Refund policy

US Returns
We have a 30-day return/exchange policy. Exchanges are available for 30 days and we are happy to work to find a different style for your exchange should you not love the fit of the item you ordered. To receive a refund back to your original form of payment, the return must be in the mail within 14 days of delivery. All returns submitted between 15 and 30 days will receive store credit. If your order was a local pickup, your 30 days starts on the day of pickup or 5 days after placing the order, whichever is first. Local returns must be dropped off within the 14 day window for a refund back to your original form of payment, 30 days for store credit. If you are looking to return or exchange a gifted item, please let us know at hi@cocotheshop.com.

To be eligible for a return/exchange, your item must be in the same condition that you received it, unworn or unused, with tags still attached. Final Sale items are not eligible for return or exchange. 

We use a return feature called Re:do. At the time of your order you could opt into a free exchange/return for store credit with a simple $2.18 fee. If you opted to add Re:do at checkout, a return label will be provided for you. If you didn't opt in, no biggie! You will just need to pay for the return shipping label during the return process. This label generally costs less than $10, which will be subtracted from your refund after your item has been inspected. You can also opt for store credit. Returns requested outside 30 days of delivery date will not be accepted.

To start a return, click HERE. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

If you'd like to drop off your return locally to avoid the shipping/handling fee, we offer this on Monday-Friday 9am-4pm at 7780 Corporate Blvd Unit 2101, Plain City, OH. Please start the return process at the link above and select the local drop-off option. We will not process your return until the items arrive.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right!

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
Exchanges are offered for items available in-stock and are subject to a shipping/handling fee issued by our return provider. You can opt into a free exchange by adding the Re:do coverage at checkout. The $1.98 fee at the time of the order ensures your ability to receive an exchange or return for store credit without any additional shipping charges. Once the exchange has been initiated through our returns portal, COCO The Shop will follow-up with an email invoice to finalize your exchange. Exchanged items will be shipped once the return label has been scanned In-Transit or returned during local pickup. Should your item(s) not arrive in proper return condition, you will be charged for the exchanged product.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method, minus the shipping label fee. Please remember it can take some time for your bank or credit card company to process and post the refund. If you have not noted the returned funds within 5 business days of your refund email, please let us know at hi@cocotheshop.com

EU and International Returns
Under the EU Consumer Rights Directive, you have the right to withdraw from many contracts within 14 days of receiving your order, without providing any reason.

To exercise your right of withdrawal, click here.

Please note that under Article 14(1) of Directive 2011/83/EU, customers are responsible for the cost of return shipping. A prepaid label will be provided through our withdrawal portal; the label cost will be deducted from your refund.

At checkout, you may add withdrawal coverage to your order. If you purchased withdrawal coverage, your return shipping is fully covered at no additional cost when you exercise your right of withdrawal. Please note that customers who do not purchase withdrawal coverage are responsible under Article 14(1) of Directive 2011/83/EU for the cost of return shipping. A prepaid label will be provided through our withdrawal portal; the label cost will be deducted from your refund.

We will issue your refund within fourteen (14) days of receiving notification of your cancellation, or, if later, once we have received the returned goods or you have provided proof that the goods have been shipped back to us.

This right applies to all items purchased through our store, with certain exceptions such as digital products, perishable goods, sealed personal hygiene products, and personalized items, as set forth in Article 16 of Directive 2011/83/EU.