Shipping policy
Shipping and Delivery
We aim to dispatch all orders processed under business hours Monday-Friday the same or following business day. Delivery times may vary depending on your location and other factors beyond our control. Please note that unexpected delays may happen and that COCOMOON SWEDEN are not responsible for any delays or issues caused by third-party shipping carriers.
During the checkout process, you will be provided with an estimate of the shipping costs and delivery times before finalizing your order. Orders cannot be canceled after ther have been confirmed through our website.
If a package goes unclaimed or is declined by the customer for any reason, the parcel will be returned to COCOMOON SWEDEN AB by DHL or the relevant carrier. In such cases, the cost of return shipping will be deducted from your refund. This charge is non-refundable and final. The customer is normally notified by e-mail or SMS.
COCOMOON SWEDEN are not responsible or accountable for any orders that have been marked as delivered.
EU
All orders are shipped from within the EU (Sweden), ensuring a seamless delivery process with no additional customs duties.
International/Non-EU
For orders outside the EU, customs duties and/or VAT may apply. These fees are determined by your country's regulations and are the responsibility of the customer. Cocomoon Sweden is not liable for any customs charges or local taxes associated with international shipments. We recommend familiarizing yourself with your local customs policies, as these charges may need to be paid to release your order.
If you have any questions or need further assistance regarding delivery and shipping for your order, please feel free to contact our customer service team.
Returns and Exchanges
By law the customer or it´s representative has a 14 day right of withdrawal from the date that they receive the product ordered. During these 14 days (withdrawal period) the customer has the right to cancel any purchase by notifying COCOMOON SWEDEN.
The right of withdrawal does not apply when:
- If the item has been opened or used in a way that diminishes its value or hygienic status. This mean that underwear that has been worn cannot be returned for a refund if it is no longer in new condition.
- If the seal/hygienic liner has been moved in any way.
If the customer wishes to withdraw the purchase, the customer or it´s representative shall send a clear message to COCOMOON SWEDEN, info@cocomoonsweden.com within the withdrawal period. The customer may use the standard form provided by the National Board for Consumer Policies for the right of withdrawal. The customer may also send a clear message with information such as customer name, address, order number and product name.
The customer shall pay for the return shipping costs. The product shall be sent well packaged in new condition, with hygienic liners intact and in original packaging.
To avoid potential disputes or issues with refunds please carefully consider your size and preferences before opening or using the packaging of underwear. If possible, keep the packaging intact until you are completely sure that the product fits and meets your expectations.