We want you to be entirely happy with your order. However if you wish to return an item please email us first at firstname.lastname@example.org.
We ask that you wait for authorization (& read our policy below) before returning any items.
ITEMS MUST BE RETURNED BACK TO US WITHIN 14 DAYS OF RECEIPT.
Please do not make unauthorized returns. If you proceed to make a return without first getting the approval from us, your return will not be processed. We would return the parcel back to you but only if additional postage is paid first. This also applies to any parcels returned back to us from unsuccessful delivery, we will expect you to contact us to arrange further postage and we can resend the parcel to you.
APPROVED RETURNS: We allow a further 14 days to send the parcel back to us. Approvals are automatically cancelled should you fail to send the parcel within 14 days following your approval. Should this happen we will expect you to contact us to arrange further postage and we can resend the parcel to you.
Items must be in original condition and must not have been worn, altered or washed. All tags must remain in place (if any are missing we will not accept the return).
Our goods are quality checked to a high standard before leaving our warehouse each item is inspected carefully by our team before packing and again during packing. In the rare case you should discover a fault we ask this is reported to us within 14 days of receipt. We will ask for photographs to support any fault claim and offer repairs, exchange or refund where appropriate.
Are there any items which cannot be returned?
We will not accept returns on any items which do not have the original ticketing/ribbon attached. Or items which appear to have been worn/used.
Items which have been altered or washed cannot be returned and would be sent back to you following additional postage charge.
Pierced jewelry, hair accessories, bodysuits and swimwear cannot be returned due to hygiene reasons.
Sale items cannot be returned, all sale items are non refundable or exchangeable.
If you return a 'non returnable' item to us without our approval we are unable to process this for neither a refund or store credit. We would be happy to return the item to you however additional postage costs would be required, we would require you to contact us to arrange this via our email customer services email@example.com.
Items which are outside of our 14 day return policy are non returnable.
How much does it cost to return an item?
Sorry we do not offer free returns. You would need to use your own method to send the order back to us.
In the rare instance that you receive the wrong item or faulted item we would incur the cost of the return.
We do not refund initial delivery charges.
If you are making an international return please be aware we will NOT pay any customs charges on returning items. It is the customers responsibility to ensure all customs charges are paid for before returning. Returns requiring customs charges on our end in Spain will not be accepted and remain with the postal service, the parcel will automatically be returned to you (the sender) within 21 days.
We offer a flexible returns policy to make your online shopping experience even easier. We also monitor the number of returns made by customers and continued/excessive returns will be flagged and may, at our discretion, lead to the closure of your COCOMELY account or future orders being refused.
If this applies to your account, we will be in touch.
Can I cancel my order?
Unfortunately we are not able to cancel orders unless we receive notification via email to firstname.lastname@example.org. We allow 2 hours for orders to be cancelled, after this time we would not accept any cancellations and your order would be shipped.
How long do I have to return an item?
You must return your unworn items to COCOMELY HQ within 14 days of delivery.
We reserve the right not to refund you if you return items to us outside the terms of our Returns Policy.
Where is my refund?
We try our very best to process your return ASAP, but on busy periods it may take up to fourteen working days for your return to be processed once your parcel has been received into our warehouse. Once everything has been processed, we will send you an email containing all of the details of your refund. Please be aware that it can take your bank a further 2-10 days for the funds to appear back in your bank account depending on the card issuer. If you have any questions about your refund, just let our team know by sending us an email at email@example.com.
Sending your return:
- Enclose the item(s) inside its original packaging.
- International returns, please find our address details within your approval email.
- Please note items received outside of the specified returns period or which have not been pre approved will not be accepted.
COCOMELY is not liable for the loss of garments in return transit. We recommend using a traceable delivery method and taking note of your tracking number.
Once the items have been received they will undergo a quality review. Once cleared, you will either receive a refund or Store Credit of the purchase price (excluding original shipping cost) directly to the original method of payment used for purchase. We endeavor to process refunds as soon as they are received but please allow 5 working days for returns to be processed. You will receive email notification of the status of your refund or exchange once processed.
We do not refund initial shipping charges for items returned, other than for faulty items. Your own return postage costs are not refundable.
Should you have any queries not covered within our policy please contact us at firstname.lastname@example.org
Please note: COCOMELY is not responsible for any shipments that are lost or stolen while in transit.