Handmade Products | Free shipping in the US on all products besides Wicker Bags and Mochilas | info@cocoyana.com


F.A.Q.

F.A.Q.

My product is damaged. What do I do?

If you receive a damaged product, please contact us at info@cocoyana.com. Please provide your name, shipping address, order number (if available) and a picture of the broken product within 14 days of the purchase. We will then send you a replacement.

When will you send out my order?

Orders will generally ship within 2-5 business days of the order being placed. Since Our Wicker-bags are handmade it can take up to 7 business to get them ready for shipment. 

When will I receive my international shipment?

We ship your packages with USPS which generally takes 10-15 business days to arrive. Please take Customs policies into consideration.

How long does domestic shipping take?

USPS shipping generally takes about 2-3 business days. We ship all of our products directly from San Diego so the shipping time depends on your location and can generally take up to 7 days

How much does shipping cost?

Standard shipping in the US is a $9.95 flat rate and $29.95 for overnight shipping. International shipping to Canada costs $19.95 and all other countries costs $29.95.

How to wash my Mochila or Bikini?

Please make sure to wash our Mochilas & Bikinis by hand. We wont refund you the product or money if you have washed it by machine or the dryer has been used. All of our products are handmade. Therefore make sure to clean them by hand and let them dry by air.

Monthly Club

How does payment work for the monthly club?

The Cocoyana monthly club is $14.99 + tax each month. Your card will be charged a total of $16.00 on the 10th of every month in your subscription package. You will not be charged the full amount at once.

Do I need a PayPal account in order to join the monthly club? 

Yes, in order to complete the monthly club subscription, you will need a PayPal account. This is to ensure your payment information remains safe.

How do I cancel my subscription?

Your subscription will automatically end depending on which subscription package you choose. If you choose the three month package, it will end once the three months is complete. If you choose the sixth month package, it will end once the sixth months is complete. You may not cancel during the three or six month subscription.

How can I re-subscribe if I wish to continue?

If you wish to re-subscribe, you can go straight to our monthly club page and hit the subscribe button! https://cocoyana.com/pages/monthly-club

Shipping Overseas

Who is responsible for foreign taxes?

Cocoyana LLC is not responsible for additional charges due to customs in foreign countries. All additional charges such as foreign taxes on purchased products has to be covered by the recipient! For further questions please reach out to our management and we are glad to assist you. You can reach us under info@cocoyana.com.

Return Policy F.A.Q.

I don't like my purchase. Can I return it?

If you don’t like your product for any reason you can send it back to us within 10 days of the purchase. The original invoice must be included with each return. Please allow 30 days for receipt and processing of your return. Cocoyana LLC is not responsible for lost or damaged shipments during a return. Therefore we recommend a service that provides a tracking number and insurance. Please send to the following address: Cocoyana 5841 Mission Gorge Rd, Ste F San Diego, CA 92120

Product conditions for returns.

We accept returns of items that are just in new conditions. We recommend leaving price tags attached in order to state that the products haven’t been used. Also make sure not to wash any of the products since they are not made for laundry machines and dryers. Furthermore they have to be in the original Packaging/Bag. After receiving the product the money will be returned within 30 days.

Only partial refunds

In some cases Cocoyana LLC allows only partial refunds;

1. The item is not in its original conditions when it arrives at Cocoyana facility

2. Return of item takes longer than 10 days after delivery

3. Sales Items can not be refunded just regular priced items

Lost Package/ Wrong Item

I didn’t receive my package

If you didn’t receive your package please make sure that the package wasn’t mistakenly placed nearby. For example: at your neighbor’s door or in your manager’s office. Please keep in mind that carriers drop packages off at a close location if you are not available at the time of delivery.

I received the wrong items

If you have received the wrong product please email us at info@cocoyana.com and provide your name, order number and the list of products that are missing. We will make sure the issue is resolved as soon as possible.

Which delivery service should I take to return the items?

1. FedEx

2. UPS

3. DHL

4. USPO

Please make sure to include invoice and provide tracking number to the management. This will make it easier to keep track on your purchased item. Send tracking number to info@cocoyana.com.