Refunds, Returns & Order Issues
At Coco & May, each piece is made or prepared with care. Because many of our items are personalised, made to order, or limited-run, we ask that you please choose carefully before purchasing.
Change of mind
We do not offer refunds for change of mind, incorrect choice, or if you simply no longer want the item.
We also do not offer refunds or exchanges for:
Personalised and custom orders
As our personalised items are made specifically for you, please double-check all spelling, names, dates, colours and order details before placing your order.
Once production has started, personalised or custom orders cannot be cancelled, changed, returned or refunded unless the item arrives faulty, damaged, or does not match your order.
Faulty, damaged or incorrect items
If your item arrives damaged, faulty, or you receive the wrong item, please contact us as soon as possible so we can make it right.
Please email us at info@cocoandmay.com within 7 days of delivery and include:
Depending on the issue, we may offer a replacement, repair, store credit, or refund in line with Australian Consumer Law. Under Australian consumer law, remedies depend on whether the problem is major or minor, and businesses cannot contract out of those rights.
Sale items
Sale items and clearance items are not eligible for change-of-mind returns or exchanges.
However, sale items are still covered by Australian Consumer Law where applicable. It is illegal to deny ACL rights just because an item was on sale.
Return shipping
If a return is approved for a faulty or incorrect item, we’ll let you know the next steps. In some cases, we may ask for the item to be returned before processing a replacement or refund.
If the return is due to our error or a fault, we will work with you on a suitable resolution.
Cancellations
Orders may only be cancelled before production has started. Once an item has entered production, especially for personalised pieces, cancellations are not guaranteed.
Need help?
If there’s an issue with your order, please contact us at info@cocoandmay.com and we’ll do our best to help.
