Returns & Refunds
While we do our best to ensure that you have an amazing experience with Cocco, we understand sometimes things don't quite work out. We are 100% committed to ensuring your satisfaction with your order.
Our returns policy is 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. You must also contact us first at support@coccobag.com
*Please don't attempt to return anything without contacting us first.
Once your returns request has been reviewed, one of our team will confirm the necessary return instructions.
When it comes to refunds, you have two options:
- Cash Refund: We offer 100% cash refunds for any/all item(s) in your order. Your refund will be processed to whatever payment method you used when placing your order.
- Store Credit: We offer store credit equivalent to any and all item(s) in your order.
RETURN SHIPPING
*Please contact us first at support@coccobag.com in order to arrange your return.
Please note, as we offer free shipping on all outbound packages, we are not able to offer free returns as well. You will be responsible for any and all return shipping costs.
If the item is damaged, proof of damage must be sent to us first at support@coccobag.com. One of our team will review before approving the exchange. Replacement will be sent free of charge.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
When shipping your item back to us, you should consider using a trackable shipping service or purchasing shipping insurance. Please provide us with the tracking details. Without this we cannot guarantee that we will receive your returned item.
WRONG / DEFECTIVE ITEM
If for some reason the wrong item is received, we will send the correct item free of charge.
ADDRESS ISSUES OR MISSING DELIVERIES
We are not responsible if a package is undeliverable because of missing, incomplete, or incorrect destination information. We do our best to avoid errors by verifying the shipping information with every customer in the order confirmation.
We are also not responsible for items that show delivered but have not been received. If your parcel shows delivered in tracking and we can verify the correct address was used when ordering, please contact us at support@coccobag.com and we will provide details of your local carrier so you can contact them to lodge a complaint.
In this instance, for lost orders, we can assist with a replacement if the carrier does not first accept responsibility.
UNEXPECTED DELAYS
In some instances delivery may take longer than the standard shipping times stated above. External factors might cause shipping delays such as international customs processing and holidays that we cannot control. Please contact us if your package is taking too long to arrive and we will work with you to resolve any situation.
Due to factors that commonly affect international shipments, such as weather delays, global pandemics, holidays and customs inspections, we are unable to guarantee shipping times or refunds on delays outside of our control.