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 within 28 days of you receiving the item, unworn and with the product packaging intact, we are happy to offer an exchange or refund.
Please note our refund policy only applies to online orders, not purchases from the boutique. We do not offer refunds for purchases from our boutique, however you can exchange items or receive a credit note in store, if returned within 14 days of purchase with a valid receipt. Knickers, bodysuits, latexwear, sex toys and intimate jewellery can not be exchanged in the boutique, any sales of these items are final.
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 are some items that cannot be returned unless faulty:
- Toys, ball gags, latexwear, jewellery and condoms.
- Lingerie can not be returned if damaged or 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.
- Coco de Mer reserve the right to refuse refunds on any items we deem to have been worn or damaged.
How to return goods
- Fill in a returns form online
After you submit your form, we will give you a link to print a pre-paid returns label.
- Package your return securely
Include as much original packaging as possible – batch numbers and barcodes help us to improve our service. Please remember to clean anything that needs it.
- Post the item to us
Items don’t need to be returned to us by recorded post, but please do obtain a certificate of posting from your postal service.
Then it’s over to us. Your return will be processed and a replacement or refund for products will be arranged, always within 14 days, but normally within seven days of us receiving your returned items. Please note, we do not accept returns at our boutique. All online purchases must be returned via post.
Returning items from outside the UK?
International customers are welcome to return or exchange items, as long as they follow the recommendations listed above. Please note refunds from outside the UK will be charged for the return label.
Please contact us if you would like to return your item from outside of the UK.
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 for standard shipping times, found on our delivery page, for exchanges.
If you have any further questions, you can contact our customer service department.
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.