RETURN & REFUNDS POLICY
RETURNING ONLINE ORDERS:
Coco Boo Loves accepts returns and exchanges of unwanted items 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.
Please post securely as we can not be held liable for returns that go missing in transit :)
Returned orders are your responsibility until they reach us. Please ensure that they are packed up properly and can't get damaged on the way. We always recommend using a signed for service. This way you will receive a tracking number and proof of delivery once the parcel has been signed for by us 💓
Please send all unwanted orders back to our Coco HQ:
COCOBOOLOVES.COM, FLOOR 1, 14A HORTON STREET, HALIFAX, HX1 1PU
Please don't forget to include your returns form (filled in accordingly) with the parcel. If the returns form and/or order details are not included this will delay the returns process and we cannot guarantee that we will be able to process the return within the allocated time mentioned.
ONCE WE HAVE RECEIVED YOUR PACKAGE, YOUR REFUND/EXCHANGE WILL BE PROCESSED WITHIN 14 WORKING DAYS OF RECEIPT. You will receive a confirmation email detailing the refunds process.
REFUNDS can take up to 14 WORKING DAYS from the day the confirmation email is sent. 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. We say working days as the bank and HQ works within working days only and not weekends/bank holidays. Rest assured we always aim to process refunds within the allocated time provided so please allow up to this time.
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 merchandise does not qualify for a return.
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.
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 does not constitute a fault. A repair where a repair is possible will also always be offered. Only manufacturing faults will be considered.
If the item is returned without tags we will offer a repair on this item.
If an item is deemed to be faulty upon it being delivered we will require photographs immediately upon delivery of the faulty item showing the fault. These images can be sent to our email address email@example.com and one of our team will respond within 48 hours. 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.
Please contact us via email firstname.lastname@example.org to make us aware of this issue prior to return. We will contact you in writing to confirm the next actionable steps within 2 working days.
PLEASE NOTE: If garments are returned back to us in a manner in which we are not able to re-sell we can not accept this 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 an item has to be washed when receiving it this makes the item unable to be re-sold. Due to this reason the garment, will be returned back to the customer. Thank you for understanding.
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.
RETURNS IN STORE
Online orders can be returned in store, however the order will be passed to our online returns team and your refund will be processed in the same manner/timeframe as above. Online Refunds will not be processed in store. Online exchanges can however be made in store. For more information on this feel free to give us a shout via email or phone.
Exchanges are super easy. Just request what you would like on your returns form and as soon as our girls receive it they will be in touch. We will aim to get this exchanged for you as soon as possible so please allow 2/3 days before this is processed.
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 orders are returned after the 28 day allocated return time, it will be at the discretion of the returns team to accept this return. If this return is accepted the refund will be offered by way of exchange or store credit. The credit will be valid for 1 year from the date it is issued and will expire after that time. Once this has expired unfortunately this can not then be redeemed.