In the first instance, please always contact us at admin@bycocobella.com.au.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We pack your items with care and don't antipate there will be any issues, however, breakage does happen so please contact us immediately if this happens. In these circumstances we will generally offer a store credit for the value of the item. 

Change of mind

We do not offer an exchange or refund for a change of mind. 

Delays on receving your items as a result of Australia Post

The option for parcel post and express post is available at checkout.  Should you select parcel post, please be aware that during peak periods such as holidays, long weekends, and more generally as we have seen as a result of the pandemic, postage delays will occur.  This is totally out of our control.  We will provide you with a tracking number.  You are able to track your shipment along with redirecting it if necessary, in the AustPost link.  

We will not refund or cancel any orders in transit.  Once an order has been paid for and posted, regardless of the length of time taken to be received, an order cannot be refunded during transit. 

Exceptions / non-returnable items
Certain types of items cannot be returned, like hair accessories, perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

We will always discuss options with you if you encounter an issue.  Please contact us if this occurs. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have (if eligible for a return, please contact us to confirm), and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.