Refund policy

Last updated: 27 August 2025

Thanks for shopping with Cocolitos. We want your experience to be fair and clear. If an order isn’t quite right or you change your mind, here’s how to exercise your 14-day withdrawal (cooling-off) right, which items can be returned (and which cannot for customisation/hygiene reasons), who pays return shipping, and when we issue your refund.

To ensure traceability, you must request a return by email before sending anything back; we don’t accept parcels without prior authorisation.

1) Return window

  • You have 14 calendar days from delivery to withdraw (EU consumers), no reason required.
  • To start a return, email contact@cocolitos.eu with your order number.

2) Return address

COCOLITOS
C/ Lepant 270, Bajos
08013 Barcelona, Spain

3) Condition of returned items

For a return to be accepted, items must be:

  • In the same condition you received them.
  • Unworn/unused, complete, with tags and in the original packaging.
  • Accompanied by the receipt/proof of purchase.

4) Damages & issues

Please inspect your order on delivery. If an item is faulty, damaged or you received the wrong item, contact us promptly (ideally within 48–72 h) so we can assess and put things right.

In these cases, Cocolitos will cover return or replacement shipping. Your purchase is also covered by the statutory legal guarantee (up to 3 years for new goods, as applicable under EU/Spanish consumer law).

5) Exceptions — items not eligible

  • Made-to-measure or personalised products (sizes, engravings, finishes).
  • Personal care/hygiene items once unsealed (e.g., certain textiles).
  • Digital downloads: once the download starts with your express consent, the withdrawal right is lost.
  • Sale items or gift cards.

6) Return costs

  • For a change of mind (withdrawal), the customer pays return shipping.
  • If due to a Cocolitos error or a faulty/damaged product, we cover the cost.
  • For bulky items (e.g., furniture), we can arrange collection and will confirm the cost beforehand.

Note: if a partial return brings your order total below the free-shipping threshold (€100), we may deduct the actual initial shipping from your refund. See our Shipping policy.

7) Exchanges

We don’t process direct exchanges. If you need a different variant, please return the item and place a new order.

8) Refunds

  • We’ll notify you once we’ve received and inspected your return.
  • If approved, refunds are issued to the original payment method.
  • Timing: up to 14 calendar days from your withdrawal notice, though we may withhold the refund until we receive the item or proof of shipment.
  • Refunds include the initial standard shipping. Express or priority upgrades aren’t refundable.

Your bank/card issuer may need additional time to post the amount.

9) Model withdrawal form (optional)

If you wish, copy and email this template:

To the attention of Cocolitos — contact@cocolitos.eu
I hereby notify you that I withdraw from my contract of sale for the following good/service:
— Order no.: __________
— Received on: ___ / ___ / ____
— Full name: __________________________
— Address: __________________________________
— Email (used for the purchase): ___________________
— Date: ___ / ___ / ____