To be eligible for an exchange or credit note, your return must meet the following conditions:

• Your return must be lodged through our Returns Portal within 7 days of delivery and must be approved with an RMA number before it is sent to Coco & Lola

• The item must be unworn, unused and in perfect original condition

• All original designer tags, brand tags, packaging and polybags must be attached or included

• The item must be free from makeup, self tan, perfume, deodorant, marks, alterations and signs of wear

• Due to hygiene reasons, jewellery cannot be returned.

• Gift cards and credit notes are not eligible for return.

If your return does not meet these conditions, it will not be accepted and may be returned to you at your own cost.

Returns can be lodged via our Returns Portal

LODGE YOUR RETURN HERE

• Customers are responsible for arranging and covering the cost of returning their item to us and are also responsible for ensuring the item is securely packaged and safely returned to Coco & Lola.
  
  
• We strongly recommend using a tracked postal or courier service and retaining your tracking information until your return has been processed.
  
  
• Coco & Lola is not responsible for return parcels that are lost, delayed or damaged in transit.
  
  
• If an item arrives damaged or is no longer in its original condition, the return may be declined and sent back to the customer at their own cost. In this situation, we recommend lodging a claim directly with the postal or courier service used to return the item.
  
  
• Original shipping fees, customs charges and import duties are not refundable.
  
  
• Where a complimentary shipping code has been applied to the original order, the shipping cost incurred by Coco & Lola may be deducted from the value of the credit voucher where applicable.

• Your return request must be lodged through our Returns Portal within 7 days of the tracking information showing that your order was delivered.
  
  
• Once your return has been approved, it must be sent to Coco & Lola within 2 business days of approval.
  
  
• If quicker processing is required for an upcoming event date, please reach out to our Customer Care team via email shop@cocoandlola.com.au to expedite your exchange.
  

• Returns lodged or sent outside these timeframes may not be accepted.
  
• All returns require prior approval and a valid Return Merchandise Authorisation, also known as an RMA. Unauthorised returns may be sent back to the original delivery address, with the return shipping cost payable by the customer.
  
  
• Please allow 3-5 days for your return to be processed from the date received by Coco & Lola.

To request an exchange, please lodge your return through our Returns Portal and then email our Customer Care team via email shop@cocoandlola.com.au to organise your exchange. 

An exchange may be requested for:

• A different size in the same style
• Another available item
  
  
• If the replacement item is of lower value, the remaining balance will be issued as a Coco & Lola credit voucher, valid for 12 months from the date of issue.
  
  
• If the replacement item is of greater value, the price difference must be paid before it can be dispatched.
  
  

We understand that the item you have purchased may be for an upcoming event. If quicker processing is required for an upcoming event date, please reach out to our Customer Care team via email shop@cocoandlola.com.au to expedite your exchange.  

• Your first exchange includes complimentary express shipping when the replacement item is sent to an address within Australia. Any additional exchanges will incur a shipping fee. All international exchanges will be at the cost of the customer. 
  

• Customers are responsible for arranging and paying for the original item to be returned to Coco & Lola.
  

• All exchanges are subject to availability.
  

• Coco & Lola do not take any responsibility for styles that may become out of stock during the exchange process. 

• If your requested exchange item is no longer available you will be issued a Coco & Lola credit voucher.

• International customers may return eligible items for an exchange or Coco & Lola Credit Voucher in accordance with our Returns Policy.

• International customers are responsible for arranging and covering the cost of return shipping.

• Complimentary exchange shipping is not available for international orders. Customers are responsible for any applicable outbound shipping costs, customs charges, duties and taxes associated with an international exchange.

• Original shipping fees, customs charges and import duties are not refundable.

• Where Coco & Lola has paid duties or taxes on behalf of the customer, these costs may be deducted from the value of the credit note where permitted.

• We strongly recommend using a tracked return service and retaining your tracking information until the return has been processed.

• If your order has been returned back to Coco & Lola as a Return Turn To Sender due to refusal package or refusal of duties and taxes, or for any other RTS reasons. You will be issued a credit note less the amount of the cost incurred. 

• Please allow 3-5 days for your return to be processed from the date received by Coco & Lola. 

• Once your return has been delivered to Coco & Lola, it will be inspected by our team to confirm that it meets the conditions of this Returns Policy.
  
  
• You will receive an email once your exchange or credit voucher has been processed.

• If your order has been returned back to Coco & Lola as a Return Turn To Sender due to refusal package, refusal of duties and taxes, or for any other RTS reasons. You will be issued a credit note less the amount of the cost incurred.  

• Processing times may be extended during launches, sales, promotional periods and other high volume periods.

• Please allow 3-5 days for your return to be processed from the date received by Coco & Lola.

If you have purchased an item on sale (not a Final Sale item) you are welcome to return this item for an exchange or credit voucher. 

If you have purchased a final sale item, this item can not be returned. 

Final Sale items may include:
• Items marked as Final Sale.
• End of Season Sale items marked as Final Sale.
• Online Warehouse Sale items.
• Samples and one off pieces.
• Items sold with disclosed faults or imperfections.

By purchasing an item marked as Final Sale, you acknowledge that the purchase is final.

This does not affect any rights you may have under the Australian Consumer Law.

• Our Pre Order styles are secured especially for you and will be dispatched as soon as they arrive.

• If you choose to cancel your pre order before dispatch, you will be eligible for a Coco & Lola credit note.

• Payment is processed at checkout, securing your piece ahead of its arrival.

• Estimated delivery timeframes are provided as a guide only and may be subject to change. Delivery timeframes are updated on the website during the pre order process. For the most up to date delivery arrival view your style online. 

• If your order includes both available and pre order items, they may be dispatched separately and additional shipping fees may apply.

Eligible items may be returned for a Coco & Lola Credit Voucher instead of an exchange.

Credit Voucher are:

• Issued via email to the email address associated with the original order. 
•  Valid for 12 months from the date of issue
•  Available to use online at cocoandlola.com.au
  
  

• Credit Voucher cannot be redeemed for cash, refunded, transferred to another customer or exchanged for another form of payment.

• Once a Credit Voucher has expired, it cannot be extended, reinstated, reissued or refunded.

• Credit Vouchers cannot be used to purchase another Gift Voucher for the purpose of extending the expiry date. Orders placed in this way may be cancelled and the original credit note reinstated.

• Customers are responsible for retaining their Credit Voucher details and using the available balance before the expiry date. Coco & Lola does not provide reminders before a Credit Voucher expires.

• Lost, stolen, damaged or deleted Credit Vouchers may not be replaced unless valid proof of purchase can be provided and the credit remains within its validity period.

• Any unused balance remaining after the expiry date will be forfeited and cannot be reinstated.

• If an item was purchased using a Coco & Lola Credit Voucher, the value of an approved return will be issued as a new Credit Voucher.

• Credit Vouchers should be treated like cash. Coco & Lola is not responsible for the loss, misuse or mishandling of Credit Vouchers. 

• Gift Vouchers are valid for 3 years from the date of purchase. 

• Gift Vouchers are not eligible for return and cannot be redeemed or exchanged for cash.

• Gift Vouchers cannot be purchased using a Coco & Lola Credit Voucher. Any order placed in this way may be cancelled and the original Credit Voucher reinstated.
  
  
• Eligible items may be returned for an exchange or Credit Voucher. 

• Gift Vouchers cannot be redeemed for cash, refunded, transferred to another customer or exchanged for another form of payment.

• Once a Gift Voucher has expired, it cannot be extended, reinstated, reissued or refunded.

• Gift Voucher cannot be used to purchase another Gift Voucher for the purpose of extending the expiry date. Orders placed in this way may be cancelled and the original Gift Voucher reinstated.

• Customers are responsible for retaining their Gift Voucher details and using the available balance before the expiry date. Coco & Lola does not provide reminders before a Gift Voucher expires.

• Lost, stolen, damaged or deleted Gift Vouchers may not be replaced unless valid proof of purchase can be provided and the credit remains within its validity period.

• Any unused balance remaining after the expiry date will be forfeited and cannot be reinstated.

• If an item was purchased using a Coco & Lola Gift Voucher, the value of an approved return will be issued as a new Credit Voucher.

• Gift Vouchers should be treated like cash. Coco & Lola is not responsible for the loss, misuse or mishandling of Gift Voucher details.

• Customers must continue making their scheduled payments to the payment provider until the original order has been paid in full.

• If returning an item and a credit voucher is selected , it will be issued separately by Coco & Lola and will not cancel or alter the payment agreement with the payment provider.

In the rare event that you receive an item different from the item you ordered, please contact our Customer Care team as soon as possible.

Please provide:

• Your order number
• A description of the issue
• Clear photographs of the item received

• Once reviewed, our team will provide return instructions and arrange an appropriate solution.

• Where Coco & Lola has sent an incorrect item, reasonable return shipping costs will be co

All items are carefully inspected prior to dispatch and each item is packed and sent by one of our lovely team members. Each item is recorded and monitored prior to dispatch so all items are sent without defect or signs of faults.

In the unlikely event that you believe you have received an item with a fault, please contact our Customer Care team within 24 hours of receiving your order, and prior to wearing the item.

Please include your order number, a description of the issue and clear photographs showing the fault so our team can assess the item and determine the most appropriate resolution.

Items that are claimed to be delivered faulty must be reported within 24 hours of receiving the item. Claims made after the 24 hour delivery period must not show signs of being worn, used, altered, washed or dry-cleaned, or after the event for which the item was purchased has passed. If a claim is made after your event and after the 24 hour period and the claim is made as a fault on delivery this item may be subject to further investigation and require further assessment to determine whether the issue was present at the time the item was received or occurred after delivery.

Where an item is assessed by our Head Office as faulty, Coco & Lola will provide an appropriate remedy in accordance with Australian Consumer Law. Depending on the nature of the issue, this may include a replacement, repair or minor alteration, professional cleaning, exchange, credit or refund where applicable.

Nothing in this policy excludes or limits any rights or remedies available to you under the Australian Consumer Law.

Every item is carefully inspected before dispatch. In the rare event that you believe an item is faulty, please contact our Customer Care team as soon as possible after discovering the issue.

Please provide:

• Your order number
• A detailed description of the issue
• Clear photographs or video showing the issue

• The item may need to be returned for an internal or external assessment before an outcome can be confirmed.

• An item may not be considered faulty where damage has resulted from normal wear and tear, accidental damage, improper care, misuse, alterations or failure to follow the garment care instructions.

• If an item is confirmed as faulty, Coco & Lola will first seek to replace the item. If a suitable replacement is not available, a Credit Voucher or refund will be provided where applicable.

• This does not affect any rights you may have under the Australian Consumer Law.

Our Customer Care team is available to assist with sizing, product information, exchanges and returns.

Email shop@cocoandlola.com.au

Customer Care is available Monday to Friday.

Please allow 1 to 3 business days for a reply