Refund policy

How to arrange a return

Contact Coco Rosette at contact@cocorosette.com with your order number and the items concerned. We will provide postal return instructions and the appropriate returns address privately. Please contact us before posting your parcel so that it reaches the correct address. A statutory cancellation takes effect when you notify us; you do not need our approval to exercise that right or give a reason for it. Nothing in this policy limits a mandatory right to cancel or withdraw, or any other mandatory consumer right that applies where you live.

Order changes and cancellations

For a voluntary order change or cancellation, contact us within 24 hours of placing your order and before production begins. If both conditions are met, we accept a cancellation and refund the payment. After this, voluntary changes or cancellations are not available. This does not restrict statutory cancellation rights: UK and EU customers can cancel eligible standard-size orders before delivery and during the withdrawal period below, even if production has started.

Standard-size items — United Kingdom and European Union customers

This section applies to customers in the United Kingdom and every one of the 27 European Union member states.

If you change your mind or a correctly supplied standard size does not fit, notify us within 14 calendar days after delivery. For one order delivered in separate parcels, the period starts after the last item arrives. You then have another 14 calendar days after notifying us to send the items back. Any statutory extension of these periods remains available. Standard-size pieces are not excluded simply because they are made after you order.

For these change-of-mind returns, you arrange and pay for the return postage and label. Keep proof of posting. This responsibility applies where we informed you before purchase; otherwise we cover the cost as required by law. We do not charge a restocking fee.

Trying on and the condition of returned items

You may inspect an item and try it on carefully, as you would in a shop. Please return all supplied accessories and use protective packaging. Wearing a dress at an event is different from trying it on. Where handling goes beyond what is necessary to establish its nature, characteristics and fit, we may deduct an evidenced reduction in value only where the law allows. We do not automatically refuse a statutory cancellation because packaging has been opened or an item has been tried on.

Custom size items

Coco Rosette does not offer a voluntary change-of-mind return or refund for a Custom size item made to the measurements supplied for your dog. The statutory exception for goods genuinely made to your specifications applies where permitted by law. If we followed your supplied measurements correctly but those measurements were incorrect, we do not offer a free remake or voluntary refund. We will check the order and measurements with you before deciding responsibility. Your rights for faulty, incorrect or non-conforming items remain fully protected, including where we did not follow the agreed measurements.

Canada and United States customers

Coco Rosette does not offer a voluntary change-of-mind return or refund for standard-size or Custom size items. Mandatory consumer rights in your country, province, territory or state remain unaffected. Where a mandatory cancellation or withdrawal right applies, return-postage responsibility and refund timing follow that law and the information given before purchase.

For Canadian customers, applicable provincial or territorial rights relating to online contracts, required information, late or missing delivery and faulty or misdescribed goods remain protected. Our voluntary 24-hour cancellation limit and change-of-mind exclusions do not override a statutory cancellation or refund right. Where such a right applies, we honour the legally required refund amount, deadline and return-cost arrangements; these do not depend on our discretionary agreement.

Damaged, incorrect, or non-conforming items

If an item arrives damaged, is incorrect, or does not conform to its description, contact us promptly with your order number and photographs where available. We will provide the repair, replacement or refund to which you are entitled under the applicable law. Coco Rosette covers necessary, reasonable return costs for these remedies; contact us to arrange a prepaid return or reimbursement. These rights apply to standard and Custom size items and are not limited to the change-of-mind return window.

Refunds and delivery charges

Eligible refunds go to the original payment method, not store credit. We refund the amount actually paid for the returned items, taking account of any discount. For a full qualifying UK or EU order cancellation, we also refund the standard outbound delivery charge you paid. For a partial return, any delivery refund is assessed for the order and applicable law; the full delivery charge is not automatically refundable. We do not retrospectively deduct an outbound delivery charge where your order originally qualified for free delivery.

For UK statutory cancellations involving returned goods, we refund without undue delay and within 14 calendar days of receiving the goods or evidence that you sent them back, whichever is earlier. For EU statutory withdrawals, we refund within 14 calendar days of your withdrawal notice, but may withhold the refund until we receive the goods or evidence of posting, whichever is earlier. Once that withholding reason ends, we do not start a new 14-day period. Where we have agreed to collect the goods, the applicable refund deadline runs from your cancellation notice without that withholding.

Other agreed refunds are processed without undue delay and within 14 calendar days of agreement, or sooner where the law requires. Your payment provider may take additional time to display the credit. Contact us if a refund has not appeared; this does not change the deadline for us to issue it.

Different sizes or designs

We do not offer voluntary direct exchanges. If your return is eligible, we refund it and you may place a separate order for the size or design you want. A new order is optional and is never a condition of a refund. This does not affect a replacement you are entitled to for a faulty or incorrect item.

Lost or late deliveries

Estimated delivery: around 4–5 weeks. Your delivery dates are shown at checkout. If your order has not arrived, contact us so we can investigate with the carrier. For a confirmed lost parcel sent with our carrier, we offer a full refund or a replacement if you agree, at no extra cost. For a late delivery, we will agree the next step with you and honour any right to cancel and receive a refund. Depending on the circumstances, the law may allow an additional reasonable delivery period; where an essential delivery date was agreed and missed, you may be entitled to cancel immediately.