Shipping & Returns

Shipping Policy

  • All orders are normally processed within 2-3 business days after purchasing. A receipt will be sent to you via email.

  • Once shipped, due to COVID-19 orders will generally take 7-10 business days to arrive depending on where you live. You will receive an order confirmation once the item is shipped.

  • Once you submit your unique COCONUTLOVE custom design, we’ll custom-make your jewelry and deliver them to you in 7-12 business days.

  • International and domestic orders over $250 will be eligible for free shipping.

  • Receiver is responsible for International Duties and Taxes.

Return & Exchange Policy

  • An item or size purchased online may be replaced/granted credit toward an online purchase up to 14 business days after its receipt, provided it was not used.

  • SALE/discounted or any other special offer items occasionally published may be replaced/returned up to 2 business days after receipt.

  • Items purchased for a winning or as a raffle prize are not subject to return / monetary credit/replacement.

  • You can't return or exchange custom-designed jewelry or any personalized merchandise.

  • Website SALE campaigns launched from time to time do not include double discounts or new collections unless published otherwise.

  • Item replacement shall be subject to invoice submission and provided the item is returned in its original package, intact and unused.

  • We do not guarantee that the replacement size or item is available on stock.

  • Where the client mistakenly ordered an item and the shipment was sent to the client – the client will bear the delivery costs.

  • Items may be returned or replaced by registered mail along with an order number and name or by messenger for a fee of $11.

  • Items must be returned in the original COCONUT LOVE padded envelope or another padded envelope (available at a minor cost at the post office), sent by registered mail/messenger (along with a tracking number) in order to prevent damage to the jewelry during transport.

  • Where the item is not sent as specified above, we shall not be responsible for any lost or damaged item.

  • When returning/replacing an item, a note must be attached with the following:

Full name

Order no. (appears in the e-mail received after the purchase)

Name and size of the item you wish to receive as a replacement.

  • Return/Replacement shipment costs will be borne by the client only.

  • Where a package that we sent is returned to us for any reason, the client will bear the payment of the repeat shipment.

  • It is hereby clarified and emphasized that, unfortunately, we have no control over the  Postal Services and delivery companies. However, in case of a problem, contact us and we will do all that we can to help.

Credit and Transaction Cancellation

  • A transaction may be canceled up to 2 business days or 48 hours after receiving the package.

  • The refund will be effected through the payment method used to execute the transaction, after deducting 5% of the transaction value (excluding shipment fees) or 100 NIS – the lower thereof. The refund will be issued only after the items are received at the COCONUT LOVE headquarters and tested to ensure that the items were not used.

  • You can't return or exchange custom-designed jewelry or any personalized merchandise.

  • Items may be returned or replaced by registered mail along with an order number and name or by messenger for a fee of $11.

  • Upon returning items within 2-14 business days (provided the item was not used following extensive testing at the COCONUT LOVE headquarters) – credit equivalent to the returned item value will be issued for use on the website.

  • No monetary refund will be issued for shipment due to the fact that the service was used.

Important to Know

  • The products consist of cultured pearls and gems, therefore the item may be slightly different from the images appearing on the website.

Guarantee

All items are personally designed, handmade and made of the best quality and most durable materials.
The items are resistant in the shower, but must not be immersed in the sea or swimming pool.

Avoid contact with salts, oils, perfume, grooming products, chlorine, cleaning materials or other chemicals that might tarnish the items or irreparably damage them.

To avoid exposure to extended moisture, store the items in a dry and dark area and not in the bathroom.
 

We offer a 6-month guarantee after the purchase date.

The guarantee is personal and non-transferrable.

The guarantee does not apply to the following:

  • Breakage, tear or damage to the item due to unreasonable use or failure to comply with the terms of use.

  • Loss or theft of the item or parts thereof.
     

Where the item was damaged during the guarantee period despite the use recommendations, contact us to repair the item using the order number only. It is important to remember that every incident of damage will be examined individually by the COCONUT LOVE headquarters to determine how to handle the matter.

The defective item will be returned by registered mail along with an order number and name or by messenger for a fee of $11.

Where the client received a defective product, contact us immediately and the matter will be handled as a top priority.

Item repair takes 7-14 business days.

 

 

As always, we will continue to do all that we can to provide you with the most professional and suitable service.

For Hebrew click here. 

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