discounts, alter shipping, cancel orders, etc.
Pricing Errors
We work hard to ensure the accuracy of pricing. Despite our efforts, pricing errors may still occur. If an item's price is higher than the price displayed, we will cancel your order of that item and notify you of the cancellation.
Shopping Bag
Items in your Shopping Bag reflect the current price displayed on the item's product details page. Please note: this price may differ from the price displayed when the item was first placed in your Shopping Bag.
Our merchandise is offered for sale by Goldmine and Coco for your personal enjoyment and not for resale. Therefore, we reserve the right to limit quantities and refuse to sell to any person who we believe may be purchasing for resale.
Our Customer Service Specialists are ready to assist you—simply email customerservice@goldmineandcoco.com, and you will be sent a personal response usually within 24-48 hours (not including weekends and holidays).
Please see Store Policies and FAQs for more information.
Frequently Asked Questions
Ordering
How can I track my order?
We will email you once your order ships, or if there are updates on the status of your order.
By signing up on our text message list - Text NEWGEM to 833-598-6509 and once your order is placed we will send you confirmation as well as tracking once the order has shipped.
We’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Route provides low-cost shipping protection to protect your package in the event that it gets lost, stolen, or damaged while in transit.
Route is also a mobile app that allows you to visually track all of your online orders in one place. No need to dig through your email for tracking numbers. Route’s dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery. The Route app is available on Android and Apple app stores.
If you experienced an issue with your order, please file a claim with Route’s team here.
What happens when my item is pre-ordered?
Items that aren't available to ship when an order is placed are pre ordered and will ship at a later date. We'll provide you with an approximate ship date when you add the item to your bag and when you check out. Pre Order ship dates are approximate, and we'll email you if the date changes. Please note that, your credit card will be authorized on the date you place your order, you will not be charged again when it ships.
Can I cancel my order if the item is a pre-order?
No, cancellations and refunds are not permitted. Orders are final because pre-ordered items are customized and processed directly by our manufacturer. Since these items are paid for in advance, we are unable to cancel them once the order is placed. We appreciate your understanding.
What happens if my order includes a pre-order item or subscription along with an a la carte or on-hand item?
Orders that include both pre-order items (or subscriptions) and on-hand items will be shipped together once all items are available. If you would like to receive your on-hand items sooner, please contact us to arrange for an additional shipping fee to cover a separate shipment.
Do dropship orders qualify for free shipping for Gold Standard members?
No, dropship orders do not qualify for the free shipping for Gold Standard members. Free shipping is only available on a la carte orders.
Digital Products
Monthly Subscription
The Goldmine & Coco Monthly Digital Subscription is a service that provides subscribers with a new sticker book and PNGs delivered directly to their inbox every month. It offers exclusive doll illustrations, functionals, and captivating clip art to enhance daily, weekly, and monthly plans. Upon subscribing, customers can expect to receive a fresh set of designs within 5 days of renewal allowing for immediate access to digital content on iPads or tablets. Benefits include instant delivery and email delivery, aunt-renewal on the 15th of each month, and Good Notes & PNG files. Should you require support please reach out to our Customer Service Team at customerserve@goldmineandcoco.com.
Usage and Limited License
Any and all materials, paid or free, that You access on this or any related domains are the sole ownership or licensed use of Goldmine & Coco LLC.
You are not allowed to reproduce any part of our product(s) or related communications. This includes printing, giving or sharing of any kind.
You are receiving a limited, non-transferable, non-exclusive, revocable license for non-commercial use only, in order to access any content or materials in the products You have paid for or opted to receive.
If you violate this license by giving, printing or selling a copy of our digital products to anyone. We reserve the right to send You a bill for the licenses you have sent to others and revoke your access to our digital products permanently.
Licenses for these items are available for purchase, starting at $3000. If you choose to take these actions, you will be notified and billed accordingly.
You may :
- Access Your purchases for Your personal use on an electronic device only.
- Download any purchases for Your personal use only.
You may NOT :
- Re-sell, trade, or give Your access to Your purchases.
- Share Your purchase with anyone else who has not yet purchased it or opted in to receive it.
- Reprint or republish any of your purchases, in part or in whole.
- Distribute any of the materials contained in Your purchases or related materials and/or communications as Your own, otherwise known as stealing.
- Reproduce and tweak any part or whole of Your purchases for distribution as Your own work.
- Claim ownership or use any of Our intellectual property without Our prior consent, which includes (but is not limited to): copyrights such as course materials, worksheets, workbooks, lessons, videos, and more; trademarks such as names, logos, taglines, or other unique source identifiers; or trade dress including the look and feel of any of Our offerings (and its related communications and materials).
- Use Our offering or any related materials and/or communications in an unlawful way or for any illegal or unlawful purpose(s).
My Goldmine & Coco Account
I have multiple accounts with different email addresses, can they be combined?
Unfortunately, we are unable to combine your accounts. To ensure you earn your points for future purchases, you will need to use one email address.
How do I get rewards?
You accumulate points by purchasing from Goldmine & Coco and they may be redeemed for through our loyalty and referral program by redeeming your points for a cash value taken off your order when entered at checkout. Please note that after 6 months of inactivity accumulated rewards will expire.
How do I add my birthday to my Goldmine & Coco account?
To add your birthday to your account please use the following steps:
1. Login to the website.
2. Go to Rewards (This will be found in the bottom right corner.)
3. Go to 'Ways to Earn'
4. Next to 'Celebrate Your Birthday' you will select 'Edit Date'
5. Put in your birth date and press the 'Save' button.
On your birthday you will receive 200 coins, which is equals to $5 off.
How do I find my Goldmine & Coco purchase history?
Information for past Goldmine & Coco orders may be found in your account purchase history or by using our app. If you need to find information regarding a past Goldmine & Coco purchase, we recommend referencing your order confirmation emails or contacting our Customer Service Specialist at customerservice@goldmineandcoco.com.
Registration Benefits
How do I create a GoldmineandCoco.com account?
Go to your account, provide the requested information, and you're ready to go.
What are the benefits of registering?
- Customer Reviews: Earn points through our loyalty program. when you leave reviews.
- Email Updates: Get the scoop by signing up for specialized email updates. You can unsubscribe from our newsletters at any time by clicking Unsubscribe at the bottom of any email we've sent you.
- Purchase History: If you've placed an order, you can determine its status, plus check on the order dates and order numbers for items you've purchased in the past.
- Rewards: Earn points by purchasing your favorite products and redeem rewards.
Payments & Taxes
What methods of payment can I use?
Goldmine & Coco accepts the following:
Credit Cards: We accept all major credit cards and Goldmine & Coco Gift Cards.
Other Payment Options: We offer AfterPay, PayPal, and Shop Pay.
At this time, we cannot accept cash, CODs, checks, money orders or gift certificates for online purchases. If you have any questions, please contact us at customerservice@goldmineandcoco.com.
How can I pay for international orders?
We accept all major credit cards and Goldmine & Coco Gift Cards.
Do you offer a customer loyalty program?
Yes, when you sign up via our Rewards link, you are automatically added to our loyalty program.
Will you charge sales tax on my order?
It depends where your order is being shipped.
How do I use my Goldmine & Coco Gift Card?
Goldmine & Coco Gift Cards don't expire, have no fees and are redeemable online at Goldmineandcoco.com. To use a Gift Card online, enter the access code sent via email during Checkout. See more info about Gift Cards.
Billing & Charges
What is a Credit Card Authorization?
Once your order is placed, a pre-authorization (pending charge/hold) for the full amount will be applied to your credit card. Depending on your financial institution, this pre-authorization is usually removed automatically within 7 days.
When will my credit card be charged?
Your credit card will be charged when your order is placed.
When will I receive my refund?
All refunds will be via shop credit. If you return an item, the shop credit will be issued upon receipt of the item. In the event that the company is at fault you will receive a refund to your original payment method. Depending on your financial institution, you may see that refund in up to 10 business days. If you return an item to us by U.S. mail, we usually receive it within 10–14 business days. Once the item is received, we will issue your shop credit or process your refund. If you’re returning a gift, you’ll receive a shop credit with the credited amount. If you paid with a Gift Card, you’ll receive a shop credit with the credited amount.
Can I cancel an order?
Goldmine & Coco has revised its order cancellation policy to better serve our valued customers. We want to inform you that we no longer accept any cancellation requests. Once an order is placed, it cannot be canceled. Please take note of this updated policy when making your purchase.
Subscribe & Save
When Subscribe & Save is selected as your purchase option, cancellations are not permitted until after 2 recurring charges have been completed. Upon your subscription purchase you will receive an email from Recharge allowing you to create an account where you can manage your subscription.
I placed my order without my discount code, can I reorder?
Goldmine & Coco has a zero cancellation policy. By placing multiple orders, you are agreeing to pay for and receive both orders. We can not cancel one order to allow you to use a discount on another.
My total doesn’t reflect the promotion or discount code isn’t working. Can my order be adjusted?
Once an order is placed it can not be adjusted. All orders are final. If you have questions about a code or promotion prior to ordering please contact us at customerservice@goldmineandcoco.com so we may best serve you.
Filing Disputes
I submitted a dispute. What's next?
If you file a dispute or chargeback, all future purchases will be permanently banned. We prioritize maintaining a positive customer environment, and this policy helps us ensure fairness and security. Creating a new account to make future purchases is prohibited, and attempts to circumvent the ban may result in additional restrictions or legal actions. For exceptional circumstances, you can contact customer support, but please note that the ban on future purchases is generally permanent. Review our terms and conditions for further details.
Shipping
How much will it cost to ship my order?
We currently offer 2 different shipping options:
Standard Shipping ($8) and FedEx Express ($12). Typically all orders ship via FedEx with the exception of P.O. Boxes and Military Addresses.
Can I return or exchange my purchase if I don't like it?
No. All orders are final and Goldmine & Coco maintains a policy of issuing refunds and accepting returns only when a valid reason is provided. If you wish to initiate a return or request a refund, please contact our customer support team and provide a valid reason within 5 days after your order has shipped. Our team will evaluate the circumstances and provide further assistance accordingly.
For more information, see our Returns & Exchanges policy.
How do I secure my package in transit?
We’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Route provides low-cost shipping protection to protect your package in the event that it gets lost, stolen, or damaged while in transit.
Route is also a mobile app that allows you to visually track all of your online orders in one place. No need to dig through your email for tracking numbers. Route’s dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery. The Route app is available on Android and Apple app stores.
If you experienced an issue with your order, please file a claim with Route’s team here.
It is highly recommended to add Route Package Protection to your orders, as Goldmine & Coco (G&C) cannot be held liable for packages once they leave our fulfillment facility. While we take utmost care in packaging and ensuring the safe delivery of your orders, unforeseen circumstances during transit can occasionally lead to package loss, theft, or damage. By opting for Route Package Protection, you gain an additional layer of insurance coverage that safeguards your packages during transit. In the event of any issues, such as loss or damage, Route Package Protection allows you to file a claim and seek reimbursement for the value of the package or its replacement. Remember that without this additional coverage, any incidents that occur during transit become the responsibility of the shipping carrier, and G&C cannot be responsible for remedying such occurrences.
Adding Route Package Protection provides you with peace of mind and ensures that your packages are protected throughout the shipping process.
I've recently updated my shipping address on my end. Is there anything else I need to do to ensure that my orders are shipped to the updated address?
Please note that the address you provided during payment for your orders or subscriptions is where your packages will be sent. While your new orders will automatically be shipped to the updated address, if you have any pending orders, it's important to contact us at customerservice@goldmineandcoco.com. This will allow us to promptly update your address in our system and ensure that your packages are delivered to the correct location.
Shipping & Replacement Policy
Address Verification:
We strongly encourage all customers to review their shipping address before making a purchase. Your shipping address is a crucial element in ensuring a smooth and timely delivery.
Pre-Renewal Address Confirmation:
For subscription or renewing services, it is the customer’s responsibility to confirm the shipping address prior to any renewals. Goldmine & Coco and Felicia Jarrell will not be responsible for any items sent to an incorrect address provided by the customer.
Replacement and Reshipping Fees:
Should you require a reshipment of any product that is already in transit or has been delivered due to an incorrect address, please note that a 50% replacement fee will apply. Additionally, the customer will be responsible for all shipping costs associated with the reshipment.
No Exceptions: This policy is firm and non-negotiable. We believe in fairness and consistency for all customers, and as such, no exceptions will be made to this rule.
We appreciate your understanding and adherence to this policy, as it enables us to continue providing high-quality products with exceptional customer service.
Returns & Exchanges
How do I return items by mail? (U.S.)
If a product arrived damaged/defective, to receive a return label email customerservice@goldmineandcoco.com. If return is not due to company error, postage must be paid by the customer. Send in your item(s) using the postage-paid U.S. return label. Your return is processed upon receipt of the return, in which at that time you will receive your shop credit or your replacement item will be shipped.
I received my item and it’s too big for me, can I request an exchange?
We regret to inform you that we will no longer accept returns or exchanges for apparel products due to sizing issues. This decision is designed to streamline our processes and uphold the quality of our services.
I received a damaged item, can I ask for a replacement?
Our commitment to delivering high-quality apparel products remains unwavering. If you received a damaged or defective item, we kindly request customers to contact our customer service within 5 days of receiving the product. Our team will work diligently to address your concerns and provide a suitable solution.
Coupons, Promotions & Sales
What kinds of promotions do you offer?
We like to reward our customers with special promotional offers. Available promotions will be indicated on relevant pages of our website. We offer:
Gifts with Purchase: Some of our most popular promotions are complimentary gifts with purchase. These promotions are typically associated with a specific item or minimum order total.
Buy & Save: This promotion allows our customers to receive a discount by purchasing multiples of one item or specified group of items. The discount will apply in the Checkout process.
How do I use a promotion code?
Promotion Code: You may qualify for a promotion that is associated with a specific code. Promotion codes can be found via alerts from our email and text lists. To retrieve your gift, enter the code in the promotion code field in the payment section during the Checkout process. Promotion codes are not case sensitive.
Automatic: Many promotions do not require a promotion code and will automatically be added to your order during the Checkout process. You can see that the promotion has been added at the bottom of the Checkout page.
Are there any restrictions for promotions?
Promotions may be limited to purchases from a specified item or group of items or a minimum order price. All promotions are available for a limited time during indicated dates and only while supply lasts. Promotional offers do not apply to international orders.
Does Goldmine & Coco offer coupons?
We do not offer general coupons for sales or discounts. Any references to "Goldmine & Coco Coupon," "Goldmine & Coco Coupon Code" or "Goldmine & Coco Discount Code" on other sites are not valid. However, we do occasionally offer promotions on selected items.
About Goldmineandcoco.com
Does your site use pop-up advertising?
No, Goldmineandcoco.com does not participate in pop-up advertising. If you are seeing pop-up ads on your computer screen, it is most likely due to an adware program installed on your hard drive. Many of these programs are designed to install themselves with little to no warning while you browse shopping, coupon and music websites.
Customer Reviews
Whether you love or loathe the items you've purchased, your opinions are important to us—and to other shoppers—so get started. It's really easy and lots of fun!
WE WANT TO HEAR FROM YOU!
-
Sign in
-
Rate your item
-
Write your review
-
Submit your review
Review moderation
All reviews are read before being posted to our site. We will reject reviews that include inappropriate or discriminatory language, critical comments about other reviews or reviewers, personal contact information or non-goldmineandcoco.com web addresses. All approved reviews will be posted within 72 hours.
Digital Products
All digital products are copyrighted and protected by Goldmine & Coco®. Any digital product purchased is only authorized for personal use only and not to be shared.
Once your product is purchased, you are only allowed 3 downloads per purchase. Once your download count has been reached, we are unable to send you the download nor reset the count. Please ensure you download upon purchase and save to your own device. - This is a firm policy.
Return and Exchange Policy for Apparel Products
At Goldmine & Coco, we strive to provide an exceptional shopping experience for our valued customers. To ensure clarity and transparency, we have outlined our Return and Exchange Policy for apparel products below:
1. Sizing Considerations:
We understand the importance of finding the perfect fit. Prior to placing an order, we encourage customers to refer to our detailed size charts available on our website. These charts offer precise measurements to assist customers in selecting the appropriate size for their apparel.
2. No Returns or Exchanges for Sizing Issues:
We regret to inform you that we will no longer accept returns or exchanges for apparel products due to sizing issues. This decision is designed to streamline our processes and uphold the quality of our services.
3. Product Quality Assurance:
Our commitment to delivering high-quality apparel products remains unwavering. In the event that you receive a damaged or defective item, we kindly request customers to contact our customer service within 5 days of receiving the product. Our team will work diligently to address your concerns and provide a suitable solution.