Skip to content
Up to 60% OFF SITEWIDE* | Sending love to our customers & community during these difficult times.
Up to 60% OFF SITEWIDE* | Sending love to our customers & community during these difficult times.

FAQs

Are your products authentic?

Cocomi is helmed under Norbreeze Group, a leading Retail Specialist in Southeast Asia with over 15 years of experience specializing in watches and jewellery.

Cocomi is the appointed official and exclusive distributor for various renowned brands for Singapore and Malaysia. More information here.

Cocomi is home to a number of international watch brands including Olivia Burton, BOSS, Bering, Tommy Hilfiger and more.

All products offered are 100% authentic directly imported from the parent company.

All watches are shipped with official watch box.

For more information about us please visit https://www.norbreeze.com/

When will I receive my order for installment payment like ATOME or Hoolah?

You will receive your order within 2-5 business days upon checkout.

When will I receive tracking information for my order?

We will notify you via email when it has been sent. Your order will be processed up to 1-2 business days to be ready for delivery. Orders are shipped on business days only. Business days are Monday to Friday, 9am - 6pm, excluding national holidays.

Is there a need to register for warranty?

No, we are the official distributor/retailer for all the brands that we carry. As you already provided your details upon checkout, your details will be stored in our system should you need any warranty claim in future.

What forms of payment methods do you offer?

Currently we accept
VISA and MasterCard Credit/Debit cards.
AMEX
PayPal
We also accept installment via Hoolah both debit and credit cards

When will I receive my order?

Delivery will take 2-5 business days and will be shipped via Fedex with tracking ID.

How will I know that my payment went through successfully?

All successful transactions within COCOMI will be provided with an order confirmation email. If you did not receive the email, please check your junk/spam folder, or contact COCOMI Customer Service to check the order confirmation.

What if the item is incorrect, defective, or damaged upon delivery?

If you received the incorrect, defective, or damaged item during delivery, please contact us and provide the following information:
• Order Number
• Item/Product Name
• Reasons (Incorrect / Defective / Damage)
You will receive an instruction on how to return the item.
Sorry for the inconvenience caused.

How to report if there is something wrong with your website?

Please contact COCOMI Customer Service and let us know what the issue is.

Do I have to pay extra GST/VAT and other fees on top of the displayed price?

No, all prices include GST/VAT and other fees such as customs/import duties. If there are any charges, we've got you covered. You do not have to worry paying additional fees when placing an order on COCOMI.

Can I change or cancel my order?

If you have not yet received your shipment notification and wish to make changes or cancel your order, please contact COCOMI Customer Service and we will do our best to accommodate your request.

Can I change my shipping address?

If you have not yet received your shipment notification and wish to make changes on your shipping details, please contact COCOMI Customer Service and we will do our best to accommodate your request.

What is your return policy?

All your purchases from Cocomi are eligible for a free 14-days return policy. Nearly all refunds are processed the day they are received.

The item(s) must be unworn and in the same condition in which they were received
Items must be returned in their original packaging, with any instructions, guarantee and extras that was included within it.

We currently process all refunds manually, so drop us an email at info@cocomi.com.my and we will be in touch with you within 3 business day.

If you experience a manufacturing fault with your item(s) within the first 30 days of ownership, you will be eligible to receive a replacement provided that you inform us within a 30 day period.

How will I be refunded?

The method of refund will be the same as the mode of payment.

How long does it take for me to receive my refund?

It may take up to 7 business days depending on the mode of payment.

I have changed my mind and would like to cancel my order, will I be refunded?

All orders placed in COCOMI are entitled to a full refund should you change your mind prior to receiving the order. Please drop us an email at info@cocomi.com.my

Are all items exchangeable?

Most of the items are exchangeable except for earrings for hygiene reason.

Will I be charged for exchanges?

Items purchased from COCOMI are entitled to free exchange.

Can I exchange or return an exchange item?

Yes, items which were exchanged are considered as a new order, which can be exchanged or returned.

What is your warranty policy?

For more information, please visit our warranty page - https://www.cocomi.com.my/pages/warranty

Does warranty applies to marketplaces as well?

Yes, same warranty policy for all channels. Please refer to this our warranty policy.

Will you all come and collect the watch from me if I want to claim my warranty?

We do not provide on-site collection of watches that require service or repair.