Purchase/ return/ Refund Policy

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A dress cannot be exchanged or returned due to a change of mind. Since the dress was bought after being tried on and the customer was satisfied with the purchase, we do not offer returns or exchanges if the customer changes their mind for any reason.

If a dress is purchased online through our website, Instagram, or Facebook page and the dress is available in the store, we will ensure complete transparency through the following steps:

1. Video Confirmation: We will record a video of the dress and send it to the customer to confirm satisfaction with the item.
2. Measurement Verification: We will request the customer's measurements and compare them with the dress measurements available in the store. This process will also be recorded and sent to the customer.
3. Packaging and Shipping: Once the measurements are confirmed to match, we will proceed with packaging and shipping the dress.

Please note that we do not accept any returns or exchanges due to a change of mind.

If a customer wishes to buy a dress from our designs that is not available in stock, we will create a new dress tailored to her measurements and any requested alterations.

If a customer places an order online through our website, Instagram, or Facebook page, etc., for a custom-made dress, we follow these steps:

1. Measurement and Modification Submission: The customer provides her measurements (bust, waist, hip, dress length, slit length, etc.) and any desired modifications to the original dress, such as:

• Opening or closing the slit
• Adding or removing sleeves
• Adding or removing feathers
• Adjusting the amount of embroidery

1. 1. Fabric and Colour Selection: We send the customer samples of available fabrics and colors to choose from.
2. Confirmation: Once all details are confirmed, we begin the dressmaking process.
3. Progress Update: After the dress is finished, we send a video of the dress to the customer to confirm that it meets all specified requirements. If any changes are needed, they are made at this stage.
4. Final Approval: Once the customer is satisfied and confirms everything is as desired, we proceed with packaging and shipping the dress.

Please note, that we cannot accept returns or exchanges due to a change of mind, as all details are confirmed by the customer before the dress is shipped.

If a customer places an order in-store for a custom-made dress, we follow these steps:

1. Appointment Scheduling: We arrange an appointment for the customer to discuss the dress details.
2. Details and Measurements: During the appointment, we discuss modifications and show available embroideries and fabric colors. We take the customer's measurements (bust, waist, hip, dress length, slit length, etc.) and note any desired modifications.
3. Confirmation: After confirming all the details, we begin the dressmaking process.
4. Progress Update: Once the dress is finished, we send a video of the dress to the customer for final confirmation. Any necessary changes are made at this stage.
5. Final Approval: Once the customer is satisfied and confirms everything is as desired, we proceed with packaging and shipping the dress.

Please note, that we cannot accept returns or exchanges due to a change of mind, as all details are confirmed by the customer before the dress is shipped.

Condition and Responsibility:

• Once the dress is in perfect condition at the time of try-on and collection, we are not responsible for any damage to the dress afterward, such as tearing or breaking the zip. We can fix the dress, but the repair costs will be the customer's responsibility.

Measurement Changes:

• If the customer's measurements change during the making process and the original measurements match the dress, we will adjust the dress according to the new measurements, but the customer will be responsible for the adjustment fees and shipping fees if in another region/state.
• If the measurements taken or sent initially do not match the dress, we will adjust the dress at no additional cost and cover shipping expenses if the customer is in another region/state.

Alterations:

• If the customer is in another state and wants to make changes to the dress for any reason, they can send the dress to us. The shipping and alteration fees will be at the customer's expense.

Returns and Exchanges Policy

If a dress is purchased in-store, it cannot be exchanged or returned due to a change of mind. Since the dress was bought after being tried on and the customer was satisfied with the purchase, we do not offer returns or exchanges if the customer changes their mind for any reason.

For dresses purchased online, we cannot accept returns or exchanges due to a change of mind, as all details are confirmed by the customer via video/pictures before the dress is shipped.

If the dress is as requested but the customer changes their mind and we approve the exchange, the dress must be unused, undamaged, and in its original packaging. The customer will cover the shipping cost if in another region/state. The dress must be sent to us within 7 days of the delivery date.

If the customer wants a refund and we accept the return, the dress must be unused, undamaged, and in its original packaging. The shipping cost will be at the customer's expense if in another region/state. The dress must be returned within 7 days of the delivery date.

To initiate a refund or exchange, please contact our customer service team at cocoboutiquemelbourne@gmail.com with your reason for the return or exchange. We will provide you with instructions on how to proceed.

Once we receive the dress, we will inspect it and process your refund within 10 business days and exchange it within 21-28 business days. Refunds will be issued to the original payment method, and exchanges will be shipped to you at no additional cost.

Please note that some items may be subject to a restocking fee, and we reserve the right to deny a refund or exchange if the dress does not meet our return policy requirements.

For any custom dresses, a 75% deposit is required. The remaining balance will be paid upon collection or before shipping.