Policy & Returns Processes

Please take care when trying on your purchases and return them in the same condition you received them.
Any returns that do not meet our policy will not be accepted.

Items must be returned unworn, undamaged and unused, with all tags attached and the original packaging included.Footwear and accessories must be returned with the original branded boxes and dust bags, where provided, and placed inside a protective outer box for shipping.

When trying on footwear, please take care not to mark the soles or damage the shoe box.

If an item has a Coeur Cadeaux security tag or brand tag attached, it must be returned with the tag in its original position.

Beauty and cosmetic products must be returned unopened and unused, with the seals of any packaging still intact.

Hosiery, lingerie and swimwear items must be returned with the hygiene seals attached and in unopened and undamaged product packaging, where applicable.

Lingerie and swimwear must only be tried on over your own undergarments. We will not accept any returns that have been worn or are soiled.

 

CUSTOMISED ITEMS

Due to the nature of customised orders, and the fact that they have been specially created for you, we will not be able to accept returns unless the customised pieces were damaged or faulty when delivered to you.

VINTAGE ITEMS

Pre-owned goods, such as Vintage pieces, have undergone rigorous inspection prior to sale to guarantee their quality, precision and authenticity. As such, these valuable and timeless pieces should be treated with great care as with new items, and returned in the same condition in which they were received.

It is our aim that every item arrives in great condition and we hope you’re always thrilled with your purchase. If you receive an item in a flawed or damaged condition, please contact our Customer Care Team within 24 hours outlining issues and sending photographic evidence and where possible we will arrange for a new replacement to be sent to you or a return for a full refund of the defective item.
RETURNS PROCESS
To complete your return, we require a receipt or proof of purchase. You must inform our Customer Care Team who will send you an email with a returns order number and all the details you’ll need to complete the return.
You will be responsible for paying for your own shipping costs for returning your item.
If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. Kindly send us the shipping details of the package including the tracking number of your chosen trusted courier.
To be eligible for a refund, returned items must comply with our returns policy and must arrive back to us no later than 14 days after your delivery date. We recommend that you book your return pick-up within 7 days of your delivery date to ensure that it arrives at our given location within 14 days.

Orders sent directly to you from our Partners or the Manufacturer, must not be sent back to them. Again, contact our Customer Care Team to advise you of our returns procedure.There are certain situations where only partial refunds are granted: (this is at the discretion of the Coeur Cadeaux Team after careful evaluation of the mitigating circumstance provided) * Any item not in its original condition, is damaged or missing parts for reasons not due to our error. * Any item that is returned more than 14 days after delivery.

REFUNDS

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Shipping costs are non-refundable. If you receive a refund, the cost of original shipping will be deducted from your refund.
LATE OR MISSING REFUNDS

 If you haven’t received a refund yet, first check your bank account again. Then contact your card company, it may take some time before your refund is reflected in your account. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact our Customer Care Team.

EXCHANGES

Our exchange policy lasts 28 days. If 28 days have gone by since your purchase, unfortunately we can’t offer you an exchange option.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@coeurcadeaux.com and we will arrange the most suitable method of replacement.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

Contact Our
Customer Care Team

Contact us at info@coeurcadeaux.com or fill in our form and our concierge team will be in touch.

Email Us