Frequently Asked Questions

Welcome! You can create a subscription between the 2nd and 27th of the month; it will ship in the following month. Please see this chart  to find out exactly which kit will begin your subscription. (Occasionally some subscriptions close earlier than the 27th, when we've reached capacity.)

To subscribe, click Subscribe in our top menu and select Start Your Subscription.  Choose the type of kit you prefer.  Review the options and choose the kit you want.  For Main Planner Kits with inserts, choose your insert option from the pull down menu.  Agree to the terms It's essential to read the terms to avoid disappointment or unpleasant financial surprises.  Click Sign Up Now.  Repeat this process to add additional products to your subscription.  Review your shopping cart.  Select your preferred shipping method.  Click Proceed To Checkout.  Select and enter your payment method.  Agree to the website terms and conditions and click Sign Up Now.  Within a few days you'll receive an email confirmation with information about your subscription. 

• Monthly Kits and add-ons are revealed in the Cocoa Daisy store at 8 PM (EST) on the 28th day of each month.
• Between the 29th and the 1st of each month, extras of the current release may become available for subscribers to purchase, depending on inventory, by logging into your account
• Items that are still in stock may be purchased by the general public starting at 12:01 AM (EST) on the first day of each month.

We are primarily a subscription business, which means we use subscriber numbers to forecast for ordering. We always order more than we think we will need, but sometimes subscriptions surge and catch up to our order. In our model, anything we have left after subscriptions are filled is sort of a "bonus," and we are happy to make it available to those of you who want something you don't subscribe to. We are doing our best to balance demand with our need not to carry inventory; there isn't room for it, and money that's tied up in inventory can't be spent on designing and making the beautiful things you love.

Most of our kits sell out during Subscriber Early Ordering, before the first of the month. The only way to be certain you'll get something you want is to subscribe. Inserts are usually available well into the month, along with some of the extras from the kit. We recommend you purchase inserts and a few extras to try us out and decide if a subscription is for you.

• On the 15th of each month, we send a "Mood Board" email that gives you a sense of the colors and themes of the kits.
• Starting around the 15th, Christine usually posts small peeks of products on her Instagram, as well as our Cocoa Daisy Planner Fans and Memory Keeping with Cocoa Daisy pages on Facebook.
• Official sneak peeks go out on the 21st of the month, via email.
• Full reveal of the monthly release will be in the store at 8:00 PM Eastern on the 28th. Purchases cannot be made at that time; subscribers will receive an email on the 29th regarding early ordering. The public can order beginning at 12:01 AM on the 1st.

Once you’ve signed up for a subscription, your kit will be delivered to you automatically throughout its duration. You do not need to order another kit from the store.

Your free Subscriber files will be loaded into the store by the 15th of each month, timed to the arrival of your kits. You can always find them, without waiting for an email link, on the left in your My Account area in the store. You have access to the current month's files, as well as past Subscriber files. Please note that your access to the Subscriber files depends on your Subscriber status; once you cancel your qualifying subscription you will no longer be able to access the files. We encourage you to download these to your device once you have purchased them as they will not be stored on our server permanently and you may lose access after a period of time if you do not download those to your own device.

Subscriptions are available between the 2nd and 27th of each month, while supplies last. Occasionally we close a subscription early because we are at capacity for the following month. Click here to see what your first kit would be.

New subscriptions always begin with the following month’s shipment.

There is no longer a link needed to shop, and no shopping available on the 28th. Instead watch for an email on the 29th announcing that Subscriber Early Ordering is open. If you qualify* for free shipping with your kits, the code will automatically apply at checkout.

If you do not receive the email, log into your account and if you see the header announcing that Subscriber Early Ordering is Open, then you can shop.  If you do not see the header, then Subscriber Early Ordering is not open yet and you will want to check back later.  If you shop early, your free shipping code will not apply and you will have to pay for shipping

We operate on a subscription-only model, so if there's something you know you want it makes sense to Subscribe. Anything left after subscriptions are accounted for should be considered a "bonus."

*see terms for information about which subscriptions qualify for free shipping with kits

Please note that if you have multiple subscriptions we will combine shipping to give you the best/lowest possible rate.

If you are adding a kit to your existing subscription, you will see a shipping charge on your confirmation. We will combine your subscriptions to ship in the same package, and send a confirmation email reflecting the adjusted shipping amount.

Subscriptions are shipped by UPS Mail Innovations.  UPS will hand the package off to the USPS (or to a local postal carrier in other countries) for delivery.  US subscribers have the option of upgrading to USPS Priority shipping.  You will receive an email with your tracking information, and your tracking number will be available in your Cocoa Daisy Account portal.  Please do not contact us with tracking inquiries until after the 15th of the month.

Non-subscription Cocoa Daisy Store purchases will be shipped via USPS Mail.

**Please note: While we wish we could ensure that every package we ship arrives quickly and in perfect condition, sometimes things go wrong in transit. Once we send your Cocoa Daisy goodies on their way, we can not be responsible for delays. Please contact us for assistance if your package goes missing or is damaged.  Cocoa Daisy can not be held responsible for lost or stolen packages if a package has been marked as delivered.

If you are a new subscriber, you can upgrade to priority shipping at checkout. If you are an existing subscriber, please contact us to request an upgrade.

Our shipping rates are below:

 Return/Refund Policy:

Returns: We do not allow returns. All sales are final. If your item happens to arrive damaged please notify us within 10 days of receipt and we will make arrangements to get a new item to you. We do require that the damaged kit be returned to us and we will refund your shipping cost. If that month’s kit is no longer available we will refund the costs of the kit. 

International customers with missing or damaged items, will be given the option to have a replacement sent with their next monthly kit or be issued a refund for the cost of that item.

Refunds:  All sales are final.  Refunds on orders placed by mistake, which have not yet been shipped, may be considered on a case by case basis.  Please contact Customer Service at mailbox@CocoaDaisy.com if you have accidentally placed an order and need to request a refund.  A restocking fee will apply.

We process refunds and other paperwork toward the end of the month. Because of the cyclical nature of our subscription model, it's necessary to process all those requests at once. Please watch for your refund and let us know if it has not appeared in your account by the end of the month. Thanks so much for understanding!

No, all new subscriptions begin with the following month's shipment.

In order to be guaranteed you will get the coming month's kit, new subscriptions must be purchased by the 27th of the month.  Any subscription after the 1st will begin with the next month. 

You can view the terms of your subscription here.

You can access your subscriptions by logging into your account and clicking Subscriptions on the left. Click View for each subscription that says "Active." Or, if it simply says "My Subscription," clicking that will take you directly to your subscription list.  Scroll down to see the contents of your subscription.

You can see the required term of your subscription and the time active. You can find the Change Subscription link for each subscription, as well as change the address on your subscription or the payment information for that specific subscription (see the separate FAQ topic for address and payment changes). You can also view the confirmation email you received when you subscribed to review that information.

Do not use this method to add kits to your subscriptions. See topic on adding to your subscriptions instead.

• Changes from one subscription to another must be made between the 8th through the 14th by 11:59PM Eastern of each month.
• Please make only one change transaction per month, Subsequent change events in a month will incur a $2 fee per change event.
• If you're changing more than one subscription item, please check out after each change and then repeat the process.  (If you do the changes within a few minutes timeframe, you won't be charged for multiple events).
• Changing your subscription does not restart your terms.  There is no early cancellation penalty as long as you retain the same number of subscriptions for the same or longer term.

Changes made in your account take effect with the next billing cycle. Whatever is showing on your subscription on the first of the month is what will ship so, for instance, if you make a change on June 14 (the last day of the month to make changes), you'll receive that new  configuration in July.

Subscriptions do not "expire;" they go month-to-month, at the same price, after the initial commitment period ends. Cancellations must be made between the 8th and 19th by 11:59PM Eastern Time of the month prior. Cancellation requests will not be accepted outside of the cancellation window.

We will automatically renew your commitment month-to-month at the same price until you notify us that you would like to discontinue your subscription.

Canceling your recurring payments with PayPal will not cancel your subscription with Cocoa Daisy.

Please log in, then click here and use this form to request cancellation of part or all of your subscription. If you have not met your minimum commitment, there are early cancellation fees as outlined in our terms.

You can also access the form by clicking "Customer Service" at the top of your subscription.

You can also find the form through the link at the bottom of our website:

When we combine subscriptions with different start dates, we generally note the end of the minimum commitment for those subscriptions:

Subscriptions do not "expire;" they go month-to-month, at the same price, after the initial commitment period ends. There is more information in our terms.

To add to your subscriptions, simply go to Subscribe in our top menu, choose the category you want, and create a new subscription. We'll combine them and adjust shipping after the purchase, and send a confirmation email showing the changes.

Do not use the Change Subscription button on your subscription. It is only for switching from one kit to another

Often we cancel an existing subscription and add it to the new one to ensure they bill and ship together. If you see a cancelled subscription that you think should be active, check to see if it's been combined with another.

*To remove extras (pocket cards, die cuts, planner papers, stickers, washi, notepad, sticky notes) please contact us.

Do not wait until Reveal on the 28th, as new subscriptions are closed between 11:59 PM Eastern on the 27th and 12:00 AM Eastern on the 2nd.

To add to your subscriptions, simply go to Subscribe in our top menu, choose the category you want, and create a new subscription. We'll combine them and adjust shipping after the purchase, and send a confirmation email showing the changes.

Address Changes
Address changes must be made before the 29th of the month previous (or before you place an order) to take effect with the next shipment. Package forwarding services are not available through our shippers.  Incorrect addresses or changes made after the 29th will result in your package returning back to our shop. Additional shipping charges for return shipping and postal collection fees (if applicable) will be required to resend your package to your new address. You can edit your address information under My Account > Addresses

Or you can click Subscriptions at the left of your Account screen, then View for each active subscription, and click Change Address.

Changing your address in PayPal will have no effect on the address in our store. It must be changed on our site as well.

Address changes will not apply to an existing Pre Order, if you have changed your address since placing an order, please contact Customer Service to update the address on your Pre Order.

Email Changes
You can update the email on your account on the same screen as your address, above. However, to change it on your subscription you must email us at mailbox@cocoadaisy.com.

If you need to update the email at which you get marketing emails, please contact us with the old and new email addresses so that we can update that.

Payment Changes
To change the payment associated with your subscription, you must use the Change Payment button on each subscription. Changing your payment method under Payment Methods will not "connect" to your existing subscriptions and may result in a billing failure on the last day of the month.

Do not click Manage Payment Methods, as that will just take you back to your existing credit cards/PayPal account. Instead, click "Use a new card" or PayPal. Enter your new information and click Change Payment Method at the bottom of the screen.

Sometimes we cancel an existing subscription (or a new one) to combine it with other subscriptions. If one of your subscriptions that should be active says "cancelled" in the store, don't panic! Check your active subscriptions to see if it's been combined with those. If not, please contact us.

If it is before the 8th of the month you can still get this month's subscriptions. Kits will be released back to the store and re-sold after the 8th.

Late subscription payments may result in delayed shipping.  Subscriptions paid after the 8th of the month may require additional postage if you have selected UPS Mail Innovations as your shipping method. We will automatically attempt to process payments several times, or there are two ways to pay immediately.

Method One: If you still have the email we sent letting you know your payment failed, just click "Pay Now" and enter your new payment information. Do NOT click "Manage Payment Methods."

Method Two: You can log in, click Subscriptions on the left and then click Pay beside the on-hold order(s); this also updates payment on the subscription..

Do not click "Manage Payment Methods," and do not update under "Payment Methods" on your account page, as that will not pay for this month's kits and will not reactivate your subscription(s). Instead, click "use a new card" or "PayPal."

Our FAQs have the answer to the vast majority of questions, but if you don't find the answer there (or your inquiry is about a specific order or subscription issue), you can use our Contact form. It's found under Support > Contact Us in our main menu, and there's also a Contact Us link at the bottom of the site. Customer Service will respond within 24-48 hours (excluding weekends and holidays).

Please choose a topic. You'll see some information on the screen after you choose; please read that, as most questions are answered there. If not, complete the form and attach any additional information that could help us answer your question.

If it's a website problem, please give us the text or a screenshot of any error messages, tell us what device you're using, what you were trying to do and where in the process you had the issue.

If you received an incorrect order or have a damaged or defective product, a photo will help us assist you most quickly.

Click Store Login (at the top right on desktop or at the very bottom of the main menu on mobile); you can use either your email or your username. If needed, you can reset your password with the Lost Password link. (If you don't receive an email after 10 minutes, please check your spam filter or search "all mail" in case it has been misdirected. If you still can't find the email, please let us know.)

Make sure you're not trying to log into the Forum instead; it looks like this:

This message is displayed when you try to subscribe without creating an account, or without logging in. Please click Store Login at the top of the page on desktop, or the very bottom of the menu on mobile. Once you've created an account or signed in, you'll be able to create a subscription.

If you are logged in, try logging out and back in; that is usually enough to make it work. If not, try a different browser or device, and make sure you're logged in.

For subscription shipping, we will upload your tracking to your account. When your package has shipped you'll get a tracking email from Cocoa Daisy, and you will also be able find your tracking on your order in your account.

The status of "Preparing to Ship" means that your order has been printed and will be packed and shipped soon. The status of one of your orders, usually your subscription order, will update to Shipped once they are shipped.  The status of any add on orders placed during Subscriber Early Ordering Period to ship with the subscription will not be updated, even though they've shipped together.

During subscription shipping, you will receive a tracking email with a UPS number; then the packages will be handed off to USPS for delivery. During the rest of the month, it's likely that packages will still be shipped via USPS and the tracking will be via USPS.

There are different statuses for Orders and Subscriptions.

To find past months' kits, go to Shop > Past Kits and choose the kit you're interested in. There are thumbnails as well so you can see a bit of each month at a glance. For Planner Kits, remember that they will appear the month before they're to be used; for instance, the March planners ship in February.

You can also search for specific months in the Product Search field in the store.

Did you know we have four free printables each month, and a few more that are just a few bucks? There are, of course, terms and conditions that govern the use of Cocoa Daisy printables, so be sure to check those out before you start downloading, printing and enjoying! We encourage you to download these to your device once you have purchased them as they will not be stored on our server permanently and you may lose access after a period of time if you do not download those to your own device.

• The Free Planner Printable is available every month if you subscribe to one of the following kits:  Main Planner Kit, Traveler's Notebook Memory Keeping Kit, Modern Memory Keeping Kit, Planner Add On, Classified Planner or Classified Memory Keeping Kit.  This can be found under Shop > Current Kits, as well as Shop > Digital Downloads.  It contains pages to print and insert into your planner, in all the sizes we offer, as well as a version of our packing card, some notecards and a bookmark, and lots of fun designs from the month’s art, for fussy-cutting.  For non-subscribers it is available for just $4.99.
• The Subscriber Printable is free to every monthly subscriber, no matter what kit or product you subscribe to. It’s geared more toward Memory Keeping, with larger images,  but it works great in memory planning or straight-up planning, too! You can even print it smaller, if you prefer! Just check the digital terms for restrictions on manipulating our printables. You can find the Subscriber Printable, including past printables, in your account under Subscriber Downloads on your dashboard:
  

• Our Newsletter Printable is a free printable “paper” incorporating that month’s artwork. It goes out on the 27th of each month to everyone who’s currently on our email newsletter list. Sign up now!
• The free Cocoa Daisy Planner Challenge Printable allows you to print out each month’s challenge prompts so you can put them in your planner and follow along. It includes printables for each size insert we offer and is found under Shop > Digital Downloads, a week or two before the month begins. We’d love to have you play along; you can do  as much or as little as you like, and we’d love to see your challenge photos in our Facebook group, Cocoa Daisy Fan Page.

We also have a couple of downloads you can purchase.

• The Monthly Tracker Printable is a black-and-white image that coordinates with our monthly kits. It comes with a color key so you can track anything you like– mood, exercise, water or medication, and more. It’s $1.99 and can be found under Shop > Digital Downloads, a week or two before the beginning of each month.
• The Instruction Sheet from our Traveler’s Notebook Memory Keeping Kit comes as a printed version with the kit, but you can also download a printable version for $2.99 each month. It features Christine’s breakdown of a couple of layouts in her SimpleDori, and a sketch for inspiration. Find it under Shop > Digital Downloads.

As noted in the product description of the printables, they are digital downloads only; no product will be shipped.  We encourage you to download these to your device once you have purchased them as they will not be stored on our server permanently and you may lose access after a period of time if you do not download those to your own device.

There are at least four places that you can find your digital downloads. First, the link is on the page you get after you checkout:

Next, you should receive an order confirmation that contains a link:

If you need to go back and find them after you've made the "purchase," they're in the store menu. On desktop:

And on mobile:

all the way at the bottom of the menu:

And, finally, from your dashboard when you first log in:

You receive Daisy Reward Points when you make individual purchases in our store. Points are not awarded for monthly subscriptions, only for individual purchases made in the store. You can access your points by logging in and clicking Points & Rewards on the left. You can redeem them at checkout; there will be a box that tells you how much you have and asks if you want to use them.

When you click on Reward Points, you'll see a listing of the points you earned and redeemed, with the corresponding order number. (The dates below show the date points from October 2016 through July 2017 were uploaded to the store, but going forward you'll see the date of each transaction.)

Points can be used in the store only for additional purchases; they are not redeemable for ongoing subscription kits.

We offer a variety of sizes for your ring-bound and traveler's notebook style covers. Click here to see more detail about each size and the planners they're compatible with.

A5 pages are 5.8" x 8.3". A5 pages with six holes work in Filofax A5 and kikki K Large planners, as well as Simple Stories' Carpe Diem A5 binders and Webster's Pages A5 binders. A5 pages with seven holes work in Franklin and Day Timer A5 binders. A5 pages are also available unpunched.

Personal pages are 3.7" x 6.7" in size. Filofax makes a personal binder that fits our inserts perfectly; Webster's Pages also makes a personal-sized binder. Many people use our Personal inserts in the kikki.K Medium binders, as well. We carry those in the Daisy Store but we have had some issues keeping them in stock due to the tremendous demand.

The exact measurements of the holes are, starting from the top of the page (in inches):

A5 7 hole

1 1/2,  2 1/2, 3 1/2, 4 1/4, 5, 6, 7"

Each exclusive pen with the Daisy on top comes with two refills. to change them, you twist the tip of the pen, as if closing it, and continue twisting until you get the tip loose. Pull out the ink assembly and unscrew the little black cap on the ink cartridge. Then screw in the new refill, and reverse the process. (Note that some refills from other sources may have a white cap, or won't have one at all. If it doesn't have one, pull the ink stick out of the cap you already have, and press the new refill into that cap before replacing in the pen.)

Here's a video to show you how to refill the pen.

The pencil has 1.0 mm lead in the barrel; here's a video to show how the pencil works.

Cocoa Daisy carries some planner binders, from Webster's Pages, but there have been supplier issues which cause them to frequently be out of stock. We also carry Carpe Diem binders from Simple Stories. You can find binders at Filofax for personal or A5 sizes, or Kikki K makes an A5 planner.  Dokibook sells both sizes of binder, shipped from China. They also sell hole punches, or we can punch the holes for you (request 6, 7 or 0 holes for A5, 6 or 0 for personal).

All of our kit contents vary by month. Each subscription listing gives a list of what always comes in the kit, as well as what may vary from month to month. You can also check out Shop > Past Kits for examples.

Subscriptions are available between the 2nd and 27th of each month, while supplies last. Occasionally we close a subscription early because we are at capacity for the following month. Click here to see what your first kit would be.