Refund and Exchange Policy

At The Cope, we are committed to ensuring you are completely satisfied with your purchase. If you need to return an item, we offer a refund or exchange within 14 days of receiving your order, in line with your legal rights under EU and Irish consumer law.

Your Right to Cancel & Return

You have the right to cancel your order and return an item within 14 days of receiving it, for any reason. To do this, you must notify us within the 14-day period. Once you have informed us, you then have an additional 14 days to return the item.

• Refund Processing: Refunds, including the original standard delivery cost (if applicable), will be processed within 14 days of us receiving the returned goods. Refunds are issued via the original payment method.
• Condition of Returned Items: Items must be in their original, unused, and unworn condition, with tags attached and in their original packaging where possible.
• Handling of Goods: Customers are entitled to handle goods as they would in a physical store. If an item has been used beyond what is necessary to check its suitability, we may deduct an amount reflecting any diminished value.

If you wish to return an item, you can do so via post or in person at our store. Further return instructions are detailed below.

Returns Due to Faulty or Incorrect Items

If the item is faulty or not as described, you are entitled to:

• A full refund, including the original delivery cost and any return postage fees.
• An exchange or replacement, if preferred.

Please notify us as soon as possible if you receive a faulty or incorrect item.

Return Methods and Costs

We do not offer free returns for customers in Ireland and Northern Ireland, except for faulty or misdescribed items.

Option 1 - DPD (Ireland & Northern Ireland Only)

• Use our DPD drop-off service for a flat fee of €4.95.
• Follow the instructions on DPD Returns to generate your return label.

Option 2 - An Post (Republic of Ireland Only)

• Use the An Post Click & Post service for a fee of €4.95 (drop-off) or €6.00 (home collection).
• Visit An Post Click & Post to complete the process.

Option 3 - In-Store Returns

• You may return items at our store’s till points with your completed return form.
• Online purchases returned in-store will be processed by our central web team.

Returns from Outside the Republic of Ireland

• Customers outside Ireland must arrange their own return shipping.
• We recommend using a tracked postal service.
• For UK (excluding Northern Ireland) or non-EU returns, additional customs charges may apply, which are the responsibility of the sender.

Exchanges

We are happy to exchange items for a different size, subject to availability.

• Items must be new, unused, and unworn, with tags attached and in original packaging.
• If you want a different product instead, please place a new order and return the unwanted item for a refund.

Items Excluded from Exchange and Refunds

For hygiene and safety reasons, certain items cannot be returned once opened, unless faulty:

• Fragrances (if opened).
• Underwear, lingerie, and shapewear (if packaging is opened).
• Hosiery and swimwear (if packaging is opened).
• Bedding (quilts, duvets, pillows) (if packaging is opened).
• Hats and hair accessories (if packaging is opened).
• Bathroom items and certain homeware (e.g., towels, bathmats, if packaging is opened).
• Electrical goods (if used, unless faulty).

Processing of Refunds

• Refunds typically appear in your account within 5-7 working days after we receive the returned package.
• If your refund has not been processed within 10 working days, please contact us at customerservice@thecope.com.

This policy does not affect your statutory rights regarding faulty or misdescribed goods or your right to cancel under consumer protection laws.