Returns Policy
Returns
Coco de Mer takes customer satisfaction as our top priority.
If you are not completely happy with your goods or you need to exchange something for a different size you may cancel your order at any time during the cancellation period by providing to us a notice of cancellation by emailing us at intouch@coco-de-mer.co.uk. The cancellation period commences on the date the contract for the supply of goods is concluded and ends on the expiry of period of seven working days beginning on the day after you received them. We will be happy to offer you an exchange for a different size or a different product in case you are not completely satisfied with your original purchase. In the event of cancellation, we require that you return the goods to us in perfect condition, unworn in the original packaging and any seals attached remain unbroken. We will replace the item or give you a full refund.
Please ensure that you read and follow all care instructions, as products damaged by inappropriate care cannot be refunded.
Please note that we are unable to accept knickers, sexually used items and intimate toy returns or exchanges for hygiene reasons.
HOW TO RETURN GOODS
In order to facilitate the return of your web order you must obtain a Return Merchandise Authorisation Number by emailing us at intouch@coco-de-mer.co.uk within the cancellation period. This will serve as a notice of cancellation.
This number should be included in a return package of cancelled goods on your original invoice and on the return shipping label. Please indicate clearly whether you would like an exchange or a refund. The dispatch note must be included in the package together with the reason for return entered on the dispatch note. If you require replacement please include all the necessary details, such as description, product code, size, colour.
Pack the parcel with all the relevant documents and return to: Website at Coco de Mer, 23 Monmouth Street, London, WC2H 9DD.
You must return the cancelled goods to us by secure means. We strongly recommend that you obtain a free receipt from the post office, as we do not accept responsibility for goods lost in transit.
Postage cost will only be exchanged if goods are faulty. In the event of any failure to return any goods to us, which have been validly cancelled, we shall have the right to charge any cost of recovery of the goods. We request that all the goods are returned within 14 days of the date of your cancellation. We will make refunds to you in accordance with these terms within 30 days of the date of the notice of cancellation. If you are exchanging a product please allow 2-3 days for the parcel to reach you.
The above process must be followed to ensure a refund or exchange is actioned. All returned products for refund will be credited to the original purchasers credit card including sales taxes for all EU country shipments excluding shipping charges. Refunds of international customs duties and sales taxes are excluded on shipments outside the European Community (EU).
If you have any further questions, you can contact our customer service representative on 020 7836 8882 or by simply sending us an email to intouch@coco-de-mer.co.uk.