Returns & Exchanges

 

Cocorose London offer a full return and exchange policy. We recommend trying all shoes on a carpeted surface to avoid any potential soiling or damage to the original shoes.

 All items sent back to us for an exchange or refund should be in their original condition, in their original packaging and be accompanied with the paperwork that came with the delivery of your goods. We cannot process your exchange or refund if your name and order number are not included with your parcel.

Please note that items purchased online may not be returned to our stockists.
For hygiene reasons, we cannot accept exchange or return of earrings.

  


                                                                                                Exchanges                                                                                                

We’re pleased to offer an exchange of any size or style, depending on stock availability. Please email us at studio@cocoroselondon.com detailing your exchange request along with your name and order number so we can reserve a pair for you.

Items to be exchanged will only be dispatched after the original item(s) have been received and undergone a full quality control check. We aim to dispatch the new items within 3 working days of receiving the original items for exchange.

 

                         IF YOU'RE IN THE UK:                         

Shipping is complimentary on all exchanges within the UK, simply follow the instructions on the returns slip enclosed with your order.  Once we’ve received your return we will process your exchange request within 7 days

 

                    IF YOU'RE OUTSIDE THE UK:                    

Unfortunately we cannot offer complimentary return shipping if you are located outside the UK however, we will dispatch your exchanged items back to you at our cost. Please email studio@cocoroselondon.com for more information on exchanging an international order.

 

 

                                                                                                   Returns                                                                                                   

 If you are not happy with your item for any reason or have simply changed your mind, you may return it within 14 days from receiving your order. 

 Before returning any items, please email us at studio@cocoroselondon.com so we know to expect your return and can streamline the refund process. 
Please ensure your name and order number are stated on your email. 

Once received, returned items will undergo a full quality control check. Refunds will be issued within 10 days of receiving returned goods. If you have paid via PayPal, it can take up to 3-5 working days for the refund to reach you, once we have processed it from our end.

 

IF YOU'RE IN THE UK:

Items purchased online may not be returned to our stockists. The cost of returning your item(s) to us is your responsibility however we have teamed up with a few providers below to make this as pain free and economic as possible. Please choose your preferred method of returning your item(s) below.

 

Royal Mail (£3.50)

You are welcome to use the hassle-free shipping label enclosed with your order, simply follow the instructions on the Returns Slip. Please note the cost of just £3.50 will be deducted from your refund for this service.  

The provided Royal Mail shipping label only covers 2 pairs of shoes. If you wish to return 3 or more pairs please contact us at studio@cocoroselondon.com

 

DPD drop-off (£5.80)

We have partnered up with our preferred courier DPD to allow our customers to drop their return parcel at any of the 2,500 DPD shops available.
Please fill in your name, ph number, address, and Cocorose London order number (found on your confirmation email) through the portal link below to purchase your unique label.
Print off the label, attach it to your parcel and take this to your nearest DPD shop.

Click here to purchase your DPD returns label. Find your nearest store here

 

CollectPlus (£5.99 - £9.99) 

If you prefer to take advantage of the convenient CollectPlus service and the many drop off stores they have available, please follow the instructions via the link below to purchase your unique label.
Print off the label, attach it to your parcel and take this to your nearest CollectPlus store.

We recommend choosing the option which covers the correct value of your returns as you are under a duty to take reasonable care of the shipment and will be liable for loss or damage until safely received by Cocorose London.

Click here to purchase your CollectPlus returns label. Find your nearest store here

 

IF YOU'RE OUTSIDE THE UK:

Items purchased online may not be returned to our stockists. The cost of returning your item(s) to us is your responsibility and we recommend insuring your return shipment as you are under a duty to take reasonable care of the shipment and will be liable for loss or damage to it until safely received by Cocorose London. In case of dispute, we also recommend retaining proof of sending.

If you a returning an order from outside the EU please ensure the package is clearly marked with 'BRITISH RETURNED GOODS’.

Please post your return parcel to the following address:

 

Cocorose London

The Chocolate Factory 2

Studio 2:6

4 Coburg Road

London N22 6UJ

United Kingdom

Tel. +44 (0)208 829 8919

 

Please note we are unable to refund custom taxes or duties incurred outside of the UK.

 

 

                                                      Faulty Goods or Goods That Are Different to Those Ordered                                                      

If your item(s) are faulty or are different to those ordered, we will provide a full replacement, exchange or refund if the item(s) have not been used, proof of purchase is provided and the item(s) are returned to us within 14 days of receiving your order.

Before returning any items, please email us at studio@cocoroselondon.com, detailing the fault so we can arrange a replacement or refund as quickly as possible.
Please ensure your name and order number are stated on your email.

In the case of a replacement, we will issue your new pair(s) within 3 working days of receiving the returned item(s). If we do not have any stock available for a replacement, we may offer you an alternative style or a full refund. We will issue your refund within 10 days of agreeing to a refund and receiving the returned item(s).

 

We shall be under no liability in respect of any defect of the goods arising from fair wear and tear, wilful damage, negligence, abnormal usage conditions, failure to follow our instructions, misuse, alteration or repair of the ordered goods without our approval.

If the returned item(s) are not faulty or incorrect, we will process a refund minus any return shipping charges incurred by Cocorose London.

       
Colours

We have made every effort to display as accurately as possible the colours of our products that appear on www.cocoroselondon.com. However, as computer monitors vary, we cannot guarantee that your monitor's display of any colour will be completely accurate.

  

This policy does not affect your UK Statutory Rights.