FAQ

1. What is COY return policy?

COY allows customers to request a refund within 10 days of receiving the merchandise. The return shipment fee is paid by the end consumer as part of our sustainability efforts.

2. Can I exchange an item?

Yes, you are entitled to one free-of-charge exchange per item for a different size or color. This only applies to readily available items, not made-to-order products. Exchanges must be processed through DHL.

3. What are the conditions for returns or exchanges?

To qualify for a return or exchange:

Items must be in their original box with the COY x 360ID Security Tag still attached.

Items should be in unused and pristine condition.

4. How do I ship items for a refund?

For refunds, you can ship the items using any courier of your choice. Ensure all the above conditions are met to avoid delays.

5. How long does it take to process a refund?

Reimbursements are handled within 5-7 working days after we receive the returned items and confirm they match the return conditions.

6. Who pays shipping fees for returns?

The end consumer pays the return shipment fees in line with our commitment to sustainability and environmental safeguarding practices.

7. Are made-to-order items eligible for returns or exchanges?

No, made-to-order items are not eligible for returns or exchanges.

8. Can I return an item if the COY x 360ID Security Tag is removed?

No, items with the COY x 360ID Security Tag removed are not eligible for returns or exchanges.

9. How do I initiate a return or exchange?

To start a return or exchange, take a picture of the QR code on the back of COY Flyer in the packaging. Alternatively, log in to your COY account and follow the instructions provided under the “Returns and Exchanges” section.

10. What if the item I want to exchange is out of stock?

If the requested size or color is not available, you will have the option to proceed with a refund instead, after the item(s) have been received by the Vendor (Brand).

11. What should I do if my item arrives damaged?

If an item arrives damaged, the vendor (brand) will cover the return shipment fee, but only after prior approval by COY. You may be required to provide photos of the damaged item(s) to initiate the process. Returns for damaged items must be handled via DHL.

12. What happens if the item I received doesn’t match my order?

If the item you received doesn’t match what you ordered, the vendor (brand) will cover the exchange and shipment fees. Exchanges must be made through DHL. If the correct item is unavailable, the COY team will proceed with a refund.

13. What if my item is lost during shipment?

If an item is lost while in transit with DHL, the courier will be responsible for resolving any wrongdoing on their part, provided there is proof the item was properly handed off to their network. If the lost item is not available, the COY team will proceed with a refund.

14. Are made-to-order items covered under the lost or damaged policies?

Once your return or exchange is approved, you will receive a DHL tracking number to monitor the shipment. You can track the status of your return or exchange directly on the DHL website.

15. How can I track my return or exchange?

16. What happens if my refund is delayed?

Reimbursements are typically processed within 5-7 working days after the item is received and inspected. If there is a delay, please contact the COY support team, who will investigate and resolve the issue promptly.

17. How are disputes with DHL handled?

Any disputes with DHL regarding lost or damaged items will be investigated directly with the courier. COY will assist in the resolution process but cannot guarantee outcomes dependent on DHL’s investigation.

18. How do I ensure my item qualifies for a return?

Make sure the item is in pristine condition, in its original packaging, and has the COY x 360ID Security Tag attached. Failure to meet these conditions may result in the return being declined.

19. Can I use a courier other than DHL?

For refunds, you may use any courier of your choice. However, exchanges must be handled through DHL to ensure smooth processing.

20. Does COY offer discounts or sales?

No, COY does not participate in sales, or promotional discount events. We strive to maintain consistent pricing to honor the exceptional craftsmanship and work of our brands.

21. Is the leather used vegan?

The leather used in our brands’ products is genuine leather unless explicitly stated otherwise. Often, it is sourced from suppliers adhering to the best practices in the industry.

22. Does COY ship internationally?

Yes, COY offers international shipping to various selected destinations.

23. Does COY allow collaborations with designers or artists?

Yes, COY actively collaborates with designers and artists to bring unique collections and experiences to our customers. If you’re interested, reach out to our team for collaboration opportunities.

24. How long does delivery take?

Delivery times vary depending on your location and item availability. Estimated delivery times will be provided at checkout.

25. What payment methods does COY accept?

COY accepts a variety of payment methods, including major credit cards (Visa, Mastercard, American Express), PayPal, and other region-specific payment options.

26. Can I cancel or modify my order?

Orders can only be canceled or modified within 24 hours of placement. Please contact the COY support team immediately if you need assistance.

27. How do I know if an item is in stock?

Stock availability is displayed on the product page. If an item is out of stock, you may have the option to be notified when it becomes available again.

28. Do you offer customization services?

Not at the moment. However, our most loyal customers may receive such options in the future, as we are working on something wonderful.

29. Can I shop without creating an account?

No, a COY account is required to make purchases, initiate returns, and track your orders. Creating an account is quick and helps us provide personalized service.

30. What should I do if I forgot my password?

Click on the “Forgot Password” link on the login page, and follow the instructions to reset your password.

31. How does COY ensure sustainability?

COY is committed to sustainability by:
Partnering with brands that prioritize ethical practices. Using eco-friendly packaging. Reducing carbon footprints with streamlined shipping.
We invite you to read more about our sustainability commitment further on our Sustainability section

32. What makes COY unique?

COY is dedicated to curating the finest emerging location-specific brands and, focusing on exceptional craftsmanship, sustainability, and a seamless shopping experience, blending the physical places with the ultimate reach of the online world.