Exchange & Return

Just as adults, children like looking nice. But, being comfortable in what they are wearing trumps everything else. This makes it ever so important to get the right size of clothing for them – a task which is sometimes challenging with such a wide range of sizing conventions across the world. This is why Kids Cocoon provides specific sizes of each garment in way of chest size and length to help you make the right decisions.

Nonetheless, once you receive your item, you may decide that you would prefer a different size, or you may have simply changed your mind about your purchase. We’d be happy to provide an exchange for a different size or credits if you would prefer to purchase a different item.

We also know how busy you are and this is why we provide a 15-day return period from the receipt of the item.

Find out more on how to get your exchange, returns and refunds done in these various situations:

Need a Different Size
You can exchange the garment for a different size. If there is no stock of the size you want, we will provide credits equivalent to the price of the garment for you to purchase a different item. You will need to bear the cost of all postage by registered mail.

Change of Mind
If you have changed your mind about your purchase, just return it to us in its original condition and we will give you credits equivalent to the price of the item. You can use the credits to purchase something else from the e-store. You will need to bear the cost of all postage by registered mail.

Please note that this return policy, ie, returning a product due to a change of mind, does not apply to toys.

Received the Wrong Item
If you have received an item that you had not ordered, we will arrange to send you the correct item. However, if it is out of stock, you have the choice of receiving credits equivalent to the purchase price of the item or a refund. Just send the item back to us via local registered post. We will bear the cost of all postage.

Damaged Item
All items are thoroughly checked for defects before they are despatched to customers. However, in the unfortunate event that you receive an item with a defect, please send us pictures of the defect, and return the item. We will send you a replacement. If there is no stock of the item, you have the choice of receiving credits to purchase another item; or a refund. We will bear the cost of all postage.

How do I return an item?
Just send us an email with the following information:

• Email Title: Return of (state Order Number)
• Item to be returned
• Reason for return
• Your name and telephone number
• If you would like to exchange the garment for another size, please state the size you require.
• If you have changed your mind about a purchase and prefer to purchase a different item, state the item that you would like to buy.
• If you have received the wrong item, tell us what you have received or send us a picture of the item.
• If the item is damaged, provide pictures of the defect.

We will ship your replacement item or issue your credits within 24 hours of receiving the returned item and postage cost, where applicable. Refunds will be processed within 2 weeks.

Criteria for Returns
While we have a policy that makes it easy for customers to exchange or return their purchases, the following criteria ensure that the policy is a fair one.

• An exchange, issue of credits or refund is possible only once for each returned item.

• Items returned must be in their original condition and original packaging with all tags attached. They must also be accompanied by their sales receipts. Returns will not be accepted if they are in an unsuitable condition such as being worn, washed, soiled or damaged. In such situations, the return will not be accepted and you will not receive an exchange, credits or a refund.

• We cannot take responsibility for loss of, or damage to, items sent back to us. Thus, it is important that you package the item well and send it back by registered mail. We reserve the right to refuse an exchange, provision of credits and a refund if an item is returned to us in an unsuitable condition.

• Additional charges incurred for the return of items, ie over and above the cost of registered mail, will be borne by the customer.

• The returns policy applies for toys only in situations of damage or if the wrong item was sent. It does not apply for toys for the reason of a change in mind in making the purchase.

This table summarises our Returns Policy: