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Frequently Asked Questions

Orders

Why was my Order Cancelled?

What are some of the reasons my entire order may have been cancelled?
1. The item(s) sold out.
2. There is a delay in replenishment of your item(s).
3. We are unable to verify your billing information and/or your billing address does not match the credit card on file for the order. If this is possibly the case, please contact your credit card issuer or bank first to verify that your billing information is correct.

When can I expect my refund for the cancelled order?
You can expect the full amount of the order to be refunded back to the original form of payment used to place the order. Your refund can take 7-10 business days to post to your account, noting this time-frame will be dependent upon your financial institution.

What if I used a Gift Card to pay for all or part of my order and the order was cancelled?
The amount used from the E-Gift Card to pay all or part of your cancelled order will go back to the E-Gift Card that was used and can be used on your next purchase.

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I received items that I did not order or a completely wrong order, what do I do?

We know how frustrating this can be. Rest assured, we want to make every order perfect for our COBB customers. Please follow the applicable steps below:

I received items that I did not order, what do I do?
Please contact the Customer Care Team by submitting a case HERE so that we can further assist you in getting this matter resolved and be sure to include your Order Number.

You will need to report your damaged/defective item(s) received within 7 days of your package delivery date.

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I placed an order, but haven't seen any movement from COBB. What's going on?

Depending on the shipping method selected, most orders leave our Distribution Center within 48 business hours after the order is placed (excluding Sundays, and holidays).

Note: In-transit times are separate from processing times and are subject to change during the holiday season.

In some cases, we may run out of popular items while processing your order. When this happens, our hottest items typically restock within 3 business days. Rather than canceling your order, it will be held until the item is back in stock and your order is fulfilled! If this happens to you, our Customer Care Team will send you an email notifying you of the delay.

For orders containing multiple out-of-stock items, these items will be refunded back to the original form of payment (minus any applicable discount codes used on the order), allowing us to process and ship the rest of your order as quickly as possible!

Note: Refunds can take up to 2-5 business days to clear and 7-10 business days for the amount to post to your account, depending on your financial institution.

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How do I make changes on my order that's already been placed?

We know how important your order is, so we aim to fulfill orders as quickly as possible! While we cannot make any changes on an order once it has been placed (this includes but may not be limited to the adding/removal of items, adding/removal of a discount code, billing or shipping address update, order cancellation request and shipping method change).

You are welcome to return your items in accordance with our Easy Returns Policy  once your order has been delivered to you.

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I never received my order and my tracking shows delivered, what do I do?

DELIVERY CLAIMS:

If you are experiencing a non-delivery or your tracking information states that your package was delivered by the carrier but you have not received it; you must contact us within 10 days to file a claim.

We will assist you in working with the carrier to complete the claims process. Please note: Claims can take up to 30 days to complete (depending on the shipping carrier used).

COBB does not hold or accept responsibility for packages that have been reported as delivered by the carrier. We do not issue refunds or credits for packages that the carrier confirms as being delivered.

What else should you do?

Before submitting a claim be sure you check with neighbors, roommates, family members or anyone else who may have been home at the time the package was delivered. It is not uncommon for missing "Delivered" packages to have been claimed by someone else on your behalf.

If you are still unable to locate your package, please reach out to Customer Care and submit a case HERE .

Please be prepared to provide the following information:
- Order Number
- Tracking Number
- Delivery/Shipping Address,
- Description of Events Leading to Claim Having to be Filed
- Reason for Claim (Delivered not Received, In transit but not delivered, etc...),
- Claim Amount (amount of order).

You can file a claim on a package that has not been delivered 24 hours after the expected delivery date and time. However, before filing a claim, please be sure you've checked all areas where package was to be delivered including areas like the porch, back patio as well as checking with anyone who might have retrieved the package. If you're still unable to locate the package, you can proceed with initiating a claim directly with the carrier.

Upon contacting courier company, please be prepared to provide them details about your package such as: tracking number, pick-up date, and value of item(s). If your package was received damaged, please be sure to keep the package as you may be instructed to send photos of the damages.


What if I am an International customer?

Before submitting a claim be sure you check with neighbors, roommates, family members or anyone else who may have been home at the time the package was delivered. It is not uncommon for missing "Delivered" packages to have been claimed by someone else on your behalf.

If you are still unable to locate your package, please reach out to Customer Care and submit a case HERE . Please allow up to 30 business days for the investigation to be completed.

Please be prepared to provide the following information:
- Order Number
- Tracking Number
- Delivery/Shipping Address,
- Description of Events Leading to Claim Having to be Filed
- Reason for Claim (Delivered not Received, In transit but not delivered, etc...),
- Claim Amount (amount of order).

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I received a Damaged, Defective, Incorrect Item(s), what do I do?

We know how frustrating this can be. Rest assured, we want to make every order perfect for our COBB Customers. Please follow the applicable steps below:

I received a damaged/defective item(s) in my package, what do I do?
To report receiving a damaged/defective or wrong item, please adhere to the following steps:

- Contact the Customer Care Team by submitting a case HERE .
- Provide the order number associated with the item(s) in question.
- Provide clear photo(s) of the damaged/defective item(s).
- A detailed description of the issue with the item(s).

You will need to report your damaged/defective item(s) received within 7 days of your package delivery date.


I received a wrong item(s) in my package, what do I do?
To report receiving a damaged/defective or wrong item, please adhere to the following steps:

- Contact the Customer Care Team by submitting a case HERE .
- Provide a valid order number associated with the item(s) in question.
- Provide clear photo(s) of the wrong item(s) received
- A detailed description of the issue with the item(s).

You will need to report your wrong item(s) received within 7 days of your package delivery date.

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Why didn't I get free shipping applied to my order?

Cobb always try best to provide value for money products. We usually charge shipping fees on products to provide best value for money products. It usually starts from Rs 79 Only. We also charge extra COD fees. In order to save the money, we insist you to please pay online to minimize the fees.

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I have items missing from my order or I received an incomplete set, what do I do?

We know how frustrating this can be. Rest assured, we want to make every order perfect for our Cobb customers. Please follow the applicable steps below:

I did not receive all of my items I ordered, what do I do?
You will need to check your email for any notifications of any items going Out of Stock while your order was processing. This is typically the primary reason you did not receive all items you ordered.

If there is no email notification of items going Out of Stock while your order was processing, please Contact the Customer Care Team by submitting a case HERE. Please be sure to include your order number, a photo of the items you did receive, photo of your packing slip (located inside of your package with all of your items) and note the items you are stating that you did not receive in your order.

You will need to report your missing item(s) received within 7 days of your package delivery date.



I received an incomplete set, what do I do?
To report receiving a damaged/defective or wrong item, please adhere to the following steps:

- Contact the Customer Care Team by submitting a case HERE.
- Provide a valid order number associated with the item(s) in question.
- Provide clear photo(s) of the incomplete set(s) received
- A detailed description of the issue with the item(s).

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Will I be able to change my shipping address after placing an order?

Regrettably, once an order has been placed, it cannot be changed or cancelled because it has already begun processing.

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How can I use a COBB Discount Code?

How many discount codes can I use on my order?
Our system applies one discount code per transaction or order placed.

Oops! I forgot to apply my discount code to my order, what can I do?
Regrettably orders that have already been placed cannot be changed and discounts cannot be added after a purchase has finalized. Instead, please use your code on your next purchase!

I want to use a different discount code than what I used when I placed my order.
You will have to use the discount code on your next order! We are unable to modify the order with switching the discount code once the order has been submitted.

The discount code I have is no longer working.
The discount code you have may have expired and/or is no longer active and regrettably we are not able to reactivate any expired discount codes. But no worries, check out our website at https://www.cobbitaly.com for the most current promotions and available discount codes that you can take advantage of!

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How can I track my order?

Based on current processing times, please allow up to 2 business days for your tracking information to be updated and available. You will receive an email with tracking information as soon as your order ships from our warehouse.

You can track your order HERE! You will need to enter your email address and the order number! You can also access My Account Page to view and track orders in your account.

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Returns

What is your Return Policy for Online Purchases?

Where can I see the full details of your Online Returns Policy?

If you are not satisfied with your purchase for any reason, you may return it within the conditions of our Online Returns Policy . Items must be returned within 7 Days from date of delivery in its original condition and packaging back to our distribution center.

What items are Non-Returnable?:

Final Sale Items- All items sold during big billion days cannot be returned for Store Credit. This also includes undergarments, masks are considered Final Sale and non-returnable. If you decide to return item(s) that are Final Sale, COBB reserves the right to apply a 50% restocking fee for any Stale Returns sent back in resalable condition and in accordance with our Return Policy when processed at our Distribution Center. An E-Gift Card will be issued to you by email following our normal returns procedure.

Stale Returns- COBB requires all qualifying returns to be returned within 7 days of the original delivery date, as stated in our Returns Policy. If you decide to return item(s) 7 days past your original delivery date, COBB reserves the right to apply a 50% restocking fee for any Stale Returns sent back in resalable condition and in accordance with our Return Policy when processed at our Distribution Center. An E-Gift Card only will be issued to you by email following our normal returns procedure.


Can I Exchange an Item(s):
Currently we are unable to accommodate exchanges by mail. We welcome you to return your item(s) by mail in accordance with our Easy Returns policy and repurchase the item(s) in your desired size and/or color.


Online Returns Policy:
Indian Domestic- Please access the https://www.cobbitaly.com/apps/return_prime/ and start your returns process.
International- Customers are required to send back the items to our warehouse and return cost shall be bear by customer itself and COBB will not pay any reimbursement for the same. You can send items at our address - A-9, Mangolpuri, Industrial Area, Phase-2, Delhi-110034


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How do I know if my returned package was received?

How do I track my return I sent back by mail?

Online Order- You will need to retain a copy of your return tracking receipt and track your package with the tracking number provided. It is recommended that you retain a copy of your return tracking receipt until your return is complete.

RTS (Return to Sender)- you will be able to continue tracking the package with the original tracking number issued. Tracking details will show the indication that the package is being returned to sender, dates and continued updates while in transit back to our Distribution Center.



What happens if my package is Returned to Sender?
Returned to Sender Packages will be restocked and you will be issued store credit in the form of an E-Gift Card minus the initial shipping charge. We are unable to replace or reship in these instances as all returned shipments are processed by our Returns Department. You can use the E-Gift Card to place a new order using the corrected address. However, we cannot guarantee your items will be in-stock at the time of your reorder.


How long does the Returns Process take?
Returns are processed within 5-7 business days after your item(s) are delivered to our Distribution Center. Depending on the shipping method and carrier that was selected/used to return, your return package may take several days to reach us. Please be sure to hold on to your return tracking number for your records until your returns process is completed.

Why would my package be Return to Sender?

The shipping address does not exist
The shipping address is misspelled
The shipping address is missing information (i.e. apt/bldg/suite number)
The carrier is unable to safely deliver the package
The addressee has moved
The addressee has refused the package during the time of delivery

We are unable to make changes to orders once they've been placed in our system. To ensure proper delivery of your package, make sure your address is entered correctly. You will also need to ensure all relevant information is used including the correct use of abbreviations, street numbers, building or apartment numbers, and route information (if applicable) as this is critical to ensuring your package is successfully delivered.


When will I receive my store credit for my returned item(s) or Returned to Sender package?
Once your returned item(s) has been processed by our Returns Team, you will be issued store credit in the form of a COBB E-Gift Card. The E-Gift Card will be sent to the email used to purchase your order.


What if I haven't received my store credit for my return and it has been more than 7 business days since the item(s) have been returned to our Distribution Center?

Please create a case with your Order Number and the name of the item(s) returned along with the following:
-Proof of postage/return postage receipt
-A return tracking number
-An RMA number (**if the Online Returns Portal was used to return)

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I need to return items purchased with a E-Gift Card, how will I get my Store Credit?

What if I want to return an item(s) I purchased with an E-Gift Card/Gift Card?
Keep your Gift Card or E-Gift Card until you receive your order and are sure you are satisfied with your purchase.

You can return items purchased with Gift Cards or E-Gift Cards in accordance with COBB full Online Returns Policy.

The Gift Card or E-Gift Card used will be credited for the total amount paid for the returned items, minus the original shipping charges.

Can I return an E-Gift Card/Gift Card I purchased?
Gift Cards and E-Gift Cards are final sale items and thus cannot be returned for refund or exchanged unless required by law. Gift Card and E-Gift Card funds are not transferable to an unauthorized third party or vendor. Gift Cards and E-Gift Cards have 1 year of expiration date.

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In How much time i can return the item?

Products sold online at www.cobbitaly.com can be returned in 7 days only. The refund against the same shall be made in form of e-gift card only minus initial shipping charge.
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Payments, Refunds & Billing

What if I used combined payment to pay for my order, how would my refund be issued?

Whenever a situation warrants a refund back to your original form of payment and you combined a credit card with a gift card as payment, the refund will first process to the gift card you used and then to the credit card used. When funds go back to your gift card, you available balance will increase by the amount issued to that original gift card used.

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How do I use the Currency Conversion on the Website?

Pricing listed on our website defaults to INR (R.s) (Indian Rupees).

If using an International Credit Card, your exchange rate is based on your issuing credit card company. If conversion rate details are needed, you will need to contact your bank directly.

You want a more approximate cost of your order?
Our website offers you the opportunity to change the prices to your local currency by going to our home page at https://www.cobbitaly.com , in the lower left corner click the drop down arrow next to select the currency. A box will display where you will choose your currency and it will now reflect the currency chosen in your shopping cart.

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Does COBB issue Refunds?

Refunds are issued to the original form of payment used on an order in the event that it is canceled.

For Out of Stock items: we issue refunds to the original form of payment used if any items on the order sell out and we are unable to replenish in a timely manner.

For Returns: we issue refunds in the form of an E-Gift Card (or store credit) to be used on future purchases. E-Gift Cards expires in 1 year and can be treated just like cash on our online store!

Note: Refunds can take up to 2-5 business days to clear and 7-10 business days for the amount to post to your account, depending on your financial institution. If you used an E-Gift Card to purchase your item(s), your funds will be refunded back to your E-Gift Card. Please reuse the E-Gift Card on your next purchase.

PLEASE NOTE COBB DOES NOT ISSUE REFUND AT OUR OFFLINE STORES.
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I received a partial refund after placing my order. What is this for?

One or more of your items may have sold out since your order was processed. But don’t worry, The rest of your order is on its way and you have been refunded for the cost of the out of stock item(s) minus any applicable discount codes used on the order. Also, there might be a handling fees deducted of Rs 99 for returning the order. This money goes to our delivery partners as they work hard to deliver/pickup the order from one place to another.

Note: Refunds can take up to 2-5 business days to clear and 7-10 business days for the amount to post to your account, depending on your financial institution. If you used an E-Gift Card to purchase, please reuse the E-Gift Card on your next purchase.

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What payment methods do you accept?

Visa
Mastercard
Discover
American Express
COBB E-Gift Cards
PayPal
Paytm

Other Wallets
UPI

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My amount is deducted but havent got any order confirmation, what to do?

Oops! Sometimes this may happens from banks end. In that case, your payment hall be auto refunded to your original source of payment within 5-7 business days and till then you can order again so that order should not be delayed.

If you not get any refund, you can always contact us for help.
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Shipping & Courier

Shipping Timeframes and Carriers

DOMESTIC SHIPPING:

MethodCost for Orders Less Than INR 1000
Cost for Orders INR 1001 or More
In-Transit Time**
Standard ShippingRs. 69
Upto Rs 250
6 - 8
Business Days**
Express Shipping*Rs 79
Upto Rs 250
3-5
Business Days**



INTERNATIONAL SHIPPING:

MethodCostIn-Transit Time**
Shipping In UAE
Rs 3000 - Rs 5000
(Depends on order value)
5 - 7
Business Days**
FREE Canadian Shipping (Orders Over $75.00)FREE***5 - 7
Business Days**
Standard UK Shipping$10.005 - 10
Business Days**
FREE UK Shipping (Orders Over $125.00**) FREE***5 - 10
Business Days**
Standard International$15.005 - 10
Business Days** 
FREE International Shipping (Orders Over $125.00)FREE***5 - 10
Business Days** 

International DHL Express

Availability Varies By Country. Options Available will display at Checkout. 

Actual Price Varies By Country 2
Business Days** 



*Express Shipping:

This shipping method will go through the 5 business days of processing time with a transit time of 2 business days from the date it is shipped.


**In-Transit Time- Starts when your order has been shipped, and does not include standard processing time of up to 3 business days. Business days do not include Saturdays, Sundays, or Indian Holidays. 

***Free Shipping Promotion Orders must equal or exceed the amount shown after all discounts and coupons have been applied to qualify for the promotion. 


****DHL Express Shipments- DHL Express shipping methods do not include Duties or Taxes. Duties and Taxes are subject to being collected at the time of delivery by your carrier.

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Why haven't I received a shipping confirmation email?

Tracking Number Not Yet Received (order within processing time-frame):
Our orders typically ship out within 24-48 business hours (this does not include weekends or holidays). You will need to allow the allotted amount of time for processing of your order for shipment. Once the processing time-frame is complete, you will be receiving your shipping confirmation with your details. Please allow 24-48 hours for your tracking information to update on the carrier's site once received.

Tracking Number Not Yet Received (order past processing time-frame):
If your applicable processing time has passed for the shipping method chosen for your order, please contact us so that we can look into this for you!

Order Delays:
Additional Order Review- Our goal is to ship orders within 24-48 business hours, however there may be delays it we require extra time to review an order. Every order placed is reviewed to ensure that we're protecting both our customers and our business from fraudulent activity. If your order requires further review then this may possibly delay the processing of your order.

Processing Delays- there may be times when orders are subject to delayed processing times. Noting orders are processed on business days only (does not include Saturdays, Sundays or Indian Holidays). Should this happen, your tracking number will become available by email after the package has been shipped.

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Do you offer International Express Shipping?

Canada DHL Express Overnight:
Your order will need to be placed by 4PM IST in order for your package to ship via Overnight. If placed after 4PM IST, orders will be shipped the next business day. DHL Express shipping method does not include Duties or Taxes and subject to being collected at the time of delivery by the carrier.

International DHL Express:
Your order will need to be placed by 4PM IST in order for your package to ship via Overnight. If placed after 4PM IST, orders will be shipped the next business day. IST Express shipping method does not include Duties or Taxes and subject to being collected at the time of delivery by the carrier.

What you need to know about International Shipping:
COBB and the carrier does not have control over how long customs deem fit to hold a package. Additionally, certain countries may apply tariffs after the package is accepted. We suggest you check with your local post office to find out if this applies.

COBB in not responsible for applicable customs fees, import duties, taxes or any other charges.

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How can I track my package once it has shipped? ( Domestic and International)

Domestic Package: There are 2 ways to track your package:

1. Your shipping confirmation email will have a link to your tracking information that you can access to monitor the progress of your shipment until it reaches its final destination at your door!
2. You can track your order by entering your awb no or order number on our https://cobb.shiprocket.co/

International Package: There are 2 ways to track your package:

1. Your shipping confirmation email will have a link to your tracking information that you can access to monitor the progress of your shipment until it reaches its final destination at your door!
2. Packages shipping International, you may enter the tracking number provided to you in shipping mail. You can check particular carrier website to track the courier.

If you have an account, you can also view your orders and tracking information on the My Account Page where you will need to log in and access your order history.

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Technical

How do I log into My COBB Account?

Have an account already? Visit our website at www.cobbitaly.com and locate the “head and shoulders” icon in the upper right corner of the website on the homepage and click it. This will take you to the Account Login Page , where you will enter your email address and password.

Did you forgot your password? Don't worry! Simply click “Forgot your password? ” on the login page to reset or you can access Password Reset and follow the instructions provided. Please don't hesitate to contact our Customer Service Team if you continue to experience any problems logging in!

Need to Create an Account? If you have not created an account with us, please click the “Not a member? Join Us” option located just below the sign in section on the login page.

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Collaboration

Where can I send my PR or Media Inquiries?

For all PR/Media inquiries, please email care@cobbitaly.com

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Chat Support

How can i get chat support though WhatsApp?

We have dedicated customer WhatsApp support number , please use +91-9958023150

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