Terms of Sale
Thank you for choosing Coco & Kandy Crew!
DELIVERIES
Coco and Kandy Crew delivers worldwide using UPS and DHL, for both samples and orders. Tracking details will be sent to you once order is dispatched.
Please note that our initial quotation is calculated with no shipping costs included. Thereafter, the dispatch costs of a delivery will be calculated, in your best interests according to the destination / volume of the shipment and service required (Express or Economy). We deliver from within Europe.
Delivery times generally vary between 2-10 business days depending on location; however, they are subject to the efficiency of external service providers. While we partner with the most reliable service partners given the delivery destination, we are not liable for delays beyond our control. Deliveries and dispatches will only be carried out once complete payment of the order has been received from you. In case you are met with any delivery issues, please inform us straight away on info@cocoandkandy.com
We ask you to confirm logos, placements, colours, and sizes of the visuals that are sent from us during order process, to negate any confusion.
RETURN POLICY
We want you to be completely satisfied with your purchase and try to provide as much information as possible on all our products. If you change your mind for any reason, we’ll happily accept a return, please contact us on info@cocoandkandy.com
Samples:
- For the items especially ordered as samples we kindly ask them to be returned within 14 days.
- Payment for Specific Clothing/Samples is required upfront at time of order. When returning samples back to us, they must be repacked, with labels still attached. Sample costs will be refunded where possible, provided, they are returned in the same condition that they were received (Coco and Kandy reserves the right to determine this).
- Return freight fees are at the client’s expense. We reserve the right to refuse any return that does not match our Returns Policy (charges may apply).
Orders:
In the instance that the items you receive do not conform to your size or choice preferences, it is possible to return or exchange them, within 30 days of receiving them, as per returns policy (below).
Return Condition
- The items have not been worn, washed, or marked.
- The items have not been custom made, or specially produced for you.
- The items are not ordered uniquely or customised for you.
- The items have not been embroidered or screen printed.
Some items that are not hold in stock by Coco & Kandy Crew, may not be returnable or may be subject to a 25% restocking fee and must be returned with all the original packaging intact within 14 days of the delivery date.
Returns for exchange or store credit: must be made also within 14 days of receipt of purchase.
Sale items or items purchased during a flash sale/promotional event are only eligible for exchange.
Damages:
We aim to provide you with products of the highest standard and quality. If you have received a product with a manufacturing fault, please email us, we are more than happy to assist you.
Please provide your order/invoice number and a photo of the fault. Once we receive your request, we will arrange a replacement or refund for you. This way we can guide you through the returns process and help resolve the problem. Please provide our team with images of the damage, defect or fault for preliminary assessment.
If the product is confirmed to have a manufacturing fault, we will replace the product or refund the price of the product including shipping charges to your original payment method at your request. If the product is found not to have a defect or deemed out of warranty, we will ship the product back to you.
It does not constitute a defect if in our reasonable opinion, the product has become of unacceptable quality after delivery due to fair wear and tear, misuse, or failure to use in accordance with care for instructions.
Refunding your money:
We endeavour to process refunds quickly, please allow up to 14 business days for your return to be processed. You will receive an email notification once our team has received your return and again when it has been processed.
We aim to provide refunds as soon as our team has received the returned parcel. If you haven’t heard from us, then we either haven’t received or processed your return yet. If in doubt, you can always send us an email to info@cocoandkandy.com and we’ll have a look at what’s going on.
Our Returns depot is located in Bulgaria, Europe and return shipping is at customer expense. Coco and Kandy take no responsibility for missing deliveries of a return. We encourage you to return your item(s) via registered or traceable postal services as return parcels remain the responsibility of the customer. We offer a pickup delivery service with our DHL courier, the cost of which will be deducted from the refund. If you wish to proceed this way, please contact our customer service.
Return Address:
Coco and Kandy Ltd
11 Yosif Stoyanov str. Fl. 4 No 3
Varna 9000 Bulgaria
We suggest all items are tried on as soon as they are received to ensure you are able to return items within the returns' timeframe.
Please make sure all returned products are unwashed, and neatly folded in the original packaging including all tags and accessories. We send all our garments in a shipping box made from FSC certified cardboard which you can re-use to ship your return package.
For all returns from outside of the EU.
If you are returning from outside the EU, please clearly label your package as “RETURNED GOODS” and hand over your invoice to the courier alongside your return parcel.
PRODUCT CARE
- Once you receive your order, our recommendation is you wash the garments before use.
- Please follow the instructions for washing and drying for each item. These can be found on the labels attached to the inside of the garments.
- Care labels in the clothing apply to the care of the clothing only and NOT the decoration.