Return policy

Requesting a return

You can request a return within 30 days of receipt. Email coil.cocoon@gmail.com with your order number and the items you wish to return. To exercise your statutory right of withdrawal, you may also send another unambiguous statement by email or post; prior approval is not required for this.

Return address

Coil & Cocoon
Goezeputstraat 11
8000 Brugge, Belgium

Email: coil.cocoon@gmail.com

Website: coilcocoon.com

After you register your return, we will send you a return label and instructions. Keep your proof of postage.

Standard returns are at the customer's expense; necessary return costs for a defective, damaged or incorrectly delivered item are paid by Coil & Cocoon.

Statutory right of withdrawal

As an EU consumer, you can generally withdraw from an online purchase within 14 days of receipt without giving a reason. Then return the items within 14 days of notifying us of your withdrawal. You may inspect an item as you would in a shop. Missing original packaging does not automatically exclude this right; a deduction for diminished value may apply to handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. Sale items are also covered by this right.

Additional return period of up to 30 days

For requests made after the statutory cooling-off period but within our additional 30-day period, we require the item to be unused and unworn, with its labels and original packaging. Your statutory rights in the event of a defect remain unaffected.

Exceptions

A statutory exception may apply to made-to-order or clearly personalised items. For sealed goods that are unsuitable for return for health protection or hygiene reasons, the exception applies only if the seal has been broken after delivery and the statutory conditions are met. Beauty or hair products are not excluded solely because of their category.

Damaged, defective or incorrectly delivered items

Contact coil.cocoon@gmail.com, preferably with your order number and a description or photo of the problem. We will provide an appropriate solution in accordance with your statutory rights; necessary return costs for a defective or incorrectly delivered item are paid by us.

Refunds

For statutory withdrawal, we will refund you within 14 days of your notice using the same payment method, unless otherwise agreed without additional charges. We may withhold the refund until we have received the goods or proof of return, whichever comes first. If you withdraw from the entire order, we also refund the original standard delivery costs; we are not required to refund the additional cost of a more expensive delivery option you selected. For returns under the additional period, we refund within ten working days after receipt and assessment.

Model withdrawal form

Use this form only if you wish to withdraw. You may copy the text and send it by email or post to Coil & Cocoon, Goezeputstraat 11, 8000 Brugge, Belgium, coil.cocoon@gmail.com.

I hereby give notice that I withdraw from our contract for the sale of the following goods:
Goods:
Ordered on / received on:
Consumer's name:
Consumer's address:
Order number (if available):
Date:
Signature (only for a paper form):