RETURNS & EXCHANGE

Q: What is Coco & Lola’s returns policy during a Coco Sale Event? 

A: Any  FULL PRICED item purchased ONLINE during a Coco Sale Event (this includes a flash sale e.g 20% off) are eligible for a full refund / exchange / credit note for a change of mind purchase and must meet our full returns policy below. 

Any  SALE items purchased during the Coco Shopping Event (with the additional 20% off discount) are FINAL SALE. These items are unable to be returned for a refund. We are able to offer an exchange or credit if the item is deemed faulty. However they must meet our full return policy below.   


Q: What is Coco & Lola’s returns policy? 

A: Due to the current COVID-19 pandemic we appreciate the majority of our customers will be ordering online and are unable to try on garments in-store. 

To support our customers during this time we will be providing full refunds for any ONLINE ONLY purchases where customers have had a change of mind, made a wrong decision or purchased an incorrect size.

 Please note that  returns for exchange / credit & refundmust meet the following requirements:

- Full price items only. 
- Garment/s will need to be sent back to us within 10 days of delivery.
- Garments should be returned new, unused and with all designer tags still attached.

 Returned items that have been worn, washed, damaged or altered from their original state (i.e. tags removed) will not be accepted, and will be returned to the customer.

- Due to health and hygiene reasons, earrings are unable to be returned.
- All exchanges will incur an additional $10 fee for redelivery. 

For all  FINAL SALE items (this includes any product purchased on sale with an additional discount code) are unable to be returned for a refund. We are able to offer an exchange or credit if the item is deemed faulty. 


Q: How do I return my item? 

A: If you would like to return your items please follow the steps below.

STEP 1:Email our customer service team within 10 days of your delivery notifying us of your return. shop@cocoandlola.com.au

STEP 2: Our customer service team will respond with an RA (Return Authorisation Number) 

STEP 3: Complete the returns form that came with your order.

STEP 4: Wrap up and send your order back to 

Coco & Lola
71C Princess Road, Nedlands
WA, 6009


Q: Whose responsibility is the return once I send back to Coco and Lola? 

A: Please take care when sending items back to us, as items lost in the post are your responsibility and we cannot offer refunds, exchanges or credit notes on lost parcels. We always recommend using a registered post and to keep hold of your tracking number to avoid missing parcels.


All returns need to be sent back to us within 10 days of delivery. 
This means 10 days from tracking showing the order as being delivered. 
All items need to be returned new, unused and with all designer and brand tags attached. 

All returns need to be inline with our COVID-19 returns policy above. 


Q: Do you offer free returns

A: We currently do not offer free returns. 


Q: What is a FINAL SALE item 

A:  FINAL SALE item is any product that has been purchased on sale with an additional discount applied. 


Q: What happens if my item is faulty? 

A: We are so sorry that you may have received a faulty item.We aim to provide our customers with products of the highest standard and quality and a thorough check of your garment is undertaken before it is sent off.

If you have received an item that you believe has a manufacturing fault, please email our Customer Service Team immediately and provide a photo documentation showing the  defect/fault, which will speed up the returns process. 

In the rare event your item has a make-up stain or mark on it we are happy to credit you the dry cleaning bill. We do ship some orders from all Coco & Lola Boutiques so this may happen from time to time. 

In accordance with the Australian Competition and Consumer Commission if the garment we have sent has a minor fault then we have the right to repair the fault to the product and send it back to you. If we believe the fault cannot be repaired then we will send to you a replacement product, which matches your original purchase. However, if we are unable to repair or replace your faulty item then we will reimburse you in full for your purchase. 

Q: Do we ship or supply to Hiring Boutiques? 

A: Coco and Lola do not support nor endorse hiring boutiques. Coco and Lola have the right to refuse a sale and/or refund the customer if suspected of being from a hiring boutique.