Last updated: June 2026

At City Cocoon, we want you to be completely satisfied with your purchase. If for any reason you are not satisfied, please review our return and refund policy below.

Returns

We offer a 30-day return policy from the date of delivery.

To be eligible for a return, products must:

  • be unused and unopened

  • be in their original packaging

  • be in resalable condition

  • be accompanied by proof of purchase

Non-Returnable Items

Due to hygiene and safety reasons, we cannot accept returns of products that have been opened, used, or tampered with after delivery.

The following items are also non-returnable:

  • gift cards

  • promotional items

  • discounted or clearance products

Damaged or Incorrect Products

If you receive a damaged, defective, or incorrect product, please contact us within 14 days of delivery at info@citycocoonskincare.com.

Please include:

  • your order number

  • a description of the issue

  • photographs showing the damage or incorrect item

We will review your request and arrange a replacement, exchange, or refund where appropriate.

Refunds

Once your return has been received and inspected, we will notify you by email regarding the status of your refund.

If approved, your refund will be processed to the original payment method used for the purchase.

Please allow several business days for the refund to appear in your account, depending on your payment provider and bank.

Late or Missing Refunds

If you have not received your refund:

  1. Check your bank account again.

  2. Contact your credit card provider.

  3. Contact your bank, as processing times may vary.

If you have completed these steps and still have not received your refund, please contact us at:

info@citycocoonskincare.com

Exchanges

We only replace products if they are defective, damaged, or if an incorrect item was delivered.

To request an exchange, please contact us at:

info@citycocoonskincare.com

Return Shipping

Products being returned should be sent to:

City Cocoon
75 Krum Popov Street
Sofia 1421
Bulgaria

Customers are responsible for return shipping costs unless the return is due to a damaged, defective, or incorrect item.

Shipping costs are non-refundable.

We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items without tracking information.

Need Help?

If you have any questions regarding returns, refunds, or exchanges, please contact us:

Email: info@citycocoonskincare.com
Phone: +359 879 136 291