Refund and Returns Policy

At Cocoleas Store, we strive to ensure your complete satisfaction. If you encounter any issues with your order, please contact us at [email protected] for assistance. If your item meets one of the following conditions, reach out to us as soon as you receive it.

We will issue a refund or reprint your order at no cost if:

  • The product is defective or flawed.
  • There is a design error, such as the wrong design compared to what was displayed on our site.
  • The product received does not match your order (incorrect type, size, etc.).

What Should You Do?

For any refund request, please report the issue within 14 days of receiving your item. Send the following information to our support email: [email protected]:

  • Your order/invoice ID
  • If you received the wrong or damaged item, please include a picture of the product.

Once we review the request, we will process it within 1-3 business days. If approved, the refund will be issued and should arrive in your account within 2-3 business days.

Returns

If you receive a defective or incorrect item, there is no need to return it to us. We will promptly approve your refund request, and the funds should be returned within 2-3 business days.

Please Note:
We do not process refunds, reprints, or returns in the following cases:

  • Your order did not arrive due to factors within your control (e.g., providing the wrong shipping address, not being available to receive delivery, or not picking up packages as requested).
  • Your order did not arrive due to exceptional circumstances outside of Cocoleas Store’s control (e.g., customs clearance issues, delays caused by natural disasters, or orders marked as “delivered” in the tracking system but lost after delivery).
  • The item matches the description provided on the site.

Cancellations

Customers may request a cancellation within 24 hours of placing an order. Please note that a management, processing, and transaction fee of 10% of the total order value will be applied for cancellations.

After 24 hours, the item will move into production, and we will not be able to cancel the order.

Refund Timeframes

  • PayPal Accounts: Refunds are processed within 48 hours.
  • Credit Card Accounts: Refunds take 10-14 business days, depending on your card issuer.

Exchanges

  • In-Stock Items: Exchanges are processed within 1-3 business days.
  • Out-of-Stock Items: Exchanges take 5-7 business days.

Compensation (Points or Coupons)
Processed within 1-2 business days.

Repairs
Processed within 7-14 business days.

Exchanges Policy

We do not offer exchanges for size unless we sent the wrong size. For other issues, such as printing problems, we will handle them for you. Please contact us before returning any purchase, and we will provide the necessary steps.

Late or Missing Refunds

If you haven’t received your refund yet, please follow these steps:

  1. Check your bank account again.
  2. Contact your credit card company, as it may take some time for the refund to post.
  3. Contact your bank, as processing times can delay refunds.

If you have completed all of these steps and still have not received your refund, contact us at [email protected].