Refund and Returns Policy

At Cocomecy Store, we strive to ensure your complete satisfaction with our handmade charm products. If you receive a defective item or an item that does not match your order, please reach out to us for assistance.

Conditions for Refund or Reprint
We will refund or reprint your order at no cost in the following cases:

  • The product itself is flawed.
  • There is a design error: the design does not match what is provided on our site.
  • The product information (type, size) does not match your order.

How to Request a Refund
To initiate a refund request, please contact us within 14 days of receiving your items. Send an email to [email protected] with the following information:

  • Your order/invoice ID
  • A photo of the item you received if it is incorrect or damaged

Once we evaluate your request, refunds will be processed within 1-3 business days. If approved, the refund should arrive within 2-3 business days.

Returns
If you receive a wrong or defective item, you do not need to return it to us. We will issue a refund, which should arrive within 2-3 business days.

Please Note: We do not process refunds, reprints, or returns in the following cases:

  • Your order did not arrive due to issues within your control (e.g., providing the wrong shipping address, not being home to receive the delivery).
  • Your order did not arrive due to exceptional circumstances beyond our control (e.g., customs delays, natural disasters, marked as “delivered” in tracking).
  • The item is as described.

Cancellation Policy
Customers have 24 hours to request a cancellation after making a purchase. Please be aware that a management, processing, and transaction fee of 10% of your total order value will apply for cancellations. After this period, the item will be produced, and we will be unable to assist further.

Refund Timing

  • For PayPal accounts: refunds typically process within 48 hours.
  • For credit card accounts: refunds may take 10-14 business days, depending on your card-issuing bank.

Exchanges
We do not offer exchanges or returns for size issues unless we sent the wrong size. For printing problems or other issues, please contact us first for guidance. Do not return items unless authorized to do so.

Late or Missing Refunds
If you haven’t received your refund yet:

  1. Check your bank account again.
  2. Contact your credit card company; it may take some time for the refund to be officially posted.
  3. Reach out to your bank, as there is often processing time before a refund appears.
  4. If you’ve followed these steps and still haven’t received your refund, please contact us at [email protected].

Thank you for shopping with Cocomecy Store! We appreciate your support and are here to assist you with any concerns.