If you notice any external damage to the box upon delivery, hear rattling inside, or suspect damage while opening the package, please follow these steps:
1- Report any visible damage to the courier and note it on the delivery receipt. Make sure to keep a copy.
2- Take one or more photos of the unopened box showing clear signs of damage, including the shipping label.
3-Take at least 5 photos during the unboxing process, showing:
a. The inside of the box
b. The packaging and the damaged item(s)
c. Close-up of the damaged parts
4- Notify COCOL by email at hola@cocolmadrid.es within 48 hours of receiving the package, and include the photos and a description of what happened.
5- Keep the box and all its contents until we advise you or the issue is resolved.
6- COCOL will handle the claim with the insurance company to reimburse 85% of the item's value (this is the standard coverage for international shipping insurance). Please note: the insurance does not cover replacement of the item, as shipping for a replacement is not included and we cannot guarantee an identical item.