Returns & Shipping Information

Shipping

We process and ship all orders within 24 hours. If your item is in stock then it will be dispatched the same day so you won't have to wait long to get your hands on our Royal Cocoon products whether it's a soft silky bamboo baby swaddle, baby wrap, crystal water bottle or combination of products!

At Royal Cocoon, we offer free domestic shipping and free international shipping on orders over $200.00 in one transaction after any discounts or vouchers are applied.

Express Shipping Option is available for $14.95

Tracking

All orders come with a tracking number which will be emailed to you once your order has been dispatched.

Delivery Times

If in stock, all orders will be processed and dispatched within 24 hours of purchase.

Standard shipping within Australia takes 1-7 working days.

Standard International shipping takes 3-12 working days.

In the unlikely even that your order has taken longer than the above delivery times, please feel free to email us and we will investigate for you.

Return & Refund Policy

At ROYAL COCOON, we pride ourselves on our luxurious designs, and quality craftsmanship. In the instance that you change your mind, or your purchase is not suitable or the piece is faulty, the following terms and conditions apply.

This policy applies to all purchases made online through the ‘ROYAL COCOON e-boutique’ (located at www.royalcocoon.com.au).

All items must be managed from their original purchase source  Items purchased from a ROYAL COCOON stockist, must be returned to the stockist from where they were purchased and are not managed by the 'ROYAL COCOON' e-boutique.

 

RETURN CONDITIONS

Returns or exchanges will be accepted when: 

  • the goods are returned to the original purchase location within 14 days of the original purchase date. Returns outside these time frames may be accepted at the sole discretion of ROYAL COCOON;
  • proof of purchase to ROYAL COCOON’s satisfaction is provided, in the form of the ROYAL COCOON transactional receipt or invoice; and
  • the items are in their original condition, meaning that:
    • all tags are still intact;
    • the items are in their original packaging; and
    • the items have not been worn, altered, damaged or washed
  • return shipping is at your cost 

This clause does not apply where an item has a manufacturing defect which has been brought to our attention within 3 months of the purchase date.

 
Sale Items
‘Sale’ or ‘markdown’ items purchased from a ROYAL COCOON Retail Boutique cannot be returned for change of mind.

Nothing in this policy overrides consumer rights under statute – see Faulty Returns.

 

RETURN PROCEDURE

ROYAL COCOON e-boutique Returns Procedure

Below you can find step by step how to initiate the return:

Step 1:
Ensure the conditions of return listed above have been met.

Step 2:
Submit your return via email to returns@royalcocoon.com.au

Step 3:
Add your order number used to place your order

Step 4:
include the item description you are returning

Step 5:
Enter a Return Reason for item you are returning 

Step 6:
Select Your preferred Refund Method 

Step 7:
Review the items in your Return email 

Step 8:
Await confirmation and acceptance of your return 

Step 9:
To return your parcel simply fill in your name and contact details, including your ROYAL COCOON order number and SEND TO :

ROYAL COCOON

ATT: RETURNS

PO BOX 6300,COFFS HARBOUR,NSW ,2450


Return Shipping

Return shipping must be sent back to the ROYAL COCOON Online Store within 14 days of receipt.

Original shipping charges are non-refundable and charges for returned items are the responsibility of the customer.

ROYAL COCOON takes no responsibility for missing incoming deliveries of a return. We encourage you to return your item(s) via registered or traceable postal services as return parcels remain the responsibility of the customer until received by ROYAL COCOON.

Late Returns

Your item(s) should be sent back to us within 14 days. Return outside these timeframes may be accepted at the discretion of ROYAL COCOON.

 

GIFT RETURNS

If you have received an item purchased from ROYAL COCOON e-boutique and you would like to return that item or exchange it, then you must follow the procedures set out in this Returns Policy to return your gift.

 

 

FAULTY RETURNS

ROYAL COCOON e-boutique can assist you with your return of a faulty item by offering you a number of solutions:

  • if the fault is minor(as determined at the sole discretion of ROYAL COCOON), we may elect to repair the product, where possible;
  • if the fault is major(as determined at the sole discretion of ROYAL COCOON), you may elect to receive:
    • a replacement product (if possible); or
    • a refund of the original purchase amount (except if the original purchase was made using a credit note.

 

ROYAL COCOON will only offer you a repair, exchange or refund if:

  • the goods are returned within a reasonable time, being 3 months from the date of purchase; and
  • proof of purchase to ROYAL COCOON’s satisfaction is provided, in the form of the ROYAL COCOON transactional receipt or invoice; and
  • upon assessment by ROYAL COCOON:
    • the item is considered faulty; or
    • the item is considered to hold a manufacturing fault; or
    • in respect to ROYAL COCOON e-boutique purchases, the item varies significantly to the ROYAL COCOON e-boutique description and/or images; or
    • in respect to ROYAL COCOON e-boutique purchases, the item delivered is not the item that was ordered.

 

ROYAL COCOON will not offer a repair, exchange or refund of any item where fault or damage has been caused by the wearing of, or incorrect caring for, the item. However, if you believe the item is faulty please follow our return procedure appropriate to your channel of purchase

Please note that for faulty items, purchased from a ROYAL COCOON stockist you are required to return the item to the relevant stockist.

  

REFUND POLICY

If you are entitled to a refund, your refund must be returned to the original place of purchase; ROYAL COCOON e-boutique or stockist. Your refund will be returned to the original payment method or credit or debit card, the cardholder and the same card are required if alternative payment is not specified

ROYAL COCOON e-boutique Refund
ROYAL COCOON e-boutique, returns are processed in accordance with our processing procedures. Processing of refunds can take up to 5 business days to show on your account due to varying processing times between payment providers. You will receive an email from ROYAL COCOON Customer Care when your refund has been processed.

 

CONSUMER GUARANTEES

Certain legislation including the Australian Consumer Law (ACL) in the Consumer and Competition Act 2010 (Cth), and similar consumer protection laws and regulations may confer you with rights, warranties, guarantees and remedies relating to the provision of goods or services to you by us which cannot be excluded, restricted or modified. Our liability is governed solely by the ACL and this Policy and in relation to the ROYAL COCOON e-boutique, any terms of use and purchase specified on the website.

If you are a consumer as defined in the ACL, the following notice applies to you: "Our goods come with warranties and guarantees that cannot be excluded under the Australian Consumer Law (Consumer Guarantees). You are entitled to a replacement or a refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.”

 

AMENDMENT

This Policy may be amended from time to time by ROYAL COCOON, without prior notice. Any purchase from us following any such amendments will be deemed to be confirmation that you accept those amendments. We recommend that you check ROYAL COCOON’s current Terms, before making any purchase. Our agents, employees and third parties do not have authority to change the Terms.