Order Modify
If you need to modify your order within 24 hours after the payment is confirmed, please contact our customer service as soon as possible (via online chat or email to support@cotdoll.com).
After more than 24 hours, the package may have entered the processing state, and in some cases, the address cannot be changed anymore.The delivery address of the dispatched order cannot be changed.
Please collect your package at the original address or contact your local Courier to change the delivery address of the dispatched order.
Order Cancellations
After the order is confirmed and paid, the specific information of the order will be pushed to our warehouse for processing. Orders for the weekend will be processed starting from next Monday.
If the item you ordered is out of stock at present, CotDoll will contact you by email (support@cotdoll.com).
Please note that our warehouse is closed on weekends and holidays. We apologize for any inconvenience.
CotDoll will refund orders that have been paid for but not yet dispatched based on the following situations:
A. All the goods in the order are in stock:
- Orders that remain unprocessed within 24 hours can be refunded 100%.
- After 24 hours, the order can be refunded at 90%.
- Shipped orders are non-refundable.
B. The goods part within the order needs to be pre-order:
- Orders that remain unprocessed within 24 hours can be refunded 100%.
- Orders have been processed can be refunded at 80%.
- Shipped orders are non-refundable.
C. All the goods in the order needs to be pre-order:
- Orders that remain unprocessed within 24 hours can be refunded 100%.
- Orders have been processed can be refunded at 65%.
- Shipped orders are non-refundable.
Order Return & Exchanges
Eligibility Period And Condition:
- You have 5 days from receiving your item to initiate a return or exchange.
- The products must not be altered, or washed.
- The products must be in its original, unworn or unused condition, with all tags attached, and in its original packaging.
How to Initiate a Return or Exchange
Contact us at support@cotdoll.com to start your return process.
Emails will be replied on the coming business day if you send requests on weekends or holidays.
Please keep the goods safe during this period to ensure that they meet our refund conditions.
Upon acceptance, we’ll send you a detailed instructions on our address and how to send your package.
Returns without prior request will not be accepted.
Refund Process
The refund will be returned to your payment account along the original payment route within 7 working days.
If you do not receive the refund, please contact our customer service as soon as possible to verify the refund status.
Non-Refundable Situations
- We do not provide refunds if your package is returned due to refusal to pay taxes or if customs cannot contact you. Please note that CotDoll is not liable for any local customs fees.
- No refund will be issued if your package cannot be delivered because you moved to a new address after we shipped it.
- In the event of package destruction or loss due to natural disasters, we apologize and may share part of the loss with you.
- Refunds are not given if the package fails to be delivered due to incorrect address or phone number provided by you.
- We do not offer refunds for delays in shipping.
Notificaation
If you decide to exchange or return an item for personal reasons, please be aware of the associated costs:
International Return Shipping: You are responsible for covering the shipping costs of sending the item back to our warehouse.
Customs Duties: You must also pay any customs duties incurred on the returned item within our country.
Shipping for Replacement Item: You will cover the shipping costs for the replacement item.