Refund & Return Policy

Our policy lasts 14 days. If 14 days have gone by since you receive your package (according to the tracking number), unfortunately we can’t offer you a refund or exchange.

Below are listed all the possible scenarios to be eligible for a refund or an exchange.

 

Cancellation after order (within 24 hours)

It may happen that you change your mind. If this happens within 24 hours, we will refund you immediately. All our orders are processed after 24 hours, as we carefully process all requests to avoid errors and changes of mind on the part of customers.

Once this period has expired and the order has been processed, we are of course unable to refund until the product has been received and returned to the address we will provide.

To cancel your order within 24 hours of placing it, please send us an email at info@mycocoskin.co.uk saying you want to cancel your order and get a refund.

Your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 business days.

 

Cancellation after order (after 24 hours)

Once the 24 hour period has expired and the order has been processed, we will of course be unable to issue a refund until the product has been received and returned to the address we provide.

If you wish to cancel your order more than 24 hours after payment has been made, please email us at info@mycocoskin.co.uk. We will then provide you with a return address.

Please note that in this case, you will be responsible for the return shipping costs.

You are only eligible for a refund if the product is returned to us in the condition in which we sent it to you.

Once your refund has been approved, a credit will automatically be applied to your credit card or original method of payment, within 5 business days.

 

Defective items

Despite quality control before shipping, it is possible that a product may fall through or be damaged in transit. If this is the case and your item arrives damaged, please send us an email explaining why the product is not working to info@mycocoskin.co.uk (if relevant, please include a photo of the damage).

Following the reception of this email, we will communicate a return address for you to ship back the product.

It is important to be patient, as the package is always inspected upon return for a refund/exchange. Only after the product has been inspected will we decide whether or not you will receive a refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 business days.

 

Item damaged

Our products are sent by logistics companies and it is possible that, in rare cases, they may suffer from damage in transit.

If this is the case and your product arrives broken or unusable, you can contact us for an exchange or refund.

Please email us at info@mycocoskin.co.uk with a picture of the broken product and whether you would like a refund or a new item. Following this email, we will send you a return address for the item.

It is important to be patient, as the package is always inspected upon return for a refund/exchange. Only after the product has been inspected will we decide whether or not you will receive a refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 business days.

 

Wrong product

In very rare cases, it may happen that a human error occurs in our shipping team and the wrong product is shipped to you.

Should this happen, please send us a picture of the product received to info@mycocoskin.co.uk so that we can check and send you the correct product.

Following this email, we will send you a return address for the item.

 

Item never arrived

If your product has not arrived within 12 days of placing your order, please contact us so that we can check what happened with the tracking number.

If the product was returned to sender because your mailbox could not be identified or you put an incorrect address at checkout, we will ask you to provide us with a new address so that we can reship.

If you have not received the parcel because there was an unsuccessful delivery attempt, we will redirect you to the Royal Mail website so that you can arrange a second delivery attempt.

If the parcel has been returned to sender as unclaimed within the time limit, please provide us with the correct address so that we can arrange a second delivery.

 

Product exchange

It is possible to exchange a product, but this only happens if the delivered product is damaged. In this case, you can have the product replaced by an identical one by contacting us via info@mycocoskin.co.uk.

Please refer to the paragraphs defective items and item damaged for more information on the exchange procedure.

 

Return shipping costs

If the return of the product has been validated by one of our employees and if it complies with one of the above-mentioned cases (except the order cancellation after 24 hours), we will cover the shipping costs.

To be refunded, please send us the receipt of the amount paid to return the item. This amount will then be added to your refund.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

 

General notes

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

Items on sale are refunded at the price of the sale period and not at the normal rate.