Home / Returns & Exchanges

1. Send us an email at: support@cocovillage.com. Mention:

  • Your order number
  • Your name
  • The reason why you want to make an exchange (we’re curious to know!)
  • The product you would like to receive instead. Make sure to indicate the size and/or colour, if applicable.

2. We will respond to your inquiry ASAP - usually within 48 business hours. We will confirm the approval of your exchange as well as the postal address of our warehouse, to which you will have to return your original item.

3. Once you have received our response, you will have 48 hours to return your original item. Return your item with all its original parts, in its original packaging. You can use the carrier of your choice (post or courier service), provided that it offers a parcel tracking service. Once shipped, you will have to send us an email confirming the tracking number associated with the return of your item. Please note that you will have to pay for the return shipping costs.

4. As soon as your item arrives at our warehouse, we will inspect it to ensure that it complies with our return conditions (unused product, original packaging, etc.). We will then issue a new order for your exchange product and we will cover the shipping costs of your new product. Yippee!

5. As soon as your new item is on its way to you, we will send you an email to let you know.

6. Once your new item has been received, unpacked and assembled, let us know how you like it! We really want to know if we have succeeded in making you happy.

1. Send us an email at: support@cocovillage.com. Mention:

  • Your order number
  • Your name
  • The reason why you wish to be refunded (we’re curious to know if we could improve on anything!)

2. We will respond to your inquiry ASAP - usually within 48 business hours. We will confirm the approval of your exchange as well as the postal address of our warehouse, to which you will have to return your item.

3. Once you have received our response, you will have 48 hours to return your original item. Return your item with all its original parts, in its original packaging. You can use the carrier of your choice (post or courier service), provided that it offers a parcel tracking. Once shipped, you will have to send us an email confirming the tracking number associated with the return of your item. Please note that you will have to pay for the return shipping costs.

4. As soon as your item arrives at our warehouse, we will inspect it to ensure that it complies with our return conditions (new condition, original packaging, etc.). We will then issue a refund on the credit card used at the time of your purchase. Please note that if the shipping costs had been paid by Coco Village when you placed your original order, these costs will not be refunded to you (hey, nice try!).

5. Depending on your credit card company, it may take up to 30 days for the refund to appear on your statement.

Although we take every precaution to deliver impeccable products to you, the universe sometimes conspires against us. Don't worry, we are here to help you!

1. Send us an email at: support@cocovillage.com. Mention:

  • Your order number
  • Your name
  • Description of the damage or defect
  • Clear photos of the damage or defect (it will help us to understand the problem!)

2. We will respond to your inquiry ASAP - usually within 48 business hours. We will evaluate whether it is better to send you spare parts or replace your item completely. In both cases, we will assume all costs related to the shipment of the replacement or pieces. If we have to collect the original item, we will also take care organizing pick-up.

3. As soon as your replacement parts or item is on its way to you, we will send you a confirmation email.

4. Once your new item is assembled, give us some news! We really want to know if we have succeeded in making you happy.

Return request period

Your request for return or exchange must be initiated within 7 days of receipt of your package and this includes claims for items damaged in transit. Inspect your order carefully as soon as you receive it. If you make your request for a return or exchange after the 7-day period following the delivery date, it will unfortunately not be processed, subject to the provisions relating to products under warranty.

Return conditions

Products returned to us for a refund or exchange must be in their original condition, never used and returned in their original packaging. All original parts must be dismantled and properly packed in the box. If you return an item that does not meet these conditions, we will unfortunately have to refuse your request for a return or exchange. 

Return period

From the moment you receive our response to your return or exchange request, you will have 48 business hours to return your original order and provide us with a tracking number for your shipment. After the 48-hour period, the return or exchange request will be automatically closed. These provisions also apply if we have sent you a return label for the return of a product with our own carrier. You must take the necessary measures to ensure that the package is shipped to us within 48 business hours of receiving our return label, otherwise the return or exchange request will be automatically closed.

Presale products and special orders

All products purchased in pre-order or special order cannot be returned or exchanged, nor can all products shipped outside of the United States and Canada, without exception, unless they were found to be defective. All products purchased at 50% discount or more are considered final sales and cannot be returned or exchanged, unless they were found to be damaged or defective.   

Warranty

Our products are guaranteed to be free from defects in materials and workmanship for one year from original date of purchase when used under normal conditions and for the purpose intended. If you have to make a warranty claim, please contact us and we will guide you trough the process.