Returns Policy

RETURNS POLICY

Customer service is of premier importance to us at Coco Ribbon. Your confidence in us and the service we provide is our number one priority. We believe our returns policy is fair and open, however, there are some stipulations that we make in the interest of efficiency:

Returns

In the event of refunded return, we require that you return the new and unused goods to us with all the original labeling attached within 7 days (UK), 14 Days (International) of receiving the goods. New and unused means there are no marks on the item or wear on the tags and the item has been returned to us in its saleable condition. Coco Ribbon will not accept returns for any non-faulty items that have been worn, washed and/or tags removed. Upon receipt of an order, if any item has been received with no tags, customers should notify us (by phone or email) on the same day if they wish to return. We strongly advise all customers to check garments thoroughly upon delivery before removing any attached tags. For hygienic purposes, returns/exchanges on swimwear, lingerie and cosmetics cannot be accepted. Please note, Coco Ribbon cannot refund shipping and/or delivery charges whether they be within the UK or abroad. We ask that all International customers are aware that all international customs duties and sales taxes can not be refunded. All items purchased on the Coco Ribbon website must be returned to our head office at the responsibility of the sender. Coco Ribbon cannot be held responsible for items lost or delayed when being returned.

Exchange

In the event of an exchange, items are subject to product availability and the customer will incur any shipping costs for returning items to be exchanged. We can only exchange an item for a different size, style, and colour subject to our stock availability. All exchange enquiries can be made by contacting thegirls@cocoribbon.com with EXCHANGE in your subject heading. Exchanged items can only be dispatched after the returned goods have been received and undergone a quality control check back at head office. Any further returns of exchanged items outside the stated timescales will again be at the customers cost for shipping and refunded only as a Coco Ribbon store credit note which may be redeemed at our Notting Hill store. Coco Ribbon credit notes are valid for 6 months from the date of exchange.

How to proceed with your return or exchange

1. Please email us at thegirls@cocoribbon.com to advise that you would like to make a return or exchange. In your subject heading please state whether you are claiming for a RETURN or EXCHANGE.

2. Follow the instructions which would have come with your invoice and receipt. Detach the bottom half of your Returns claim form and fill in the necessary information. Circle whether you would like to make a return or exchange and state the desired item(s), size, colour etc. Exchanges will be subject to our stock availability.

3. Securely wrap and package the item with the completed form and send to our head office address.

4. Please send your return or exchange to: Coco Ribbon Head Office, RETURNS DEPARTMENT, 21 Kensington Park Road, Notting Hill, London W11 2EU United Kingdom. We recommend that you send all items insured and/ or registered when sent through the mail as we cannot take responsibility for packages which we do not ship ourselves.

Receiving a refund

Once your package has been returned to us within the above stated time frame unless otherwise authorized by the directors at cocoribbon.com, we will begin to process your refund request. Each item will undergo a quality control check and once verified your refund will be processed in the original payment format as your purchase was made within 30 days of the date of cancellation notice. All undamaged, correctly returned products will be credited to the original purchaser’s credit card including VAT for all EU country customer excluding shipping charges. You will be notified via email to the address listed on your account when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from Coco Ribbon.

Please note: If we receive your return in a condition which we feel is not fit for exchange or refund we shall get in touch with you to discuss proceedings. Coco Ribbon reserves the right to refuse a return or exchange for any item sent back in a condition where the item has been used or damaged. Only Items which Coco Ribbon can confirm as new and unused will be eligible for a return or exchange, so that they have reached our returns department within the time frame outlined above (unless otherwise organized). Coco Ribbon will not accept returns or exchange goods for any non-faulty items that have been worn, washed and/or with tags removed.

A refund or exchange will not be issued for items which fail to meet our standards set forth above.

Gift returns

If someone has sent you a special gift from Coco Ribbon but it wasn’t quite right, then you can return it in exchange for a Coco Ribbon store credit note which you can use to redeem at one of our London boutiques. In the event of a gift return, we require that you return the new and unused goods to us with all the original labeling attached within 7 days (UK), 14 Days (International) of receiving the goods. A Coco Ribbon credit note will allow you to choose from something from either one of our stores for a period of 6 months. If you are a non-London customer and would like to use your credit note online, then please get in touch with our head office to organize an online purchase with your credit note. Please be aware that you will be required to pay any difference in cost and any additional shipping, taxes and import duties.

Panty Postman Returns

Unfortunately we cannot accept returns or exchanges from The Panty Postman Knickerscriptions. However, you may cancel your Knickerscription and receive a partial refund – please see our Terms & Conditions for more details.

Coco Ribbon Head Office
21 Kensington Park Road
Notting Hill, London
W11 2EU United Kingdom
Office Hours: Monday- Friday 9:30am until 6:30pm
By Telephone: +44 (0)207 229 0555
By Fax: +44 (0)207 229 0888
By Email: thegirls@cocoribbon.com