Return and Refund Policy
At THE BLACK COCO, every piece is carefully made and prepared to meet our quality standards. As our garments are made to order, we encourage customers to carefully review the product description, size guide and measurements before placing an order.
1. Returns
We accept returns on eligible items within 14 days of delivery, provided the item meets all of the following conditions:
- The item must be unworn and unused.
- The item must be unwashed, unaltered and free from stains, makeup, perfume, odour or
damage. - The original tags must remain attached.
- The item must be returned in its original packaging and in resalable condition.
- The return request must be submitted within 2 days of delivery.
2. Refunds
THE BLACK COCO does not offer cash refunds under any circumstances.
Once an eligible returned item has been received and inspected, the customer will receive store credit equivalent to the value of the returned item. Store credit is valid for 6 months for purchase from THE BLACK COCO.
Original delivery and shipping fees are non-refundable.
3. Size Selection
Customers are responsible for selecting the correct size when placing an order. Please carefully review our size guide before completing your purchase.
We are unable to accept returns or exchanges solely because a customer selected the wrong size.
If you are unsure about your size before placing an order, please contact us for assistance.
4. Exchanges
We may offer an exchange where an eligible item is returned within the stated return period and the requested replacement is available.
Customers are responsible for all shipping costs associated with an exchange, including the cost of returning the original item to THE BLACK COCO and the cost of shipping the replacement item to the customer.
Original shipping fees are not refundable.
5. Damaged, Defective or Incorrect Items
Every garment is carefully inspected before dispatch.
If you receive an item that is defective, damaged upon arrival or different from what you ordered, please contact us within 48 hours of delivery.
Please provide:
- Your order number
- A description of the issue
- Clear photographs of the item
- Clear photographs of the packaging where applicable
If the issue is confirmed to be an error on our part, THE BLACK COCO will work with you to provide an appropriate resolution, which may include a replacement, repair or store credit depending on the circumstances.
Where an item is confirmed to have been incorrectly sent, defective or damaged upon arrival due to our error, THE BLACK COCO will cover the reasonable return shipping cost.
6. Items That Cannot Be Returned
The following items are not eligible for return or exchange:
- Items that have been worn, washed, altered or damaged after delivery
- Items without their original tags
- Items returned outside the stated return period
- Items damaged due to improper care or handling
- Items that have been altered by a third party
- Items purchased during a sale or promotional offer where the item is stated as Final Sale
- Items made or modified specifically to a customer’s personal measurements or
specifications
We do not refund original delivery or shipping fees.
If an item is returned because it is defective, damaged upon arrival or incorrectly sent by THE BLACK COCO, we will cover the reasonable return shipping cost and provide an appropriate resolution.
THE BLACK COCO is not responsible for items lost or damaged while being returned by the customer. We strongly recommend using a trackable shipping service designated by THE BLACK COCO.
Email: theblackcocoofficial@gmail.com
Please include your:
- Full name
- Order number
- Reason for the return or exchange
- Clear photographs of the item where applicable
Once your request has been reviewed and approved, we will provide you with the necessary return instructions.
Once your returned item arrives, it will be inspected to ensure that it meets the conditions outlined in this policy.
If the return is approved, the applicable store credit or exchange will be processed after the inspection.
Store credit is issued only after the returned item has been received and approved.
10. Important Notice
By placing an order with THE BLACK COCO, you acknowledge that you have read, understood and accepted this Return & Refund Policy.
THE BLACK COCO reserves the right to refuse a return or exchange that does not meet the conditions outlined in this policy.
This policy may be updated from time to time to reflect changes to our business, products or applicable requirements. The version published on our website at the time of purchase will apply to that order.