RETURNS & EXCHANGE
How do I return something I ordered?
We want you to be completely satisfied with your online purchase and try to provide as much information as possible on all our products. If you change your mind for any reason, we’ll happily accept a return, please contact us on info@cocoandkandy.com
Sale items or items purchased during a flash sale/promotional event are only eligible for exchange.
Customers have 14 days upon receipt of their order to exercise their right to withdrawal without giving a reason therefore.
Our Returns depot is located in Bulgaria, Europe and return shipping is at customer expense. Coco and Kandy takes no responsibility for missing deliveries of a return. We encourage you to return your item(s) via registered or traceable postal services as return parcels remain the responsibility of the customer. We offer a pick up delivery service with our DHL courier, the cost of which will be deducted from the refund. If you wish to proceed this way, please contact our Customer service.
Return shipping is free for damaged or faulty items only.
We suggest all items are tried on as soon as they are received to ensure you are able to return items within the returns timeframe.
Please make sure all returned products are unwashed, and neatly folded in the original packaging including all tags and accessories. We send all our garments in a shipping box made from FSC certified cardboard which you can re-use to ship your return package.
For all returns from outside of the EU.
If you are returning from outside the EU, please clearly label your package as “RETURNED GOODS” and hand over your invoice to the courier alongside your return parcel.
If you would like another product, color or size, please place a new order.
Damages
We aim to provide you with products of the highest standard and quality. If you have received a product with a manufacturing fault, please email us, we are more than happy to assist you. Please provide your order number and a photo of the fault. Once we receive your request, we will arrange a replacement or refund for you. This way we can guide you through the returns process and help resolve the problem. Please provide our team with images of the damage, defect or fault for preliminary assessment.
If the product is confirmed to have a manufacturing fault, we will replace the product or refund the price of the product including shipping charges to your original payment method at your request. If the product is found not to have a defect or deemed out of warranty, we will ship the product back to you.
It does not constitute a defect if in our reasonable opinion, the product has become of unacceptable quality after delivery due to fair wear and tear, misuse or failure to use in accordance with care for instructions.
Refunding your money
We endeavor to process refunds daily, however, please allow up to 30 business days for your return to be processed. You will receive an email notification once our team has received your return and again when it has been processed. Upon receipt your return will undergo a quality review. Original shipping charges, unless item is faulty, will not be refunded. We reserve the right to refuse your parcel and cancel reimbursement should one of the conditions of our return policy not be fulfilled.
All denied returns will not receive a refund and will be forfeited. The cost of returning the goods is the responsibility of the customer.
Please note, item/s discounted from a promotional event or were marked on sale cannot be returned for a refund but only for exchange.
We aim to provide refunds as soon as our team has received the returned parcel. If you haven’t heard from us, then we either haven’t received or processed your return yet. If in doubt, you can always send us an email to info@cocoandkandy.com and we’ll have a look at what’s going on.
Can I exchange something for a different product?
If you’ve changed your mind and want to exchange what you bought for a different product, the exchange will be processed as a new order. Please contact our Customer service to request return. You can place your new order at any time or wait till your full refund is completed. Please bare in mind the return shipping is covered by you.
When can I expect my refund?
Please allow 2-3 working days after we have received your package for your return to be processed, and up to 30 days for your bank to transfer the refund to your account. We will send you an email as soon as your return has been processed and the refund is on its way.
How will I know when Coco and Kandy has received my return package?
As soon as we receive your return package, we will send you an email notification. Please note that this email will be sent to the email address you provided on your original order.
What if I need to cancel an order?
If your order hasn’t shipped, go to Order Lookup, enter your email and order number, click ‘Cancel Order, ‘and then click ‘Confirm order cancellation.’ Once cancelled, you’ll receive a refund confirmation email shortly!
My package is lost!
If your package has been lost in transit, please reach out to Customer Service right away.
After an order has been delivered to the correct shipping address, we cannot be held responsible for lost or stolen packages.
Is the colour shown on the website exactly the same colour of the article I order?
The colour of the product you order may vary slightly from that of the article displayed on the website. This is due to the colour reproduction capability of your monitor. The manner in which a monitor reproduces colours depends on the brand and quality of the monitor and whether it has been calibrated. It is therefore not possible to reproduce the colour of the garments exactly the same on each screen/device.