Returns & Refunds
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.
Our retail store and online orders differ slightly in their returns policy, so please read the appropriate section below for more information.
Retail Purchases and Personal Shopping Appointments:
We offer private shopping experiences at our Primrose Hill personal shopping suite or at our Knightsbridge boutique. Please contact vip@coco-de-mer.com to arrange an appointment.
We do not offer refunds for purchases made at our retail boutique or during a personal shopping experience, however you can exchange permitted items or receive a credit note by visiting our boutique at 24A Motcomb Street, London SW1X 9EX, within 14 days of purchase with a valid receipt.
Sale items, knickers, bodysuits, sex toys, bondage, hosiery, intimate play, vintage items, nipple covers, and intimate jewellery cannot be exchanged – any sales of these items are final.
Online:
We are pleased to offer an exchange or refund on eligible items, provided your return is registered via our returns portal within 14 days of receiving your order. All items must be returned unworn and with the original product packaging and tags intact and attached.
Once your return has been registered, you will have a further 14 days to ensure it reaches us.
Please note that your right to cancel or return a Product does not apply to certain types of Products. The following list provides a non-exhaustive list of the types of Products you cannot cancel or return:
- Sex Toys in any condition unless faulty, due to hygiene concerns
- Knickers, bodysuits or playsuits that have been tried on in direct skin contact; all of these items must be tried on over your own lingerie
- Intimate play items in any condition including our candles, lubricants, massage oils, orgasm balm and toy cleaner.
- Bondage items in any condition unless faulty due to hygiene concerns: Ball Gags, Collars, Wrist Cuffs, Ankle Cuffs, Spanking Tools, Spreader Bars, Harnesses, Blindfolds, Eye Masks, Jewellery, Nipple Pasties, Clamps and Feather Ticklers.
- Opened packs of Hosiery
- Incomplete, damaged, worn, altered and washed items.
- Gift vouchers are non-refundable and cannot be exchanged for cash.
- Products which are bespoke, have been made to measure, altered, or personalised to your specification.
- Salon tickets.
How to make a return
To begin a return or exchange, please visit our online returns portal, which you can find here.
Please have your order number and the email address used when placing your order.
Returns must be submitted through our portal and returned within the provided timeframe. Please obtain a certificate of posting from your postal service.
Returns within the UK are free of charge.
International Returns costs will vary depending on location.
Click and collect order terms & conditions
Our online returns policy applies to all Click and Collect orders.
If your order was placed using our Click & Collect service, our online returns portal will be unable to generate a return label, as we do not hold a delivery address on file.
Kindly contact us at customercare@coco-de-mer.com, quoting “Click & Collect Return” in the subject line and including your full address. Once received, we will update your order details and promptly enable the return label within the portal. You will then be able to access your order through the Portal and follow the instructions for your return.
Returning items from outside the UK?
International customers are welcome to return items, as long as they follow our returns policy detailed above. Please kindly note that any costs associated with shipping, taxes and duties will be deducted from the refunded amount.
Should you have any questions before arranging your return, our team is very happy to assist.
Refunds
Refunds will be credited back to the payment method 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.
Exchanges (only applicable to UK orders)
If you would like to exchange your item/s and you are within the UK this can be managed through our returns portal.
If you would like to make an exchange for the same item please submit your return and select “exchange for the same item”, you will then be able to choose your new size.
If you would like to exchange for a different item, submit your return once you have selected the item you would like to exchange, select “continue with return” and you will be directed to a product listing page where you can make your choice.
If you would like an item of higher value you will be prompted to make payment via the portal. Similarly if the item is of a lower value we will refund the difference via your original payment method or you can select store credit which will be valid for use for 12 months.
Exchanges within the UK will be charged a £6.00 delivery fee for the shipping of your new item/s. Please allow for standard shipping times, found on our delivery page, for exchanges.
If you have any further questions, you can contact our customer service department at customercare@coco-de-mer.com
International Exchanges
We are unable to process international order exchanges through our returns portal at this time.
If you are an international client and you wish to make an exchange, you will need to submit your return via the returns portal and opt for either store credit or a refund to your original payment method.
You will then need to place a new order through our website.
Salon booking terms & conditions
Our salons are non-refundable and non-exchangeable events.
If you are unable to attend and wish to nominate a replacement attendee please contact our customer care team at customercare@coco-de-mer.com 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 can not refund any other expenses incurred.
We reserve the right to refuse admission.