Return Policy
At COCOMELODY, your satisfaction matters to us. If your order isn’t quite what you expected, most items can be returned within 30 days of delivery, as long as they meet the conditions below. We’re here to help every step of the way.
1. Return Policy
Return Conditions
Eligible Items: Standard-size dresses (unless marked otherwise) can be returned if they are unworn, unwashed, unaltered, undamaged, clean, free of lint/hair, and in original packaging with all tags attached. Items with removed tags cannot be returned.
Not Eligible for Return:
- Custom orders (custom color, size, style, or special requirements)
- Accessories (ties, jewelry, veils, gloves, headpieces, wraps/jackets, shoes, garment bags, gifts & favors, etc.), intimate items (corsets, petticoats, garters, robes, etc.), sketches, and fabric swatches
- Clearance, final sale, sample sale items, gift cards, or items marked "non-returnable" in the product details tab on their product pages.
- 'Buy-many-keep-one' purchases: Our dresses (including standard sizes) are made to order to reduce environmental waste. To support more sustainable shopping, we do not accept returns for bulk orders intended for try-on or selection purposes.
Please Note: Most of our dresses are made to order, including standard-size items. To reduce waste and support more sustainable shopping, we encourage customers to carefully review size, color, and style before purchasing.
All eligible returns are subject to a restocking fee:
- Wedding Dresses and Wedding Jumpsuits – 20%
- Other Dresses (Bridesmaid, Party, Mother of the Bride, Prom, etc.) – 10%
This fee will be deducted from your refund.
How to Return & Refund
Step 1: Submit a Return Request
Contact our Customer Service within 30 days of the delivery date to start your return. Include your order number, reason for return, and clear photos (if applicable) for verification.
Step 2: Ship the Item(s)
After your return request is approved, please ship the item(s) within 7 days using a trackable local post. Our team will provide the return address in Asia and instructions.
Step 3: Inspection
Once we receive your return, we’ll inspect the item(s) to ensure they meet the return conditions and match the reason stated. Returns that don’t meet these requirements will be rejected.
Step 4: Refund Options
If your return passes inspection, your refund will be issued based on when the return request was submitted, counted from the order delivery date:
| Return Timeframe | Refund Method |
| Within 14 Days | Refund to original payment method, gift card |
| 15-30 Days | Gift card only |
Restocking Fees Apply:
20% for wedding dresses and wedding Jumpsuits, 10% for other dresses. Fees are calculated based on the item price only, excluding shipping and tax.
Additional Deductions:
- Shipping, return shipping, rush order fees, and taxes are non-refundable.
- Return shipping costs are the responsibility of the customer and will not be reimbursed.
- A flat 5% transaction service charge, based on the original order total, will be deducted from all refunds to cover non-refundable installment transaction fees and other payment processing charges, regardless of payment method or location.
Refund You Will Receive:
Order Item Price − Restocking Fee − Return Shipping Fee (if applicable) − 5% Transaction Service Charge.
(Original shipping, tax, and rush order fees are not included in the refund.)
Processing Time:
Refunds generally take 3–15 business days to arrive, depending on your payment method or bank.
Additional Notes:
- Returns must be approved in advance and requested within 30 days of delivery. Unapproved or late returns will not be accepted.
- Please use trackable shipping and keep your receipt. We are not responsible for lost or damaged returns.
2. Exchange Policy
We do not offer direct exchanges, as all our items are made-to-order. For standard size dresses, if you wish to exchange, please submit a return request first and then place a new order for the replacement (see our Return Policy above for details).
We accept a “return and reorder” only once per order. Please note that any promotional pricing or discounts applied to the original order will not apply to the new order. Before placing the replacement order, please kindly review the size, color, and other details carefully.
3. Order Changes and Cancellations
Our order and shipping systems are designed for fast and efficient processing. As all our dresses are made-to-order, the tailoring process begins immediately once your order is placed.
Change Policy
If you would like to make changes to your order (e.g., color, size, or style), please contact us within 24 hours of placing your order. We will do our best to accommodate your request, but please note that some changes may incur additional fees, depending on the production stage. Changes requested after 24 hours may not be accepted.
Cancellation Policy
You may request to cancel your order within the timeframes below. Refund eligibility is based on how soon we receive your cancellation request after payment confirmation:
| Time Since Payment Confirmation | Refund Eligibility |
| Within 24 hours | 90% of product price + full shipping refund |
| 24-72 hours | 70% of product price + full shipping refund |
| 72-120 hours | 40-60% of product price + full shipping refund |
| After 120 hours | 30% of product price + full shipping refund |
| After shipment | Cancellation not allowed |
Note:
Refund percentages apply to the product price only.
Shipping cost is fully refunded if the order has not yet shipped.
Once the order has shipped, it cannot be canceled.
4. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or incorrect, please contact us at service@cocomelody.co.uk within 7 days of delivery. In your email, include clear photos of the item and the original packaging, along with a brief description of the issue. Once verified, we will arrange a replacement, partial refund, or full refund, including shipping costs if applicable. Please do not return any items without prior approval.
5. Additional Refund Info & Common Questions
Q: How can I make sure I choose the right color and size?
A: About Color
Please note that screen settings may affect how dress colors appear on your device. While all product photos feature actual items, slight variations may occur due to lighting and photography. For the most accurate color match, we recommend ordering a fabric swatch before purchasing your dress (available for most bridesmaid dresses). If you’re placing a group order, please order all dresses at the same time and leave a note at checkout (for example, the bride’s name or email if the dresses are for the same bridal party). This helps us produce all dresses from the same fabric batch to minimize color variation.
A: About Size
Sizing may vary between brands, so be sure to consult our size chart on each product page. For the best fit, we recommend taking your measurements and comparing them to our chart. If standard sizes do not suit you, consider selecting a custom size.
Q: How are refunds handled for BOGO offers?
A: For orders with “Buy X, Get Y” promotions (e.g., Buy One, Get One Free or Buy One, Get One at X% Off), items are considered as a group with adjusted prices reflecting the discount.
- If you return the full-priced item, you must also return the discounted or free item. Otherwise, your refund will be reduced by the full value of the discounted item.
- If you return only the discounted or free item, no refund will be issued.
Each item’s refund amount is based on its adjusted price after the group discount, minus any applicable restocking and other fees.
Example:
You purchase a wedding dress for £600 and get a free bridesmaid dress worth £150. The total original value is £750, but you paid £600 (a 20% discount). The adjusted prices are £480 for the wedding dress and £120 for the bridesmaid dress. Returning any item will refund the discounted value, less fees.
Q: What’s the refund policy for TBD orders?
A: For “TBD” (To Be Determined) orders, orders placed during a sale to lock in the discount before finalizing dress details:
- You may return TBD orders under our standard Return Policy once all details are confirmed and the dress is made.
- If you cancel or make changes before confirmation or production begins, refunds will follow the policy Here.
Q: Can I return or alter a custom-size dress?
A: Custom-size dresses are made to better match your measurements, but some minor alterations may still be needed for the perfect fit. While custom orders are non-returnable, we offer a limited reimbursement to help cover alteration costs. Please contact us within 14 days of delivery and submit a valid tailor's receipt along with your order number.
Reimbursement Limits (USD):
Wedding Dresses
- Priced £200 or less – Up to £49
- Priced £201–£400 – Up to £69
- Priced above £400 – Up to £89
Other Dresses – Up to £20
We reserve the right to approve reimbursement based on the submitted receipt. The refund will be issued to your original payment method, gift card.
Thank you for choosing COCOMELODY! We're honored to be part of your special day. If you have any questions or need help with your order, feel free to contact us — we’re here to assist you.
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