Not quite what you expected? No problem. If an order from Coconera doesn't work out, we'll gladly look into it and make the return process as easy as we can.
RETURN PERIOD
You can request a return within 14 days after your order is delivered.
WHICH ITEMS CAN BE RETURNED
An item qualifies for a return if it is:
- Unworn, unused, and unaltered
- Still in its original packaging
- Complete with all original tags
Please have your order number or proof of purchase ready. We may decline a refund for items that come back used, damaged, or missing their packaging or tags.
WHO PAYS FOR RETURN SHIPPING
Return shipping costs are paid by the customer. If your item arrived damaged or we sent the wrong item, we'll cover it and email you a prepaid return label.
HOW TO RETURN AN ITEM
1. Send an email to info@coconera.com with your order number and the item(s) you want to return.
2. If the item arrived damaged or was the wrong one, attach clear photos showing the problem.
3. We'll review your request and reply with step-by-step return instructions.
4. Ship your return with a tracked service, so you can follow the parcel and are covered if it gets lost.
WHAT WE DON'T TREAT AS A DEFECT
The following are normal and generally not considered product faults:
- Small loose threads, raw edges, or minor variations in the material
- Slight color differences caused by your screen settings or the lighting in a photo
- Damage from wear or improper care
- Items that have been altered or repaired by the customer
CHANGED YOUR MIND?
You can also return an item because of fit, style, or personal preference, as long as it meets the conditions above. In that case, return shipping is paid by the customer.
EXCHANGES
Need a different item instead? Exchanges are available for eligible items if you request one within 14 days of delivery. Email info@coconera.com with your order details. As soon as we receive your return, we'll process the exchange and send out the replacement.
REFUNDS
When your return arrives, we'll inspect it and let you know if it's approved. Approved refunds go back to your original payment method within 10 business days of approval. Your bank or card provider may need extra time to show it on your statement. If more than 15 business days have passed since approval and the refund still hasn't appeared, contact us at info@coconera.com
CONTACT US
Our customer service is available Monday to Friday, 9:00 AM – 5:00 PM (ET). We aim to respond within 24 hours.
Email: info@coconera.com
Phone: +1 (321) 359-5116
Coconera is operated by Zarrachi, a company registered in the Netherlands.
Company number: 89886925
Company address: Oversticht 14, 3813NR Amersfoort, Netherlands