Kindly note: our sister company McCoys Couture Grandeur does not offer Click & Collect, nor does it accept returns from Coy online, as it is a separate business with a separate system. We hope you understand x

We are confident you will love your item(s). However, if it isn’t quite right, we have a simple returns process for you to follow!

To return any items please follow the instructions on the returns slip which has been placed in your parcel.

Please be aware and kindly note that all return postage and fees, including any duty and taxes (if applicable), are the responsibility of the customer. Please note, you will receive the cost of the garment, minus the cost of delivery and returns fees back. We recommend using your local post office for safe and easy tracking.

Please note the criteria before returning:

• item(s) must be posted back —we do not offer click & collect. Therefore all items must be returned back to the address via your parcel slip.
• Item(s) must be in original condition
• items must be free from any stains/marks/defects such as makeup, fake tan, perfume, body odours or body lotions.
• item(s) must be unworn/unwashed with original tags.
• earrings/pierced jewellery cannot be returned due to hygiene reasons.
• Two-pieces must be returned as a complete set

 PLEASE TAKE CARE WHEN TRYING ON GARMENTS

 

Jewellery and Accessories 

JEWELLERY IS NON-REFUNDABLE/RETURNABLE DUE TO ITEMS DELICATE NATURE AND HYGIENE REASONS. 

To receive a refund for your return

• Your purchase must be sent back to us within 14 days of receipt. 
• You must ensure that your return is in perfect, unworn condition and has all tags and labelling in place. Please note that if your return is in an unsellable or altered condition, smelling of any odours i.e perfume, free from any stains such as makeup/tan, it will be returned back to you. 
  
  

How long do I have to submit my return? 

All customers must send back their return within 14 days of receipt. After the 14 days, the label will expire, and a return cannot be processed or accepted. 

How long does it take for us to process your return and refund?

We will attempt to process all returns within 7-14 days of receipt. We will use this time to quality check each product thoroughly, ensure all tags are present and that the garment is in an acceptable and sellable condition. Once we have received and accepted your return, your refund will be processed within 7-14 business days (please allow extra time during peak period or outside banking days). 

 
What if my product isn’t quite right?

Due to the nature of our delicate fabrics and garments, we have a dedicated QC procedure which checks every garment before it is dispatch to you. However, if you do happen to receive a faulty item, you must reach out to our team within 48 hours of receipt to discuss next steps. Please ensure you send a description of the issue and relevant photos so we can arrange a remedy- 

Email to coyonlineofficial@gmail.com

 
What if I try to process a return outside the returns window as stated above? 

Customers will not be offered a refund or a credit option if they attempt to process a return outside of our returns window. (14 days).

Kindly note that any Duties and Taxes paid on delivery cannot be refunded.

Exchanges

While COY online does not offer exchanges at this time, our return policy allows up to 14 days to return for a refund. A new order may be placed at any time for the item you wish to have instead.