If a product is damaged or defect upon arrival of the order the customer must contact our Customer Care by emailing and explain the occurred as detailed as possible and also include their order number, name and phone number. Please attach a photo
 of the defective product so that customer care can quickly process the claim. 

Important: Do not return the product without having received confirmation to do so – wait for an email with further instructions. 

Important: Save the quilted envelope/ packaging that the order was sent in – in case of need to return the product it is reused. It is the customer’s responsibility that the product gets back to Cocoo, so please make sure it is well packaged before sending it back to us via post. 

In case of eventual disputes the decision of The National Board for Consumer Disputes will be followed.