Customer service is of premier importance to us at Coco Ribbon. Your confidence in us and the service we provide is our number one priority. We believe our returns policy is fair and open, however, there are some stipulations that we make in the interest of efficiency:
In the event of refunded returns, we require that you return the new and unused goods to us with all the original labelling attached within 30 days (Australia) of receiving the goods. New and unused means there are no marks on the item or wear on the tags and the item has been returned to us in its saleable condition. Coco Ribbon will not accept returns for any non-faulty items that have been worn, washed and/or tags removed. Coco Ribbon does exchanges and returns on SALE items. Upon receipt of an order, if any item has been received with no tags, customers should notify us (by phone or email) on the same day if they wish to return. We strongly advise all customers to check garments thoroughly upon delivery before removing any attached tags. For hygienic purposes, returns/exchanges on swimwear, lingerie and cosmetics cannot be accepted. Please note, Coco Ribbon cannot refund shipping and/or delivery charges whether they be within Australia or abroad. We ask that all International customers are aware that any international customs duties and sales taxes charged cannot be refunded. All items purchased on the Coco Ribbon website must be returned at the responsibility of the sender to the following address:
Coco Ribbon Returns and Exchanges
PO Box 820, Waverley NSW 2024
Coco Ribbon cannot be held responsible for items lost or delayed when being returned.
In the event of an exchange, items are subject to product availability and the customer will incur any shipping costs for returning items to be exchanged. We can only exchange an item for a different size, style, and colour subject to our stock availability. All exchange enquiries can be made by contacting firstname.lastname@example.org with EXCHANGE in your subject heading. Exchanged items can only be dispatched after the returned goods have been received and undergone a quality control check back at head office. Any further returns of exchanged items outside the stated timescales will be at the customers cost for shipping and refunded only as a CocoRibbon.com credit note which may be redeemed online with an allocated credit note code. CocoRibbon.com credit notes are valid for 3 months from the date of exchange.
How to proceed with your return or exchange
- Please email us at email@example.com to advise that you would like to make a return or exchange. In your subject heading please state whether you are claiming for a RETURN or EXCHANGE.
- Follow the instructions which would have come with your invoice and receipt. Detach the bottom half of your Returns claim form and fill in the necessary information. Circle whether you would like to make a return or exchange and state the desired item(s), size, colour etc. Exchanges will be subject to our stock availability.
- Securely wrap and package the item with the completed form.
- Please send your return or exchange to either return addresses above depending on where you are located:
We recommend that you send all items insured and/ or registered when sent through the mail as we cannot take responsibility for packages which we do not ship ourselves.
Receiving a refund
Once your package has been returned to us within the above stated time frame unless otherwise authorized by the directors at cocoribbon.com, we will begin to process your refund request. Each item will undergo a quality control check and once verified your refund will be processed in the original payment format as your purchase was made within 10 days of the date of cancellation notice. All undamaged, correctly returned products will be credited to the original purchaser’s credit card including GST but excluding shipping charges. You will be notified via email to the address listed on your account when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from Coco Ribbon.
Please note: If we receive your return in a condition which we feel is not fit for exchange or refund we shall get in touch with you to discuss proceedings. Coco Ribbon reserves the right to refuse a return or exchange for any item sent back in a condition where the item has been used or damaged. Only Items which Coco Ribbon can confirm as new and unused will be eligible for a return or exchange, so that they have reached our returns department within the time frame outlined above (unless otherwise organized). Coco Ribbon will not accept returns or exchange goods for any non-faulty items that have been worn, washed and/or with tags removed.
A refund or exchange will not be issued for items which fail to meet our standards set forth above.
If someone has sent you a special gift from Coco Ribbon that you'd like to exchange then you can return it in exchange for a CocoRibbon.com credit note. In the event of a gift return, we require that you return the new and unused goods to us with all the original labelling attached within 30 days (Australia), 40 Days (International) of receiving the goods. The credit note will allow you to choose something from CocoRibbon.com for up to three months from the date of purchase. On returning the gift you will be contacted by head office and issued an online credit note code which you will be able to use within 24 hours. Please be aware that you will be required to pay any difference in cost and any additional shipping, taxes and import duties.