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    Customer Care

    Return & Refund Policy

    Cocosbride is always dedicated to providing the best service for our valued customers all the time. In order to provide a better shopping experience and customer service, we will issue a full refund right away for any damaged, defective or mishandled products. If you find any quality problems with our product when you receive your package, please contact our customer service team. We will arrange a free replacement, return or refund as soon as possible.

    We will offer your reimbursement if you keep the dress and make adjustments locally.

    Please note the request on the after-sale problem shall be issued within 3 days after the item arrives at you.


    FOR ALL STANDARD SIZE ORDERS

    Cocosbride promises to issue a full refund including shipping fee and rush fee(if there is)for any damaged, defective, or mis-shipped standard size dresses. Pictures to prove the quality problems are required.

    We are trying our best to provide the best service, items, and policy for you. And all the time, Cocosbride is devoting on the custom-made concept, so all dresses are newly made to order, to let our customers-- you! Have a gown which is only made for you! But based on these we also need to consider the cost and broad environment. So we do the policy to balance the benefit and cost and devote to make gowns with high quality! We do hope you can have a good experience with Cocosbride!

    Cocosbride will offer you a 90% refund if there is no quality problem but you are not satisfied with the product or you change your mind. We will take a 10% restocking fee, which will automatically be deducted from your refund. Please notice we still charge the shipping fee and rush fee, plus size fee (if there is ) under this circumstance even if your order is free shipping order.  The return must be initiated within 7 days upon receiving the dress.

    You will be responsible for paying shipping fees back including but not limited to, the cost to ship back and any shipping materials cost. Therefore, we friendly recommend you to return all unwanted items at one time if there are 2 or more products.

    The item must be shipped back within 15 days including weekends after its delivery to you. Therefore, please contact our customer service to process the return issue soon.

    Please make sure all items must be returned in original condition (unworn, unwashed, unaltered, and undamaged) with the original tags attached. We may fail to process the return of any items that do not adhere to this return policy.

    It will take up to 3 business days for us to process your return and refund once the package arrives back to us (This can take several more days during our peak season). You will receive a refund soon after we check your return package. Please note your bank may take additional days to process the refund.


    FOR ALL CUSTOM FIT ORDERS

    We offer basic custom sizing on all of our Cocosbride styles. Custom sizing only takes an extra 9.99 USD compared with standard sizes. We strongly recommend you to place a custom size order to get a perfect dress for you.

    Custom dresses are made specifically to the measurements(bust, waist, hip, height, and hollow-to-floor) you provide to us. That means no one else will be able to wear that dress once it’s completed. That is to say, we are unable to accept any returns on custom size dresses unless there is a quality problem. Therefore, please make sure to carefully check all your measurements and color choice!

    Custom dresses usually cannot be returned unless there is a quality problem because they are final sale. Please confirm color, style, and measurements within 24 hours after your payment.


    FOR ALL FABRIC SWATCHES, ACCESSORIES AND RUSH ORDERS

    All fabric swatches, measuring tapes, accessories, veils are final sale. No returns or exchanges for any reason. And we currently can not refund the rush fees on rush orders except defective items. We will refund the rush fee on defective order.


    FOR ALL ADJUSTMENTS & REIMBURSEMENTS

    It’s normal for a slight difference because all of our dresses are handmade. Please kindly understand there may be a slight difference due to manual measurements. Even though we will make your order according to your measurements, it is only basic custom sizing. So you may need additional alterations or adjustments at your expense to get your ideal and fit dress. To provide additional assistance and help, we offer a limited alterations reimbursement for all dresses (including standard size dresses and custom size dresses), you just submit a picture of your receipt from the tailor via email to service@Cocosbride.com and we'll do the rest! Way too easy? Yes, It’s so easy for you to get the reimbursements!

    Please see reimbursement limits for our custom size dresses below:
    Dress $99/AU$147 or less - Reimbursement limit $35/AU$52
    Dress $100/AU$149 - $199/AU$296 - Reimbursement limit $50/AU$74
    Dress above $200/AU$298 - Reimbursement limit $75/AU$111

    EXCHANGE POLICY

    We do not offer an exchange service for any products. Because most of our orders are made-to-order dresses. We do not have ready-made dresses that can be shipped in exchange of your returned items. If you insist to exchange, you need to return the unwanted items (if eligible per the return policy) to us first and then place a new order for the replacement items. Prior promotional pricing or discounts used when the original order was placed will not be honored for a new order.


    Return Process

    • 1. Email our Customer Service: service@Cocosbride.com within 3 days upon receiving your order. Please send us an explanation and photographs to state the reason for your return. We reserve the right to refuse returns without prior approval from our Customer Service.
    • 2. Once you received the reply from service@Cocosbride.com, it means your request for return has been approved. Please return the dress to us with the address we provided ASAP (3-7 days). This information must be written and sent to us with the package: Order Number/Email/Full Name. This is very important for us to recognize your package. We are not able to arrange a refund without this information.
    • 3. All the dresses that be returned must be checked. We will process the refund when we confirm that the product has the problems you mentioned. Once the refund has been processed by us, it usually takes 10-15 business days for the money to get back to your account, depending on your bank or payment service. Your bank or payment service may levy a small transaction charge. Once receive the return dresses, we will check and deal with the refund in 3 to 5 business days. We reserve the right not to process the refund if they are returned in unacceptable condition. The refund would get back to your account in 2 business days, it also depends on the processing efficiency of your bank.

    CANCELLATION POLICY

    We know that it is very important for you to order a dress for your special occasion. However, please note that our dresses are made to order, we will process the order as soon as payment received. Once the tailoring process has begun, there will be Labor Costs and Material Costs.

    Unpaid orders will not be processed. If you do not need it, please ignore it.

    If you cancel your order within 24 hours of payment, you will be eligible for a full refund.

    Cancellation within 24 to 72 hours after the order is paid: you will get a partial refund consisting of 50% of the dress price and the full shipping cost.

    Cancellation within 72 to 120 hours after the order is paid: you will get a partial refund consisting of 30% of the dress price and the full shipping cost.

    Cancellation beyond 120 hours after the order is paid: you will get a partial refund consisting of the full shipping cost.

    Once your order has been shipped, it can no longer be canceled.

    If you need to cancel your order, please email service@Cocosbride.com and tell us your order number and phone number. We will calculate the cancellation time according to the time of the email is received.

    You will get an order confirmation email after payment. Please reply to the email in 24 hours if you need to change any information. If you need to change any information after we start the tailoring, there will be extra cost needed. For example, if you need to change color after we have prepared the material, which will be wasted. We need extra cost to prepare new material. So, if you need to change any information, please tell us clearly by replying the order confirmation email. We will make changes without extra cost if you contact us in 24 hours after payment.


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