During these very challenging coronavirus times, we have extended our Returns policy to 30 days.

For our UK customers, we're working hard on increasing our returns methods and we'll keep you updated on this for sure. As always, should you have any queries, please do not hesitate to contact us. 

 THANK YOU x 

We offer a full return and exchange policy. Please read on to find out what you need to do in order to request an exchange or return...

  1. We recommend trying all shoes on a carpeted surface to avoid any potential soiling or damage to the original shoes.
  2.  All items sent back to us should be in their original condition and in their original packaging.
  3. Make sure you complete the Exchanges/Returns paperwork that accompanied your order and don't forget to include this in the parcel. We cannot process your exchange or refund if your name and order number are not included!
  4. Please email us at studio@cocoroselondon.com, along with your order number, and detail your exchange request (so we can reserve the new items for you) or returns request (so we know to expect your returns).
  5. Items purchased online may not be returned to stockists.
  6. 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.

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 2 working days of receiving the original items for exchange. 

IF YOU'RE IN THE UK:                         

Shipping is complimentary on all exchanges within the UK. Please click here to download a free Royal Mail shipping label. Once we’ve received your original item, we will process your exchange request within 2 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 or see below for our international returns process.

 

RETURNS (Still operating as normal during any Covid-19 disruption

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. 

The cost of returning your items 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 us. In case of dispute, we also recommend retaining proof of sending.

Once received, returned items will undergo a full quality control check. Refunds will be issued within 9 working days of receiving returned goods. Please note refunds can take up to 3-5 working days for the refund to reach you, once we have processed it from our side.

If you received a free promotional item with your purchase, this should also be returned to ensure you receive a full refund.

 

IF YOU'RE IN THE UK:

We've teamed up with a few providers (see below) to make returning your items as hassle free and economical as possible. Please choose your preferred method below.

Please also note that we will refund your standard, initial delivery charge. If you paid for an expedited or special delivery, only the standard shipping price will be refunded.

Royal Mail (£3.50)

You are welcome to download our easy-to-use Royal Mail shipping label by clicking here. Please note the cost of just £3.50 will be deducted from your refund for this service.   

DPD drop-off (£5.80)
We have partnered up with 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, telephone 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 

IF YOU'RE IN THE EU:

Please post your return parcel to the following address: 

Cocorose London, The Chocolate Factory 2, 4 Coburg Road, London N22 6UJ, United Kingdom

Please note initial delivery charges outside of the UK will not be refunded.

 

IF YOU'RE IN THE USA:

We now have a local postal address in Miami so you will only need to cover domestic shipping costs.  

Please ensure the package includes all paperwork and is clearly marked outside with your ORDER NUMBER and email us with the style/SKU you are returning. 

Please post your return parcel to the following address:  

Cocorose London, AEB-2303-2017, 8356 NW 68th Street, MIAMI, FLORIDA, 33166

Please note we are unable to refund custom taxes or duties incurred outside of the UK. Initial delivery charges to the US will not be refunded.

 

REST OF THE WORLD:

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, 4 Coburg Road, London N22 6UJ, United Kingdom

Please note we are unable to refund custom taxes or duties incurred outside of the UK. Initial delivery charges outside of the UK will not be refunded.

 

FAULTY ITEMS OR ITEMS THAT ARE DIFFERENT TO THOSE ORDERED

If your items are faulty or are different to those ordered, firstly, may we apologise. We will provide a full replacement, exchange or refund of the items as long as they have not been used, proof of purchase is provided and the items 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 items within 2 working days of receiving the returned, original items. If we do not have any stock available for a replacement, we may offer you an alternative style or a full refund. Should a full refund be requested, we would ask that you kindly post them items back to us (at our cost) and we will then issue your refund once the items have been received.

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, 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 us.

       
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. However, if you are not happy, we will of course accept the return.  

This policy does not affect your UK Statutory Rights.