The basics
Policy Overview
- By completing a purchase, you agree to this Return Policy. These terms apply unless mandatory consumer law provides otherwise.
- Standard returns are issued as store credit through a CO-KÝ E-Gift Card. Original shipping charges are non-refundable.
- Return requests must be submitted within 14 days of delivery.
- Exchanges cannot be guaranteed because our collections are curated in limited quantities.
How it works
The Return Process
Request authorization
Visit our Return Portal and submit your request within 14 days of delivery.
Look out for your return details
Please allow 24–48 business hours for our team to review your request and issue your Return Authorization Number.
Send your return
Write the Return Authorization Number on the outside of the package and ship it within seven days of approval. Use a tracked service and keep your receipt.
Before you send it
Condition Requirements
To qualify for store credit, returned pieces must arrive in their original, saleable condition.
Important details
Final Sale
The categories below are Final Sale under our standard policy and are not eligible for return, exchange, or store credit, even when this is not repeated on the individual product page.
Slight variations in color or texture may occur because of lighting, screen settings, dye lots, fabric characteristics, or natural materials. These reasonable variations are not considered defects. Final Sale terms do not override mandatory consumer rights.
Damaged, Defective, or Incorrect?
Submit your request through our Return Portal or email support@thehouseofcoky.com as soon as possible and preferably within seven days of delivery. Include your order number and clear photos. Once confirmed, we will provide a prepaid return label.
What happens next
Processing & Store Credit
Please allow three to four business days for our warehouse to inspect and process your return after it arrives. Once approved, your CO-KÝ E-Gift Card will be emailed to the address associated with your order and will remain valid for one year.
EU customers only
Your Right of Withdrawal
This section applies only to eligible consumers located in the European Union. Where it conflicts with another part of this Return Policy, this EU section takes priority.
Tell us within 14 days
You may withdraw from an eligible online purchase within 14 days of receiving your order, without providing a reason. Use the withdrawal option available from the order page linked in your order confirmation.
Return it within another 14 days
After communicating your withdrawal, you have 14 days to send the affected goods back. Unless the item is damaged, defective, or incorrect, the direct return shipping cost is your responsibility.
Refund to the original payment method
Eligible withdrawals are refunded to the original payment method. When the entire order is withdrawn, the least expensive standard delivery cost is also refunded where required by law.
Try the piece on with care
You may inspect and try on the item as you reasonably would in a physical store. A deduction may apply if handling beyond that has reduced its value.
Exceptions to the Right of Withdrawal
- Goods made to your individual specifications or clearly personalized, including genuinely custom-sized or custom-fitted garments.
- Sealed hygiene-sensitive goods that are unsuitable for return once unsealed after delivery.
- Other goods or transactions legally excluded from the right of withdrawal.
White or ivory pieces, sale items, accessories, jewelry, bags, and ready-made Atelier items are not automatically excluded from the EU right of withdrawal solely because of their category.
Refunds are processed without undue delay and no later than 14 days after we are informed of the withdrawal. We may wait until the returned goods or proof of shipment is received.