FAQs
We know how important it is to have a clear and easy shopping experience. Here, we’ve gathered the most frequently asked questions about our shoes, ordering process, delivery, exchanges and more to make sure all your questions are answered quickly. If you can’t find what you’re looking for, our customer service team is always on hand to help!
Placing Orders
When will I be charged for my order?
Orders will be processed — and you will be charged — as soon as they are received and confirmed. Once your order is confirmed, we will send you an order confirmation email.
Can I make changes to my order after it is placed?
We are committed to processing orders as soon as they are received. As such, we are unable to honor any changes once the order has been placed.
How do I create a Cocco Miami account?
To create an account:
1. On desktop: Click the account icon in the top right corner on any www.coccomiami.com page
On mobile: Go to the menu icon in the top left corner and click “account”
2. Click the “sign up” link immediately after it asks if you are a new customer
3. Enter your name, email address, and create a password
4. Click “sign up”
Why should I sign up for a Cocco Miami account?
While you don’t need a Cocco Miami account to place an order, there are additional benefits to having an account. Customers with an account can track past orders, access faster checkout options by storing their payment and shipping information, and easily initiate a return or exchange.
What if I forgot my Cocco Miami account password?
Simply click the “Forgot Password” link on the “Sign In” page and follow the instructions to reset your password. You can always contact our Customer Service team for assistance.
How do I use a promo code?
Enter the promo code in the "Promo Code" field at checkout so it can be applied to your order.
How do I know what size I am?
Our shoes are true to size, and all sizes are based on an average width. We recommend that you order your regular US shoe size. Please also refer to our "Size & Fit" section on each product page for specific dimensions and information by style.
When will I receive my order confirmation?
An order confirmation is sent to the email address provided when placing an order. If it takes more than a few minutes to receive your confirmation, please check your spam folder. If you still cannot find your order confirmation, please email us at: customerservice@coccomiami.com
When will I receive a shipping confirmation?
A shipping confirmation email will be sent once your order has been packed, labeled, and scanned by UPS. Please note that you may not be able to track your package until it is picked up and scanned by UPS.
How can I track my order?
A shipping confirmation is sent once your order has been shipped. You can find tracking information in this email to track your order.
Returns and Exchanges
What is your return policy?
To access our Return Policy, click here.
Can I return or exchange an item that has been personalized?
Unfortunately, you cannot return or exchange an item that has been custom-made for you.
Is there a fee to process returns or exchanges?
We offer free returns and exchanges on all eligible merchandise with a pre-paid UPS label within the US only.
How long will it take to receive my refund?
A refund will be issued within 5-7 business days from the date your return is received. You will receive a confirmation email once the return has been processed. Please note that it may take a few additional business days to see the credit, depending on your bank or financial institution.
