Return & Refund Policy
Returns & Replacement
Due to the customisation nature of our products, please make sure all information is correct before placing your order. After your order is placed, our artisans will start manufacturing your products ASAP according to your specification. Therefore, we are sorry that we do not accept any change to your order or cancellation of your order after your order is placed.
However, we do offer a 7-day replacement guarantee if you notice any accidental damage during manufacturing or logistics after you receive your order. To start a replacement claim, email us at [email protected].
We also offer a 1-year return policy at the cost of 40% of price of the original product and mailing fees, which means you have 365 days after receiving your item to request a return if there's a defect or your own remorse. Nevertheless, note that our measures may be larger or smaller than other brands as stated in our size charts. Sizing will strictly follow the size chart and therefore any error in sizing will not be eligible for replacement. Please make sure to check the size chart before placing your order. Smaller color variation will not be eligible for return either.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the email receipt or proof of purchase.
To start a return, you can contact us at [email protected]. If your return is accepted, we’ll send you a return shipping address, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at [email protected].
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Under extreme circumstances, we may decide to partially refund your account. We will notify you once we’ve received your request, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
All inquery shall be addressed to:
The Quocoa Team; [email protected]; 129 Simei Street, Singapore.