RETURNS
We are confident you’ll be obsessed with your new Cochula outfits, however if you are not 100% happy with your purchase we offer a store credit for your return.
Returns Policy/Conditions of Return
- Items must be returned within 30 days of receiving your order. Return postage at customer’s expense.
- Items returned back to us are issued a store credit (no exchanges).
- We do not offer refunds for change of mind or incorrect sizing/sizing irregularities. Refunds are only offered on products with a manufacturing fault after an assessment. (Please note: At Cochula we take quality control seriously, therefore we ensure a thorough inspection when packing and receiving clothing).
- Shipping cost paid at the time of order will not be included in the store credit
- Store credits will be emailed to the email address used to place your order and are valid for 12 months. (It is your responsibility to use your credit within this timeframe. No exceptions will be given to extend the timeframe regardless of reason).
- Items must be in their original condition, unworn, unwashed, with tags attached and in its original packaging. We will NOT accept any return if it does not meet these conditions regardless of return reason.
- Items must NOT have any odour (including deodorant, perfume, body odour or washing powder) and must not have any marks or stains (including makeup and spray tan)
- Swimwear and bodysuits must have hygiene stickers still in place
- Footwear must include the original shoebox in its original condition, without postal labels
- ‘FINAL SALE’ products cannot be returned
- Due to hygiene reasons we cannot accept returns for the following: intimates, jewellery (includes body chains/jewellery).
Please ensure you have thoroughly read over our Returns Policy/Conditions of Return. Returns received which do not adhere to our Returns Policy/Conditions of Return will not be accepted and the customer will be notified to pay for the return shipping to get their item/s sent back to them at their cost.
How to Return
- Download and print the return form HERE
- Ensure items being returned adhere to the requirements laid out in our Returns Policy/Conditions of Return
- Complete the form ensuring your have written all details required and clearly then send it to us along with your return to:
We recommend choosing a shipping option that offers a tracking number as Cochula will not be held responsible for lost/damaged returns during transit.
Exchanges
We do not offer exchanges. 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.
Store Credit
Once your return has been sent back to us and approved by our quality control team post inspection we will then process your return and issue a store credit which will be emailed to the same email address you used to place your order.
Any shipping costs you paid at the time of order are non refundable and will not be included in the value of your store credit.
Cochula Gift cards cannot be purchased using your store credit.
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. It is your responsibility to ensure that you use your store credit within this timeframe. We are not responsible for notifying you nor sending reminders that your store credit is due to expire. No exceptions will be given to extend the timeframe or refund the balance regardless of reason.
Refunds
Refunds are only offered on items with a manufacturing fault. Please see more under 'Returns for Faulty Item'.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved based on our assessment to ensure it complies with out returns policy. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank to process the refund too. If you have used a gift card/store credit then your funds will be refunded back onto store credit.
Non-returnable items and/or items returned back to us which don't comply with our Returns Policy will NOT be accepted and will be returned back to you at your cost.
Returns must be shipped with a tracking number. We will not be held responsible for lost goods during transit.
Returns for Faulty Item
Our team undergo a strict quality control check when packing and sending out orders and when receiving returns.
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.
Returns will not be accepted as faulty for incorrect sizing/sizing irregularities.
Please note: We video record the quality of each individual item packed for every order to ensure false 'faulty return' claims are not made.
AfterPay Returns
Returns process remains the same if purchased using AfterPay. Please see AfterPay’s terms and conditions regarding information on your agreement and payments.
Processing Returns
Returns are generally processed within 7 business days of receiving your return. If you have not heard from us within this time please contact us hello@cochula.com as we may have been inundated with high volume returns especially during busy holiday periods.