ALTERATIONS
We offer free alteration on every order.
- The request for an alteration needs to be logged in within 14 days from the delivery of the product, as all our products are made to order.
- Make sure to provide all the required information requested by our customer care representative in order for your request for alteration to be confirmed at our end.
- We offer to alter the product a maximum of 2 times to get the fit right for you. If you are not happy with the fit after the first alteration, we will offer a second alteration for free. This request needs to be raised within 14 days of receipt of the first alteration.
- The alteration process takes about 7-10 days from the date of your request to delivery.
- For any queries, please email us at support@cocoleni.com or WhatsApp/call us on +91 85309 73377.
RETURNS, EXCHANGE & REFUND
- You can request an exchange or return for any reason within 14 days of receiving the product.
- To process an exchange or return request, please email us at support@cocoleni.com or WhatsApp/call us on +91-8530973377 with your order details, reason for return, and a picture of the wrong/damaged product.
- Once the product has returned to our workshop, our quality team will check the product, and we shall initiate your refund or exchange within 4 business days from the date of receipt of returned products.
- The amount of refund will be credited to your credit/debit card account as the case may be.
PRODUCT RETURNS
Eligibility for Product Returns:
- You may request a return for any reason within 14 days of receiving the item.
- The product must be in its original, unused condition, with all tags, packaging, and accessories intact.
Return Procedure:
- To initiate a return, please contact us via email at support@cocoleni.com or WhatsApp/call us at +91-8530973377.
- Provide your order details and the reason for the return.
Return Shipping:
- Customers are responsible for the cost of return shipping.
- We recommend using a trackable and insured shipping method to ensure the safe return of the product.
Restocking Fee for Frames:
- A 10% restocking fee will apply to frame returns. This fee will be deducted from the refund amount.
Store Credit Option for Frames:
- Instead of a refund, you have the option to apply for a one-time 100% store credit for frame returns. Orders placed using store credit are non-returnable.
Non-Refundable Lenses:
- Please note that lenses are non-refundable. We cannot accept returns or offer refunds on lens purchases.
Return Inspection and Refund:
- Once we receive the returned product, our quality team will inspect it to ensure it meets the eligibility criteria.
- If the product is in its original condition, we will initiate your refund (after deducting the restocking fee, if applicable) or apply store credit, as per your choice, within 4 business days from the date of receipt of the returned product.
- The refund will be credited to your credit/debit card account as the case may be.
Please note that the customer is responsible for ensuring that the returned product is securely packaged to prevent any damage during transit.
If you have any questions or need further assistance regarding returns or exchanges, please do not hesitate to contact our customer care team.
We appreciate your understanding and cooperation in adhering to these return guidelines, which allow us to continue providing high-quality products and services.
NATURAL HORN
Frames made with natural horn material may have slight irregularities on the sides and surface. They are not to be considered as defects, as the patterns of horn are unique to each piece and cannot match the exact images displayed on the website.
You will be asked to approve the design with size specifications sent by our team beforehand. We will help adjust the arms if needed through video instructions.