Returns, Cancellations and Refunds

In short: returns for a change of mind follow each seller’s terms, shown on the product page before you buy (some offers accept returns within a set period, others are final sale). If an item is damaged, wrong, not as described, not authentic or doesn’t arrive, make a claim within 30 days of delivery (or of the expected delivery date, if it never arrives): Cop pays the return shipping and refunds you to your original payment method within 10 business days of approval, under Cop Buyer Protection. To start, write to customer-service@cop.boutique or use the Message Center with your order number.

Eligible purchases are also covered by Cop Buyer Protection. If the seller does not resolve a covered delivery, condition or authenticity problem, Cop reviews the claim and funds an approved refund to the original payment method, independently of recovery from the seller. Final-sale terms do not exclude an otherwise eligible claim. See that policy for coverage, the 30-day claim window and how to request help.

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. Change-of-mind returns follow the seller’s terms

1.1 Every offer on Cop shows its seller’s return terms on the product page before you buy: whether returns are accepted, within how many days, the condition the item must be in and who pays return postage. Those terms apply to a voluntary return when you change your mind. Some offers accept returns within a set period; others are final sale. All sellers ship directly to buyers, so an accepted return goes back to the seller, using the label and instructions provided once the return is authorized.

1.2 Where an offer accepts returns, 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 order confirmation. Request authorization before sending anything back, and follow the instructions provided rather than buying postage or using an address found on an old package; an independently arranged shipping expense is not reimbursed without agreement.

2. Problems with an order are covered whatever the seller’s terms

2.1 A final-sale or no-returns offer still has to arrive, match its description and be authentic. If an item is damaged, defective, incorrect, misdescribed, not authentic or never arrives, make a claim within 30 days of delivery (or of the expected delivery date). Cop reviews the claim; when it is approved, Cop arranges a prepaid return label (or reimburses reasonable return shipping) and refunds the original payment method within 10 business days, whether or not the seller cooperates. See Cop Buyer Protection.

2.2 These remedies are in addition to any legal warranty or other right that cannot lawfully be excluded. Contact Cop customer care if you cannot find the seller’s terms or need help with an order.

3. Condition, packaging and collectible products

3.1 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.

3.2 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

4.1 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.

4.2 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

5.1 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.

5.2 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

6.1 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.

6.2 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

7.1 If you need to cancel, contact customer care as soon as possible after placing the order. Whether an order can be cancelled depends on the offer’s terms, shown on the product page, and on whether the seller has already shipped. 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.

7.2 If the order can no longer be cancelled operationally, the applicable return process may be necessary. This process 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

8.1 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.

8.2 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

9.1 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.

9.2 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

10.1 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

11.1 Where an order qualifies for a statutory withdrawal or cancellation right, that right applies in addition to this voluntary policy. 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.

11.2 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

12.1 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.