FAQ

Frequently Asked Questions (FAQ) — Cocomaya

Shipping & Delivery

Where do you ship?

We ship to 10+ countries. 

When will I receive my order?

We are typically able to process your order 1-2 or same business day! Once your order has shipped, the delivery time will vary based on your location. Our standard estimated shipping times are:

  • United States: 6-12 business days

  • Canada: 7-12 business days

  • Europe: 6-10 business days

  • Australia & New Zealand: 6-12 business days

  • Japan: 4-8 business days

These are estimates. Delays can occur due to invalid addresses, customs clearance, public holidays, peak season congestion, or local carrier issues. We are not able to guarantee a specific delivery date.

Once your order ships, you’ll receive a tracking link — please check that for the most up‑to‑date status.

Do you ship to PO Boxes or APO/FPO Addresses?

Unfortunately, we are unable to ship to PO boxes or APO/FPO addresses at this time. 

Why are there no updates on the shipping status? Is my parcel safe?

Because many orders ship internationally, it’s possible that local courier scans don’t appear until your package clears customs and enters the domestic postal network. This customs process may take 3‑5 business days.

If your order is still within the estimated delivery window, please remain patient. If tracking hasn’t updated and your order is late, feel free to contact us or the carrier so we can help investigate.

Can I change or cancel my order?
We aim to dispatch orders quickly, so if you need to change or cancel, contact us immediately at cocomayashop@gmail.com.
If the order hasn’t yet shipped, we may be able to update or cancel it. If it has already shipped, we cannot cancel, but you may be eligible for a return or exchange (subject to our returns policy).

Returns, Refunds & Exchanges

How do I make a return or exchange?
If you're not satisfied with your order, follow these steps (subject to these conditions):

Eligibility conditions

  • Items must be in new, unused condition with original tags, packaging, and no odors or damage

  • Do not remove protective packaging (for items that include protective layers)

  • Apparel, accessories, etc., must be returned in their original state

Exchanges

  • First exchange is free for sizing issues (for qualifying items)

  • Email us within 30 days of delivery to request an exchange

  • Return shipping is free for the first exchange (for eligible items)

  • Additional exchanges may require you to cover return shipping

  • Exchanges may only apply to items of the same style but different size (exclusions may apply)

Returns / Refunds

  • Email us within 30 days of delivery to initiate a return

  • You’ll typically need to cover return shipping (unless the item is defective or there was an error)

  • Once we receive and inspect your return, we’ll process your refund (less original shipping cost, if applicable)

  • Refunds are issued back to the original payment method