Returns Policy
Please read all the information below regarding our returns policy before making your purchase.
We want you to be totally satisfied with your purchased goods. Your happiness is our greatest priority for this reason if you have any questions or would like to discuss please send us an email at hello@coequa.com, we are here to help!
We accept a change of mind as long as the goods are:
- Are in saleable condition;
- Have not been worn or used;
- Have the original tags still attached;
- Are not on the non-returnable items list (see below) or sale items
- You have contacted us within 14 days of the date of delivery; and
- Are accompanied by a copy of your invoice or proof of purchase.
Please send through an email to hello@coequa.com to inform us of your return and we will provide you with the postal address to send your return to.
If more than 14 days have passed by since your date of delivery, unfortunately, we can’t offer you a refund or exchange.
Non-returnable items
- Gift cards
- For hygienic reasons, we do not offer refunds for pierced earrings or hair accessories.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
Custom made goods (if applicable)
As a custom made order is bespoke please note we cannot accept exchanges and refunds.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will need to contact us at hello@coequa.com to organise a return.
Refund Process
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, as soon as possible practically possible depending on banking processing times.
Exchanges (if applicable)
If you would like to exchange your purchase for a different size or colour, please send us an email at hello@coequa.com and we can check if your request is in stock and provide you with the postal address to return your purchase for exchange. Once your exchange is received and inspected, we will send you an email to notify you that we have received your exchange item, and a further email with dispatch delivery details for your new goods.
Shipping of returns and exchanges to us
You will be responsible for paying for your own shipping costs for returning your item to us. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.