Our Online Returns Policy
Our products are hand selected to bring you unadulterated joy, however we understand that occasionally we fall short of our own high standards, and that returns and exchanges are sometimes necessary.
Provided that your item is returned with the product packaging and all labels intact, within 30 days of your receiving the item, we are happy to exchange or refund it .
All products are guaranteed for 365 days from the date of purchase so if there is a fault with your item, do contact us and we will rectify the situation.
Unfortunately there some items cannot be returned unless faulty:
- Knickers, thongs, and bodysuits must be tried on over your own underwear as we cannot accept returns which have been worn.
- Gift vouchers are non-refundable and cannot be exchanged for cash.
- Please follow the care instructions that come with your pieces as we will not return items which have been damaged due to improper care.
- Toys and jewellery will not be returned if they have been used.
How to return goods
Please complete the returns form. Returned goods sent without a returns form may be subject to delay and returned to sender.
Returns to Coco de Mer should be received within 30 days of receipt of your purchase. Please allow time for postage.
You must return the cancelled goods to us by secure means. We strongly recommend that you obtain a receipt from the post office, or carrier, as we cannot accept responsibility for goods lost in transit.
Please send returns along with the returns form to:
Coco de Mer
100 Locksbrook Road
Returning items from outside the UK?
International customers are welcome to return or exchange items, as long as they follow the recommendations listed above.
We do ask that you pay the return shipping costs, that it is shipped securely, and you are given a receipt for your postage, but if your product is faulty we will reimburse these costs when refunding you or once we have sent you a replacement item.
Refunds will be credited back to the card used for the order.
A confirmation email will be sent once your refund has been processed, and it may take up to a further five working days for your bank to process the payment.
Please list the details of the pieces you are exchanging on your returns form. If you would like an item of higher value then we will bill you via your original payment method. Similarly if the item is of a lower value we will refund the difference via your original payment method.
If the item you have requested as an exchange is no longer in stock you will be contacted in order to select a new item, or accept a refund. Please allow the usual shipping times, as shown above, for exchanges.
Should you have owned your item for more than 30 days we may not be able to issue you a refund or exchange, and may only be able to offer you store credit. If this is the case then please contact us prior to sending your pieces, so that we can assist you.
Salon Booking Terms & Conditions
Our salons are non-refundable events.
If you are unable to attend and wish to nominate a replacement attendee please contact us at least 48 hours before the event.
Should your Salon be cancelled we will offer you the choice of a refund or tickets for an alternative event.
We reserve the right to refuse admission.