FAQs
Last Updated: September 2026
About Coonli
When did Coonli start, and what do you sell?
Coonli launched on January 18, 2025, with a simple idea: everyday leather accessories should feel like small works of art. Every piece is hand-cut, hand-stitched, and finished by hand in our studio before it ships. Our collections include Bag Charms, Gifts & Jewelry, Leather Keychains, and Pouches & Bags.
Where are your products made?
All Coonli products are handcrafted in our studio in Guangdong, China, then shipped directly to customers across the United States.
Shipping
Where does Coonli ship to?
Currently, we ship exclusively within the United States. We don't offer international shipping to other countries at this time.
How much does shipping cost?
Shipping is free on every order across the United States, with no hidden handling fees or extra charges added at checkout.
How long will my order take to arrive?
Orders placed before 5:00 PM EST begin processing that same business day; orders placed after that begin the next business day. Handling takes 1–3 business days as we inspect, assemble, and pack your item, and transit typically takes 7–15 business days. Total estimated delivery time is 8–18 business days.
Will I get a tracking number?
Yes. Once your order ships, you'll receive an automated email with your tracking number and a tracking link.
Returns & Refunds
What is your return policy?
We offer a 30-day return window starting from the date your package arrives. To qualify, items must be brand new, unworn, unused, have all original tags and hardware attached, and be returned in their original packaging.
Who pays for return shipping?
If an item arrives damaged, defective, or incorrect, we cover 100% of the return shipping cost and issue a prepaid label — just let us know within 48 hours of delivery. If you're returning an item for personal preference or ordered the wrong style, you're responsible for the return shipping cost. We never charge restocking fees.
What if my order arrives damaged?
Email support@coonli.com within 48 hours of delivery with your order number and clear photos of the damage. We'll take it from there.
Can I exchange an item instead of returning it?
Yes. If the exchange is due to our error, we cover all return shipping and send the correct item free of charge. If you'd like a different variant or color simply by preference, you'll cover the return shipping, and we'll ship your replacement free of charge within 2 business days of receiving the original item back.
How do I start a return or exchange?
Email support@coonli.com with your order number and reason for the return. Once approved, we'll send you instructions and a return address. Please don't mail items back without approval first, as we can't process unapproved returns.
When will I get my refund?
Once we receive and inspect your return, we'll notify you by email. Approved refunds are processed automatically to your original payment method within 5 business days.
Payment & Security
What payment methods do you accept?
We accept American Express, Apple Pay, Diners Club, Discover, Google Pay, Maestro, Mastercard, PayPal, and Visa.
Is it safe to enter my payment information on your site?
Yes. Our store is protected by an SSL certificate, which encrypts your personal details, shipping address, and payment information so it's protected against hackers throughout checkout.
Contact Us
How can I reach Coonli's support team?
Email us at support@coonli.com, or reach us by phone or WhatsApp at +86 189 2330 3336. Our support hours are Monday through Friday, 9:00 AM to 6:00 PM China Standard Time (GMT+8), and email inquiries are answered within 24 business hours.
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