At COCOMELODY, we value customer satisfaction and want you to be happy with your purchase. If you encounter any issues with our items, please contact us within 90 days of receiving them. Our dedicated team is here to assist you.
Please be aware that the color settings of your computer screen can affect the dress color displayed on our site. To help you make an informed decision, we recommend ordering our swatches (with free shipping).
Sizing may vary from company to company. To determine the best fit, please refer to our handy size chart, which is also available on every dress's page.
Strategic Product Outsourcing: At COCOMELODY, we're dedicated to giving our customers the greatest possible experience. To expand our product line, in addition to our own unique creations, we also collaborate with a few reliable manufacturers and independent designers. By collaborating directly with them, we cut out the middleman and reduce costs, making our products more cost-effective for you. However, before making a purchase, please read the manufacturers' and designers' policies listed below, as they may differ.
●Submit a Return Request: Contact our Customer Service within 90 days of receiving your order to initiate the return process. Please provide the reason for the return and include photographs for verification.
●Send the Item(s) to Our Warehouse: Once your return request is approved, ship the item(s) back to our warehouse in Asia using a trackable local post. Please make sure to send it within 7 days of receiving the return confirmation.
●Inspection of Returned Package: Upon receiving the returned package, we will inspect the item(s) to ensure they are in their original condition and match the issues stated in the return request.
●Refund Process:
Refund Process for Returns within 14 Days: After the inspection is complete and the return is confirmed, we will initiate the refund process. The refund will be credited back to your original payment method within 10 - 15 business days, or can be issued as a Cocomelody gift card. Members of our Beloved Rewards program have the option to receive their refund as points, which can be used toward future purchases and exclusive perks. The processing time may vary depending on your payment method and bank.
Refund Process for Returns after 14 Days but within 90 Days: If your return is processed after 14 days but within 90 days of receiving the item, the refund will not be credited to your original payment method. Instead, you will receive the refund as a Cocomelody gift card or, if you're a member of our Beloved Rewards program, as points that can be used toward future purchases and exclusive perks. The refund value will be the same as the confirmed refund amount.
Note:
● Please Contact Us for returns. Returns made without prior discussion and authorization will not be accepted.
● We reserve the right to refuse the return if it is received in an unacceptable condition. The item must be unworn, unwashed, unaltered, clean, free of lint and hair, undamaged, and in its original packaging with all tags attached.
● We are not liable for returned items that are lost or damaged; please keep the receipt with tracking information.
● For Beloved Rewards Members:
If you return an item, the points earned from that purchase will be deducted from your account. If a redeemed coupon was used on the returned item, the coupon will not be refunded or reinstated.
● Returns beyond 90 days from the date of receiving the item are not eligible for a refund.
The following Standard-Size Dresses are returnable (exclusions apply). While we accept standard-size dresses (except clearance, final sale dresses, and certain designer collections) back within the designated window, we charge a restocking fee for returns, as we specialize in newly made-to-order dresses and not inventory sales. Please note that shipping, return shipping fees, tax, and any rush fees are non-refundable. When we receive and process the return in our warehouse, you will receive a refund for your order, minus the shipping cost, restocking fee, tax or any rush fees. If a free shipping promotion was applied to your order, the shipping cost will still be deducted from the refund issued.
Wedding Dresses & Wedding Jumpsuits
●There is a 30% restocking fee from the original dress price (excluding shipping and tax) for returns.
●Wedding dresses marked as clearance are final sales. No returns or exchanges for any reason.
●All Faves & Bliss and Faves & Bliss Formal items are final sales. No returns or exchanges for any reason.
The alteration package is valid within one year of purchase, after which it will be automatically invalid. Once the alteration package is purchased, only 50% of the amount can be refunded if you want a refund since it's a special price for a pre-paid alteration package.
Bridesmaid Dresses & Other Bridal Party Dresses
●There is a 20% restocking fee from the original dress price (excluding shipping and tax) for returns.
●Those bridesmaid dresses and all other bridal party dresses, including mother of the bride dresses, flower girl dresses, etc., that are marked as clearance are final sales. No returns or exchanges for any reason.
If you choose to be refunded in COCOMELODY Online Credit, you will receive an additional $5-$40 in COCOMELODY Online Credit once your refund has been processed! This does not apply to later returns. Limited to one bonus credit per order.
As all items (including standard sizes) are made-to-order, we cannot afford to the ‘buy-many-keep-one’ purchases. Our customer service team may cancel an order believed to have been made with that intention, and we will not accept the return either. Please consider before ordering to avoid the waste of returned items.
The following items (and any others marked as non-returnable) are non-returnable:
All Customized Orders
Customized orders (either in custom color, custom size, or custom style) are newly made to order according to your requirements, so we cannot accept any returns on customized orders. Customized orders cannot be returned for any reason. Customized orders are final sales. So sorry, love!
While we made the dress according to your measurements, it is only the basic custom sizing; another alteration will be necessary to get the dress to fit like a glove. To provide additional assistance, we offer a limited alteration reimbursement for only our custom-size orders. You must contact us within 14 days upon receiving the dress(es), and we will do the rest! Yes, it is very easy! See the details below (in USD):
· Bridesmaid Dresses: reimbursement limit the custom-made fee.
· Wedding Dresses (dress payment excluding custom-made fee and alteration fee):
Dress $200 or less - reimbursement limit $49.
Dress $200 - $400 - reimbursement limit $69.
Dress above $400 - reimbursement limit $89.
We strive for efficient delivery of your dream gown. If you opt for no signature on delivery, you accept responsibility for any loss during transit. We encourage signatures upon receipt for added security.
All Accessories
Accessories (like ties, gloves, squares, vests, headpieces, jewelry, veils, wraps/jackets, shoes,T-shirts, wedding packing bags, Robes,lining,etc.), Intimate items (including corsets, petticoats, shorts, garters, etc.), and all fabric swatches, and Clearance items are final sales. No returns or exchanges for any reason.
Final Sale Items
All items marked as clearance, accessories (like ties, squares, vests, bolero jackets,headpieces, jewelry, veils, shoes, flower girl dresses, etc.), Intimate items (including corsets, petticoats, shorts, garters, etc.) and all fabric swatches are final sales. No returns or exchanges for any reason.
Certain Designer Collections
All Faves & Bliss and Faves & Bliss Formal items are final sales. No returns or exchanges for any reason.
Gift Cards
Gift Cards are final sale items and are non-refundable.
Other
Exchanges, Returns, and Refunds are not accepted for certain products in Wedding Guest Dresses, Mother Of The Bride Dresses, and Bridesmaid Dresses. Please read the Note in the product description carefully before ordering.
Items purchased during a "Buy X, Get Y offer" are viewed as groups. "Buy X, Get Y" generally applies to the lower-priced item(s) in the group, making the lower-priced item discounted or free. If a return or refund is necessary, each item in the group has a new, different value based on the discount for all the grouped items.
For instance, you purchased a wedding dress worth $600 and got a free bridesmaid dress worth $150. The original total value was supposed to be $750, while the full price you paid was $600 USD, which means the discount for the original order was 20% off. Therefore, the wedding dress price you actually paid was 600* 80% = $480. The bridesmaid you paid was 150*80% =120 USD.
Returning any of the items from a "Buy X, Get Y" offer will refund the discounted value after deducting the restocking fee and other fees.
The TBD option is a great way to lock the sale & style. For TBD order policy details, please check Here.
At this time, we do not offer an exchange service for any products. Since all our items are made-to-order, we don't have ready-made dresses or products for direct exchange. If you wish to replace an item, please return the unwanted product (as per the return policy) and place a new order for the replacement. Please note that we can accept a "return and reorder" once only. Before ordering the replacement, kindly review the color, size, and other details. If you need any assistance, feel free to contact us.
Please note that any promotional pricing or discounts applied to the original order will not be applicable to a new order.
Our order and shipping systems are designed for quick and efficient processing of your orders. It's vital to understand that all our dresses are made-to-order, and the tailoring process begins immediately upon placing your order.
If you wish to cancel or make changes to your order, kindly inform us within 24 hours of its placement. Feel free to reach out to us with your specific requests, and we'll do our best to accommodate them. Please keep in mind that certain changes may entail corresponding fees.
For detailed information on our cancellation policy, kindly refer to the section below:
●Orders canceled within 24 hours of payment confirmation will be eligible for a partial refund, consisting of the full shipping cost and 90% of the product purchase price.
●Orders canceled within 24 to 72 hours of payment confirmation will be eligible for a partial refund consisting of the full shipping cost and 70% of the product purchase price.
●Orders canceled within 72 to 120 hours of payment confirmation will be eligible for a partial refund consisting of the full shipping cost and 40%-60% of the product purchase price.
●Orders canceled beyond 120 hours after payment confirmation will be eligible for a partial refund consisting of the full shipping cost and 30% of the product purchase price.
●Once the order has been shipped, cancellation is not allowed.
Installment transaction service charges (5.5% for Afterpay Transactions, 6% for Sezzle Transactions, and 5% for Affirm Transactions) will be deducted from the refund. Additionally, for transactions outside of the USA, PayPal charges a 5.5% transaction fee for returns and cancellations, which will also be deducted from the refund.
Thank you so much for choosing COCOMELODY for your special day! We're truly honored and thrilled that you've shown interest in our products. If you have any more questions or need assistance, please don't hesitate to reach out. We're here to help and make your experience with us amazing!
You might like
