FAQ – CocoCaress

Welcome to Our

FAQ

If you have any questions, don't hesitate to contact us, we are happy to help. Our experts are available 5 days a week Monday-Friday 9AM-5PM EST to answer all the questions you may have.
Send us a message at info@cococaress.com
Or
Fill out the contact form CLICK HERE

We do our best to respond to all inquiries within 24 hours. If its longer than 24 hours, send us another email.

Items purchased during our sales cannot be refunded. They can only be exchanged for another item from the collection or redeemed for store credit.
You have 30 days from the date you receive your item to submit a return or exchange request.
Please fill out our return/exchange request form available at CocoCaress Return/Exchange Form.
To be eligible for a return, your item must be in the same condition that you received it: unworn or unused, with tags, and in its original packaging preferably . You will also need the receipt or proof of purchase.
If your item is defective, damaged, or incorrect, please contact us immediately atinfo@cococaress.comwith a photo of the issue. Our customer service will assist you in resolving the problem as quickly as possible.

Returns are on us. We will cover the fees associated.
Contact our customer service team for updates on product availability. If the product is sold out, we will work with you to find a suitable solution.
Gift cards are non-returnable and cannot be exchanged.
Undergarments such as nipple stickies and push up bra's cannot be returned for money back, only for store credit. Contact us if that's the case.
Once we receive and inspect your return, we will notify you if the refund is approved. If approved, the refund will be processed to your original payment method within 14 business days. Please note that it may take additional time for your bank or credit card company to post the refund.
If your order has not yet been fulfilled, you may be able to cancel it by contacting us at sales@cococaress.com. Unfortunately, we cannot make changes to existing orders.

You will receive a tracking number via email within 24 hours after your order has been processed and dispatched from our warehouse.
No, the estimated shipping times are not guaranteed. We strive for transparency and efficiency and are working on improving our shipping speeds.
Our standard shipping times are 7-16 business days. Please allow an additional 2-3 business days for order fulfillment. Shipping times begin once your order has been fulfilled and a shipping confirmation email has been sent.
While CocoCaress is not responsible for lost or stolen packages, we are committed to ensuring a positive shopping experience. We will work with you to resolve such issues and may issue refunds when appropriate.

All orders over $29.99 enjoy free shipping within the continental United States as well as International shipping is free.
As a new brand, we are actively implementing new systems to reduce shipping times and enhance the efficiency of our order fulfillment process. We appreciate your patience and understanding as we grow and improve.
We have a order tracking page CLICK HERE

Use our size guide page CLICK HERE
We advise you to check the size guide on the product pages as well. It is as accurate as possible given measurements are made by hand. Please give a 2-3cm difference and use your past shopping experience to gauge which sizes fit best for you. If you have any questions, contact us.
To redeem the store credit you can add the voucher code in the first part of the checkout. After you have completed this, the voucher value will be deducted from the the purchase amount.

Colors may vary slightly due to lighting on images. We do our best to use photos that are as true to the color description as possible.
Contact us at sales@cococaress.com and we will source the product for you as soon as possible.

Please email info@cococaress.com for all your press inquiries.
We're thrilled that you're interested in joining CocoCaress! Please reach out to us at careers@cococaress.com, and we'll respond to your inquiry as promptly as possible.

Apply to become apart of our influencer program and help share our brand with your followers! We are currently accepting all inquiries into our partnership program. Email us atinfo@cococaress.com

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