How do I make a return/exchange?Updated 15 days ago
These instructions are for anyone returning an item from their own order. If you are returning an item that was gifted to you, please head to this article: https://cocomoonhawaii.gorgias.help/en-US/how-do-i-make-a-return-for-a-gift-item-1251201
Return By Mail
Please visit the portal below to initiate the return process. You will need the following:
- Order number that starts with SP
- Email address used for the order OR zip/postal code
You'll be able to choose between a refund, store credit (via an e-gift card) or exchange for a new item. Please note the following:
- Refunds are credited back to the original payment method on the order.
- Store credit is issued in the form of an e-gift card to your email.
- Exchange orders are not shipped out until the return item(s) are received and processed.
You will receive an email with the return label/QR code. Print the shipping label OR show the QR code if available, and drop it off at the mail carrier. Be sure to save the tracking information so you can track the return.
Return portal: https://cocomoonhawaii.com/apps/redo/returns-portal/login
Local In Person Return
If you are returning an item from a local pick up order, or if you are located on Oahu and don't want to return by mail, please reach out to us at [email protected] to get the return process started. Include the following in the email:
- Order number starting with SP
- The item(s) you want to return
- Preference on a refund, store credit, or exchange
- If making an exchange, specify the new item that you want.
Return Processing
Please note that it can take 3-5 business days during our normal season and up to 7-10 business days during the holiday season from the return delivery date to process the return
Once a return is approved and processed, the refund/store credit will automatically be issued, or exchange order will be released for fulfillment.
Non-Returnable/Exchangable Items
All items purchased during any and all sales are not eligible for return.