Wrong shade, variant, quantity, preference or an unwanted item.
Returns, Refunds & Order Issues
COCOMO Help Centre
Returns, Refunds & Order Issues
Clear guidance on final-sale purchases, order changes and what to do if an item is incorrect, missing, defective or damaged in transit.
All sales are finalNo change-of-mind or preference-based returns.
24-hour order-issue windowIncorrect, missing or defective items require evidence.
48-hour parcel-damage windowCourier investigations may take up to 30 calendar days.
Policy at a glance
Understand what may qualify before contacting us
All genuine order issues are reviewed carefully. Eligibility depends on the reason, reporting deadline and evidence provided.
Report within 24 hours with the required evidence.
Report within 48 hours; investigation may take up to 30 days.
Strictly non-returnable and non-exchangeable for hygiene and safety.
Before fulfilment
Orders & Final-Sale Terms
What is COCOMO's return and refund policy?
All sales are final for change-of-mind purchases, ordering mistakes, product preference or suitability concerns.
Verified incorrect, defective, missing or courier-damaged items will be reviewed according to the reporting deadlines on this page. The appropriate resolution will be provided after the issue and supporting evidence have been verified.
Can I change or cancel my order after placing it?
Confirmed orders cannot be amended, including changes to products, variants, quantities or promotional selections.
Cancellation may only be requested while the order remains unfulfilled and is subject to a 15% cancellation fee. Once an order has been fulfilled or handed over for dispatch, it cannot be cancelled.
What if I ordered the wrong product or changed my mind?
Returns, refunds and exchanges are not available when:
- The wrong product, shade, size, variant or quantity was selected.
- The customer changes their mind or no longer wants the item.
- A promotion, voucher or discount was not selected correctly.
- The colour, scent, texture, finish or other personal preference is unsuitable.
Before paying: review your cart, contact information and delivery address carefully.
Can I return an unopened product?
No. An unopened product does not automatically qualify for a return or refund when the reason is change of mind, an ordering mistake or personal preference.
Do not send products back without written approval and return instructions from COCOMO. Unauthorised returns may not be accepted.
When something is wrong
Incorrect, Missing & Defective Items
What happens if COCOMO sends me the wrong item?
Contact us within 24 hours of delivery with your order number, a clear photograph of the item received, and photographs of the parcel and shipping label.
Do not open or use the incorrect item. Once the fulfilment error is verified, COCOMO will arrange a one-to-one exchange at the original delivery address at no additional cost.
What should I do if an item is defective?
Contact us within 24 hours of delivery with your order number and clear photo or video evidence demonstrating the defect.
Retain the product, original packaging, shipping label and parcel packaging while the case is reviewed. Do not dispose of or return anything unless instructed by COCOMO.
Each case is assessed individually, and a resolution can only be confirmed after the reported defect has been verified.
What if an item is missing from my parcel?
Contact us as soon as possible, preferably within 24 hours of delivery. Include your order number, photographs of the parcel, shipping label and every item received. An unboxing video may also help us investigate the packing discrepancy.
Our team will review the order and available fulfilment records before advising on the next step.
Evidence & investigation
Parcel Damage & Claims
What if my parcel arrives damaged?
Contact COCOMO within 48 hours of delivery and provide complete photo and video evidence showing the outer parcel, shipping label, internal packaging, every damaged product and the parcel's condition when received.
COCOMO will initiate a formal claim with the courier. Courier investigations may take up to 30 calendar days. Any approved replacement, compensation or redelivery can only be processed after the investigation has concluded.
What information should I provide when reporting a problem?
Order details
Your COCOMO order number and a short explanation.
Your COCOMO order number and a short explanation.
Product evidence
Clear photographs or video showing the issue.
Clear photographs or video showing the issue.
Parcel evidence
Outer packaging, internal packaging and shipping label.
Outer packaging, internal packaging and shipping label.
Complete first message
Include everything together to avoid review delays.
Include everything together to avoid review delays.
Incomplete evidence may delay the review process. Keep all products and packaging until the case has been concluded.
What happens after I submit an order-issue report?
- COCOMO checks the order details and submitted evidence.
- The team may request additional photographs, video or packaging information.
- Fulfilment errors are verified internally; transit-damage cases are referred to the courier.
- The available resolution is confirmed after the relevant review or investigation is complete.
Purchase with confidence
Product Suitability & Non-Returnable Items
Can I try a product before buying it?
COCOMO is an online store and does not provide product testers, trials or samples unless a sample is specifically included in an advertised promotion.
Review the product description, ingredients, directions, size, shade and suitability information before purchasing.
What if a product is unsuitable for my skin or I experience sensitivity?
Individual results and product suitability vary. A reaction, sensitivity, dislike of the texture or dissatisfaction with personal results does not automatically mean that the product is defective.
Customers are responsible for reviewing the ingredient list and product information before purchasing, particularly when they have known allergies or sensitivities.
Are food, supplements and ingestible products returnable?
No. For hygiene and safety reasons, food, supplements, drinks, meal replacements and other ingestible products are strictly non-returnable and non-exchangeable.
Have an eligible order issue?