FAQ

Coco & Rho – FAQ

Hey there! So glad you found us. At Coco & Rho, every hat is handmade with love by Savannah (that’s me!)—a busy mom of two building this dream one stitch at a time. Below are answers to our most frequently asked questions to help guide your order experience. If you still need anything, we’re just an email away.

🧵 How long will it take to receive my order?

Every hat is individually made to order—nothing is mass-produced here.

Total Timeline: Please allow up to 4 weeks from the date of purchase for your hat to arrive. This includes both processing and shipping time.

  • Processing Time: Orders are typically made within 14 business days (that’s Monday–Friday, not including weekends or holidays). We’re working hard to reduce this time as much as possible!

  • Shipping Time: Once ready, orders ship via USPS and typically take 3–5 business days to arrive.

We know waiting can be tough in our instant world, but your patience supports a small business doing things the thoughtful way—and we promise it’s worth the wait.

🚚 Do you offer rush orders or express shipping?

We do offer express shipping at checkout—but this applies only to the shipping speed, not the production timeline.

If you’re working on a tight deadline, feel free to email us at hello@cocoandrho.com and we’ll do our best to help. Please note that expedited processing is not guaranteed.

📆 When will I get tracking info?

You’ll receive a tracking email as soon as your shipping label is created. This means your order is almost ready—but may still be in production. Once it ships, tracking will update within 24–48 hours.

📦 What does “pre-shipment” mean on my tracking?

“Pre-shipment” means we’ve created your shipping label, but your hat is still being made. Once your hat is finished and handed off to USPS, your tracking will begin updating. Thanks for your patience while we make something just for you!

📬 I haven’t received a confirmation email—what should I do?

If you didn’t get an order confirmation, it’s likely your email wasn’t entered at checkout. Just email us at hello@cocoandrho.com and we’ll get everything sorted and make sure you receive all future updates.

🛒 Can I change my shipping address?

If your order hasn’t shipped yet, we can absolutely update your shipping address. Email us as soon as possible at hello@cocoandrho.com. Once the order is in transit, we're unable to redirect it.

🙈 I made a mistake—can I update my order?

If you notice an error, email us right away at hello@cocoandrho.com. As long as your hat hasn’t entered production, we’ll do everything we can to update your order.

🔁 Do you accept returns or exchanges?

Because each Coco & Rho hat is made to order, we’re unable to accept returns or exchanges unless your order arrives damaged. That said, your happiness means the world to us—if something seems off, please don’t hesitate to reach out.

Ordered the wrong color or design by mistake?
No worries—we get it! If your order was placed incorrectly, we’re happy to exchange it for the correct item. All we ask is that you cover the return shipping cost to send the original hat back.

Example: If you accidentally ordered a pink hat but meant to get red, we’ll gladly exchange it if you send the pink one back. Just email us and we’ll help get that started!

🔐 What is Route Package Protection and should I add it?

Route is an optional add-on at checkout that protects your package in case of loss, theft, or damage during shipping or delivery. While we’re a small team and can’t be responsible once your order leaves our hands, Route helps give you peace of mind. We highly recommend adding it!

🎯 Why was my favorite design discontinued?

Sometimes we have to retire certain designs due to supply changes, legal requests, or seasonal updates. We know it’s tough to say goodbye, but we’re always working on new hats we hope you’ll love just as much. Feel free to reach out and we’ll help you find something similar!

🧢 Can I place a custom order?

Absolutely—and we love bringing your ideas to life!

  • We offer custom text in our signature block-and-script style (like you see in our GRL Collection).

  • For custom graphics or logos, we work with a digitizer to make those possible. These require a minimum of 12 hats due to setup requirements.

📩 To get started, email us at hello@cocoandrho.com with your idea!

📦 Can I place a bulk or wholesale order?

Yes! We love partnering with shops, salons, teams, and businesses. We offer:

  • Custom embroidery

  • Side/back logo options

  • A typical turnaround of 4 weeks

  • Bulk pricing for orders of 12+ hats

📩 Email us at hello@cocoandrho.com to get started!

👋 Who makes my hat?

Every single hat is handmade by me—Savannah! I’m a one-woman show (with a few machines and some occasional help) and I pour love into every stitch. Whether you’re here for a GRL drop or a one-of-a-kind custom, thank you for choosing handmade over mass-produced. Your patience truly means the world.

💬 Still have questions?

We’d love to help. Just shoot us a message at hello@cocoandrho.com and we’ll get back to you as soon as possible.