Our Returns Policy

So often life is more complicated than it should be, so our customer service policy in incredibly simple. We won't be happy until you're happy.

We hope that you are happy with your purchase, but if not we will exchange or issue a refund provided that it is returned in its original packaging with all labels intact, unworn and unwashed.

If you would like to exchange or refund a purchase please contact us as soon as possible. All returns and exchanges must be made within 30 days of receipt of goods.

When trying on knickers and thongs please ensure that they are tried on over your own underwear. We are unable to accept a return for hygiene reasons if it is apparent that this hasn't been done, or the item appears worn, in this event we will refuse a refund and return the item to you.

Some items cannot be returned:

Gift vouchers are non-returnable and cannot be exchanged for cash.

We will not accept returns of items damaged due to improper care. Please ensure that you read and follow all care instructions.

Sexually used items and intimate toys and intimate jewellery may not be returned for hygiene reasons.

How to return goods

Please complete the returns form. Returned goods sent without a returns form being completed online may be subject to delay and may be returned to sender.

Returns to Coco de Mer should be received within 30 days of receipt of your purchase. Please allow time for postage.

You must return the cancelled goods to us by secure means. We strongly recommend that you obtain a free receipt from the post office, or carriers as we cannot accept responsibility for goods lost in transit.

Please send returns along with the returns form to:

FREEPOST RLYT-HUBC-YKRG
Returns Department
Coco de Mer
100 Locksbrook Road
Bath
BA1 3EN
UK

Refunds

Any refund due will be credited back to the card used for the order. An email confirmation will be sent once your refund has been processed. You may need to allow up to a further five working days for your bank to process the credit to your account.

Exchanges

Complete a returns form, and clearly list the details of the exchange that you are requesting. If the item that you are requesting is of higher value your original payment method will be used to pay the difference. If you are requesting an item of a lower value your original payment method will be refunded the difference.

If the item you have requested is no longer in stock you will be contacted to arrange either a refund or exchange for a different item. Please allow usual shipping times for exchanges.

If a return is requested or received after 30 days it is at Coco de Mer's discretion to give a refund. You may only get store credit.

If you have any further questions, you can contact our customer service department. 

Salon Booking Terms & Conditions

Please note that we can only provide a full refund (less a 10% +VAT admin fee) for cancellations made at least 28 days before the Salon commences. To change a Salon we also require 28 days notice. For any other cancellations there will be no refund but you can nominate a replacement attendee providing you give at least 48 hours written email notification prior to the Salon commencing - please email to: salons@coco-de-mer.co.uk. If a Salon is cancelled you will be offered either a refund or the option of being transferred to an alternative event.