Something wrong with your order? Start here. Tell us a little about it below and we'll come back to you, usually within 2–3 business days, with the outcome and the next step.
For hygiene, security and correct routing we don't publish a return address — and in many cases we won't need the item back at all. Where a physical return is needed we'll email you a return authorisation and the address to use.
Before you lodge a request, a quick recap of our Returns & Refunds Policy:
- Faulty, damaged, wrong or not as described: covered by the Consumer Guarantees Act 1993 even if the item has been opened — please email a photo or video of the issue so we can sort it fast.
- Tell us within 7 days of delivery for transit damage, a wrong or missing item, or something dead on arrival, so we can claim with the courier. Later faults are still covered.
- Change of mind: for health and hygiene reasons we can't accept returns, exchanges or refunds because you've changed your mind.
Prefer email? You can also reach us directly at support@coy.co.nz. Please don't post anything back before you've received your return authorisation and address — unauthorised returns may be delayed.