Frequently Asked Questions (FAQs)
How can I contact Cocomi?
If you have any questions, please contact us via email at info@shopcocomi.com . Our customer service team will be happy to assist you!
Does Cocomi ship worldwide?
Yes, we ship worldwide.
Where are you shipping from?
Shipped from Japan.
Can I change or cancel my order?
Please make sure you request any changes/cancellations within 12 hours of placing your order as we aim to process orders as quickly as possible - any requests after this time will not be entertained. You can return your order after it has been placed for a full refund.
What payment methods are available?
We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal.
When will my order be processed?
All orders are processed and shipped from our warehouse. During holidays and sales, order processing may take longer than usual. We process orders between Monday-Friday. Orders are processed within 1-3 business days from the order date and shipped the day after the processing date. Please note that we do not ship on weekends.
How long will my order take to arrive?
Due to high demand, orders may take 2-4 weeks to arrive.
What should I do if I don't receive my order?
If you don't receive your order within 30 days of shipping, you'll be eligible for a full refund.
Are there any duties or taxes?
Prices displayed on our site are in US Dollars and exclude taxes. You may be subject to duties and taxes when you receive your order. Import taxes, duties and related customs fees may be charged when your order reaches its final destination. Payment of these fees and taxes is your responsibility and we are not responsible for them. We are also not responsible for delays caused by customs in your country. Please contact your local customs office for more information on these charges.
How do I return an item?
Please contact us at info@shopcocomi.com .
What should I do if I receive a defective/wrong/damaged item?
If the item you received is faulty, incorrectly sent, or damaged, please contact us with your order number, product photos, and all relevant information and we will deal with the matter as soon as possible.
When will I receive my refund?
All refunds will be credited to your original method of payment. If you paid by credit or debit card, refunds will be sent to your card-issuing bank within 7-10 business days of receipt of your returned item or cancellation request. Please contact your card-issuing bank to find out when your refund will be reflected in your account. If your refund has not yet been reflected in your account, please contact your bank or credit card company. It may take some time for the refund to be reflected in your account.