RETURNS AND REFUNDS UPDATED
Updated Returns Information For All Orders Placed After 8th June 2023
Hey bestie, we totally get it, you can't love everything, so of course no hard feelings. Now, lets make this returns process a super easy one for you.
Welcome to our new returns portal, a one stop place to create your return and send those bits back that just didn't tick all the boxes.
How to return or exchange your order:
- Visit our new returns portal here https://cocobooloves.com/apps/return_prime
- Begin by entering your order number and email. Select the item(s) you want to return and choose whether you would like a refund return, an exchange or credit voucher.
- Once you have completed the process on the returns portal you will be prompted to return your item. You can return the item via whichever method is more suitable to yourself. We always recommend to use a tracked service as we can not be held liable for any returns lost in transit.
We do not offer a pre-paid returns label at this time and do not cover return costs.
There is also the option to drop off the parcel at our Halifax store, if you are local to our store.. Once the parcel is returned to store you can either receive an in store credit, an in store exchange, or it will be passed on to our online team (at a separate location) to continue the return and refund process.
This policy is in relation to any purchases made via our online store and not for purchases made in our boutique.
We accept returns/exchanges of unwanted items (unworn with all tags in tact) within 28 days of the order being delivered, either to the shipping address you've provided or delivery office/collection point. In the event that you're not at the shipping address to sign for your parcel at the time it's delivered, the 28 day policy will start from that date regardless of how many days/weeks you leave it before picking it up from the delivery office/collection point. Unfortunately, we cannot be held liable for delays in collecting parcels. Items must be returned in the original condition (unworn, unwashed, unaltered) and with tags attached. We do not offer pre-paid returns.
In the event a parcel is returned back to us, due to a rejected delivery or incorrect address, or it not being picked up from a delivery/collection point, we will always contact you to proceed with the next steps and if you would like the parcel re-shipping, delivery costs will be applied.
Returns will be rejected if they are returned without all tags attached, including the 'do not remove tag'. If there are any signs of the items being worn, washed, odour, marked, we will not be able to process this return and these items will be rejected and returned back to yourself. All items must be sent back to us in the same condition they were sent.
In the interests of hygiene we do not accept returns on pierced jewellery, underwear or swimwear if the hygiene seal has been removed, unless of course they are of unsatisfactory quality or unfit for purpose. We can not accept returns when washing errors occur. We can not be held liable for washing errors and aim to include relevant washing instructions for all garments.
We reserve the right to refuse any returns if we determine that the item(s) does not qualify for a return.
PLEASE NOTE: If garments are returned back to us in a manner in which we are unable to re-sell, we can not accept the return. Please take care when trying garments on to ensure no make up/tan marks occur. Also please ensure to keep the garment in an environment that doesn't create an odour on the garment. If we deem that an item has to be washed when receiving it, this makes the item unable to be re-sold. The garment will be returned back to the customer. Thank you for understanding.
Gift Cards can not be returned
If orders are returned outside of the 28 Day Return period we reserve the right to reject the return, issue a credit note for our online store or to return the item(s) back to yourself.
Cancelling Your Order
Due to the way orders are processed and our processing times, we are unable to intercept and cancel orders that have just been placed/shipped. In this instance we would recommend that you simply reject the delivery once delivery is attempted and the order will be returned to us. This option may take a little longer to get back to us, however once the return is received we will process the order following our returns guidelines and process accordingly.
You have the right to cancel within 14 days of placing your order if you simply change your mind. We can offer a refund and request that you return the item(s) unused and with all tags intact. Please ensure all returned orders/parcels are returned following the guidelines outlined via our returns portal. We aim to process your refund within 14 days of your item(s) being received by us.
We are not obliged to process a refund until have we received the parcel/order back from you or we receive evidence (such as proof of postage) from you that you have sent the order back to us. We would always advise that you choose a secure and trackable option to return your parcel as we can not be held liable for any parcels that become missing in transit.
We reserve the right to reject any return sent beyond the 28 day return period.
If the item is rejected your order will be sent back to yourself and en email will be sent to explain the reasons why this return was rejected.
Once your return is approved (via the portal) the returns process will begin and you will be refunded via the original method of payment. REFUNDS can take up to 14 WORKING DAYS. This is dependant on banking providers terms, how long they take to process transactions, and the processing times at our end as our team works through each return individually. Working days do not include weekends and bank holidays. Rest assured we always aim to process refunds within the allocated time provided so please allow up to this time. If your original payment method was via a third party payment provider (for example Clearpay, Klarna, Paypal) the funds will show in those accounts respectively and information will be updated via those portals also.
If an item is received that you deem to be faulty, please email us at firstname.lastname@example.org as soon as you possibly can. Please provide images of the fault and any further information.
Although we do require images of the faults, no final decision of fault will be processed until the item is inspected in person by our returns team.
Customers are entitled to a full refund up to 30 days after receiving the goods if they turn out to be faulty. Any item(s) where a fault has been caused due to customers negligence, such as, but not limited to, pulls from wear or not following the care instructions, we will not be held responsible. Loose buttons or buttons falling off do not constitute a fault. A repair, where a repair is possible, will always be offered. Only manufacturing faults will be considered.
If the item is returned without tags and has been worn, we will determine the fault and offer a repair if a repair is possible on this item.
At times our system will flag up account activity in relation to excessive returns. It may notice an unusual pattern of returns activity. It may be the case that a huge amount of orders are being placed resulting in a huge amount of returns in a short period of time. If the system notices an 80% and over return rate, it may lead us to question the account use. We would always contact you before to discuss this matter prior to any account being suspended. Please be assured that this is in relation to account activity only.
We reserve the right to question any account we believe to be misused.
We reserve the right to refuse any returns if we determine that the merchandise does not qualify for a return.
Any returned orders that have been purchased using an online voucher or gift card will be refunded back on to the Voucher/Gift card. If part voucher orders are made, the voucher will always be refunded first. We cannot refund vouchers for the monetary value. Any orders placed where a voucher is used in full will always be refunded straight back to the voucher in full and the remaining amount refunded as normal as per our terms and conditions. Vouchers/Gift cards are valid for 6 months and cannot be extended beyond this date. After the expiry date they will be deactivated and can not be retrieved.
If you require any further information please do not hesitate to contact us, our customer service team work within the hours of Monday to Friday 10am to 6pm and we aim to respond to call queries within 48 hours. We are always here to help.