Refund policy

For items which are not exempt from returns (see information below), we offer a return period of 14 days after the delivery of your order. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. If the item is not returned in its original condition, the buyer is responsible for any loss in value and items. If you would like to return an item, please email us with your order details and you will be supplied with the return address details. As a small business, we do not cover return postage costs at this time. We recommend that you pack items securely and reuse the original packaging to save yourself money and ensure that pieces are safely returned. Please note that any delivery fees paid are not eligible for refund as these had already been used to ship the parcel out to you. 

To start a return, you can contact us at coscatcontact@gmail.com. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Cancellation policy

Cancellations are accepted up to 1 hour after checkout. To cancel an order please email coscatcontact@gmail.com with your order information and request. Cancellations are not always possible after this time-frame as I try to process orders as quickly as possible so orders enter production quickly. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Pierced earrings are not returnable due to hygiene purposes as these are classed as intimate items. Bespoke, custom and made to measure items are also non-returnable in addition to gift cards. Unfortunately, we cannot accept returns on sale items or gift cards. Please get in touch if you have questions or concerns about your specific item.

Exchanges
Exchanges are not available for products listing at CosCat.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging (excluding exempt items i.e earrings). You’ll also need the receipt or proof of purchase. 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at coscatcontact@gmail.com.

 

Faulty goods

On the rare occasion that an item arrives faulty, please email us immediately and we will arrange a repair or replacement only. We do not refund faulty items. Proof of faults will be required before any claims can be acted on. Any issues must be reported within the industry standard of 30 days since delivery. After this time-frame we are not able to act on any claims for faulty products as this could then be caused from wear and tear.

 

Loss parcels 

 In the rare occasion that an item gets lost in transit, please do not hesitate to reach out to us after the delivery time-frame has passed to enable us to investigate. Please see shipping policy for these time-frames. It is not possible to investigate claims of lost packages before these times have passed. Please ensure that you retain proof of postage receipts in case of lost mail. No compensation or replacements will be provided where orders are shown as delivered to the correct address by tracking. Where orders have been deemed lost, we will offer a replacement initially sent to the original shipping address. A refund will only be offered where the item(s) is no longer available (i.e out of stock) or where we deem a replacement inappropriate. Where an incorrect or insufficient address had led to the loss of parcels in transit, no compensation or replacements shall be provided in line with courier policies. Please see the shipping policy for information regarding changing address prior to dispatch. In order for claims of lost parcels to be processed, we must be alerted to this issue within the times outlined by the courier service below:

Domestic orders - 70 days following dispatch

international orders - 160 days following dispatch

CosCat is not liable for any loss after the above time-frame have passed. 

You can always contact us for any return question at coscatcontact@gmail.com.