Products

Are out-of-stock items restocked?

Out-of-stock items are generally not restocked.

Will I receive the same product that I see in the photo?

Yes, except in the case of products which are hand crafted in which there may be slight differences in the final product.

Can I preorder items?

Unfortunately preorder is currently not available on Dearcocoli.com

How do I measure clothing?

Please refer to the following diagram on how to measure various parts of our clothing.

 

Orders

I placed an order, but never received a confirmation email.

If you do not receive an email from dearcocoli.com within hours of placing your order and it’s not in your Spam folder, the email address on file is most likely spelled incorrectly. Please contact our Customer Care via email or phone for assistance.

How do I cancel my order?

Please contact us immediately via email or call our Customer Care line within 24 hours of placing your order and we will do our best to cancel it. Again, we do work fast so we cannot guarantee your order will be cancelled.

Pricing

Despite our best efforts, on occasion it may be possible that a small number of the products in our range may be incorrectly priced on the website. If we have made a mistake and a product’s correct price is higher than the price on the website, we may either contact you before shipping to request whether you want to buy the product at the correct price or cancel your order. If a product’s correct price is lower than the stated price on the website, we will refund the difference and send you the product. Dearcocoli reserves the right to cancel orders if there has been an error in the prices paid.

 

Payments

What payment method can I use to make my purchase?

At the moment we only accept Paypal where you’ll be able to your bank balance, Visa or Mastercard.

Why might my credit card be refused?

Your credit card may be refused for any of the following reasons: The card may have expired; Check that your card is still valid. You may have reached your credit limit; Contact your bank to check that you have not exceeded the authorized purchase limit. You may have entered some information incorrectly; Check that you have filled in all the required fields correctly.

Is it safe to use my credit card on the website?

Yes, the data is transmitted SSL-encrypted. For payments with Visa and Mastercard only SET transactions (secure electronic transactions) are accepted. After verifying that the card is included in the SET system, the system will contact the card-issuing bank to enable the buyer to authorize the purchase. When the bank confirms the authenticity, the payment will be charged to the card. Otherwise the order will be cancelled.

 

Shipping

Where can I receive my order?

It can be sent to any address. Please note we cannot deliver to PO Boxes or Parcel Lockers. Delivery is made during normal business hours to residential or business addresses.

How long will my order take to arrive?

We provide a quick turnaround to all purchases. Generally your order should arrive on your doorstep within 7-10 business days.

Can I combine multiple orders to save cost of shipping?

Yes, we can hold your order until our next release. Please let us know ASAP (before 3pm Beijing time) once you have placed your order that you would like to wait until the next release. Once we’ve combined your orders, we’ll refund the shipping cost from one of the order back to your Paypal account.

What is the maximum number of orders from different releases can I combine to save shipping cost?

We will allow orders to be combined from (up to) three different releases.

Can I order items on Taobao's Dearcocoli shop and send it with orders from Dearcocoli.com?

Unfortunately due to high cost of international shipping, we are unable send orders from Taobao together with orders from Dearcocoli.com.

Are there any import duties to my country?

Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.

 

Returns Policy

How long do I have to return an item?

All return requests must be made within 1 week of receiving your item(s).

What is the return procedure?
    1. Please contact us at

contact@dearcocoli.com

    with your order number and item(s) you wish to return.
    We will prepare and send you an RMA form. Please include this form with the items you wish to return.
    Print the RMA form and send it with the items using your preferred courier. Please tell us the tracking number as sometimes our local EMS does not dispatch automatically and require us to follow up.
    Once we’ve received the items and we will inspect if the items are in original condition.
    We will refund via your Paypal account.
Do I have to pay anything to return my items?

The customer takes full liability for all postal charges, return shipment costs, customs charges and handling fees should they refuse to accept a parcel due to import duties or taxes.

How will I receive my refund?

Once the return has been approved, you will receive your refund via the same means used to make your purchase.

When will I receive my refund?

Once the return has been approved (the items have to be in perfect condition and internal labels must be intact) you will receive a confirmation email indicating that the refund will be paid into your account within a few days.