Refund policy
Select your region:
For EU / EEA Customers
We follow the statutory consumer rights under EU law.
Return Window
You have 14 days after receiving your order to request a return, without the need to provide a reason.
Eligibility
- Item must be in its original condition (unworn, unused, unwashed).
- All original tags must be attached.
- Return in the original packaging.
- Include a proof of purchase (receipt or order number).
Items that do not meet these conditions may not be accepted.
How to Start a Return
- Contact us: Email info@whoiscoen.com within 14 days of delivery.
- Wait for confirmation: If approved, you will receive a return label and instructions.
- Ship your item to:
Returns sent without prior approval cannot be accepted.
Return Shipping Costs
Unless otherwise specified, the buyer covers the cost of return shipping.
Damages or Incorrect Items
Please inspect your order on delivery. If your item is defective, damaged, or incorrect, contact us immediately with photos and your order number so we can resolve the issue quickly.
Processing & Refunds
- Processing may take up to 14 business days after the return is received.
- Refunds are issued to the original payment method.
Non-Returnable Items (EU rules apply)
- Customized or personalized items
- Hygiene or personal care products (where applicable)
- Gift cards
- Hazardous materials, flammable liquids, or gases
Exchanges
The fastest way to get the item you want is to return the original item and place a new order after your return is approved.
International Customers (non-EU/EEA)
The following policy applies to orders shipped outside the EU/EEA. Local consumer laws may provide additional rights where applicable.
Return Window
Returns must be requested within 7 days of delivery.
Eligibility
- Item must be in its original condition (unworn, unused, unwashed).
- All original tags attached and original packaging included.
- Include a proof of purchase.
How to Start a Return
- Contact us: Email info@whoiscoen.com within 7 days of delivery.
- Wait for confirmation: If approved, you will receive instructions (and where applicable, a return label).
- Ship your item to the address provided in the approval email.
Important: Returns sent without prior approval cannot be accepted.
Return Shipping, Duties & Taxes
- Customers are responsible for all return shipping costs.
- Duties, taxes, and import fees paid are non-refundable.
- Any additional brokerage or customs charges related to the return are the customer’s responsibility.
Sale / Discounted Items
Final Sale: Sale or discounted items are not eligible for return or exchange.
Refund Type
Refunds may be issued as store credit rather than to the original payment method, unless otherwise agreed.
Damages or Incorrect Items
Please report defective, damaged, or incorrect items immediately with photos and your order number so we can assist you.
Processing & Refunds
- Processing may take up to 14 business days after the return is received.
- Any duties, taxes, or fees are not refunded.
Non-Returnable Items
- Customized or personalized items
- Hygiene or personal care products
- Gift cards
- Hazardous materials, flammable liquids, or gases
Exchanges
For the fastest exchange, place a new order and return the original item according to this policy.
Questions? We’re here to help: info@whoiscoen.com