FAQ'S

FAQS

1. HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?

You will receive your order within 2-5 business days Australia wide.

Once order has been processed and you receive your tracking number via the website delivery is guaranteed to occur the next business day 'only within the Express Post network' which you can view online at austpost.com.au

2. WHAT IS THE DELIVERY TIME FOR INTERNATIONAL ORDERS?

We ship worldwide via Australia Post. Shipping takes 5-15 business days depending on your location.

3. WHAT SHOULD I DO IF I DIDN’T RECEIVE AN ORDER CONFIRMATION EMAIL?

If you have not received confirmation after the payment is approved check your junk mail inbox, sometimes an automatic email can be recognized as junk mail. 

4. ARE COCOMAE SIZES STANDARD?

COCOMAE sizing is standard and more often true to size. However, some items vary depending on the label, for information regarding the fit of items refer to the descriptions located under the name of each item. Australian & specific labels sizing charts are located on the bottom of our website.

5. CAN I RETURN MY ITEM? HOW DO I RETURN MY ITEM? WHAT ARE THE RETURN POLICIES?

We will offer a credit note to equal value or happily exchange your item for another size in the same style. We don't exchange for change of mind. Please refer the the NSW Fair Trading for our standard policy on refunds. 

RETURNS CONDITIONS:

  1. Returns must be made within 7 days of your estimated delivery date. For international customers, we offer a 10 day return period. All parcels must be returned via Express Post Tracking Post ONLY. You must provide COCOMAE with this tracking number, if we dont receive this we are not held accountable for your return. 
  2. You must email orders@cocomae.com.au to advise why you are returning your item. If return complies with returns policy you will be given you a return code for your parcel.
  3.  Send parcel to RETURNS COCOMAE PTY PO BOX 68 CONISTON NSW AUSTRALIA 2500
  4. We are happy to offer an exchange for different size or credit note on all full price items, less postage costs.
  5. Credit note will last 6 months from the date of issue.
  6. Swimwear, make-up, tan, jewellery & items in the ‘SALE’ section are not able to be returned.
  7. Returns must be received in original condition – unworn, unwashed, with all tags attached. COCOMAE reserves the rights to reject any items if they smell of perfume, have makeup or tan marks.
  8. We are unable to credit original shipping costs unless the item was faulty.
  9. If you receive a item that is faulty you must contact orders@cocomae.com.au within 3 days of receiving the item.
  10. Returns are processed within 3 business days of receiving your item/s. Payment will be via EFT.

8. DO I HAVE TO PAY FOR POSTAGE IF I RETURN MY ITEM?

Yes you will have to cover the postage cost to return any garments to us. Exceptions will be granted if COCOMAE is at fault, for example for any faulty garments or dispatch errors. This will need to be negotiated you must email orders@cocomae.com.au 

9. WHAT IS A PRE ORDER?

A Pre Order is the term used when an item is currently out of stock, but will arrive back in stock within a certain timeframe. OR new stock arriving soon which you can Pre Order to avoid missing out.

10. HOW DO I CONTACT COCOMAE HEAD OFFICE?

To contact COCOMAE email orders@cocomae.com.au

xo