What are your support hours/response times?

Modified on Tue, 29 Apr at 10:17 AM

We keep a small and efficient team so that we can maintain incredibly low prices for our members. As such, we limit the hours we provide support so that our team can be as effective as possible. Our office hours for support are as follows:

Monday to Thursday, 10am - 4pm

We aim to resolve all support tickets within two working days, but often sooner. If we see a request that requires more information, then we will try to respond as quickly as possible so that you aren't delayed any longer than necessary.

Gallery upload/update exception

We want your galleries to look as good as possible, and it's an area that requires our very best curation skills. As such, we will generally perform gallery uploads once per week, and so expect up to seven days for us to complete this process.

Office breaks (inbox closed)

We have two annual breaks where our inbox will be closed, listing updates are temporarily suspended, and emails will not be retained. If you email during these periods, you will receive a notice that the office is closed, and we ask that you email again when the office is open.

12/05/2025 - 21/05/2025 (office move!)
11/08/2025 - 25/08/2025 (summer break)
22/12/2025 - 05/01/2026 (winter break)

We know that sometimes things are really important, so if you have an important question, an issue regarding billing, or you are asking to join our platform during one of our office breaks, then see below for how to contact us:

New listing enquiries - For new listing enquiries, please use our application process that can be found here https://cocoweddingvenues.co.uk/join-us/

Billing enquiries - For urgent billing enquiries, please email us at billing@cocoweddingvenues.co.uk

Urgent enquiries - We hope no urgent issues arise, but if they do, just add "Urgent" in your subject line and reach us at help@cocoweddingvenues.co.uk. This will ensure that the issue is logged and then escalated immediately to multiple members of the team. We will acknowledge receipt as soon as we see it, and try to respond as quickly as possible with a resolution.