Returns & refunds

Orders delivered within Vietnam are exchange-only: returns for a refund due to a change of mind are not accepted. Request an exchange within 14 calendar days of receipt. For orders delivered outside Vietnam, exchanges or returns for a change of mind remain available within the same 14-day period. After receiving confirmed instructions, hand the parcel to the carrier within 7 calendar days. Your email request date determines whether the deadline is met.

This policy applies to direct COPPERORA purchases. For defective, incorrect, missing or misdescribed items, the 14-day period and unused condition do not remove complaint, warranty or mandatory legal rights. Product-specific conditions must be disclosed before ordering.

Change-of-mind returns must be unused, clean and dry, without scratches, dents, deformation or polishing marks. Include all accessories, boxes, pouches and gifts supplied with the returned item. You may open packaging to inspect it.

Bracelets & cuffs: may be gently tried on for fit, but not worn for daily activities, repeatedly bent, engraved or structurally altered. Cups & bottles: must not have held water, drinks or food, been chemically cleaned or put into use. Inspection to identify defects does not automatically remove your right to a remedy.

Engraved, made-to-order or personalised items cannot be returned for a change of mind but remain eligible for help if defective, incorrect or not as agreed. Regular sale items follow the same policy. Return a full set when returning the entire set; individual defects are considered separately.

Uncoated copper may darken or develop patina through air, moisture and use. Natural changes consistent with the material description are not automatically manufacturing defects. Small differences in grain, tone or finishing marks count as characteristics only when consistent with published information.

COPPERORA does not use copper's natural properties to exclude cracks, leaks, sharp edges, loose joints or abnormal coating deterioration. If a cup or bottle develops green deposits, damaged inner coating or unusual signs, stop use and send photographs for guidance. Do not polish or repair it before assessment.

Scratches, dents, deformation or damage from impact, chemicals or use contrary to instructions do not qualify as manufacturing-defect returns. Each case is assessed against its condition and instructions supplied at purchase.

For damaged parcels, incorrect or missing items, contact us promptly, ideally within 48 hours of receipt, to help shipping checks. This recommendation is not an automatic basis to reject later requests.

Send your order number or proof of purchase, a description and photographs of the item and packaging if available. An unboxing video helps but is not a mandatory prerequisite for accepting a request.

For confirmed defects, incorrect items or delivery damage, COPPERORA covers reasonable return and replacement shipping. We agree on an exchange, repair where appropriate or refund, respecting legal rights. You are not required to accept a voucher instead of a refund.

01 · Get in touch. Email hello@copperora.com with the order number, product name, reason and preferred resolution. COPPERORA aims to reply initially within 2 business days.

02 · Follow the instructions. We provide the return address and shipping arrangements by email. Do not send items to the original parcel address without instructions. Pack securely against impact, keep items dry, cushion them separately and retain tracking. Contact us before the dispatch deadline if you need more time.

03 · Receive the outcome. Within 3 business days of receipt, we inspect the return and communicate the result. If further assessment is needed, we explain why and provide an estimate. If conditions are not met, we give specific reasons and agree on returning the item to you; we do not dispose of it without permission.

For a change of mind, you cover return shipping and delivery of an exchange. Completed original shipping is not refunded unless law requires otherwise. COPPERORA charges no restocking fee and does not retrospectively charge original shipping that was complimentary.

For issues that are our responsibility, we cover reasonable return and replacement costs. When a whole order is refunded because of our error, original shipping paid is also refunded. Agree the service with us first to avoid unexpected costs.

Design and size exchanges depend on stock. Price differences and fees are confirmed beforehand; a lower replacement price results in a refund of the difference. If unavailable, customers in Vietnam may choose another available design or agree on a waiting period for an exchange; change-of-mind returns for a refund are not offered. For orders delivered outside Vietnam, choose another design or a refund for an eligible item.

For international orders, we provide return and customs guidance. Duties and charges collected by authorities or third parties follow their rules. COPPERORA assists with documents and explains potential costs before dispatch.

Refund scope: Change-of-mind returns for orders delivered within Vietnam are excluded. The following applies to eligible international returns, approved cancellations, exchange price differences, or remedies for defective items and mandatory legal rights.

The refund is the product amount actually paid after discounts, including corresponding taxes collected by COPPERORA, if any. For partial returns, discounts are allocated by item value. Calculations and costs are clearly set out in the confirmation email.

COPPERORA initiates refunds within 5 business days of approval using the original method. For cash on delivery or methods without direct refunds, a bank transfer is agreed with the purchaser after verification.

Your bank or payment provider may take a further 5–10 business days to credit funds; actual timing depends on the processor. Contact us for tracing if the estimate is exceeded. COPPERORA does not request passwords, one-time codes or card security codes for refunds.

You may request cancellation before dispatch. For personalised items already in production, cancellation terms and costs must have been agreed before ordering. After dispatch, requests follow the returns process.

Gift recipients can contact us with the order number or sufficient verification details. Refunds go to the original payer unless otherwise validly agreed. We discreetly discuss gift exchange options and any price difference.

This policy does not limit mandatory consumer rights under applicable law. More favourable statutory withdrawal, return or refund rights take precedence. Specific warranty terms, if any, appear on the product page or order confirmation.

Business days are Monday to Friday, excluding public holidays in Vietnam. Updated terms apply from publication; accepted orders retain purchase-time terms unless a more favourable arrangement is agreed. See Terms & conditions.