Informativa sui rimborsi

Thank you for shopping with Cocosbride. We want every customer to feel confident when purchasing women’s prom dresses, wedding dresses, bridesmaid dresses, wedding guest dresses, flower girl dresses, wedding accessories, and related fashion products from cocosbride.shop.

This Return & Refund Policy explains how returns, exchanges, cancellations, refunds, defective items, incorrect items, and order issues are handled. By placing an order on our website, you agree to this Return & Refund Policy.

For questions about returns or refunds, please contact us at:

Cocosbride
Website: cocosbride.shop
Email: info@cocosbride.shop
Address: Doormanlaan 4, 5694 EB Son en Breugel, Netherlands

1. General Return Policy

We accept eligible return requests within 14 days after the date your order is delivered.

To qualify for a return, the item must be:

• Unworn, unused, unwashed, and unaltered
• Free from stains, perfume, deodorant marks, makeup, pet hair, odors, damage, or signs of wear
• Returned with all original tags, labels, packaging, garment bags, protective covers, and accessories
• In the same condition as received
• Accompanied by proof of purchase, such as an order confirmation email or order number
• Approved by our customer service team before being shipped back

Returns sent without prior approval may not be accepted.

Because our products include special occasion dresses and wedding-related items, all returned products must pass inspection before a refund or exchange is approved.

2. Return Request Timeframe

You must contact us at info@cocosbride.shop within 14 days of delivery to request a return.

After your return request is approved, the item must be shipped back within 14 days from the date we approve the return request, unless a different timeframe is required by applicable law.

If you do not contact us within the return request period, or if the item is shipped back late without our approval, we may refuse the return.

3. How to Request a Return

To request a return, please email info@cocosbride.shop with the following information:

• Your full name
• Order number
• Email address used to place the order
• Product name
• Reason for return
• Clear photos of the item
• Clear photos of the packaging
• For damaged, defective, or incorrect items, clear photos showing the issue

Once we receive your request, we will review it and provide return instructions if the return is eligible.

Please do not send items back before receiving return instructions from us.

4. Return Shipping Address

Approved returns must be shipped according to the return instructions provided by our customer service team.

Our business contact address is:

Cocosbride
Doormanlaan 4, 5694 EB Son en Breugel, Netherlands

Depending on your location and the nature of the return, we may provide specific return instructions by email. Returns sent to the wrong address, sent without authorization, or sent without tracking may be delayed, refused, or not eligible for refund.

Customers are responsible for ensuring that return parcels are properly packaged and safely delivered.

5. Items Eligible for Return

The following items may be eligible for return if they meet all return conditions:

• Standard-size prom dresses
• Standard-size wedding dresses
• Standard-size bridesmaid dresses
• Standard-size wedding guest dresses
• Standard-size flower girl dresses
• Non-personalized wedding accessories
• Other standard products that are unused, undamaged, and returned in original condition

Eligibility is determined after review and inspection.

6. Items Not Eligible for Return

For hygiene, customization, event-use, and product protection reasons, the following items are not eligible for return unless they arrive damaged, defective, or incorrect:

• Custom-made dresses
• Made-to-measure dresses
• Personalized products
• Altered or modified items
• Items with customer-requested size, color, fabric, length, or design changes
• Dresses that have been worn, washed, damaged, stained, perfumed, altered, or used
• Items missing original tags, labels, packaging, garment bags, or accessories
• Final sale items
• Clearance items
• Gift cards
• Earrings, hair accessories, veils, gloves, belts, intimate accessories, or similar accessories if opened, worn, or removed from protective packaging
• Items purchased for one-time event use and returned after signs of use
• Items returned after the return period
• Items returned without prior approval
• Items damaged due to improper care, storage, washing, ironing, steaming, or handling

This does not affect your mandatory legal rights where applicable.

7. Custom, Made-to-Measure, and Personalized Orders

Custom-made, made-to-measure, and personalized items are produced according to customer specifications. These products may include, but are not limited to:

• Dresses made according to customer measurements
• Dresses with customer-requested color changes
• Dresses with customer-requested length changes
• Dresses with customer-requested design changes
• Products with personalized details
• Items specially prepared for a specific event, size, or customer request

Because these items are made specifically for the customer, they cannot be returned or refunded unless they arrive damaged, defective, or materially different from what was ordered.

If there is a problem with a custom or made-to-measure item, please contact us within 7 days of delivery at info@cocosbride.shop with clear photos and a detailed explanation.

8. Size and Fit Issues

We strongly recommend reviewing all size charts, product descriptions, and measurement instructions before placing an order.

For dresses and special occasion clothing, slight measurement differences may occur due to fabric type, design structure, manual measurement, or tailoring methods.

A size or fit issue may not qualify as a defect if:

• The item matches the size ordered
• The difference is within a reasonable tailoring or measurement tolerance
• Incorrect measurements were provided by the customer
• The customer selected the wrong size
• The customer expected a different fit without checking the size chart
• Body measurements changed after the order was placed
• The item requires normal minor tailoring for a better fit

If you are unsure about sizing before placing an order, please contact us at info@cocosbride.shop.

9. Color Differences

We make reasonable efforts to display product colors accurately. However, actual colors may vary slightly due to:

• Screen display settings
• Lighting conditions
• Photography effects
• Fabric texture
• Dye batches
• Device brightness and color calibration

Minor color differences are not considered defects. If you require a specific color for a wedding party, bridesmaid group, or event theme, please contact us before ordering.

10. Damaged, Defective, or Incorrect Items

Please inspect your order carefully upon delivery.

If you receive an item that is damaged, defective, or incorrect, contact us at info@cocosbride.shop within 7 days of delivery.

Your email must include:

• Order number
• Description of the issue
• Clear photos of the item
• Clear photos of the defect, damage, or incorrect product
• Clear photos of the packaging and shipping label

If we confirm that the item is defective, damaged, or incorrect due to our error, we may offer one of the following solutions:

• Replacement
• Exchange
• Repair or correction where appropriate
• Partial refund
• Full refund after return
• Other reasonable solution depending on the situation

Items damaged by customer use, improper handling, improper washing, alteration, storage, or event wear are not considered defective.

11. Lost, Delayed, or Missing Packages

If your package is delayed, please contact us so we can help check the shipment status.

If tracking shows that the package was delivered to the address provided at checkout, but you cannot locate it, please first check with:

• Household members
• Neighbors
• Building reception
• Local post office
• Delivery carrier
• Parcel locker or collection point

Cocosbride is not responsible for packages lost due to incorrect, incomplete, outdated, or undeliverable shipping information provided by the customer.

If a package is confirmed lost by the carrier and the loss was not caused by incorrect customer information, we will work with you to find a reasonable solution.

12. Incorrect Shipping Information

Customers are responsible for providing accurate and complete shipping information at checkout.

If an order cannot be delivered because the customer provided an incorrect or incomplete address, refused delivery, failed to collect the package, or did not respond to carrier delivery attempts, the customer may be responsible for:

• Reshipping fees
• Return shipping fees
• Carrier handling fees
• Customs or import charges
• Any non-refundable costs already incurred

Refunds may be reduced by costs caused by incorrect shipping information or failed delivery.

13. Order Cancellations

If you need to cancel an order, please contact us as soon as possible at info@cocosbride.shop.

Cancellation requests are not guaranteed.

13.1 Standard Orders

A standard order may be canceled if it has not yet been processed, packed, shipped, or transferred to fulfillment.

If the order has already been processed or shipped, it cannot be canceled. You may request a return after delivery if the item is eligible under this policy.

13.2 Custom or Made-to-Measure Orders

Custom-made, made-to-measure, or personalized orders may begin production shortly after payment confirmation.

Once production has started, cancellation may not be possible. If cancellation is approved after production has started, a partial cancellation fee may apply to cover fabric, labor, processing, and production costs already incurred.

13.3 Shipped Orders

Orders that have already been shipped cannot be canceled. Customers may request a return after delivery if the item qualifies for return.

14. Exchanges

We may offer exchanges for eligible items, depending on product availability.

Exchanges may be requested for:

• Different size
• Different color
• Replacement for damaged, defective, or incorrect item
• Another eligible product of equal or different value

Exchange requests must be made within 14 days of delivery.

If the replacement item costs more than the original item, the customer must pay the price difference. If the replacement item costs less, we may issue a partial refund or store credit, depending on the situation.

Customers are responsible for return shipping and reshipping costs for voluntary exchanges unless the exchange is due to our error or a confirmed defect.

15. Return Shipping Costs

Unless the return is due to our error, confirmed defect, or incorrect item, the customer is responsible for return shipping costs.

Return shipping costs are non-refundable.

We strongly recommend using a trackable shipping service. Cocosbride is not responsible for returned items that are lost, delayed, damaged, or misdelivered during return shipping.

If the return is approved due to our error, confirmed defect, or incorrect item, we will provide instructions for the return or replacement process.

16. Customs Duties, Taxes, and Import Fees

For international orders, customs duties, taxes, import fees, brokerage fees, and other local charges may be applied by your country or region.

These fees are not controlled by Cocosbride and are generally the responsibility of the customer unless otherwise required by law.

If a package is refused due to customs fees, import taxes, or local delivery requirements, the customer may be responsible for any return shipping fees, customs charges, handling fees, and non-refundable costs.

Refunds for refused international packages may be reduced by the costs incurred.

17. Refund Process

After we receive your approved return, we will inspect the item.

If the return is approved after inspection, we will issue a refund to the original payment method used at checkout.

Refund processing usually takes 5 to 10 business days after approval. Your bank, card issuer, or payment provider may require additional time to post the refund to your account.

We will notify you by email once your refund has been processed.

18. Refund Amount

Approved refunds may include the product price paid, minus any applicable non-refundable charges.

The following charges are generally non-refundable unless the return is due to our error or required by law:

• Original shipping fees
• Express shipping fees
• Return shipping fees
• Customs duties
• Import taxes
• Payment processing fees where non-refundable
• Gift wrapping fees
• Handling fees
• Additional service fees
• Alteration, customization, or made-to-measure fees
• Costs caused by incorrect customer information or failed delivery

If your order received free shipping, we reserve the right to deduct actual shipping costs from the refund where permitted by law, especially if the return is voluntary and not due to our error.

19. Partial Refunds

We may issue a partial refund if:

• The item is returned with missing packaging, tags, accessories, or garment bags
• The item shows minor signs of handling beyond normal inspection
• The item is returned late but accepted at our discretion
• The item has minor damage not caused by us
• The order included discounts, bundle pricing, or promotional offers
• Only part of the order is returned
• Non-refundable costs were incurred

Items that are worn, stained, damaged, washed, perfumed, altered, or unsuitable for resale may be refused and may not qualify for refund.

20. Late or Missing Refunds

If you have not received an approved refund after we notify you that it has been processed, please first check your bank account, card account, or payment provider account.

Then contact your credit card company, bank, or payment provider, as processing times may vary.

If you have completed these steps and still have not received your refund, please contact us at info@cocosbride.shop.

21. Store Credit

In some cases, we may offer store credit as an alternative to a refund.

Store credit may be offered for:

• Exchanges
• Late returns accepted at our discretion
• Promotional orders
• Certain special case resolutions
• Customer preference

Store credit cannot be exchanged for cash unless required by applicable law.

22. Gifts

If an item was marked as a gift and shipped directly to the gift recipient, we may issue store credit to the gift recipient after the approved return is received and inspected.

If the gift giver placed the order and paid for it directly, refunds will generally be issued to the original payment method used by the gift giver.

23. Final Sale and Promotional Items

Items marked as final sale, clearance, non-returnable, or special promotion cannot be returned or refunded unless they arrive damaged, defective, or incorrect.

Discounted items may be eligible for return only if they meet the conditions of this policy and are not marked as final sale.

24. Refused Returns

We reserve the right to refuse a return if:

• The return request is made after the allowed return period
• The item is returned without approval
• The item is worn, washed, altered, damaged, stained, perfumed, or used
• The item is missing tags, labels, packaging, garment bags, or accessories
• The product is custom-made, personalized, or made-to-measure
• The product is a non-returnable accessory for hygiene or event-use reasons
• The item does not match the product originally shipped
• The return package is damaged due to poor packaging
• The customer cannot provide proof of purchase
• The return appears fraudulent, abusive, or inconsistent with normal consumer use

If a return is refused, we may contact you to arrange reshipment of the item at your cost. If you do not respond within a reasonable time, the item may be handled according to applicable law.

25. European Union, EEA, and UK Consumer Rights

If you are located in the European Union, the European Economic Area, or the United Kingdom, you may have a legal right to cancel certain online purchases within 14 days after receiving the goods, unless an exception applies.

This legal right may not apply to:

• Custom-made goods
• Made-to-measure goods
• Personalized goods
• Goods made to customer specifications
• Sealed goods that are not suitable for return for health or hygiene reasons once unsealed
• Items that have been used, damaged, or altered beyond what is necessary to inspect them

To exercise your right of withdrawal where applicable, you must contact us at info@cocosbride.shop within the legal cancellation period.

If your withdrawal right applies, you must return the goods in original condition and within the required legal timeframe. You are responsible for return shipping costs unless otherwise required by law or unless the return is due to our error.

We will issue any legally required refund after receiving the returned goods or receiving valid proof of return shipment, in accordance with applicable law.

Nothing in this policy limits any mandatory consumer rights you may have under applicable EU, EEA, UK, Dutch, or other local consumer protection laws.

26. United States, Canada, Mexico, and Australia Customers

For customers located in the United States, Canada, Mexico, and Australia, returns and refunds are handled according to this policy and applicable consumer protection laws.

Nothing in this Return & Refund Policy is intended to exclude, restrict, or modify any rights that cannot legally be excluded, restricted, or modified under applicable consumer protection laws.

If a product is confirmed to be faulty, materially different from what was ordered, or not as described, we will provide an appropriate remedy as required by applicable law.

27. Chargebacks and Payment Disputes

If you have a problem with your order, please contact us at info@cocosbride.shop before opening a payment dispute or chargeback. We are committed to reviewing order issues and helping customers find a fair solution.

Opening a chargeback or payment dispute may delay the refund or resolution process because the payment provider may place the transaction under review.

We reserve the right to provide order records, tracking information, customer communications, delivery confirmation, and policy details to payment processors, banks, or dispute resolution providers.

28. Fraud Prevention and Abuse

We reserve the right to refuse returns, refunds, exchanges, or future orders if we reasonably believe there is fraud, policy abuse, repeated excessive returns, false claims, altered evidence, chargeback misuse, or other suspicious activity.

Fraudulent activity may be reported to payment processors, shipping carriers, fraud prevention services, or legal authorities where appropriate.

29. Contact Information

If you have questions about this Return & Refund Policy, need help with an order, or want to request a return, exchange, cancellation, or refund, please contact us at:

Cocosbride
Website: cocosbride.shop
Email: info@cocosbride.shop
Address: Doormanlaan 4, 5694 EB Son en Breugel, Netherlands

We aim to respond to customer service emails within 1 to 3 business days. Response times may be longer during weekends, holidays, peak wedding season, promotional periods, or high order volume.

30. Changes to This Policy

We may update this Return & Refund Policy from time to time to reflect changes in our products, services, legal requirements, payment methods, shipping arrangements, or business practices.

The updated policy will be posted on cocosbride.shop with a revised “Last Updated” date. The version posted on our website at the time of your purchase will generally apply to your order, unless otherwise required by law.