Returns

How can I return a purchased item?

We work not only with private sellers but also with commercial dealers, e.g., brand furniture manufacturers and retailers who sell vintage items, outlet articles, and new products with minor defects through our platform. You can check whether a seller is private or a dealer on the product page under Shipping & Returns. If you have any questions, you are welcome to contact us at any time: simply write a message to info@cocoli.com or call us at +49 (0) 30 83798585. We are available for you Monday to Friday from 09:00 to 12:00 and from 15:00 to 18:00.

Returning a purchase from a private seller:

The warranty is excluded for private sales. Please note that for self-pickup, the sale is final once the buyer has taken possession of the product. If you are not satisfied with your product, please contact our customer service, and we will try to find a solution together.

Returning a purchase from a dealer:

If you wish to return a product purchased from a dealer, the statutory right of withdrawal applies, meaning you have 14 days after receiving the goods to return the item in its original condition and original packaging. The return is sent directly to the dealer and not to Cocoli.

As a general rule, the return shipping costs always correspond to the delivery costs. This means we only refund the value of the goods.

For example, if you buy a lamp for €49 and pay €5 for delivery, we will refund you €49 after we have received the return. If your order incurred no delivery costs, the return cost depends on the size of the product you wish to send back. The return shipping costs are calculated as follows:

Package (e.g., lamps, accessories, etc.) 5€

Medium-sized products (e.g., chairs, side tables, poufs, etc.) 19€

Large products (e.g., armchairs, shelves, etc.) 39€

Very large products (e.g., sofas, beds, mattresses, etc.) 79€

How to initiate a return:

1. Contact our customer service, either by email at info@cocoli.com or call us at +49 (0) 30 83798585. We are available for you Monday to Friday from 09:00 to 12:00 and from 15:00 to 18:00.
2. Follow the instructions you receive from customer service. You may be provided with a shipping label for the return.
3. Pack the product securely in its original packaging for transport.
4. Hand over the packaged product to the transport company to send it back to the dealer.
5. Once the product arrives at the dealers location, you will receive your money back, minus the return shipping costs, which are calculated at the same rate as the original shipping costs. The refund will be issued within 14 days after the dealer has received your package.

Please also note the cancellation policy in our Terms & Conditions.

What happens if my item was damaged on delivery or if I received the wrong item?

This should, of course, never happen, and we are very sorry if the delivery did not arrive in perfect condition.

It is important that you inspect the goods immediately upon receipt, as you usually have to confirm the perfect condition of your order with a signature for our shipping partner. If you notice upon delivery that the item is incorrect or damaged, have our shipping partner confirm this in writing or refuse acceptance and contact us immediately within 48 hours. Send us an email at info@cocoli.com and preferably send photos that document the defect.

The same applies to incorrectly delivered items. We will then try to find a solution together with you and, if necessary, refund the purchase price. For a pickup by a parcel service, the product must be repackaged.