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Terms & Conditions

It is a term and condition of a reader accessing and reading the Coco de Mer website (“Coco de Mer”), which is the trading name for one of the electronic products created by Coco de Mer Ltd, that Coco de Mer Ltd provides the material published on Coco de Mer on the basis that it disclaims all warranties in respect of the same whether express or implied. Your statutory rights as a consumer are not affected.

1. AGE OF CONSENT

1.1 By placing an order at Coco de Mer, you declare that you are of the appropriate legal age to purchase the items. If we discover that you are not legally entitled to order certain goods, we will not be obliged to complete the order.

2. CONTRACT FORMATION

2.1 All orders made by you through the Coco de Mer website are subject to acceptance and availability. We may choose not to accept your order for any reason.

2.2 Prices of products are correct at the time of entering information, however, we reserve the right to change prices without prior notice.

2.3 For the avoidance of doubt, no contract will exist between you and Coco de Mer Ltd for the sale by Coco de Mer Ltd to you of any product unless and until Coco de Mer Ltd sends you an e-mail confirming that it has dispatched your product.

3. ONLINE RETURNS POLICY

Update: Due to the current Covid-19 situation, returns and refunds may be delayed. For further advice please contact customercare@coco-de-mer.com

3.1 This policy applies only to any order placed through our website (www.coco-de-mer.com). Any purchase made in our boutique has a separate policy detailed below.

3.2 Any return request form must be received, correct and fully completed, by our customer care team within 14 days of you receiving your Order. 

3.3 Please return your parcel as soon as you receive your returns authorisation from our customer care team. Orders must be sent back to us within 14 days of you receiving your returns authorisation number. Any orders sent outside this time will be returned to the sender.

3.4 Any unauthorised order returned to us will be returned to the sender. 

3.5 Products must be unused and in their original packaging with garment tags and any other seals still attached and intact when they are returned to us. We reserve the right to consider the condition of any Product that you wish to return and make any deductions if there are indications that the Product, its tags or seals have been used, removed, broken or tampered with.

3.6 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 due to hygiene concerns, unless faulty
  • Latexwear, if the hygiene seal has been broken
  • 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 including candles, lubricants, massage oils, condoms and toy cleaner which have been opened, tested or partially used
  • Bondage items in any condition unless faulty due to hygiene concerns: Ball Gags, Collars, Wrist Cuffs, Ankle Cuffs, Blindfolds, Eye Masks, Pinwheels, Jewellery, Nipple Pasties, Clamps and Feather Ticklers.
  • Opened packs of Hosiery
  • Face masks
  • 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.

Please note that clauses 3.5 and 3.6 do not apply to faulty or incorrectly supplied products where your statutory rights are unaffected.

Process for returning a UK Order by post

  1. Contact our customer care team at customercare@coco-de-mer.com to request a returns form 
  2. Receive our returns form, fill this out and send back to customer care completed and correct within 14 days of receiving your order
  3. Receive a returns authorisation number and a link to create your free returns label
  4. Package your return securely and include as much original packaging as possible.
  5. Post the item to us and please obtain a certificate of posting from your postal service.

3.5 Your return will be processed and a replacement or refund for products will be arranged, always within 14 days. 

3.6 We do not accept online returns at our boutique. All online purchases must be returned via post

Process for returning an International Order by post

3.7 International customers are welcome to return or exchange items, as long as they follow our returns policy detailed above. International customers should contact our customer care at customercare@coco-de-mer.com for more information on how to return their order.

3.8 International customers are responsible for all postage, customs and duties costs involved in returning an order to us.

Please note that clause 3.8 does not apply to faulty or incorrectly supplied products where your statutory rights are unaffected.

 

4. ONLINE REFUND POLICY

4.1 Refunds will be credited back to the payment method used for the order.

4.2 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.

5. ONLINE EXCHANGE POLICY

5.1 Please list the details of the pieces you are exchanging on your returns form. 

5.2 If you would like to exchange for an item of higher value then we will bill you via your original payment method. 

5.3 If you would like to exchange for an item of lower value we will refund the difference via your original payment method.

5.4 If the item you have requested as an exchange is no longer in stock upon receipt of your returned goods you will be contacted in order to select a new item, or accept a refund. 

5.5 Please allow for standard shipping times, found on our delivery page, for exchanges.

6. REPEATED RETURNS

6.1 We monitor the number of returns made by customers, and repeated returns will be flagged and may, at our discretion, lead to the closure of your Coco de Mer account.

7. BOUTIQUE RETURNS POLICY

Update: Due to the current Covid-19 situation, our changing rooms are closed in our boutique. As a result of this, our online returns policy applies to lingerie purchased in our boutique from the 15th of June 2020. All other items maintain our standard boutique returns policy. 

7.1 We do not offer refunds for purchases from our boutique, however you can exchange permitted items or receive a credit note in store, if returned within 14 days of purchase with a valid receipt.

7.2 Sale items, knickers, bodysuits, latexwear, sex toys and intimate jewellery cannot be exchanged in the boutique, any sales of these items are final.

8. SALON BOOKING TERMS & CONDITIONS

8.1 Our salons are non-refundable events.

8.2 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.

8.3 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.

8.4 We reserve the right to refuse admission.

9. CLICK AND COLLECT ORDER TERMS & CONDITIONS

9.1 Our online returns policies apply to all Click and Collect orders. 

9.2 Click and Collect order returns cannot be processed through our boutique.

10. SALE

10.1 During sale periods, sale items are available online and in our boutique. Discounts are applicable on selected lines and only while stocks last.

10.2 Coco de Mer reserves the right to withdraw or alter the details of this offer at any time. Due to the nature of Sale, prices are subject to change as the sale continues and as stock becomes more limited.

10.3 We are unfortunately unable to offer to refund the price difference should you have ordered before the prices were reduced further.

10.4 Purchases of Sale items made in our boutique are final