Q1: Information about orders return/exchange
If the size does not fit, we will exchange it.
For return & exchange, please contact our customer service via https://www.instagram.com/cockatoe_footwear/, and and buyers are responsible for returning their merchandise and paying for shipping charges (s).
Please include a note with the returned parcel with the original tracking number and contact information.
Please do not return the parcel using the freight-to-collect option. Such parcels will not be accepted under any circumstances because we are unable to confirm the contents.
Please be aware to note the tracking number and keep track of the returning parcel since Cockatoe does not share the responsibility of parcels not sent by us.
Cockatoe will deduct the original shipping fee or discount when calculating the refund if the original promotion event, coupon, or free shipment cannot be applied to the same order after returning item(s).
Please note that we won't accept return products under such circumstances-
1. 7-day return period has expired.
2. Returned product(s) show obvious signs of being used, scratched, stained, stretched, damaged, or attached with any additional materials.
3. The product(s) being returned include missing parts or accessories, as well as free gifts, dust bags, shoeboxes, and other items.
4. Please wrap the return shoebox in at least one additional plastic bag and avoid sticking the consignment note directly on the box. If the shoebox is damaged in any way, an extra RM7-10 (per item) will be charged.
5. If the product is not returned within 7 days after you applied for return, your return will be canceled by us.
6. Please be aware that making multiple returns without a good cause may result in your account being banned, affecting your ability to make future purchases.
Q2: How will the refund be calculated if the returned order has applied a promotional event?
Cockatoe will deduct the difference in price when computing the refund if the remaining item(s) from the returned order cannot be used with the discount code or promotional event.
Q3: Return method and time
After the item(s) are approved for return, we will process the refund within 7-14 business days.