NOTE: 

For items purchased during our Sales, CocoCaress does not offer the possibility for a refund. These items can only be exchanged for an other item from the collection or can be redeemed for store credit.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Please fill out our return / exchange request form: 

https://cococaress.com/pages/request-a-return-exchange

Free Returns for customers within the United States.

Customer pays $4.99 flat rate return shipping label on orders outside of the US.

Return conditions

All items must be returned to us in an unworn and unwashed condition suitable for resale with the tags still attached to the item.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused (applies to undergarments, nipple stickies, bras), with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, please fill out the request a return / exchange form. Please note that returns will be handled by our customer service team with instructions provided to the customer as well as prompt updates.

- What are the return costs? 

Returns are on your own cost depending on the courier and the country you return your package from.

We provide complimentary return shipping when you choose to receive a credit in the form of an eGift card. However, if you prefer a refund to your original method of payment, a return postage fee of $10 (plus applicable taxes) will be deducted from your refund. Shipping costs are non-refundable.

- How long does it take to exchange a product?

If you indicate that you would like to exchange a product when you register your return, we will immediately get to work on this. This way we can ensure that your exchange is completed within a few days.

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Take photos if possible.

- What should I do if a product is delivered faulty or damaged?

Unfortunately, it sometimes happens that a product is damaged during shipment or production. We are of course happy to resolve this with you. Please send a message to info@cococaress.com with a picture of the complaint. Our customer service will work with you as quickly as possible to find a solution.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on  gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Make sure to fill out our form as well, otherwise delays may occur in the process.

- What can I do if my exchange product is no longer available?

Ask our customer service team about the possibilities. We will give you an update on when we expect to be able to deliver the product. If you have already created your return and the product is sold out, we will contact you and work with you to find a solution.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

As we strive for the happiness of our customers, we extend this period to 30 days.

Refunds
We offer a very friendly customer return policy, no questions asked. We just ask you submit the form and we will credit you back or give you store credit. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 14 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at contact@cococaress.com.

Shipping costs are not refundable. 

Order Cancellation & Modification

If your order has not yet been fulfilled, we may be able to cancel it. Contact us at sales@cococaress.com and we'll do our best to help. Unfortunately, we cannot make changes to existing orders. 

 

Gift Cards

All gift cards purchased online  are final sale. Gift cards may not be redeemed for cash or refunded unless required by law. All purchases made using a gift card will be refunded back in this same manner.

eGift Cards are valid for use on our website only and cannot be redeemed in-stores.