Last updated: September 29, 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 (DHL Express / UPS) |
|---|---|---|
| Asia | 10–14 working days | 3–5 working days |
| Europe | 10–14 working days | 3–5 working days |
| North America | 10–14 working days | 3–5 working days |
| Rest of the world | Up to 25 working days | Up to 7 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.
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 receive store credit, less a US$25 handling fee that includes your prepaid return label.
- Australia: change-of-mind returns receive store credit, less a US$25 processing fee. You send the piece to our returns point in Australia, at your cost.
- 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.
- Rest of the world: 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.
How to request a return
- Email [email protected] within 14 days of delivery (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.
- We reply within 2–3 working days (longer during Vietnam public holidays) with your prepaid label or the return address.
- Once we've replied, ship your return within 7 days to the address on your label or in our reply (EU, EEA and UK: within 14 days of canceling). Use the original plastic bag or a soft mailer rather than a box. We recommend filming the piece as you pack it and keeping the video until your return is complete.
- When your return arrives at our return facility, we inspect it and email you the outcome. Store credit, exchanges and refunds are issued within 3–5 working days of arrival. 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
- You receive store credit for the price you paid for the item, less a US$25 handling fee. The fee covers your prepaid return label and processing.
- Store credit never expires and can be used on any future order.
- Original shipping costs and any duties aren't refunded.
Change-of-mind returns: Australia
- You receive store credit for the price you paid for the item, less a US$25 processing fee (or the equivalent in your checkout currency).
- Send the piece to our returns point in Australia, at your cost. We give you the address when we reply to your request. Please use a tracked service.
- Store credit never expires and can be used on any future order.
- Original shipping costs and any duties aren't refunded.
Change-of-mind returns: rest of the world
This applies to all destinations outside the United States, Australia, the EU, the EEA and the UK.
- Store credit: store credit for the price you paid for the item, less a US$25 processing fee (or the equivalent in your checkout currency). 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 or significantly different from its product page, 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.
- Significantly not as described: a difference you can check against the product page: a different fabric from the composition listed; a different color from the color named, compared with the product page's daylight photo where there is one; a different design detail, such as the neckline, straps, lining or closure; or a garment measurement listed on the product page, such as the length, that's out by more than 2 cm.
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 US, 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.
- Once the piece is back with us and we've confirmed the issue, you choose a replacement, if we have one in stock, or a full refund to your original payment method, with no handling fee.
- 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 US, 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. 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 replied, 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 return facility 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
- Returns requested more than 14 days after delivery
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?
Refunds to your original payment method are for faulty or incorrect items once we've confirmed the issue, and for customers in the EU, EEA and UK who cancel within 14 days. Other change-of-mind returns receive store credit.
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.