Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it,  unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at kokosyrene@gmail.com. Please note that returns will need to be sent an address sent by us via email to you.

PLEASE NOTE: Returns costs and fees for items outside the UK will have to be funded by the customer. 

If your return is accepted, we will email you instructions on how to retun the parcel to us. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at kokosyrene@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Items that have been damaged by you or others in handling them are not eligible for return, so please make us aware of any damages sustained via transit and delivery on the day you receive the item.  Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused, with any tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at kokosyrene@gmail.com.