Refund policy
**How to Return a Product**
1. Log in to your member account and go to the order inquiry page.
2. Select "Request Return" for the order you wish to return and enter the return screen.
3. Select the product you wish to return, choose a return reason, and carefully read the return instructions. Confirm the information to ensure your rights.
4. After receiving your return request, a Cocoon specialist will contact you via email to provide return and exchange procedures.
5. Complete the return following the provided procedures.
You can return bras within the seven-day appreciation period if they are in brand-new condition. Underwear cannot be returned or exchanged.
**Exchange for Size Issues**
Due to limited stock and fluctuating inventory, we can only offer return services, not exchanges. If the size does not fit or the product does not meet expectations, you can return part or all of the order within the seven-day appreciation period and then reorder.
**Situations Where Returns Cannot Be Accepted**
1. If there are damages caused by trying on the item within the appreciation period.
2. If the product has been contaminated with odors, stains, or damage during your possession.
3. If the product has been washed, is missing accessories (including tags or scratch cards), or if the tags have been cut. (All packaging accessories must be returned for special packaging products).
4. If the product has been altered and does not retain its original condition (e.g., embroidery, cutting, printing).
5. If the promotional gifts are not returned as per the promotion rules or if the packaging is damaged.
6. If the appreciation period has expired.
7. If the 7-11 return code or home delivery receipt has expired.
8. If hygiene considerations prevent the return of close-fitting underwear, socks, and similar items.
9. If special packaging or product accessories are damaged, or if the product packaging is damaged, affixed, or written on.
10. If the custom-made product cannot be returned or exchanged unless there is a defect in the product itself.
11. If the order exceeds the appreciation period, and you return it along with items still within the appreciation period, or if you return items via registered mail.
**Non-Defective Items**
- Loose threads, uncut buttonholes, slight fraying, small stains, repairable buttons, reasonable asymmetry, a measurement error of 1-2 cm, color differences in photos, differences in material expectations, special seams (e.g., safety seams/fixed pocket seams).
- The smell of the original fabric and its dyes.
- Uneven printing or small printing stains (under 0.5 square centimeters).
- Subjective differences in perception due to sewing, style, color, material, fabric thickness, etc.
**Refund Method**
Refunds for credit card payments will be processed directly to the order, but due to different billing cycles and refund dates of card-issuing banks, you may need to pay for the order first before receiving the refund. For specific billing and refund information, please contact your card-issuing bank.
**Important Notices**
Cocoon sincerely hopes to establish a good transaction relationship with you. If you violate Cocoon's order and return policies without reason or maliciously or cannot agree/comply with related rules, we reserve the right to delete your member account and refuse service, and you may be blacklisted.
- If a return is not accepted or is not part of the return order, it will be returned to you by COD (you will need to pay 130 NTD for shipping).
- If we cannot contact you, the returned items will be kept for one month (starting from the return date). After that period, the items will be discarded, and we will not be able to refund your shopping credit or process a refund.
- Due to the time-consuming and complicated nature of handling international returns and refunds, we cannot provide return/exchange services for overseas members. We apologize for any inconvenience.
**How to Return a Product**
1. Log in to your member account and go to the order inquiry page.
2. Select "Request Return" for the order you wish to return and enter the return screen.
3. Select the product you wish to return, choose a return reason, and carefully read the return instructions. Confirm the information to ensure your rights.
4. After receiving your return request, a Cocoon specialist will contact you via email to provide return and exchange procedures.
5. Complete the return following the provided procedures.
You can return bras within the seven-day appreciation period if they are in brand-new condition. Underwear cannot be returned or exchanged.
Cocoon sincerely hopes to improve the accuracy of our bra recommendation system to genuinely help reduce the occurrence of returns and exchanges. To achieve 90% accurate recommendations, we need your help! During the opening period, if you return due to size issues, we will provide shopping credits equivalent to the return shipping fee as a token of appreciation, looking forward to creating a better bra shopping experience with you.
1. Log in to your member account and go to the order inquiry page.
2. Select "Request Return" for the order you wish to return and enter the return screen.
3. Select the product you wish to return, choose a return reason, and carefully read the return instructions. Confirm the information to ensure your rights.
4. After receiving your return request, a Cocoon specialist will contact you via email to provide return and exchange procedures.
5. Complete the return following the provided procedures.
You can return bras within the seven-day appreciation period if they are in brand-new condition. Underwear cannot be returned or exchanged.
**Exchange for Size Issues**
Due to limited stock and fluctuating inventory, we can only offer return services, not exchanges. If the size does not fit or the product does not meet expectations, you can return part or all of the order within the seven-day appreciation period and then reorder.
**Situations Where Returns Cannot Be Accepted**
1. If there are damages caused by trying on the item within the appreciation period.
2. If the product has been contaminated with odors, stains, or damage during your possession.
3. If the product has been washed, is missing accessories (including tags or scratch cards), or if the tags have been cut. (All packaging accessories must be returned for special packaging products).
4. If the product has been altered and does not retain its original condition (e.g., embroidery, cutting, printing).
5. If the promotional gifts are not returned as per the promotion rules or if the packaging is damaged.
6. If the appreciation period has expired.
7. If the 7-11 return code or home delivery receipt has expired.
8. If hygiene considerations prevent the return of close-fitting underwear, socks, and similar items.
9. If special packaging or product accessories are damaged, or if the product packaging is damaged, affixed, or written on.
10. If the custom-made product cannot be returned or exchanged unless there is a defect in the product itself.
11. If the order exceeds the appreciation period, and you return it along with items still within the appreciation period, or if you return items via registered mail.
**Non-Defective Items**
- Loose threads, uncut buttonholes, slight fraying, small stains, repairable buttons, reasonable asymmetry, a measurement error of 1-2 cm, color differences in photos, differences in material expectations, special seams (e.g., safety seams/fixed pocket seams).
- The smell of the original fabric and its dyes.
- Uneven printing or small printing stains (under 0.5 square centimeters).
- Subjective differences in perception due to sewing, style, color, material, fabric thickness, etc.
**Refund Method**
Refunds for credit card payments will be processed directly to the order, but due to different billing cycles and refund dates of card-issuing banks, you may need to pay for the order first before receiving the refund. For specific billing and refund information, please contact your card-issuing bank.
**Important Notices**
Cocoon sincerely hopes to establish a good transaction relationship with you. If you violate Cocoon's order and return policies without reason or maliciously or cannot agree/comply with related rules, we reserve the right to delete your member account and refuse service, and you may be blacklisted.
- If a return is not accepted or is not part of the return order, it will be returned to you by COD (you will need to pay 130 NTD for shipping).
- If we cannot contact you, the returned items will be kept for one month (starting from the return date). After that period, the items will be discarded, and we will not be able to refund your shopping credit or process a refund.
- Due to the time-consuming and complicated nature of handling international returns and refunds, we cannot provide return/exchange services for overseas members. We apologize for any inconvenience.
**How to Return a Product**
1. Log in to your member account and go to the order inquiry page.
2. Select "Request Return" for the order you wish to return and enter the return screen.
3. Select the product you wish to return, choose a return reason, and carefully read the return instructions. Confirm the information to ensure your rights.
4. After receiving your return request, a Cocoon specialist will contact you via email to provide return and exchange procedures.
5. Complete the return following the provided procedures.
You can return bras within the seven-day appreciation period if they are in brand-new condition. Underwear cannot be returned or exchanged.
Cocoon sincerely hopes to improve the accuracy of our bra recommendation system to genuinely help reduce the occurrence of returns and exchanges. To achieve 90% accurate recommendations, we need your help! During the opening period, if you return due to size issues, we will provide shopping credits equivalent to the return shipping fee as a token of appreciation, looking forward to creating a better bra shopping experience with you.