What is your return policy?
This can also be found at www.cocomelody.com/return-policy
Customer satisfaction is very important to us. If there are any problems with our items, please do contact us first. We are always at your service.
We understand that colors on your computer screen can differ to how they appear in person. So, it is advised to order the swatches (free shipping) to help you decide.
Sizing can differ from company to company, the best way to figure out which size will fit you best is to match your measurements to our handy size chart, which is also included on every dress's page.
Cocomelody will issue a full refund including shipping for any unfixable damaged, defective, or mis-shipped items. If your item arrives damaged or defective, please reach out to our Customer Service team directly for assistance with processing your return
FOR ALL STANDARD SIZE DRESSES
The return must be initiated within 7 days upon receiving the dress.
Shipping, return shipping fee & any rush fees will not be refunded. To make sure there will not be more extra charges, the item must be returned in its original condition within 7 days of its arrival to you. The item must be unworn, unwashed, unaltered, undamaged, clean, and free of lint and hair. Merchandise must be in its original packaging with all tags attached.with the original tags attached. We cannot process the return of any items that do not adhere to this return policy.
You will receive a refund of your order minus the cost of shipping, restocking fee or any rush fees when we receive the order back in our warehouse and process it. If free shipping promotion was applied to your order, the shipping cost will be still deducted from the issued refund. Please note your bank may take additional days to process the refund on their end.
As all items (including standard size) are made-to-order, we cannot afford to accept the ‘buy-many-keep-one’ purchase. Our customer service team may cancel an order believed to have been made with that intention and we will not accept the return, either.
- Wedding dresses
All COCOMELODY Dresses are newly made to order, so for standard-size wedding gowns, there will charge 30% dress price (excluding shipping and tax) as a restocking fee for your return. The return must be initiated within 7 days upon receiving the dress.
- Bridesmaid dresses
Cocomelody issue a full refund minus the cost of shipping, tax,10% restocking fee or any rush fees if you are not 100% satisfied with your order. Since COCOMELODY does not specialize for inventory sales and all dresses are newly made to order, for standard-size bridesmaid dresses, there will charge 10% dress price (excluding shipping and tax) as a restocking fee for your return. The return must be initiated within 7 days upon receiving the dress.
FOR ALL CUSTOMIZED ORDERS
Customized items (either in custom color, custom size or custom style) orders are made according to your requirements. It means that nobody else can fit or accept the item. Because of this, we can not accept any returns on customized orders. Customized orders cannot be returned for any reason. Customized orders are final sale. So sorry, love! Make sure you triple check all your measurements and color choice!
While we made the dress according to your measurements, it is only the basic custom sizing, another alteration will be necessary to get the dress fit like a glove. To provide additional assistance, we offer limited alterations reimbursement for only our custom made orders. Please contact us and we will do the rest! Yes, it is very easy!
Please see reimbursement limits for our custom made dresses below in USD:
- Bridesmaid Dresses--Reimbursement limit the custom made fee
- Wedding Dresses (dress price excluding custom made fee):
Dress $200 or less - Reimbursement limit $49
Dress $200 - $400 - limit $69
Dress above $400 - limit $89
FOR ALL ACCESSORIES
Accessories (like ties, squares, headpieces, jewelry, veils, shoes, etc.), Intimate items (including corsets, petticoats, shorts, and garters, etc.), all fabric swatches and Clearance items are final sale. No returns or exchanges for any reason.
FOR All TRY-AT-HOME SAMPLES
Because of limited inventory and quick processing, Try-at-home orders can not be canceled and changed (like size, color, style, etc) upon you placing the order. Please make sure you triple check all your samples size and color choice!
We do not offer an exchange service for any products at this time. Because all items are made-to-order, we do not have ready-made dresses or products that can be shipped in exchange for your returned items. You will need to return unwanted items (if eligible per the return policy), and then place a new order for the replacement items. We can accept the “return and reorder” once only. Please do recheck the color, size, etc for the new order and email us if you need any help.
Prior promotional pricing or discounts used when the original order was placed will not be honored for a new order.
HOW TO RETURN
1. Submit a return request at Contact Us to Customer Service within 10 days of receiving your order. Please include the reason for return and photographs for verification.
2. Once we have approved your request. Please send your item(s) using local post which is trackable within 7 days from receiving the return form.
3. When we receive the returned package, the item(s) will be inspected to ensure it is in the original condition and has the issues stated in the return request.
4. Once confirmed, the refund will be credited back to the original payment method within 10-15 days (the processing time depends on your payment method and bank).
- We reserve the right to refuse the return if received in an unacceptable condition. The item must be unworn, unwashed, unaltered, and undamaged with the original tags attached
- We cannot process any products that are returned without our prior confirmation.
- We are not liable for return item(s) that are lost or damaged, please keep the receipt with tracking information.
For forcibly return which is not eligible per the return policy, for wedding dress, we have the right to charge 70% of the purchase price (excluding shipping and tax) as a restocking fee, for bridesmaid dresses, we have the right to charge 50% of purchase price(excluding shipping and tax) as a restocking fee.