FAQ
We're here to help you babe but if you can't find what you're looking for here then email us at hello@cochula.com or via our enquiry form on the contact page. Alternatively you can DM us too via our social channels.
Where are you located and do you have a store I can visit?
Our head office/warehouse is based in Sydney, Australia but we operate exclusively online, shipping to and dressing babes worldwide. Because we are online only there is no physical store you can come and try on clothes but not to worry we offer fast shipping so you can try your outfits on in no time in the comfort of your own home and easy returns for when something is not quite right. Our clothes are generally true to size, please see our size guide and remember... you can always contact us if you need help.
How can I contact you?
If you have an enquiry or need assistance please either send us an email hello@cochula.com
or contact us via our online enquiry form
HERE.
You can DM us too via our social channels.
Do you ship internationally?
Yes! We ship to most countries. If you don't see your country listed or need help checking out please email us hello@cochula.com
How do I return an item?
To return your item you will need to download our returns form which can be found on our
Returns Page
along with further information. Please ensure you fully understand the conditions of a return. For faulty items please email us PRIOR to shipping your return.
Our returns address is:
Cochula
PO BOX 1101,
Meadowbank NSW 2114
Australia
Our returns address is:
Cochula
PO BOX 1101,
Meadowbank NSW 2114
Australia
Can I exchange my item?
While we don’t offer exchanges we do offer a store credit for returns. Please see our
Returns Policy
for more information.
The fastest way to ensure you get what you want is to return the item you have and make a separate purchase for the new item to avoid it selling out.
The fastest way to ensure you get what you want is to return the item you have and make a separate purchase for the new item to avoid it selling out.
Can I get a refund?
Refunds are only offered on items with a manufacturing fault. Please see more under 'Returns for Faulty Item' in our Returns Policy
STORE CREDITS
Items sent back as a return that have been inspected and meet our conditions of return will be issued a store credit which will be emailed to the same email address you used to place your order.
Store credit is valid for 12 months by which it will then expire. Expired store credit will be deleted and is non refundable. Cochula Gift cards cannot be purchased using store credit.
For more information on store credits, see our Returns Policy
If you have not received your store credit via email within 7 business days please check your junk mail/spam folder first and then email us at hello@cochula.com so we can follow this up for you.
Store credit is valid for 12 months by which it will then expire. Expired store credit will be deleted and is non refundable. Cochula Gift cards cannot be purchased using store credit.
For more information on store credits, see our Returns Policy
If you have not received your store credit via email within 7 business days please check your junk mail/spam folder first and then email us at hello@cochula.com so we can follow this up for you.
Returns for Faulty Item
If you have received your item with a manufacturing fault, please email us immediately at hello@cochula.com PRIOR to shipping your return back to us.
We will notify you once we’ve received and inspected your return and let you know if the refund is approved. If approved, you’ll be automatically refunded via your original payment method. Please remember it can take some time for your bank to process the refund too.
We will notify you once we’ve received and inspected your return and let you know if the refund is approved. If approved, you’ll be automatically refunded via your original payment method. Please remember it can take some time for your bank to process the refund too.
Where’s my order or shipping confirmation?
Order and shipping confirmations are sent via email. If you haven’t received it and you have checked your junk mail please email us hello@cochula.com so that we can check your order has been confirmed and then resend your confirmation.
Can I make changes to my order?
We pack and send orders fast which means we are unable to make changes on confirmed orders however if you have provided an incorrect postal address please contact us immediately hello@cochula.com
CAN I CANCEL MY ORDER?
Once an order has been placed/processed it cannot be cancelled.
HOW CAN I TRACK MY ORDER?
As soon as your item has been sent, we will email you a shipping confirmation which includes a tracking number so you can watch it move.
When will my order arrive?
All orders are shipped the next business day, unless you’ve chosen Same Day Delivery. International shipping may take slightly longer.
For further shipping information including delivery timeframes please visit our Shipping page.
For further shipping information including delivery timeframes please visit our Shipping page.
DO YOU RESTOCK SOLD OUT ITEMS?
While not all items will be restocked we certainly do restock some. Our styles are very popular and some items we only get a limited amount.
The best way to avoid missing out is to sign up to our newsletter that way you will be notified when we restock items and be in the know of upcoming styles and new arrivals. PLUS you get the added perks of being a member such as 15% off your first order when you sign up as well as surprise promos, birthday gifts, competitions and more!
The best way to avoid missing out is to sign up to our newsletter that way you will be notified when we restock items and be in the know of upcoming styles and new arrivals. PLUS you get the added perks of being a member such as 15% off your first order when you sign up as well as surprise promos, birthday gifts, competitions and more!
PRE-ORDERS
From time to time we will offer pre-orders on upcoming limited release or restocked popular styles to avoid you missing out. You can view all our Pre-Orders
HERE.
Pre-Orders will be listed as such in the product title ** PRE-ORDER ** and an ETA will be provided in the product description.
Once stock comes in we will ship your pre-order out to you either that same day or following day depending the time it was received by us. Please note: If your order contains both pre-order AND in stock items then all items in your order will be shipped together when the pre-order arrives. If you would like your other items sooner we suggest placing 2 separate orders and ensuring only pre-order items are in the one order and anything else currently in stock is in a separate order.
Pre-Orders will be listed as such in the product title ** PRE-ORDER ** and an ETA will be provided in the product description.
Once stock comes in we will ship your pre-order out to you either that same day or following day depending the time it was received by us. Please note: If your order contains both pre-order AND in stock items then all items in your order will be shipped together when the pre-order arrives. If you would like your other items sooner we suggest placing 2 separate orders and ensuring only pre-order items are in the one order and anything else currently in stock is in a separate order.
WHAT PAYMENT METHODS ARE ACCEPTED?
We accept a range of payment methods such as credit card (Visa, MasterCard, AMEX) as well as Pay Pal, Apple Pay, Google Pay and Shop Pay. We also offer Afterpay for Australian, New Zealand and United States customers.
I want it now, can I pay later?
Absolutely! We give the option of using AfterPay which means even if your broke af right now you get what you want, when you want.
I'M HAVING PROBLEMS LOGGING INTO MY ACCOUNT
If you have forgotten your password, you can reset it via the
forgot your password link
. If you are still experiencing problems please contact us hello@cochula.com
COCHULA GIFT CARDS
Our Gift Cards are digital so all you need to do is select your value and choose who you want the e-gift card sent to. The email along with the gift card will contain instructions on how to redeem it at checkout.
Purchased Cochula Gift Cards are valid for 3 years. These Gift cards cannot be purchased using discount codes or store credit.
If you need help purchasing a gift card or having trouble redeeming your gift card please email us hello@cochula.com
You can purchase a Gift Card HERE.
Purchased Cochula Gift Cards are valid for 3 years. These Gift cards cannot be purchased using discount codes or store credit.
If you need help purchasing a gift card or having trouble redeeming your gift card please email us hello@cochula.com
You can purchase a Gift Card HERE.
CAN I COLLABORATE WITH COCHULA?
We are always on the lookout for fashion-forward brand ambassadors, affiliates, influencers and models that can help further our brand. If you’re a trendsetter and have a strong social media presence OR you perhaps have a business opportunity you would like to propose we invite you to contact us hello@cochula.com … well, what are you waiting for? Let’s collab! xx