Exchanges and returns
We believe that all our customers have the right to try on our items, and therefore our policy differs depending on whether customers have the opportunity to do so before or only after purchasing our jewelry. As a result, our return policy varies depending on whether the purchase was made through our online store or at our physical store.
Exchanges and returns are only possible at the same location where the items were purchased — if the item was purchased online, the exchange, return or refund can only be processed online; if the item was purchased at the physical store, the exchange can only be processed at the physical store.
COQUINE is not responsible for any issues arising from incorrect order and delivery details, particularly regarding delivery/shipping addresses.
Shipping costs for exchanges and returns will always be borne by the customer. This policy does not apply to situations covered by warranty.
COQUINE is not responsible for the exchange and return policies of products purchased from its retailers. If you purchased a COQUINE product outside of our store, please contact the location where you purchased the item and inquire about their exchange and return policy.
Exchanges
Exchanges can be requested by email, through hello@coquinejewelry.com, clearly stating the order number and invoice number. We recommend that you let us know immediately which item you wish to exchange for, so that we can ensure our stock.
Upon receipt of your exchange request, you will be provided with all the necessary information for shipping the item to be exchanged, and once we receive it, the new item will be shipped to the address provided in the order.
Exchanges will only be accepted if the items are in the same condition as when they were purchased. We will not exchange any items that show visible signs of use, deformation resulting from use, and/or dirt.
Exchanges will only be accepted for items of equal or greater value. If the selected item has a lower value than the item to be exchanged, the difference will be forfeited, and no refund will be issued to the customer. If the item to be exchanged was purchased on sale or at a promotional price, that price will be used for exchange purposes.
Shipping costs for items to be exchanged and exchanged items will be borne by the customer.
Timeframe
Within 15 days from the date of receipt of the order.
Items Not Eligible for Exchange
Exchanges of personalized jewelry are not accepted.
Returns and Refunds
Returns can be requested by email, through hello@coquinejewelry.com, clearly stating the order number and invoice number. We recommend that you indicate the reason for the return so that we can process it as efficiently as possible. After we confirm receipt of your return request, the item must be mailed to the COQUINE store address:
COQUINE JEWELRY
Largo dos Lóios, 79
4050-338 Porto
Once we receive the item, we will inspect it to ensure it is eligible for return.
Only items that are in the same condition as when they were purchased may be returned. Returns will not be accepted for any items that show visible signs of use, deformations resulting from use, and/or dirt.
The customer will be notified, within a maximum of 5 business days, of the approval or rejection of the return. If the return is accepted and whenever possible, the refund will be processed via the payment method used for the purchase. If a refund cannot be issued to the payment method used for the purchase, the customer will be notified and given 10 days to provide an alternative payment method for processing the refund. Once the customer has indicated the desired payment method, the refund will be processed within a maximum of five business days.
COQUINE is committed to processing refunds for authorized returns within the timeframes mentioned above. However, depending on the refund method, the time it takes for the funds to become available to the customer may vary. If you haven’t received your refund yet, please check with your bank again. There is a processing time before a refund is posted, and it may take a few days for the money to be credited to your account. If you still haven’t received the refund, please contact us at hello@coquinejewelry.com.
If the return is rejected, the customer will be notified of the reason for the rejection and will be given 10 days to indicate whether they wish to exchange that item for another of equal or greater value (following the exchange process described above) or whether they wish to have the item shipped back to them, with the customer bearing the respective shipping costs.
The shipping costs for returning items will be borne by the customer.
Timeframe
Within 15 days from the date of receipt of the order.
Items Not Eligible for Exchange
Exchanges of personalized jewelry are not accepted.