1. Scope and Australian Consumer Law

This Policy distinguishes between (a) voluntary change-of-mind returns offered by Coco Marlowe and (b) rights and remedies that may apply when goods are faulty, damaged, incorrect, unsafe, materially different from their description or otherwise fail to meet a consumer guarantee under the Australian Consumer Law (ACL).

Nothing in this Policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded or restricted under the ACL.

Coco Marlowe's voluntary change-of-mind arrangements are additional commercial benefits. They are not a statutory cooling-off or withdrawal right for ordinary online purchases.

2. 14-Day Voluntary Change-of-Mind Returns

An eligible customer may request a change-of-mind return within 14 calendar days after delivery. Examples include no longer wanting the item, ordering the wrong size or colour, preferring another item, or deciding the item is not suitable for personal preference.

The request must be made to hello@cocomarlowe.com within the 14-day period. Requests made after that period may be declined.

3. Condition of Goods for Change-of-Mind Returns

To qualify, goods must be returned in substantially the same condition in which they were received. They must be unworn, unused, unwashed, unaltered and free from stains, make-up, odours, perfume, damage or other signs of use.

Original tags, labels and packaging must be retained where reasonably applicable. Coco Marlowe may decline a voluntary return, or apply a reasonable deduction where permitted, if the condition of the goods has materially deteriorated because of handling or use beyond what is reasonably necessary to inspect or try them.

These conditions apply to voluntary change-of-mind returns only and do not override statutory rights relating to genuine product faults.

4. Initial Return Request and Evidence

Before any voluntary return is authorised, the customer must provide the order number, the item(s) concerned, the reason for the request and clear, recent photographs showing the overall condition of the product, its tags and its packaging where applicable.

Where a customer alleges a fault, damage, incorrect item or material non-conformity, the customer should identify that issue when first contacting us and, where reasonably possible, provide clear photographs of the complete product and close-up photographs of the reported issue.

This initial assessment creates a dated record of the product's condition, helps us determine the correct process and reduces unnecessary international returns. A customer must not deliberately damage, alter or misuse goods in an attempt to obtain a remedy for a fault that did not exist at delivery.

5. Faulty, Damaged or Incorrect Goods

If you believe a product has a genuine fault, arrived damaged, is materially different from its description or is not the item ordered, contact hello@cocomarlowe.com with your order number and a description of the issue.

Coco Marlowe may reasonably assess the product and the circumstances before determining the appropriate remedy. Where the issue cannot reasonably be shown in photographs, the absence of photographic evidence will not by itself remove any rights that apply under the ACL.

Damage caused after delivery by misuse, improper handling, alteration, accident, deliberate damage, ordinary wear and tear, or failure to follow reasonable care instructions is not treated as an original product fault merely because it later affects the product.

6. ACL Remedies

For a major failure, the customer may have the right to choose a refund or replacement. For a failure that is not major, the supplier may be entitled to provide an appropriate remedy within a reasonable time.

Consumer guarantee rights are not limited to Coco Marlowe's 14-day voluntary change-of-mind period. Original packaging, tags, return-form requirements and voluntary exchange limits will not be applied where doing so would unlawfully restrict an ACL right.

7. Return Authorisation and Return Address

Do not send goods back before receiving written return instructions from Coco Marlowe. Once a return is approved, Customer Support will provide the Return Authorisation, the official Return Form, the relevant return address and any applicable shipping instructions.

Returns may need to be sent to an international fulfilment centre. The correct address is provided only after assessment because fulfilment and return routing can vary by product, supplier or logistics arrangement.

Goods sent to an unauthorised address may be delayed, rejected or become impossible to identify.

8. Official Return Form

For approved voluntary change-of-mind returns, the official Coco Marlowe Return Form must be completed and placed inside the parcel. Informal handwritten notes or unrelated documents do not replace the official form.

The form allows our fulfilment team to associate an international return with the correct order. If a voluntary return arrives without sufficient identification, processing may be delayed or may become impossible if the order cannot reasonably be identified.

This procedural requirement does not remove rights that cannot lawfully be excluded under the ACL.

9. Seven-Day Dispatch Deadline

The carrier's first acceptance or lodgement scan will normally determine whether the return was dispatched on time. If the parcel is not dispatched within this period, the voluntary Return Authorisation expires and the change-of-mind case is closed.

Contacting Coco Marlowe again after expiry does not restart the return window. Any extension is discretionary and must be agreed in writing before the existing deadline expires.

10. Tracked Shipping and Return Risk

All authorised returns must use a tracked shipping service. The customer must provide the tracking number to Coco Marlowe promptly after dispatch and should retain proof of lodgement until the case is closed.

For voluntary change-of-mind returns, the customer remains responsible for the return parcel until it is delivered to the authorised return facility. Coco Marlowe is not responsible for voluntary returns lost in transit, sent to the wrong address, or delayed or rejected because of incorrect customs declarations or documentation completed by the customer.

11. Refund Processing

After an approved return is received and inspected, Coco Marlowe will confirm whether it satisfies the applicable return conditions. Approved refunds are issued to the original payment method unless another resolution has been expressly agreed.

For voluntary change-of-mind returns, return postage is not refundable. The A$9.95 Priority Processing fee is also non-refundable once priority processing has been provided.

Once a refund is issued by Coco Marlowe, additional processing time imposed by banks, card issuers or payment providers is outside our control.

12. Return Costs for Confirmed Faults

Where a product can easily be posted, the customer may initially be asked to return it for assessment. If Coco Marlowe confirms a problem covered by the ACL, reasonable return costs already paid by the customer will be reimbursed where required by law. Customers should retain postage receipts.

If assessment reasonably establishes that the alleged fault is not present or was caused by the customer, the treatment of return or assessment costs will be determined in accordance with applicable law.

13. Alternative Resolutions

Before a voluntary return is completed, Customer Support may propose an alternative resolution designed to provide a faster or more practical outcome. This may include a partial refund while keeping the item, store credit, a voucher, a discount on a future purchase, a replacement, a Simplified Size Exchange or another mutually agreed solution.

The customer is not required to accept an alternative resolution. However, where the customer expressly accepts an alternative resolution as the full and final resolution of a voluntary change-of-mind or sizing request, that voluntary case is closed once the agreed benefit has been issued or performed.

The same voluntary case cannot later be reopened solely because the customer prefers a different commercial resolution. This does not waive any statutory right that cannot lawfully be excluded.

14. Simplified Size Exchange

Where a customer genuinely requires another size of the same item, Coco Marlowe may, at its discretion, offer a Simplified Size Exchange instead of requiring the ordinary international return process.

Depending on the circumstances, the customer may be allowed to retain the original item while another size is arranged under agreed conditions. Approval may depend on stock availability, photographs, product condition and payment of any agreed difference or charge.

A Simplified Size Exchange is a discretionary commercial accommodation and is not automatically available for every item or order.

15. One Simplified Size Exchange Only

A customer may not use the simplified process to obtain a second, third or further size. Any subsequent request based on size, fit, colour preference or change of mind must follow the ordinary purchasing and return procedures and may require a new order.

16. Finality of Simplified Size Exchanges

By accepting a Simplified Size Exchange, the customer agrees that it is the full and final resolution of the original sizing or change-of-mind request.

Once accepted or fulfilled, the original voluntary return request is closed; no new 14-day change-of-mind period begins; and both the retained original item and any replacement item supplied through the simplified exchange are treated as final sale for change-of-mind purposes.

Those items are not eligible for a further voluntary refund, return or Simplified Size Exchange. Before completing the exchange, Coco Marlowe may request written confirmation that the customer understands these conditions.

This finality applies only to voluntary change-of-mind rights offered by Coco Marlowe and does not exclude rights relating to a genuine failure under the ACL.

17. Failed Delivery, Incorrect Address and Unclaimed Parcels

Customers are responsible for providing complete and accurate delivery details and for reasonably cooperating with the carrier. Customers should monitor tracking and respond to reasonable delivery or collection requirements.

Where delivery fails because of an incorrect or incomplete address, repeated unsuccessful delivery attempts, failure to collect the parcel within the carrier's deadline, or another circumstance attributable to the customer, Coco Marlowe may charge reasonable additional shipping or handling costs before arranging re-shipment.

If a parcel is recovered and the customer requests re-shipment, the applicable re-shipping charge must normally be paid before dispatch. Any refund or deduction will be handled in accordance with applicable law and the actual status of the goods; there is no automatic rule that removes statutory rights.

18. Refused Deliveries

Refusing delivery does not automatically constitute a valid change-of-mind return and does not replace the Return Authorisation process. Customers wishing to return an item should ordinarily receive the parcel and contact Coco Marlowe for instructions.

Where a customer deliberately refuses delivery without prior written agreement and reasonable additional logistics costs arise, Coco Marlowe may take those costs into account where permitted by law.

19. Proof of Purchase

Coco Marlowe may request reasonable proof of purchase before processing a return, exchange or consumer guarantee claim. Evidence may include an order confirmation, order number, payment record or other reasonable evidence that the product was purchased from Coco Marlowe.

20. Fraudulent, Abusive or Misleading Claims

Coco Marlowe may investigate circumstances indicating potential misuse of the returns process. This may include comparing photographs provided at the start of a case with later photographs, fulfilment records, delivery information, customer correspondence and the condition of goods received at the return facility.

Where evidence reasonably indicates that damage occurred after delivery because of misuse, improper handling, alteration or deliberate conduct by the customer, that damage will not be treated as an original product fault.

A genuine ACL claim will not be rejected merely because the customer previously considered or requested a voluntary change-of-mind return.

21. Sale and Final-Sale Items

Unless otherwise stated before purchase, sale and promotional items are subject to the same voluntary return eligibility conditions as other products.

An item clearly identified as Final Sale before purchase may be excluded from Coco Marlowe's voluntary change-of-mind return policy. Final Sale status does not remove statutory rights for genuine failures that cannot legally be excluded.

22. Contact

Return, exchange, refund and product-issue enquiries should be sent to hello@cocomarlowe.com. Include your order number and all relevant information so that Customer Support can assess the case efficiently.