Returns Policy
Returns and exchange policy
1. If you change your mind or your garments don’t fit
Cocolatte Online does not issue refunds if you change your mind or your garments do not fit. Cocolatte Online will exchange garments for a different item or size if it is returned within a reasonable time after purchase and a proof of purchase such as receipt or bank statement is provided. Customers are only able to request an exchange for garments that are still currently available for sale online.
2. If the goods are faulty
Cocolatte Online will exchange or refund if the item is faulty and if it is returned within a reasonable time after purchase and a proof of purchase such as receipt or bank statement is provided. Cocolatte Online reserves the right to ask you to demonstrate that you did not cause or create the fault in the item. Customers are only able to request an exchange for garments that are still currently available for sale online.
Cocolatte Online does its best to ensure that all customers receive goods of merchantable quality.
However, in the situation where you believe that a garment may appear faulty, or different from the description provided on the website, please contact the Online Team immediately on 1300 88 44 23, or email enquiries@cocolatte.com.au and we will try to resolve the issue as quick as possible.
We will require the garment to be returned to Cocolatte Online to be examined, and if the garment is correctly identified as faulty, the customer will be reimbursed any postage fees that may have applied to return the garment. A receipt for the postage cost must be enclosed, and no refunds will be issued for postage without a receipt.
3. If your garments are sale items.
Sale items will only be exchanged not refunded provided you return it within 14 days from the date of purchase, unworn and in its original condition with the tag attached and with our original receipt.
Sale garments and Online only garments may only be exchanged by returning to Cocolatte Online.
Returns and exchange procedure
All Australian customers are required to enclose a prepaid postage bag if wishing to have products sent back for an exchange. A copy of the purchase invoice must be attached. Customers should clearly mark on the invoice the item they are returning and the item they wish to exchange to including description, style code and size. Customers are only able to request an exchange for garments that are still currently available for sale online. You will be notified by Cocolatte Online via email within 2-3 business days of receiving the returned goods. Please allow 10-15 business days for exchanges to be processed and delivered.
Cocolatte Online strongly suggests using a postage bag with tracking available such as Express Post or Registered Post. Cocolatte Online will not be responsible for any parcel sent by the customer that is lost in transit, which does not have a tracking number.
*All International customers are required to provide credit card details to cover the cost for the returning delivery costs.
Refunds
Refunds can take 10-15 business days to process. If you have not received your refund in your Paypal account within this time, please email enquiries@cocolatte.com.au