1.Product/Booking
1.How do I know if this product is the right size for me?
If you are not sure about the size, you can contact us online at Fashion@cocomela.com
We will be happy to help you.
2. This product is out of stock, how can I buy it?
This means that this product is in the "pre-order" state.
When the product you like is in the 0 stock state, you can still buy it and pay.
When the product is produced, we will arrange the shipment according to the order time.
1.When no quantity is displayed, there is 0 inventory. Defaults to pre-order
2.Displays the quantity, which means that the product is currently in stock.
3. What is Pre-orders
Some of Cocomela's products are often out of stock due to excessive sales.
When out of stock, the sale of the product will be defaulted to pre-order purchase.
You can still buy it when it is out of stock. When it is in the "pre-order" status, we will inform you as soon as possible.
4. When will the pre-ordered products be shipped?
It usually takes 5-10 working days to process the ordered products. We will try to process and ship the goods within this time. If the goods have not been shipped after this time, we will notify you as soon as possible and inform you of the specific situation.
2.Orders/Discounts
1. I am not sure if my order has been paid successfully and I did not receive the order email?
After you pay, you can check the debit record of your card account or check the account order on the Cocomela website.
Generally, after the order is successfully confirmed, your email will receive a notification of the order confirmation. Maybe it is in the spam folder.
2. When will my order be shipped?
After Cocomela receives your order, it will take us 1-2 working days to process your order.
If it is a pre-order product, it may take 5-10 working days. If there are special circumstances, we will notify you as soon as possible.
3. Why does my order take longer than expected to process?
When Cocomela receives your order, it will take us 1-2 working days to process your order.
Due to the special nature and scarcity of some products, it will take more time than usual to process when sales are tight.
When this happens, we will notify you as soon as possible.
4. How do I cancel my order?
If you wish to cancel your order, please contact us at Fashion@cocomela.com
3.Payment
1.What payment methods do you accept?
Accept Visa, MasterCard, American Express, Discover and Paypal.
If not having your payment channel prevents you from completing the payment.Please contact us. Email：Fashion@cocomela.com
We will make sure to solve it for you at the first time.
2.Can you pay in installments?
CocoMela currently only accepts one-time payments. There are currently no installment payment options available.
3.Can I use a discount code when making a payment?
Of course, you can use the discount code issued by CocoMela during payment. Get the best purchase price.
4.The payment checkout page is unresponsive, what should I do?
It is recommended to clear the browser cache, refresh the page, and if there is no response, please contact us immediately for assistance.
5.The order is in the "Payment" status, what should I do?
The payment processing status indicates that the order needs to proceed to the next payment operation. Of course, you can also cancel the order.
6.I have completed the payment, but the order information is not displayed in my account?
This is extremely rare. When the order is paid, you will receive an order confirmation in your email.
If the account page does not show it, please contact us immediately to handle it for you.
7.Why was my payment rejected?
To protect your privacy, please contact your card issuer or bank to find out whether your account is normal or restricted.
If you still cannot pay after confirming that there is no problem, please feel free to contact CocoMela to handle it for you.
8.Why is my payment fee higher than the order amount and I am still charged a handling fee?
CocoMela does not charge any additional fees or charges during your order payment process.
Maybe the card issuer or bank you use has related fees.
If you encounter these problems, you can save the payment information and pictures. Contact us to handle it for you as soon as possible.
9.Why did I buy one item but have multiple payments?
You will receive a notification in your mailbox for every order that a customer purchases from CocoMela.
If you encounter these problems, you can save the payment information and pictures. Contact us to handle it for you as soon as possible.
10.After I paid, the order was not sent. Can I cancel the order?
Of course you can. You can cancel your order at any time.
You can cancel the order in your account or contact us.
4.Shipping
1.What are the delivery methods?
CocoMela has established long-term cooperation with many well-known express delivery companies, such as DHL, FedEx and UPS.
CocoMela will choose the most suitable delivery method for you according to your delivery address and the service scope of the express delivery. Ensure that the order is delivered in the fastest way.
2.Where does the order ship from?
CocoMela currently ships from multiple warehouses in the United States and China. Your order will be shipped from the warehouse that has actual inventory to ensure the fastest and most efficient delivery.
3.Can you deliver to my country?
CocoMela provides services worldwide. We are a partner of DHL, Fedex and UPS. We can transport goods to most countries in the world. If you have any needs, you can contact us at any time.
4.How much do I have to pay for shipping?
Any item purchased on the CocoMela website will enjoy free shipping service, and you don't have to pay any shipping fees. We provide free shipping for every order and do not set any consumption threshold. So you don't have to worry about it.
5.Do I have to pay customs duties or taxes?
This depends on the assessment decision of the destination country of the package. We cannot predict or avoid it, and every citizen is obliged to comply with it.
6.How long does it take for the order to be delivered?
Once CocoMela receives your order, it usually takes 1-2 days to process your order.
The package will generally arrive within 3-5 days after it is sent. If it is in a remote area, it will take longer to arrive within 5-10 days.
The delivery time depends on the carrier and may vary depending on the destination country.
CocoMela will do everything possible to meet your needs and minimize the processing time for each order.
7.Can I choose the delivery time and courier?
If you have special requirements, please contact us. We will do our best to meet your needs.
When the package arrives at your local courier service provider, you can also contact the service provider to confirm the time you receive it.
8.How can I check the tracking of my order?
When the order is confirmed to be successfully sent, you will receive a tracking number in your mailbox. You can use this number to track the track of your package. Of course, we will also track your package closely. If it is in an abnormal state, we will inform you of the status of the package as soon as possible.
9.Why is the tracking of my order not updated?
The tracking of the package is updated at the discretion of the carrier, and they do not update the track frequently.
It is generally not updated when the package is in transit. It will be updated when the package reaches the local station and is in the delivery process.
We will also track your package closely. If it is in an abnormal state, we will inform you of the status of the package as soon as possible.
10.I received the wrong product, which is not what I purchased. What should I do?
Keep the original packaging of the parcel you received.
The outer packaging of the goods has a shipping number. Please send your order number, product photos and parcel packaging (with shipping number) to our after-sales service. We will track your order to determine at which stage the error occurred.
Once we have resolved this issue with you, you can choose to return the product for a refund or request an exchange for the wrongly received product.
You do not need to pay any fees for this process.
11.I received an incomplete package for my order, what should I do?
If any items or accessories are missing from your package. Please send the order number, product photos and package packaging (with shipping number) to our after-sales service so that we can resolve the issue.
Once we have resolved the issue with you, you can choose to return the product for a refund or request an exchange for the wrongly received product.
You do not need to pay any fees for this process.
5.Return & Exchange
1.What is CocoMela's return policy?
For all products purchased from CocoMela, customers are eligible to return or exchange within 30 days (starting from when you sign for the package. Within 720 hours.).
All returned or exchanged items must be unworn, undamaged, unworn, unwashed, not affecting the secondary sale of the product (no creases, no scratches), and in their original packaging. Otherwise, the return or exchange will be affected.
Then you can contact our after-sales service, and CocoMela will guide you throughout the process.
Your satisfaction is our primary commitment. No matter what stage your order is in, we ensure that you are completely at ease.
2.I didn't like the product I received, can I exchange it?
Of course! If your order meets our return policy criteria, you can choose to exchange it for a different style within the same price range.
If the product you choose is higher or lower than the original price.
If the exchanged product is higher than the original order price, you will need to pay the difference.
If the exchanged product is lower than the original order price, we will also refund you the difference.
This transaction can be made within 30 days of receiving your order.
3.How do I return or exchange a product?
You can send us your questions and needs via email or online chat window service.
Then you need to keep the integrity of the packaged product.
All returned or exchanged items must be unworn, undamaged, unworn, unwashed, not affecting secondary sales (no creases, no scratches), and their original packaging. Otherwise, it will affect the return or exchange.
Then you can contact our after-sales service, and CocoMela will guide you throughout the process.
4.Who pays for the return or exchange shipping?
Customers who purchase products from CocoMela are eligible for 30 days of return and exchange.
If there is no problem with the product after signing for it. (For example, damage, missing, wrong product received) The shipping cost of return and exchange initiated by the customer for personal reasons will be borne by the customer.
If it is due to product problems (such as damage, missing, wrong product received), the shipping cost will be borne by CocoMela.
5.How long does it take to process a refund?
Once we receive the returned item, we will process the refund within 5-10 business days.
Please note that the exact refund time depends on the bank's official processing timeline, as different payment methods may have different processing times.
6.Why is my refund less than the amount I paid?
CocoMela will refund you the amount of your order in the original way.
If your refund amount is inconsistent with the amount received, it may be that the card issuer or bank you use has related fees.
If you encounter these problems, you can save the payment information and pictures. Contact us to handle it for you as soon as possible.
CocoMela
For more questions, please contact CocoMela.
We will serve you throughout the process and solve your problems.
Email：Fashion@cocomela.com