Our Policies
Everything you need to know about shopping with Coco Lu Shop.
Table of Contents
- Shipping Policy
- Return & Refund Policy
- Exchange Policy
- Privacy Policy
- Terms & Conditions
- FAQ
- Cookie Policy
- Accessibility Statement
Shipping Policy
At Coco Lu Shop, we work with trusted carriers to deliver your order safely and on time. We currently ship with USPS, UPS, and FedEx. The carrier used for your order may vary depending on your location, the size and weight of your package, and current service availability.
All orders are typically processed within 1–2 business days after payment is received. Processing time does not include weekends or holidays. During peak seasons or special promotions, processing times may be slightly longer, but we will always do our best to get your order out as quickly as possible.
Once your order has shipped, standard domestic delivery within the United States usually takes between 3–5 business days, depending on your location and the carrier. You will receive a shipping confirmation email with tracking information so you can follow your package’s progress.
International shipping is available to select countries. Delivery times for international orders vary based on destination, customs processing, and local postal services. Please note that customers are responsible for any customs duties, taxes, or import fees that may apply in their country.
We are pleased to offer free standard shipping on qualifying orders over $100 (before taxes and after discounts) within the United States. Orders that do not meet this threshold will be charged a shipping fee calculated at checkout based on your location and the shipping method selected.
If you have questions about shipping options, delivery times, or special shipping requests, please contact us at cocolushop2026@gmail.com before placing your order.
Return & Refund Policy
We want you to be fully satisfied with your purchase from Coco Lu Shop. If for any reason you are not happy with your order, you may initiate a return within 14 business days of the delivery date, unless the item is marked as final sale or is a custom order (see below).
To be eligible for a return, your item must be in the same condition that you received it. This means it should be unused, unwashed, and free of damage, with all original tags, packaging, and accessories included. We reserve the right to refuse a return if the item shows signs of wear or damage not present at the time of delivery.
Once your return request is approved, Coco Lu Shop will cover the cost of return shipping for eligible items. We will provide instructions and, when applicable, a prepaid return label. Please follow the return instructions carefully and ship the item back within the time frame provided.
Please note that custom and made-to-order items are non-returnable and are considered final sale. This includes any products that are personalized or specifically created according to your specifications. These items cannot be returned, exchanged, or refunded unless they arrive damaged or defective.
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to your original method of payment within approximately 5–7 business days. Processing times may vary depending on your bank or payment provider.
If you have any questions about your eligibility for a return or the status of a refund, please reach out to us at cocolushop2026@gmail.com with your order number and details.
Exchange Policy
If you would like to exchange an item from Coco Lu Shop for a different size, color, or style, you may request an exchange within 14 business days of the delivery date, provided the item is eligible.
To qualify for an exchange, the item must be in its original condition: unused, unwashed, and undamaged, with all original tags, packaging, and accessories included. Items that show signs of wear, alteration, or damage may not be approved for exchange.
Exchange requests are subject to product availability at the time we process your request. If the desired item is not available, we may offer an alternative item or suggest processing your request as a return and refund instead, in accordance with our Return & Refund Policy.
To start an exchange, please contact us at cocolushop2026@gmail.com with your order number, the item you wish to exchange, and your preferred replacement item. Our team will guide you through the next steps and provide any necessary shipping information.
Privacy Policy
Coco Lu Shop respects your privacy and is committed to protecting your personal information. This Privacy Policy explains what data we collect, how we use it, and the choices you have regarding your information.
When you place an order, create an account, sign up for our newsletter, or contact us, we may collect certain personal details such as your name, email address, billing and shipping address, phone number, and payment information. We may also collect limited technical data, such as your IP address and device type, to help us improve the performance and security of our website.
We use the information we collect primarily to process and fulfill your orders, communicate with you about your purchases, provide customer support, and send you updates or promotional offers (if you choose to receive them). Your payment details are processed securely through our payment partners and are used only to complete your transactions.
Coco Lu Shop does not sell your personal information to third parties. We may share limited data with trusted service providers who assist us with payment processing, shipping, email communications, and website analytics. These partners are only permitted to use your information as needed to perform services on our behalf and are required to protect it.
You have the right to access, update, or request deletion of your personal information. If you would like to review the data we hold about you or ask that it be deleted, please contact us at cocolushop2026@gmail.com. We will respond to your request within a reasonable time, subject to any legal or regulatory obligations that may require us to retain certain information.
By using our website, you consent to the collection and use of your information as described in this Privacy Policy. We may update this policy from time to time, and any changes will be posted on this page.
Terms & Conditions
By accessing and using the Coco Lu Shop website, you agree to comply with and be bound by these Terms & Conditions and all other policies referenced on this page. If you do not agree with any part of these terms, you should not use our site. We may update these Terms & Conditions periodically, and your continued use of the website after any changes are posted will constitute your acceptance of those changes.
You may use our site only for lawful purposes and in accordance with these Terms & Conditions. You agree not to misuse the site, attempt to gain unauthorized access, interfere with its operation, or use it in any way that could damage, disable, or overburden our services or other users’ experience.
All content on this website, including text, images, graphics, logos, and designs, is the property of Coco Lu Shop or our content suppliers and is protected by copyright, trademark, and other intellectual property laws. You may not copy, reproduce, modify, distribute, or use any content from this site without our prior written permission, except for personal, non-commercial use.
When you place an order on Coco Lu Shop, you will receive an email acknowledging that we have received your order. This email does not constitute final acceptance of your order. We reserve the right to refuse or cancel any order due to product availability, suspected fraud, inaccuracies in pricing or product information, or other reasons. If we cancel your order after payment has been processed, we will notify you and issue a refund as applicable.
You may request to cancel your order by contacting us as soon as possible after placing it. While we will do our best to accommodate your request, we cannot guarantee cancellation once an order has entered processing or has shipped. In such cases, you may need to follow our Return & Refund Policy once the order arrives.
To the fullest extent permitted by law, Coco Lu Shop will not be liable for any indirect, incidental, special, or consequential damages arising from your use of, or inability to use, our website or products purchased through it. Our total aggregate liability for any claim related to your use of the site or products is limited to the amount you paid for the specific order giving rise to the claim.
These Terms & Conditions and any disputes arising out of or relating to your use of Coco Lu Shop will be governed by and construed in accordance with the laws of your local jurisdiction, without regard to conflict of law principles. By using this site, you agree to submit to the exclusive jurisdiction of the courts located in that jurisdiction for the resolution of any disputes.
Frequently Asked Questions (FAQ)
1. How can I track my order?
Once your order ships, we will send you a shipping confirmation email with a tracking number and a link to the carrier’s tracking page. You can use this information to follow your package’s progress until it arrives.
2. Can I cancel or change my order after placing it?
If you need to cancel or update your order, please email us at cocolushop2026@gmail.com as soon as possible with your order number and requested changes. We will do our best to help, but if your order has already entered processing or shipped, cancellation or changes may no longer be possible.
3. What should I do if my item arrives damaged?
If your order arrives damaged, please contact us within 48 hours of delivery. Include your order number, a description of the issue, and clear photos of the damaged item, packaging, and shipping label. We will review your case and work with you on a replacement, refund, or store credit, depending on the situation and item availability.
4. What payment methods do you accept?
Coco Lu Shop accepts major credit and debit cards, and may also offer additional payment options such as digital wallets or buy-now-pay-later services, depending on availability at checkout. All payments are processed securely through our trusted payment partners.
5. Do you offer custom or personalized orders?
From time to time, we may offer custom or personalized products. These items are made especially for you and are considered final sale. This means they cannot be returned or exchanged unless they arrive damaged or defective, so please review your customization details carefully before confirming your order.
6. Do you ship internationally?
Yes, we offer international shipping to select countries. Shipping costs and delivery times vary by destination and will be shown at checkout. Please note that international customers are responsible for any customs duties, taxes, or import fees charged by their local authorities.
7. How long do refunds take to process?
After we receive and inspect your returned item, we will notify you of your refund approval. If approved, refunds are typically processed within 5–7 business days to your original payment method. Your bank or payment provider may require additional time to post the refund to your account.
8. Can I send an order as a gift?
Yes, you can ship your order directly to a gift recipient by entering their address as the shipping address at checkout. In some cases, we may offer gift notes or special packaging; if available, these options will be shown during checkout. Prices are not included on the packing slip for most orders.
9. What are your processing and shipping times?
Most orders are processed within 1–2 business days. After processing, standard domestic shipping typically takes 3–5 business days. International orders may take longer, depending on the destination and customs procedures. During holidays or busy periods, both processing and shipping times may be extended.
10. How can I contact customer support?
If you have any questions about your order, our products, or our policies, you can reach us by email at cocolushop2026@gmail.com. We aim to respond to all inquiries as quickly as possible, typically within 1–2 business days.
Cookie Policy
Coco Lu Shop uses cookies and similar technologies to provide, protect, and improve your experience on our website. Cookies are small text files stored on your device when you visit a website. They help us remember your preferences, understand how you use our site, and deliver relevant content and offers.
We use several types of cookies on our site. Essential cookies are required for the basic functioning of our website and enable core features such as page navigation, secure checkout, and access to protected areas. Without these cookies, the website may not function properly.
Analytics cookies help us understand how visitors interact with our website. They allow us to collect information such as which pages are visited most often, how users move around the site, and where traffic comes from. We use this information in aggregate form to improve the performance, design, and usability of our website.
Marketing cookies are used to deliver content, offers, and advertisements that are more relevant to your interests. These cookies may be set by us or by carefully selected third-party partners and can help us measure the effectiveness of our marketing campaigns.
When you first visit Coco Lu Shop, you may see a notice about our use of cookies and options to manage your preferences. You can manage or delete cookies at any time through your browser settings. Please be aware that disabling some types of cookies, particularly essential cookies, may affect the functionality of the site and your ability to use features such as checkout.
By continuing to use our website without changing your cookie settings, you consent to our use of cookies as described in this Cookie Policy.
Accessibility Statement
Coco Lu Shop is committed to making our website accessible and user-friendly for all visitors, including people with disabilities. We believe everyone should be able to access our products and information in a way that works best for them.
We strive to follow recognized best practices and guidelines for web accessibility and are continuously working to improve the accessibility and usability of our site. As we update our content, features, and design, we regularly review them with accessibility in mind and aim to identify and address any barriers that may arise.
Accessibility is an ongoing effort, and we recognize that we may not always get everything right immediately. If you experience any difficulty viewing, navigating, or interacting with our website, we want to hear from you so we can help and continue to improve.
If you need assistance or would like to share feedback about accessibility at Coco Lu Shop, please contact us by email at cocolushop2026@gmail.com. When reaching out, please include a description of the issue you encountered and the assistive technology you are using, if applicable. We value your input and will use it to guide our ongoing accessibility efforts.