Refund policy

Returns, Refunds & Exchanges

Because Cocotones products are made from ceramic and glass, please read the information below carefully before starting a return.

How to start a return (step-by-step)

If you wish to return an item, you must contact us before sending anything back.

To request a return, please email info@cocotones.com within 14 days of receiving your order and include the following information:

  • Your full name
  • Your order number
  • The item(s) you would like to return
  • The reason for the return
  • Clear photographs of the item(s) (required for ceramic and glass items)

We will review your request and, if approved, provide you with:

  • Confirmation that your return has been authorised, and
  • The UK return address and packaging instructions.

Returns sent without prior approval or to an incorrect address will not be accepted or refunded.

Returning your item

Once your return has been approved:

  • Items must be sent to the UK return address provided in our email
  • Items must be unused, unpainted, and in their original packaging
  • All ceramic and glass items must be securely packaged to prevent damage in transit
  • You are responsible for the item until it reaches us safely

We strongly recommend using a tracked service when returning items. Cocotones cannot be held responsible for items lost or damaged during return shipping.

Damaged items

Please inspect your order immediately upon delivery.

If your ceramic or glass item arrives broken or cracked, is damaged, or is incorrect, you must contact us within 48 hours of delivery.

When contacting us, please include:

  • Your order number
  • Clear photos of the item
  • Photos of the inner and outer packaging
  • A short description of the issue

Once reviewed, we will offer a replacement or refund, depending on stock availability.

Non-returnable items

Due to the nature of our products, we cannot accept returns for:

  • Painted or used items
  • Custom or personalised products
  • Sale items
  • Gift cards

Refunds

Once we receive and inspect your returned item, we will notify you of the outcome.

Approved refunds will be processed to your original payment method within 5–10 working days.

Original delivery charges are non-refundable unless the item was faulty or damaged on arrival.

Exchanges

We do not currently offer direct exchanges. To receive a different item, please complete an approved return and place a new order separately.

Responsibility & care

Once your ceramic or glass item has been delivered safely and in good condition, responsibility for its care and handling passes to you. Please follow all care and safety guidance provided.

Contact us

If you have any questions or need help with a return, please contact us before sending anything back.

Email: info@cocotones.com