1. 30-Day Return & Exchange Window

At EUCOA, we take pride in the structural integrity and artistic quality of our collections. We want you to feel entirely confident in your acquisition. If your selection does not completely align with your expectations, we offer complimentary returns on eligible items within 30 days of delivery.

This policy outlines our standard windows, criteria for eligibility, exchange protocols, and the necessary steps to safely process your return.

2. Eligibility Framework

To maintain our exacting standards of hygiene and material quality, a returned item must be completely unblemished. To qualify for a return or exchange, the item must:

• Be initiated within 30 days of the confirmed delivery date.
• Exist in its original, pristine condition—entirely unused, unworn, unwashed, and unaltered.
• Retain all original protective components, brand tags, and bespoke packaging elements.
• Not belong to an excluded or non-returnable category.

Items that display any signs of handling, wear, or environmental exposure will be ineligible for return and returned to the sender.

3. Non-Returnable Items

To preserve the integrity of our offerings, we cannot accept returns or exchanges on the following:

• Items showing cosmetic blemishes, signs of use, scent transfer, or structural alterations.
• Final sale, archival clearance, or promotional gift items.
• Bespoke, customized, or custom-cut selections.
• Shipments returned independently without prior, written authorization from our team.
• Digital gift cards.

4. Complimentary Return Shipping

EUCOA offers complimentary return shipping for eligible items within our standard 30-day window.

Important Protocol: Please do not dispatch any parcels back to our facility without prior coordination. Once your request is verified by our concierge team, you will receive authorized return instructions via email. Unsolicited shipments cannot be processed or refunded.

5. Damaged, Defective, or Incorrect Items

Every creation undergoes rigorous quality assurance before leaving our care. However, if your pieces suffer damage during transit, or if an incorrect item is received, please contact us within 7 days of delivery at customerservice@eucoa.com.

To expedite a resolution, please provide:

• Your original order number.
• The email address associated with the purchase.
• A brief description of the structural issue.
• Clear, high-resolution photographs or video of the affected item and its packaging.

Upon authenticating the claim, our team will immediately arrange for a complimentary replacement or a preferred corrective solution.

6. Exchange Requests

If you wish to exchange your item for an alternative variant, sizing, or collection, please reach out to customerservice@eucoa.com.

Exchange fulfillment is strictly subject to real-time product availability and batch production schedules. Once approved, our team will provide step-by-step instructions to facilitate a smooth transition.

7. Refund Processing & Timelines

Upon arrival at our warehouse, your return will undergo a thorough inspection to verify its condition. We will notify you via email regarding the approval or rejection of your refund within 7 to 14 business days.

• Approved Returns: Your refund will be credited directly to the original payment method. Processing times vary by financial institution, typically taking several business days to reflect on your statement.
• Exclusions: Outbound shipping fees, regional customs duties, taxes, or localized handling fees are non-refundable unless mandated by local regulations.

8. Order Changes and Cancellations

Due to our automated fulfillment and swift production cycles, requests to modify or cancel an order must be submitted immediately at customerservice@eucoa.com.

Once an order has entered processing, custom foam fabrication, or active dispatch, adjustments or cancellations are no longer possible. In these instances, the package must be handled under our standard return policy after arrival.

9. Lost or Delayed Shipments

If your transit tracking indicates a delay, we recommend reviewing the carrier's real-time updates.

In cases where logistics show the package as "Delivered" but it remains unreceived, please check with local couriers, household members, neighbors, or building management. If the parcel remains missing after these checks, please contact us with your order details so we can assist in launching a carrier investigation.

10. Initiating a Return

To begin the process, please contact our concierge team at:

Email: customerservice@eucoa.com

Kindly include your order number, account email, and a brief summary of your request. Our team monitors inquiries closely and will respond within 24 hours (Monday through Friday, 8:00 AM – 6:00 PM EST).

11. Policy Modifications

EUCOA reserves the right to amend this Return & Exchange Policy at any time. Any updates will be immediately published to this page. Continued utilization of our digital storefront following these updates constitutes an acceptance of the revised terms.