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. If you spot a mistake in your shipping address, write to us right away at info@coccomiami.com — we can usually correct it before the order ships.
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 one. 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. If you are not certain, our Size Guide has the full chart in centimeters and inches plus a five-minute method for measuring your foot at home. Every product page also carries the same chart under "Size Chart", along with the heel and platform height for that style.
What if I am between two sizes?
Size up. A shoe slightly too big can be managed; a shoe slightly too small cannot. And if it still is not right, the exchange is free and unlimited. For how heel height, material and style each change the way a size feels, read How to Get Your Size Right the First Time.
How tall is too tall? How do I choose a heel height?
A platform cancels out part of the heel height, so a tall platform is often easier to walk in than a lower stiletto. We explain how to read the two numbers on every product page — and how to walk in them — in How to Walk in Platform Heels Without Wobbling.
What materials do you use, and how do I care for them?
We work in leather — smooth, patent, suede and metallic — alongside hand-woven raffia. The exact material is listed on every product page under Product Details. For how each one wears and how to keep it looking new, see Leather, Patent, Suede, Raffia: Choose and Care.
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 info@coccomiami.com
Shipping and Delivery
How long will my order take to arrive?
15 to 20 days from the day you place your order. Your shoes do not sit in a warehouse — they are made after you order them. Production takes around 10 days, and the remaining days are transit from our atelier in Brazil to your door. Full details are in our Shipping Policy, and if you would like to know what happens during those days, we walk through it in No Stock. No Waste.
Ready to ship: 7 to 15 days. Pairs marked "Ready to ship" on the product page are already made, so they skip production and arrive in 7 to 15 days. See them all in Ready to Ship.
How much does shipping cost?
In the United States, shipping is free on orders over $399; on smaller orders it is $10, $15 or $20 depending on the weight of your order. To Canada, Mexico, Colombia, Ecuador, Panama and the Dominican Republic, shipping is a flat $20, shown in your local currency where available. The exact cost is always shown at checkout before you pay.
Will I have to pay customs or import duties?
No. We cover all import duties and customs fees, in every country we ship to. The price you see at checkout is the price you pay, with no surprise invoice from the carrier.
Where do you ship?
We ship anywhere in the United States, including Alaska, Hawaii and Puerto Rico, and to Canada, Mexico, Colombia, Ecuador, Panama and the Dominican Republic. We are not able to deliver to PO boxes or APO/FPO addresses.
When will I receive a shipping confirmation?
Once your pair is finished and handed to the carrier — in practice, around 10 days after you order, because your shoes are made to order (sooner for pairs marked Ready to ship). Between the order confirmation and that email you will not hear from us. Nothing is wrong: your pair is being made.
How can I track my order?
Your tracking number comes in the shipping confirmation email. It is not issued in the first days after you order, because the shoes are still in production. Once the pair ships, the remaining 5 to 10 days are transit, and tracking updates along the way. If your tracking has not moved for several days after shipping, write to us at info@coccomiami.com.
Returns and Exchanges
What is your return policy?
You have 30 days from delivery to return or exchange your order. In the United States we send you a free prepaid UPS label; outside the United States, return shipping is paid by you. To read the full policy, click here.
How do I start a return or an exchange?
Email info@coccomiami.com with your order number and tell us whether you would like a refund or a different size. In the United States, we will send you a prepaid UPS return label within one business day; outside the United States, we will reply with the return address and instructions.
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?
Within the United States, returns and exchanges are free, with a prepaid UPS label, and exchanges are unlimited — swap size or style as many times as you need until the fit is right. Outside the United States there is no processing fee either, but return shipping is paid by you.
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. Refunds cover the price of the products returned; original shipping charges are not refunded, unless the item arrived damaged or defective or was not what you ordered.
What if my shoes arrive damaged or the wrong item was sent?
Email info@coccomiami.com within 30 days of delivery with your order number and a few photos. We will send a prepaid label and either replace the pair or refund you in full, including shipping.