Returns & Exchanges

1. Online Domestic Orders Return Policy : 

All online qualifying products can be returned within 7 days of shipping delivery date and will be refunded via your original payment method.

  1. All Full priced /Non- Sale items are qualified for refunds .
  2. All Sale items & Handbags are Exchangeble in store only, not refundable.
  3. Marked Final Sale items and Gift cards /jewelry/ jackets/shoe accessories  are non refundable/non exchangeable.
  4. Refunds will be credited back to the original method of payment. For orders paid by PayPal, if you use our mail return option, your PayPal account will be credited. If you go to a store location, please note that our stores cannot credit your PayPal account and the refund amount will be issued as a store credit.
  5. Shipping charges are non-refundable.
  6. Items availability and prices are subjected to change without notice. 
  7. Customer is responsible for shipping fees incurred in the return process.
  8. After 7 days, items can be returned for an in-store merchandise credit or it can be exchanged up to 3 weeks in person, In-store only. 
  9. All Special Orders /Special Shipping upon request are non refundable and cannot be returned .
  10. International Orders are non returnable.

2. IN-STORE Exchanges for Online Purchases:

  • If you wish to exchange in-store, please fill out Return Form and request an RA#.
  • Exchanges are granted up to 3 weeks from delivery date.
  • Not all locations carry the same items that is online , so If you need a size exchanged etc, email us so we can advise you if that size is in stock etc before returning or exchanging to a particular location.
  • Then simply take the item back to the store and exchange for another item, show them the Ra# and they will assist you with the exchange. Any difference in price for the exchanged item that is owing will be issued as an in-store credit only.

3. How to do a Return: 

**COVID PROCEDURES :We are unable to accept mailed in returns during the  grey-lockdown period in Ontario due to the  Covid 19  since we have limited access to the warehouse/stores,***

If you need to do a mailed in return during the lockdown period please fill out return form within 7 days of receipt of item to get an RA#  and once the lockdown period is over we will accept the mailed in return if its unused/ with original packaging. 

  • Online In-Store Returns:  Please fill out our return form, within 7 days of receiving your shoes to request an RA#, detail your reason for return and send a picture of your unused/ unaltered item Once you are issued an RA# online, print out the confirmation RA# and you can take the unused item back to the store and they will process your credit card refund via your same credit card used to make original payment. Refunds may take 5-10 business days to show up in your account. All PayPal and Google Pay refunds or exchanges received in-store will be returned for an in-store credit  which can be used in-store only.
  • Mailed IN Returns: If you choose to ship the order back to our warehouse, you are responsible for the shipping cost. Shipping costs are non refundable. Please use a trackable carrier to mail your item back, we will not refund/ replace  lost packages in the mail. Please fill out our return form within 7 days of recieving your shoes Please note that your package is subject to being declined if the shoe box & Shoes are used and is returned in unresellable condition. Items returned without a RA# will not be refunded or returned.Once our warehouse receives and approves the return, your request will be processed for a refund via your orignal method of payment. Refunds take 5-10 business days to show up on your  Banking institution statement.

4. Out of Stock Item/Back Orders:

If you ordered an item online  and upon processing we are unable to fullfill that item , we will email you a cancellation notification and issue  a full refund for that particular item, if the item is being restocked shortly (2-3 weeks) we will notify you about this and we will give you the option of back ordering that item and shipping it out to you as soom as it arrives. Please note Refunds take 5-10 business days to show up on your  Banking institution statement, and will be returned via your original  method of payment.

5. Defective Merchandise: 

Items  with a sales  receipt that is suspected to be defective within 3 months of purchase, will be inspected and if deemed so by a Coco Shoes sales representative upon inspection, it will be exchanged or sent out for repair . Exchanges only for another pair of the same /or similar instock item. Any final sale item is sold as is and cannot be exchanged for defect. Defective merchandise does not include damages due to noticeable signs of regular wear and tear such as knicks and scratches,highheel cap replacements, bends, after use discolorations, ornamental rhinestones missings due to wear negligence,and  misuse.
  • For in-store purchases,please bring the merchandise in question along with receipt of purchase back to the store for exchange or repair. 
  • For online purchases, firstly please email cocoshoescanada@gmail.com, include pictures of the item and your order/invoice number.

6. IN-STORE Exchange Policy : 

Customers have 3 weeks  for an exchange or in-store credit valid for 1 year from date of receipt. Please bring original receipt for the item(s) you wish to return for an exchange or issued a store credit. All items must be in their original state along with their original packaging. Store credit cannot be used online, only applicable to future purchases in-store at the location issued .

We do not offer refunds for purchases made in-store. 

Process returns /exchanges :

1.Fill out Return Form :

2. You  will get an RA # attach or print  a copy of this and:

  • then return/exchange  item at a nearby location
  • use a trackable carrier and and mail purchase back to :

Cocoshoes Attn: Returns 

25 Peel Center Drive Unit 250A

Brampton On ,L6T 3R5

Canada

All refunds and exchanges are subject to approval and must meet the requirements outlined in our return policy. We reserve the right to deny a refund or exchange if it does not meet the conditions of our return policy