Shipping, Returns & Exchanges

Last updated: October 28, 2026

Shipping

Shipping options and delivery times

We offer Standard Shipping and Express Shipping (DHL Express or UPS) worldwide. Delivery times are courier estimates, counted from dispatch. Shipping costs are calculated at checkout based on your destination.

Region Standard Express
Asia 10–14 working days DHL Express: 3–5 working days
Europe 10–14 working days DHL Express: 3–5 working days
UPS: 7–9 working days
North America 10–14 working days DHL Express: 3–5 working days
UPS: 7–9 working days
Rest of the world Up to 25 working days DHL Express: up to 7 working days
UPS (Australia, New Zealand): 7–9 working days
  • Delivery times are estimates and can vary with customs clearance, peak seasons and local courier conditions.
  • Tracking details are emailed as soon as your order is dispatched.

Order processing

Orders are processed Monday to Friday, excluding weekends and Vietnam public holidays. Please allow 1–3 working days for processing before dispatch. Pre-order pieces ship on the ship-out date shown on the product page, with delivery time counted from then.

Duties and taxes

Duties and taxes are included for some destinations, and checkout shows whether they're included for your order. If they aren't shown as included, any import duties or taxes are payable on delivery.

Refused customs charges

If you refuse to pay customs charges, the parcel is returned to us. Once it arrives, we deduct the original shipping cost, any customs charges incurred and the cost of returning the parcel, and refund the balance to your original payment method.

Canceling an order

  • You can cancel your order within 2 hours of placing it. Email [email protected] with your order number. We go by the time on your order confirmation and the time your email reaches us.
  • We'll confirm by email and refund your order total to your original payment method, less a 5% cancellation fee. The fee covers payment processing costs that aren't refunded to us.
  • After 2 hours, we can't cancel your order. Once it's delivered, the change-of-mind return terms for your region apply.
  • EU, EEA and UK: you can cancel at any time up to 14 days after delivery, with no fee. See "EU, EEA and UK: your 14-day right to cancel" below.

Returns

We want you to love your COCOSIN piece. If it isn't right, here's how returns work. Your options depend on where your order was delivered.

At a glance

  • United States: change-of-mind returns are refunded to your original payment method, less a US$30 processing fee that includes your prepaid return label.
  • Australia: change-of-mind returns are refunded to your original payment method, less an A$30 processing fee that includes your prepaid return label.
  • EU, EEA and UK: you can cancel within 14 days of delivery for a refund to your original payment method. Return shipping is at your cost.
  • Asia: choose store credit, less an S$20 processing fee, or an exchange. Return shipping is at your cost.
  • Rest of the world (including the Middle East, Canada and Mexico): choose store credit, less a US$25 processing fee, or an exchange. Return shipping is at your cost.
  • Faulty or incorrect items, everywhere: a replacement or a full refund to your original payment method once we've confirmed the issue, with no fee, and we cover standard tracked return shipping. Report visible issues within 3 days of delivery.

The United States and Australian terms above apply to return requests received from October 28, 2026, whatever the date of your order. If your order was placed before October 3, 2026, you can instead choose the terms that applied then: store credit, less US$25 in the United States (prepaid label included) or A$25 in Australia, where you send the piece at your cost. The Asia and rest-of-the-world fees apply to orders placed from October 3, 2026; for earlier orders, the previous fee of €15 applies.

Time limits for change-of-mind returns

  • United States, Canada, Mexico, Australia, New Zealand and Switzerland: request your return within 7 days of delivery. Once you have your prepaid label or the return address, drop off or send the piece within 7 days.
  • EU, EEA and UK: cancel within 14 days of delivery, then send the piece back within 14 days of canceling.
  • Everywhere else: request your return within 14 days of delivery. Once you have the return address, send the piece within 7 days.

The 7-day request window applies to orders placed from October 9, 2026; for earlier orders, you can request a return within 14 days of delivery. Faulty or incorrect items have their own time limits, set out under "Faulty or incorrect items" below.

How to request a return

  1. Email [email protected] within the time limit for your country (see above, counted from the date your tracking shows as delivered) with your order number, the reason for your return and photos of the piece. If you're reporting a fault or an incorrect item, see "Faulty or incorrect items" below for what to include and when. Please make return requests by email so everything is in writing.
  2. We reply within 2–3 working days (longer during Vietnam public holidays) with what your return involves: the fee, the conditions and your options. Reply to confirm how you'd like to go ahead. (EU, EEA and UK: our reply already includes the return address, so there's nothing to confirm.)
  3. Once you've confirmed, we email your prepaid return label (United States and Australia) or the return address (everywhere else), with packing instructions. Please wait for this email before sending anything.
  4. Drop off or send your return within 7 days of receiving your label or the return address (EU, EEA and UK: within 14 days of canceling). Use the original plastic bag or a soft mailer rather than a box. As soon as it's on its way, email us the tracking number and a photo of the sealed parcel with the label readable. We recommend filming the piece as you pack it and keeping the video until your return is complete.
  5. Returns are collected at our returns point for your region and sent on together to our main warehouse, where every piece is inspected. This usually takes about 5 weeks from the day you send your return, sometimes longer. Within 3–5 working days of your return arriving there, we email you the outcome and issue your store credit, exchange or refund. For the EU, EEA and UK, refund timing is set out under your right to cancel, below.

Condition of returns

Returned pieces must be unworn, unwashed and unaltered, with all original tags attached and free of makeup, deodorant, perfume, stains, odors and pet hair. Please try pieces on as you would in a fitting room, ideally without makeup, perfume or deodorant.

Every order is filmed as it's packed, so we can compare a returned piece with the condition it left us in.

Change-of-mind returns: United States

  • Request your return within 7 days of delivery, and drop it off within 7 days of receiving your prepaid label.
  • You receive a refund to your original payment method of the price you paid for the item, less a US$30 processing fee. The fee covers your prepaid return label and processing, and applies once per return.
  • If you'd rather have store credit, it's the same amount and never expires; just tell us when you confirm your return.
  • Original shipping costs and any duties aren't refunded.

Change-of-mind returns: Australia

  • Request your return within 7 days of delivery, and drop it off within 7 days of receiving your prepaid label.
  • You receive a refund to your original payment method of the price you paid for the item, less an A$30 processing fee (or the equivalent in your checkout currency). The fee covers your prepaid return label and processing, and applies once per return.
  • Once you've confirmed your return, we email you a prepaid return label and tell you where to drop the parcel off.
  • If you'd rather have store credit, it's the same amount and never expires; just tell us when you confirm your return.
  • Original shipping costs and any duties aren't refunded.

Change-of-mind returns: Asia and the rest of the world

This applies to all destinations outside the United States, Australia, the EU, the EEA and the UK.

  • Request your return within 14 days of delivery (Canada, Mexico, New Zealand and Switzerland: within 7 days), and send it within 7 days of receiving the return address.
  • Store credit: store credit for the price you paid for the item, less a processing fee: S$20 for destinations in Asia (not including the Middle East), or US$25 everywhere else, including the Middle East, Canada and Mexico. If you paid in another currency, we convert the fee at the exchange rate on the day we reply to your request. Store credit never expires.
  • Exchange: another size, color or style of equal or higher value, subject to stock. You pay any price difference. One exchange per order.
  • Returns go to our Singapore returns center. You pay the cost of sending the piece to us and, for exchanges, the cost of shipping the new piece to you.
  • Original shipping costs and any duties aren't refunded.

EU, EEA and UK: your 14-day right to cancel

  • You can cancel your order within 14 days of the day you receive it, without giving a reason. Email [email protected] with your name and order number.
  • Send the piece back to the address we give you within 14 days of canceling. Return shipping is at your cost.
  • We refund the full price you paid, including standard delivery (not the extra cost of express delivery), to your original payment method within 14 days of your cancellation. We may wait until the piece is back with us, or until you've sent us proof of posting, whichever comes first.
  • If the piece has been handled more than needed to try it on, for example with makeup, deodorant or perfume marks or missing tags, we may reduce the refund to reflect the loss in value.
  • No handling fee applies. If you'd rather have store credit, just tell us.
  • The right to cancel doesn't apply to custom-sized or custom-color pieces made to your specifications.

Faulty or incorrect items

If we've sent the wrong piece, or it arrives faulty, we'll put it right.

What counts

  • Incorrect item: a different style, color or size from the one on your order confirmation.
  • Faulty: a defect that was there on arrival, such as a broken zip, hook or clasp; a seam coming apart; a hole, pull or flaw in the fabric; a stain or mark; or a missing part that the product page shows as included, such as a belt or cape.

What doesn't count

  • Fit or style preference, when we sent the size you ordered. Change-of-mind terms apply.
  • Color that looks different on your screen or in different lighting, when the piece is the color named on its product page. If color matters for your event, email us before you order and we'll send you a daylight photo.
  • The natural character of a fabric: taffeta is crisp and creases easily, LumiSatin™ shows creases until it's steamed, and mesh has some stretch.
  • Creasing from transit, and loose threads that can be trimmed.
  • Makeup, deodorant, perfume, fake tan or skin-oil marks, and damage from wearing, washing, steaming, ironing, altering or catching the piece on jewelry. These are signs of wear, not faults.

When and how to tell us

  • Incorrect items, damage, stains, marks and missing parts show when you open the parcel, so report them within 3 days of delivery.
  • Report a defect that only shows when you try the piece on, such as a zip that fails, within 14 days of delivery and before the piece is worn.
  • Email [email protected] with photos or a video showing the whole piece, a close-up of the issue and the original tags still attached. For an incorrect item, include the size and color labels inside the piece. For damage in transit, include the outer packaging.

What happens next

  • In the United States and Australia, we send you a prepaid return label. Everywhere else, once we've approved your return, send the piece by a tracked postal service to the return address we give you, and email us the postage receipt with its tracking number. Once we've confirmed the issue, we refund what you paid for postage, up to the limit we confirm when we approve your return. The limit covers a standard tracked postal service; express or courier upgrades, extra insurance, packaging and collection fees aren't covered.
  • You choose a replacement, if we have one in stock, or a full refund to your original payment method, with no handling fee. We ship the replacement or issue the refund once the piece reaches our main warehouse and we've confirmed the issue.
  • For a small issue that's easy to fix, such as a loose button or hook, we may offer a partial refund to cover a local repair instead, so you can keep the piece.
  • If our inspection doesn't confirm the issue, we handle your return under the change-of-mind terms for your region above: in the United States and Australia, the prepaid label counts as your return shipping, and elsewhere your return postage isn't refunded. If the piece shows signs of wear, "If a return doesn't meet these conditions" applies instead.

Customers in the EU, EEA, UK and Australia also have statutory rights for faulty goods that go beyond these time limits. See "Your statutory rights" below.

If a return doesn't meet these conditions

If a returned piece is worn, washed, altered, damaged, missing its tags or otherwise doesn't meet the conditions above, we'll email you photos within 3–5 working days of it arriving at our main warehouse. We won't issue store credit or a refund, and we'll send the piece back to you at your cost. We do the same with parcels sent without a return request, before we've sent you a label or return address, or to an address other than the one we gave you. For customers in the EU, EEA and UK, we reduce the refund to reflect the loss in value instead, as described above.

When store credit and refunds are issued

Store credit, exchanges and refunds are issued only after your return has arrived at our main warehouse and been inspected. (EU, EEA and UK: see your right to cancel above.) Card refunds usually take 5–10 business days to appear on your statement, depending on your bank.

Not eligible for return or exchange

  • Custom-sized or custom-color pieces made to your specifications, unless faulty
  • Final Sale pieces
  • Accessories
  • Pieces worn for events, press, photoshoots or styling
  • Change-of-mind returns requested after the time limit for your country (see "Time limits for change-of-mind returns" above)

In the EU, EEA and UK, Final Sale pieces and accessories can also be canceled within 14 days, and pieces worn beyond trying on are handled as described in the EU, EEA and UK section.

Your statutory rights

Nothing in this policy affects your rights under the consumer laws of your country.

Australia: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

EU, EEA and UK: you also have legal rights if goods are faulty or not as described, which last well beyond 14 days.

Questions

Email [email protected]. We reply within 2–3 working days.

Frequently asked questions

Will I need to pay duties or taxes?
For Thailand, Singapore and the Philippines, we cover all charges. For other destinations, duties may apply depending on local regulations unless you choose a prepaid option at checkout.

Can I get a refund instead of store credit?
Yes, in the United States and Australia: change-of-mind returns are refunded to your original payment method, less the processing fee, or you can choose store credit for the same amount. Refunds also apply to orders canceled within 2 hours of being placed (less a 5% cancellation fee), to faulty or incorrect items once we've confirmed the issue, and to customers in the EU, EEA and UK who cancel within 14 days. Change-of-mind returns elsewhere receive store credit or an exchange.

Can I exchange for a different size?
Outside the US, Australia, the EU, the EEA and the UK, yes. Elsewhere, return the piece and place a new order. Not sure of your size? Email your bust, waist, hips and height with the piece you're considering, and we'll confirm your size before you order.

What happens if I refuse customs charges?
The parcel comes back to us. Once it arrives, we deduct the original shipping, any customs charges and the return shipping, and refund the balance to your original payment method.