COCAON / FAQs
Clear answers before you start.
Find help with shipping, tracking, payment, cancellations and returns.
Is free shipping available?
Free shipping is offered on orders over $60 to most countries. Destination exclusions and other conditions are listed in our Shipping Policy.
How long does delivery take?
Allow 1–2 weeks for order preparation, plus estimated shipping time: DPD about 2 weeks, expedited express 1–2 weeks and EMS 2–4 weeks. Delivery varies by product and destination; see the Shipping Policy for details.
Can I track my order?
A tracking number is emailed after shipment. You can use it at 17track.net or contact [email protected] for help.
Can I cancel or modify an order?
You can request an order change within 24 hours and cancellation is free within 24 hours. Shipped orders cannot be modified or cancelled. See the Refund & Return Policy for the full conditions and fees.
What is the return window?
The policy allows eligible returns to be requested within 14 days of receipt, but excludes accessories, customized products and specified large orders. Conditions, shipping costs and fees apply. Read the Refund & Return Policy before ordering and contact support before sending anything back.
Which payment method is listed?
PayPal is listed on our Payment Method page.
How do I contact support?
Email [email protected] Monday–Friday, 9 AM–6 PM (GMT+8) through the Contact Us page.