Shipping policy
Shipping and Returns
1. Shipping
Purchased products can be delivered to the Customer by the following means:
- Mexico / LATAM: FedEx, UPS, Estafeta, Tres Guerras
- USA / Canada: FedEx, DHL, UPS, USPS, Estafeta
- Europe / Rest of the World: Colissimo, La Poste, Chronopost
The courier used by Coqui Coqui will be selected on a case-by-case basis, depending on the destination. The Customer will not be able to choose the shipping service provider. However, if they wish, they may arrange for pickup at their own expense from our logistics center (Mexico or France). In this case, please contact our sales office at americas@coquicoqui.com within 12 hours of order confirmation.
2. Shipping Costs
Shipping costs will be added to the total price of the order. Shipping rates will be indicated before final confirmation and payment of your order.
3. Receiving the Products
At the time of delivery, the Customer must verify the condition and conformity of their order in the presence of the courier. If necessary, they must file complaints regarding any apparent defects (missing or damaged products). The Customer must contact Coqui Coqui’s customer service within three (3) days of receiving the products. Without a valid reason, any claim made after this 3-day limit will not be processed.
4. Returning Your Product
The Customer has the right to retract (for damaged or non-conforming goods). In this case, the Customer is invited to contact our Sales Office at americas@coquicoqui.com, which will provide them with the necessary information to fulfill their request if possible.
Returned products must be in excellent condition, complete with the box, labels, caps, bottles, and any additional accessories. If the product is not received complete or in excellent condition, Coqui Coqui reserves the right not to proceed with the refund.
5. Right to Retract
The Customer has the right to retract their order without reason within three (3) days after receiving the order. This date will be determined by the courier's receipt signed by the Customer. When the 3-day period ends on a Saturday, Sunday, or public holiday, it is automatically extended until the next working day.
To exercise the right of retraction, the Customer must send a clear statement by email expressing their intention to retract. This statement must include information regarding the products and quantities being returned to Coqui Coqui, as well as the postal address, order number, and if possible, the Customer's phone number and email address. Please send this statement to: americas@coquicoqui.com.
Products must be returned within 14 days at the latest after delivery. The return shipping costs will be at the Customer's expense. The return should be sent by the Customer to the address provided by our sales office.
6. Reimbursement
Coqui Coqui will reimburse the returned products, according to the modalities described, as well as the shipping costs (return shipping costs are at the Customer's expense) using the credit card used to place the order. If only part of the order is returned, the shipping costs will not be refunded.
The refund will take place within fourteen (14) days following the date of receipt of the returned products or the date on which the Customer provides proof that the products have been returned (the earliest of these dates will be used).
7. Customer Services
Products bought from Coqui Coqui’s online boutique cannot be exchanged in Coqui Coqui stores or any stores selling Coqui Coqui products. For any claim, the Customer must contact us at americas@coquicoqui.com.
8. Limitation of Liability
Coqui Coqui cannot be held responsible if the contract is not executed correctly due to a case of absolute necessity, the Client’s fault, or an unpredictable and insurmountable event caused by a third party unrelated to the contract.
9. Warranty
Non-conformity and Hidden Defects
The Customer must verify the conformity of the products they have received with their order. If there is any mistake, the Customer must reach out to Coqui Coqui’s customer service.
Coqui Coqui products being what they are, it is impossible to repair them. The Customer will be able to request an exchange. Coqui Coqui will proceed with the exchange after receiving and examining the product.
If the faulty product has not been returned within 30 days after the replacement product has been sent, Coqui Coqui reserves the right to withhold the value of the product from the credit card used to buy from Coqui Coqui’s online boutique.
If the exchange is impossible or cannot be carried out within a month after the products’ reception by Coqui Coqui, the Customer will be able to request a refund.
Cases in Which the Warranty Does Not Apply
If the Customer returns products that do not correspond to the order or that did not come from Coqui Coqui’s online boutique, Coqui Coqui will not be obliged to comply with the described modalities.