Refund&Return Policy


Cocoary will give you a refund if the items you received are damaged, defective or miss-shipped. You need to contact us in 3 days after you receive the package. Here is our e-mail address for after-sale: Please tell us the reason you need to return the item and send photos to show that. We will reply you as soon as possible after we receive your e-mails.

Please pay attention to the following details about after-sale problems:



Cocoary promises to give you a full refund including the shipping fee for any dresses with quality problems (Damaged, defective, or miss-shipped). And pictures to prove the quality problems are required. Please send them to our customer service.

While you will be responsible for paying shipping for return if there are no quality problems. The shipping is including the cost to ship back and any other shipping materials cost. And please choose the local post office as the delivery for safer transportation. After our customer service sends you the return address, you need to ship the item back within 7 days.

Please make sure all items must be returned in original condition (unworn, unwashed, unaltered, and undamaged). We will have QC inspectors check the return items. We may fail to process the return if it doesn’t adhere to our return policy.

It will take 3 business days to process your return as we receive the package (More in peak seasons). And the refund will get back to you in 3-7 days. The time is different according to different bank accounts.


Cocoary offers FREE custom service. We can produce dresses according to your measurements. Thus, you will receive a dress quite suitable to you and avoid other alternations. Although our tailors will produce your dresses carefully, there will be 1 inch/2.54 cm with the measurements because of the nature of fabrics. And each dress is with additional fabric in the seams to allow minor modifications. If your custom dress isn’t suitable to you and the measurement differences are more than 1 inch/2.54 cm, please contact our customer service for help.

One more thing, please make sure that you have given us right measurements. Or the return won’t be accepted. So please measure according to our measurements guide.


1.Contact us by e-mail: This action should within 3 days after receiving your package. Please send us pictures to state the reason for return. We will reserve the right to refuse returns without prior approval from our customer service.

2. When you receive the reply from our service, it means your request for return has been approved. Please return the dress to the address we provided ASAP (within 7 days). And make sure the product is in original condition. The order number, your name and the email address are needed to be written with the package. Really important! Please send us the tracking number of the return package! We may fail to refund you without this information.

3. All of the returned dresses will be checked. We will refund you when we confirm that the product is in original condition. It usually takes 3 business days for us check the returned after we receive it. You’ll get a refund message if we have given you a refund. And the refund will get back to you in 3-7 days according to different bank accounts. Cocoary will reserve the right not to process the refund if the item is returned in unacceptable condition.



Currently, Cocoary does not provide an exchange service. For all of our dresses are made-to-order, so we do not have enough ready-to-ship dresses that for exchange. The only way to exchange a dress is to return the first order, then take a new one. The return process can be read in our return policy.



It’s normal to have slight difference during dresses making. Because all of our dresses are handmade. So, we hope for your understanding about that. If you need additional alterations or adjustments to get a fit dress, we can offer a limited alteration reimbursement for all of our dresses (including standard size dresses and custom size dresses). Just send us the invoice of your alternation via email to We will partially refund you because this is our customer service we have promised to you.

Here are our reimbursement limits:

Dress $99 or less - Reimbursement limit $35
Dress $100 - $199 - Reimbursement limit $50
Dress above $200 - Reimbursement limit $75



We know there may be some situations make you have to cancel your order. However, we will process the order as soon as payment received and all of our dresses are made-to-order. If the production has begun, we need to deduct labor and material costs.

If you want to cancel your order within 24 hours after the payment, you will be available for a 98% refund. (We will deduct 2% of the order as a transaction fee)

Cancellation within 24 to 72 hours: you will get a refund of 90% of the dress price and the full shipping cost.

Cancellation within 72 to 120 hours: you will get a refund of 70% of the dress price and the full shipping cost.

Cancellation beyond 120 hours: you will get a partial refund according to the production progress.

Once your order has been shipped, it can no longer be cancelled.

If you need to cancel your order, please email and send us your order number.


You will get a confirmation email if we have received your order. You can add your requirements for change when you reply us in 24 hours. But there will be extra cost if the dress has been made. If you want to change something, for instance, you want to change the color after we have cut the fabric. Then the previous fabric will be wasted, so we will charge an extra cost to prepare a new one. So, when you need to change something, please tell us clearly by replying the order confirmation email.