COCOHANEE will provide an exchange or credit note on full priced items only where: -the goods are in saleable condition, with all tags still intact; -the goods have not been worn, damaged or washed; -the goods are returned within 10 working days of receiving the item (overseas customers must provide a tracking to show it has been sent out in this time frame); and the original invoice as proof of purchase is provided. Alternatively we will provide you with a refund at our discretion for items that: are faulty (unless caused by you); -have been wrongly described; -are different to the goods that you ordered; If a refund is approved, the refund will be applied to the original card of purchase. We do not refund original shipping charges.
Please note sale items are final sale and cannot be returned for a refund or exchange unless deemed faulty, however if you email us and the item you have purchased in stock we are happy to exchange it for you.
PROCESS OF RETURNING AN ITEM
Please send an email to firstname.lastname@example.org listing your Name, Invoice Number, and the reference of the item(s) you would like to return.
Please specify the reason (size or colour exchange), or send a photo if there is a defect. Our customer care will handle your claim within 2-3 working days.
When your claim is accepted, you will receive a confirmation email, and return the item to our address, along with all information stated above. We will refund your money after the item is received. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us (typically 3-5 business days).
Items can only be exchanged for a different size or colour in the same style. All exchanges are subject to availability. Please note sale items are final sale and cannot be returned for a refund or exchange unless deemed faulty. Faulty Sale items returned for exchange, will only be accepted if; -the goods are in saleable condition, with all tags still intact; -the goods have not been worn, damaged or washed; -the goods are returned within 10 working days of purchase date; and -the original invoice as proof of purchase is provided.
Return shipping must be prepaid and traceable method to ensure safe and documented delivery. COCOHANEE takes no responsibility for missing incoming deliveries. Return shipping charges are not refundable. COCOHANEE will reimburse any reasonable document shipping charges for return of goods that have been deemed faulty.
Prices are stated in IDR. Price and availability of these products sold on this site are subject to change without notice.
Full payment is required before shipping; it is only effective when the funds are received net of charges in COCOHANEE’s bank account. You can pay your order via Bank Transfer, Credit Card, or OVO.
Orders are prepared from readily available stock; they are sent out within 1-2 day upon reception of the full payment into COCOHANEE's account. The shipping information (AWB) will be send to you by COCOHANEE, so you can track your order. Following credit authorisation and verification, you will receive your order within 3-4 business days. This is an estimate. This does not include weekends or holidays.
Use the shipping information, Airway Bill with the Tracking number sent to you by our admin to track the status of your shipment.
CONDITION OF RECEPTION
Products are guaranteed original and genuine. The invoice is the certificate of guarantee. Courier is responsible of delivering goods in the same quantity and state as per their pick-up. Upon reception, you are responsible of checking your parcel, and the integrity of the Cocohanee seal; any discrepancy such as damage or loss, should be escalated, and claimed directly to the courier. Any events, whatever they are, which evade Cocohanee’s willpower (force majeure, strike, administrative decision, shipping problem, etc.) and which may affect the execution of the delivery, cannot be used against Cocohanee as a matter of cancellation of the order, neither can give you the right to claim for damage and interests.
Once an order has been processed, we cannot make any changes or cancel your order. In the event of unavailable stock situation, we will liaise with you by email to propose an agreeable alternative.
Personal data are mainly processed using automated tools and exclusively for the purposes indicated and the time strictly necessary for achieving the purposes for which they were collected.
Customer email addresses can be used for sending newsletters and updates with valuable information.