Shipping & Returns
Shipping
Returns
We have a 30-day return policy for online orders, which means you have 30 days from purchase date and receiving your item to request a return.
To be eligible for a return, your item must be in the same NEW condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at shopocotillo@gmail.com. If your return is accepted, you will ship the item back to our store address and once received the return will be processed. We are not responsible for cost of returned items. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at shopocotillo@gmail.com.
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.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), seasonal items (such as holiday apparel/accessories) 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.
Unfortunately, we cannot accept returns on SALE items or gift cards.
All Sale items are FINAL SALE.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, 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.