We're bummed if you're not 100% satisfied with the items you received, and we have made the returns so easy for you!
Cocoslady will issue a full refund including tax and shipping for any damaged, defective, or mis-shipped items. If your item arrives damaged or defective, please reach out to our Customer Service team directly for assistance with processing your return.
How To Return & Refund
1. Submit a return request at Contact Us to Customer Service within 3 days of receiving your order. Please include the reason for return and photographs for verification.
2. Once we have approved your request, you will be sent a return address. Please send your item(s) using local post within 7 days from receiving the return confirm from us.
3. When we receive the returned package, the item(s) will be inspected to ensure it is in the original condition and has the issues stated in the return request.
4. Once confirmed, the refund will be credited back to the original payment method within 10-15 days (the processing time depends on your payment method and bank). Original shipping fee & return shipping fee will not be refunded.
5. Note: Please Contact Us if you want to return an item. Return without prior discussion and authorization will not be accepted.
For All Wedding & Party Dresses
Before your purchase, please note all of our Wedding & Party Dresses are made to order which means our tailor makes the dresses one by one to keep in high quality! Currently each dress needs both processing time and shipping time, if your time is urgent, please contact us to make a rush order.
At Cocoslady, you never need to worry about the fitness. All of our dresses are handmade to your specific measurements or size chart to fit you. If it is not fit, you can just make some additional alterations or adjustments at your expense to get your ideal and fit dress.
To provide additional assistance and help, we offer a limited alterations reimbursement for all dresses (including standard size dresses and custom size dresses), you just submit a picture of your receipt from the tailor via email to hello@Cocoslady.com and we'll do the rest! Way too easy? Yes, It’s so easy for you to get the reimbursements!
Please see reimbursement limits for our dresses below in USD:
Dress $59 and under - limit $20
Dress $60 - $99 - limit $35
Dress $100 - $199 - limit $50
Dress above $200 - limit $75
As our Wedding & Party Dresses are made to order, it's hard to reuse, so normally we can't accept returns.
If you have to return and there is no quality problemwith the product or you change your mind, we will take a 50% restocking fee, which will automatically be deducted from your refund. Please notice we still charge the shipping fee, plus size fee and rush fee(if there is ) under this circumstance even if your order is free shipping order.
You will be responsible for paying shipping fees back including but not limited to, the cost to ship back and any shipping materials cost. Therefore, we friendly recommend you to return all unwanted items at one time if there are 2 or more products.
The item must be shipped back within 7 days including weekends after we confirm your return. Therefore, please contact our customer service to process the return issue soon.
Note All Custom Size Dresses cannot be returned unless there is a quality problem because they are final sale. Please confirm color, style, and measurements within 24 hours after your payment.
For All Casual Dresses, Clothing, Shoes & Accessories
Cocoslady will issue a full refund of the cost of the returned product if you are not satisfied with your item(s). Contact our Customer Service to initiate the return process within 7 days upon receiving your item(s). The item must be returned in its original condition (if eligible per the return policy).
We do not offer an exchange service for any products at this time. Because all items are made-to-order, we do not have ready-made dresses or products that can be shipped in exchange for your returned items. You will need to return unwanted items (if eligible per the return policy), and then place a new order for the replacement items. We can accept the “return and reorder” once only. Please do recheck the color, size, etc for the new order and email us if you need any help.
Prior promotional pricing or discounts used when the original order was placed will not be honored for a new order.
Order Changes and Cancellations
Our order and shipping systems are designed to send orders quickly and efficiently. It is important to note that our dresses are made to order. The tailoring process begins as soon as an order has been placed.
In the event that you would like to cancel or make changes to your order, please let us know within 24 hours upon placing your order. If you would like to make any changes to your order, please contact us with your requests. Please note that corresponding fees will be charged based on the changes you request.
For cancellations, please refer to our cancellation policy below for details:
Orders canceled within 24 hours of payment confirmation will be eligible for a full refund.
Orders canceled within 24 to 72 hours of payment confirmation will be eligible for a partial refund consisting of full shipping cost and 70% of the product purchase price.
Orders canceled within 72 to 120 hours of payment confirmation will be eligible for a partial refund consisting of full shipping cost and 40-60% of the product purchase price.
Orders canceled beyond 120 hours after payment confirmation will be eligible for a partial refund consisting of full shipping cost and 30% of the product purchase price.
Once the order has been shipped, cancellation is not allowed.
Thank you for your interest in Cocoslady. We are flattered that you are considering us for your special day! If you have any further questions, please get in touch. We are happy to help!