We want your order to arrive as expected. Because many COLDOO products are intimate or hygiene-sensitive, return eligibility depends on item condition and the reason for the request.
Window
15 days
Eligible return requests should be made within 15 days of delivery.
Condition
Unused and unworn
Items must be in original condition with packaging, tags, and hygiene protection intact where applicable.
Issues
7 days
Damaged, defective, or incorrect items should be reported within 7 days of delivery.
Eligible Returns
To be considered for return, an item must be unused, unworn, unwashed, free of scents, stains, makeup, deodorant, pet hair, or damage, and returned with original packaging, tags, and hygiene protection intact where applicable.
Hygiene-Sensitive Items
For health and hygiene reasons, hosiery, bodystockings, bodysuits, lingerie bottoms, intimate accessories, and other close-contact items may not be eligible for return once opened, tried on, worn, washed, or removed from protective packaging unless they arrived damaged, defective, or incorrect.
Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or incorrect, contact us within 7 days of delivery. Include your order number, checkout email, and clear photos of the product, packaging, and shipping label. If the issue is confirmed, we will help with a replacement, refund, or another appropriate solution.
Non-Returnable Situations
- Items that have been worn, washed, altered, scented, stained, or damaged after delivery.
- Hygiene-sensitive items opened or tried on after delivery, unless defective or incorrect.
- Final sale, clearance, gift card, or promotional items marked as non-returnable.
- Returns sent without prior support approval.
Return Shipping and Refund Timing
For eligible preference or sizing returns, the customer may be responsible for return shipping. If the return is due to a confirmed store error or defect, we will provide the appropriate support instructions. Approved refunds are issued to the original payment method after inspection. Your bank or payment provider may need additional time to post the refund.
Exchanges
When an exchange is available, support will explain the options. In many cases, the fastest solution is to place a new order after the original item is reviewed and approved for return.