Refund policy
We want you to love your COCOWILLOW pieces. If something isn't quite right, our returns process is designed to make things as simple as possible.
Return Timeframe
All eligible returns must be lodged through our online Returns Portal within 14 days of receiving your order.
Once your return has been lodged, it will be reviewed by our team. Please ensure your return is sent back within the required timeframe, as returns received outside the return window may be rejected.
Return Conditions
To be eligible for a return, your item must be:
- Purchased at full price (welcome discount 10% is allowed)
- Unworn and unused & in its original condition
- Returned with all original tags and packaging attached
- Free from makeup, fake tan, perfume, body lotion, animal hair or other marks
Marked down sale items are final sale and are not eligible for a refund, exchange or store credit.
COCOWILLOW reserves the right to decline a return if the item does not meet these conditions.
Click here to start a return: Returns Portal
Australian Returns
Eligible full-priced items can be returned for a refund, exchange or store credit, provided they meet our return conditions. Original shipping costs are non-refundable & return shipping costs are the responsibility of the customer.
International Returns
For international orders, we offer store credit rather than refunds or exchanges on eligible returns.
Eligible international returns must:
- Be lodged within 14 days of delivery
- Be unworn, unused and unwashed
- Have all original tags attached
- Be in original condition
- Not be marked as Final Sale or Non-Returnable
- Be submitted through our online Returns Portal
Once your return has been received and approved, your store credit will be issued within 3–5 business days.
International store credit is valid for 12 months from the date of issue.
Return shipping costs are the responsibility of the customer unless otherwise arranged through an applicable return service.
Applicable shipping, duties, taxes or tariffs may be deducted from the store credit issued.
International Duties & Taxes
For international orders, duties, taxes and tariffs may apply depending on your destination and order.
For USA orders, applicable duties, taxes and import fees are currently included at checkout under our DDP shipping arrangement.
For Canada, customers are responsible for applicable duties and taxes.
If an international order is returned to us because delivery was refused or an attempted delivery wasn't followed up, any return shipping, customs, duty or handling costs may be deducted from your store credit.
Multiple Items of the Same Style
If you purchase multiple items of the same style in different colours, patterns or sizes within the same transaction, only one item is eligible for a refund.
Any additional items of the same style will be eligible for store credit, provided they meet our return conditions.
Faulty Items
We stand behind the quality of our garments. If your item arrives damaged or develops a fault within 3 months of the order date, please contact our Customer Service team with:
- Your order number
- Photos of the item
- Clear photos showing the fault
If an item is confirmed to be faulty, we'll work with you on an appropriate resolution, which may include a replacement.
Damage caused by normal wear and tear outside of this period is not considered a manufacturing fault.
Your rights under Australian Consumer Law are not affected by this policy.
Changing or Cancelling an Order
Please double-check your size, colour, quantity and shipping details before completing your purchase.
Once an order has been placed, we cannot guarantee that changes can be made.
Order cancellations are generally not available. If a cancellation is approved, a $10 restocking and administration fee may be deducted from the refund. This does not apply to faulty items where Australian Consumer Law applies.
For international orders, cancellations are not available once the order has been placed.
Return Address
COCOWILLOW
U29, 314 Burleigh Connection Rd
Burleigh Heads QLD 4220
Australia
Please do not send a return without first lodging it through our Returns Portal.