Refund Policy

Shipping & Tracking Cocoelisa produce items locally as well as partner with global merchants and artisans in order to provide you the best prices and the most interesting products. This means that your order is shipped from global areas such as Canada, USA, Singapore, China and Hong Kong. Please bear in mind that items can sometimes be shipped in separate parcels and arrive on different dates due to being dispatched from multiple warehouses. 

 

We offer FREE SHIPPING WORLDWIDE on orders over 30$ & all orders are shipped with tracking, which will be provided with your shipping notification email once the order is processed. However, please note that the tracking number sometimes do not update right away and tracking to certain countries only update upon arrival within the country.  Make sure you are using the correct tracking website which is www.17track.net/en.

 

Usually, we process your orders within 3-5 business days and delivery take 12-20 days for most orders within the U.S. However, shipping times also depend on what you purchased/where you live! Due to extremely high demand, the distance between countries, slow postal services, and shipping delays it can sometimes take up to 7 business days to process your order and up to 2 months for your delivery to arrive. You can contact us or email support@cocoelisa.com for specific shipping times.    


Multiple Packages 

We send the items out as fast as we can and from multiple warehouses, which is why you may receive multiple packages for your order since one item was ready before the other! Do not worry, your other items are on it's way.    


Will this item get here before _________?  

If you plan to give one of our items as a holiday or occasional gift, we do not recommend buying the items during the month when the holiday is happening. There is a risk of the item not arriving there on time. We are not held responsible for items that do not arrive before specified dates. Any orders made AFTER November 15th have no promise to arrive on time for Christmas due to the long delays at the post office this time of the year!   


Return Policy, Customs and Lost Products 

Cocoelisa offers a flexible return and refund policy. Please understand that we do not accept returns or exchange without prior return authorization. Therefore if you need to return your order for some reason, please contact our Customer Service staff first to confirm. Once you are authorized to return the item(s), please follow all of the instructions provided. Several types of goods are exempt from being returned. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. We also do not accept products that are intimate or sanitary goods.  To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.

 

Custom fees encountered during international import are not our responsibility. The buyer is responsible for shipping fees and any return fees if our shipment is denied or delivered due to incorrect address.  However, we will re-ship orders that have been returned to us if they are undeliverable to the correct address. Customer satisfaction is our priority. In the rare event that your shipment does not arrive or is faulty upon arrival, please contact us and we will endeavour to help you. 

 

If for any other reason you are not satisfied with your purchase, simply email us to start the return process within 7 days of receiving the package and we will process your refund or exchange! You will be responsible for any postal fees & all items for returns and exchanges must be in new condition and are inspected upon arrival. 

 


Refunds (if applicable)


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your 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 a certain amount of days.



Late or missing refunds (if applicable)


If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@cocoelisa.com.


Sale items (if applicable)


Only regular priced items may be refunded, unfortunately sale items and shipping fee cannot be refunded.