RETURNS & REFUNDS

30 Day Return & Refund Policy

Change of Mind

We believe in our products and want you to have the best possible online shopping experience, so we also offer a 30-day 100% money-back guarantee (excluding the shipping fee) if you’re not happy with our products. We will process your refund after we receive the returned products, provided they are returned within 30 days of purchase. Please see the “How to return Products” section for return instructions. For any products that are not damaged, you will need to pay the cost of the return, and we encourage you to use a trackable service as any lost returns cannot be reimbursed.

Incorrect or Faulty Products

If you have received incorrect, damaged or faulty items, please provide details (including photos) within 30 days of when you received the items. We will verify whether you are entitled to a replacement with new products and provide instructions accordingly. Please include your order confirmation number in the subject line so we can find your order easily and process your request promptly. 

Missing Items

We understand receiving your order on time and in good condition is important to you; it’s equally important to us! We do absolutely everything possible to ship and deliver your order on time and in good condition.

Please contact our Customer Experience Specialist so we can organise replacements for missing products. Please include your order confirmation number in the subject line so we can find your order easily and process your request promptly.  

Other Issues

If you encounter any other issue with or reaction to our product, please provide details, and we will respond to you.

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How to Return Products

If you need to return products in accordance with this Policy, please contact our Customer Experience Specialist to find out how to send damaged products back to our nearest warehouse. 

Please always include your order confirmation number in the subject line as well as pictures of the products you wish to return.

Shipping costs are the responsibility of the customer and are non-refundable. We recommend that you package the products appropriately and use a trackable, insured service as we cannot take responsibility for items damaged or lost in the return transit.

Sorry, we are unable to honour any promotions for orders placed outside of the promotional period as this would be unfair to the rest of our customers. We apologise for any inconvenience, and we appreciate your kind understanding!

Sorry, we are unable to assist you with any Coco & Eve purchases made out of our site. Please reach out to Amazon for more information on their return policy!

We may cover the shipping cost and provide a return label if the order is deemed damaged/faulty. Please contact our Customer Experience Specialist for assistance!

Read more about our Return Policy here.

We are sorry if we have made a mistake with your refund! Don't worry, please contact our Customer Experience Specialist for assistance!

Please note that the following may affect the amount you have been refunded:

  • Shipping cost: we only refund for the damaged/faulty products
  • Any discounts that were applied at the time of sale, which may not now be applicable

Sometimes, the parcels are returned due to an incomplete/incorrect address, unclaimed, the addressee is unknown or has moved. Don't worry, please contact our Customer Experience Specialist for assistance!

Do provide us with your order number and your correct shipping address so that we can arrange for a reshipment.

We are sorry for the issue! At this point, we are only able to issue a refund to the original point of purchase for the order. If the card account is closed, we may offer an eGift card with the same amount of credit for your next purchase. 

When a card is lost, stolen or cancelled, we can still refund that card. Your refund will be credited back to your bank as long as the card account is still open.

It usually takes between 5-10 business days for the refund to be credited to your bank account. 

Please note that the time taken for a payment services provider to provide you with your refund can vary depending upon the provider. If you do not receive your refund within 14 business days, please contact our Customer Experience Specialist for assistance!

Your refund will be processed as soon as the product you have returned received by our warehouse and it usually takes between 5-10 business days for the refunds to be credited to your bank account. 

Please note that the time taken for a payment services provider to provide you with your refund can vary depending upon the provider. If you do not receive your refund within 14 business days, please contact our Customer Experience Specialist for assistance!