We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, please read below. 

To start a return, you can contact us at cocoluxecollective@outlook.com.  

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Returns Policy – Faulty or Damaged Items Only (Australia)

We are committed to ensuring our products meet the highest standards of quality. If you receive an item that is faulty, damaged, or not as described, we will gladly assist you in resolving the issue in accordance with the Australian Consumer Law.

✅ What is covered

We accept returns and offer remedies (such as a replacement, repair, or refund) for items that are:

• Faulty or defective

• Damaged during transit

• Significantly different from the description or sample shown

Please note: We do not offer returns, exchanges, or refunds for change of mind.

📝 How to request a return

If you believe your item is faulty or damaged, please contact us within 7 days of receiving your order.

Email us at cocoluxecollective@outlook.com with the following information:

• Your full name and order number

• A description of the issue

• Clear photos of the item and any damage or defect

🔁 What happens next

Once we review your request, we will contact you to confirm the next steps. Depending on the issue, we will offer:

• A replacement item (if available)

• A full refund to your original payment method

• A repair (if applicable)

In some cases, we may request that the item be returned to us for assessment. If so, we will provide you with a prepaid return shipping label.

📦 Packaging your return

If we ask you to return the item, please:

• Package it securely to avoid further damage in transit

• Include your order number and return authorisation in the parcel