Returns & Exchanges

Retail customers

Our focus is on delivering high quality jewellery that we believe you’ll love in a life time. However, if for any reason you wish to return your jewellery for exchange or refund you may do so within 30 days of receipt. As long as the item is in “as new” condition and has not been worn, Coco & Elsa will accept it and replace your purchase with an alternative product of your choice (refunding or charging the difference), or return the amount paid in full.

Wholesale customers

We will exchange the pieces with quality issues only. we won’t accept returns.

How to Exchange or Return an Item

Please send us email for a return form, should you want to return any item, complete the return form and send it with the jewellery you are returning or exchanging. These items must be returned to us in the original packaging to protect against damage during transport.

We will exchange for an alternate item or size from our range, or credit the full amount back to the originating card/account for a full refund. Please allow for up to 5 working days for processing after the goods have been received back at Coco & Elsa.

Conditions

Returns must be made via tracked parcel delivery at the cost of the buyer to ensure the items are received.

• We inspect all returned items when they arrive to ensure they have not been used.
• Refunds will be in the original form of payment.
• Refunds on purchases made with a credit card will only be credited to the same card.
• Please allow up to 10 working days for the refunded amount to appear in your account.
• If the product is not found to be defective, the costs you incur to return the item will not be refunded.

Not Applicable

The following reasons are NOT covered by our 99 days return policy, and we are not liable for

these issues: 

• Items which have been resized, updated and/or repaired do not qualify.
• Products are exposed to corrosive substances, or chemicals. Exposure to harsh chemicals can alter  that appearance of your Getnamenecklace product. These chemicals include, but are not limited to, Liquid Silver Polish, Pools, Hot Tubs, and Spas. Oxidized silver are easily damaged.
• Products are damaged by misuse, mishandling, or poor maintenance.
• Silver pieces are given detail by oxidation, overtime, they may appear black. To remove this, please clean with the silver polishing cloth to return its original look.
• Any orders received after 99 days from the date of delivered
• Items that have been used and damaged within 99 days from the delivered date 

Cost for Exchange

Coco & Elsa will cover the cost of delivering the first exchanged item back to the purchaser. Shipping will then be at the purchaser’s expense both ways, for subsequent exchanges.

Cancellations

Should you wish to cancel an order before it ships please contact us immediately [email protected] .Please note that you couldn’t cancel or change your purchase once we ship out your order.

Once your order has been submitted we will immediately begin production on the personalized items. If you would like to cancel or change your purchase, it is free within 24 hours. Please note that on all cancelled or changed orders (after 24 hours) of personalized items there is a 30% restocking fee.