Returns, Cancellations and Refunds
Updated September 12, 2026
This policy explains how to request a return or cancellation, what information to provide and how an approved refund is handled. It distinguishes a voluntary return because you changed your mind from a claim involving an incorrect, damaged, defective, counterfeit or otherwise non-conforming item. Those situations do not necessarily have the same conditions or remedies.
Read the terms of the particular offer before placing an order. The seller and the party fulfilling the item may affect the voluntary return arrangements. Nothing in this policy excludes a legal warranty, a mandatory cancellation right or another remedy that cannot lawfully be excluded. A final-sale designation does not eliminate those rights.
1. Cop’s 30-day policy and seller-specific terms
Where Cop’s return policy applies to the offer, you have 30 days from receipt to request a voluntary return of an eligible new item. All sellers ship directly to buyers; a Cop return policy does not mean the order is physically handled by Cop. The item must remain unworn, unused and in the same condition in which it was delivered, with the original tags, included accessories and original packaging. Keep your receipt, order confirmation or other proof of purchase. Opening or using an item can affect eligibility for a change-of-mind return, as explained below.
Where Cop’s Free Return Guarantee is expressly included with an eligible offer, it applies according to that offer’s conditions. Request authorization before sending the item. Once a return is accepted, we provide the applicable return label and instructions. Follow those instructions rather than buying postage or sending a parcel to an address found on an old package. Do not assume an independently arranged shipping expense will be reimbursed without agreement.
2. Items from independent sellers
The seller’s disclosed policy determines the voluntary return arrangements for its offer. Some retailers may offer a 30-day return period; some resale or collectible items may be final sale because opening, handling or returning them affects their resale condition. Cop’s voluntary Free Return Guarantee does not automatically apply to every seller. Review the seller’s disclosed return conditions for that offer, including any eligibility period, condition requirements and responsibility for postage. If no voluntary return is offered, the item may not be returnable simply because you change your mind. If you are unsure, check the seller’s policy and ask a Cop representative before buying.
This distinction does not remove rights relating to a defective, counterfeit, incorrect or misdescribed item, or any other mandatory remedy. Contact Cop customer care if you cannot identify the seller’s terms or need help with an order. A general exclusion for third-party items must not be used to reject a claim without considering the reason for the request and the law that applies.
3. Condition, packaging and collectible products
For a voluntary return, keep the product and everything supplied with it together. For footwear, this can include the original box, extra laces, inserts and attached tags. Protect the original product box inside a shipping carton rather than placing a carrier label or tape directly on collectible packaging. For clothing, keep tags attached and avoid washing, alterations, scents or signs of wear.
Opening sealed trading-card products, removing protective seals or using a product can change its condition and affect voluntary return eligibility. A dissatisfaction with a random assortment or the cards contained in a correctly described sealed product does not itself establish that the product was defective. Conversely, a broken seal on arrival, missing contents or a mismatch with the listing should be reported as an issue with the delivered goods, not treated automatically as a change-of-mind request.
4. Exclusions from voluntary returns
Cop’s voluntary return policy excludes sale items and gift cards, and may exclude opened, worn or used goods. Personalized or custom orders, perishable products, personal-care goods, hazardous materials and flammable liquids or gases are also excluded where relevant to an item actually offered and where permitted by law. Any offer-specific restriction must be brought to your attention before purchase.
These exclusions concern voluntary returns. They do not authorize a merchant to supply the wrong item, conceal a defect or refuse a legal warranty claim. Where a product is pre-owned, assess the condition disclosed at purchase and the problem reported. A pre-owned designation is not a waiver of the description or of applicable legal protections.
5. Requesting a return
Write to returns@cop.boutique with your order number, the item and size concerned, the reason for your request and the email address used for the purchase. For damaged, defective or incorrect goods, describe what happened and include relevant photographs if available. Do not send complete card details, passwords or unnecessary identity documents.
Wait for the return instructions and use the address supplied for your particular case. The return normally needs to be coordinated with the seller responsible for the order. Do not send a parcel to Cop’s business address without instructions identifying it as the correct destination for your case. A return request and an accepted refund are separate stages: authorization allows the item to be returned for the agreed review.
6. Damaged, incorrect, defective or potentially counterfeit items
Inspect the delivery and contact customercare@cop.boutique promptly if there is a problem. Keep the item, packaging, shipping label and any included documents while the case is assessed. Describe the discrepancy clearly—for example, a different size, an undisclosed stain, a damaged box on arrival or a specific authenticity concern. Do not continue using an item if that could worsen the problem or create a safety issue.
We may request information reasonably needed to establish what was ordered, what was received and the appropriate resolution. An inability to provide an unboxing video is not, by itself, a reason to deny a legal right. The applicable remedy can depend on the issue and the law; a store-credit-only response cannot replace a refund where a refund is legally required. See the Authenticity Policy for reporting suspected counterfeit goods.
7. Cancellation requests and address changes
If you need to cancel, contact customer care within 12 hours of placing the order whenever possible. Include the order number and explain whether the request concerns the entire order or particular items. We will consider the request against the actual stage of fulfilment. A request does not guarantee that packing or shipping has stopped, and an address-change request is not confirmation that the delivery address has been changed.
If the order can no longer be cancelled operationally, the applicable return process may be necessary. This 12-hour request period does not limit a statutory cancellation right. Do not refuse delivery or file a new order on the assumption that the original order has been cancelled unless you have received confirmation.
8. Sending an authorized return
Pack the correct item securely and include the requested order identification. Do not combine unrelated orders or different sellers’ goods unless instructed. Keep the shipping receipt and tracking information until the case is closed. If you believe you sent the wrong item by mistake, contact us immediately rather than making a second shipment without instructions.
A parcel sent without a return request may be difficult to identify and will not automatically qualify for a voluntary refund. We will assess statutory claims on their own merits. The return instructions should explain the destination, the shipping arrangement and any action needed from you; ask for clarification if an instruction is missing or inconsistent.
9. Inspection and refund processing
After the authorized recipient receives and inspects the return, we notify you whether the requested refund is approved. An approved refund is processed to the original payment method within 10 business days, unless a shorter period is required by law. Your bank or payment provider may take additional time to display the credit. If a statutory refund deadline applies, it takes priority over this general processing period.
The refund amount depends on the accepted items, the amount actually paid, applicable discounts and the treatment of shipping and taxes required by the transaction and the law. We will not present non-refundable tax or an undisclosed deduction as a standard rule. Contact help@cop.boutique if more than 15 business days have passed since approval without the refund appearing. Include the approval date and order number, not your full card details.
10. Exchanges and replacement orders
For a different size or product, the usual process is to return an eligible item and place a separate order for the replacement. Availability and price can change; a return request does not reserve another item. Contact customer care before ordering again if your request concerns an incorrect or defective delivery and you want to know what replacement options are available.
11. International and mandatory withdrawal rights
Where an order qualifies for a statutory withdrawal or cancellation right, that right applies in addition to this voluntary policy. For eligible purchases delivered to the European Union, a 14-day withdrawal period may apply, subject to the relevant legal conditions and exceptions. The treatment of inspection, diminished value, return costs and refunds follows the applicable law; an original-packaging condition must not be used to extinguish a right that the law preserves.
Availability of shipping to a destination must be confirmed at checkout. This section does not promise delivery to every country. Consumers in Quebec and elsewhere retain the remedies that apply to defective goods, non-delivery, missing contractual information and other protected circumstances.
12. Getting help
Return requests: returns@cop.boutique. Problems with delivered goods or cancellation requests: customercare@cop.boutique. Return and refund follow-up: help@cop.boutique. Include the order number in your message so the request can be connected to the right purchase. You may also use the details on our Contact Information page.