Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your order to request a return. If you submit a return request after 14 days from receiving your items, unfortunately, it won't qualify for returns, exchanges, or refunds.

To be eligible for a return, the item(s) must be in the same condition that you received it, unused, unopened and in its original packaging. Items sent back to us without first requesting a return will not be accepted. Accessories, box packaging, and anything else that came with the item must be included as well.

If your return does not meet these conditions, you'll be charged a up to 20% re-stocking fee, or have your defective merchandise returned to you. Items damaged due to customer abuse or negligence will not be accepted.

All Sale items, Special Discount Offers and purchases made during Special Sales Events (including free shipping, gift with purchase, etc.) are final sale and are not eligible for return/refund. Please check the parameters of the promotion before purchasing.

Please note return shipping fees are responsibility of the purchaser and the original shipping fees paid are non-refundable. 

We regret that we are unable to refund your original shipping charges unless the return was a result of our error.

We monitor return activity carefully for abuse and reserve the right to limit returns/refunds. Orders, returns, and/or refunds may be refused at our discretion.  

In the case of items damaged during shipping, please contact us at hello@thekokocollection.com with photos of the products, packaging and shipping label.

To start a return, please follow the steps below:

1. Submit an enquiry by sending us an email at hello@thekokocollection.com.

2. Ensure you include your full name, order number, and provide details of the product(s) you would like to return.

3. Leave it with us! Our team will be in touch with the next steps. Products returned will be inspected and we will notify you if the refund is approved. Approved refunds will be automatically refunded on your original payment method. 

Damaged Items + Issues

At The Koko Collection, we meticulously pack each order with utmost care. However, despite our best efforts, some products might get damaged during transit. 

If your package arrives damaged, please contact us at hello@thekokocollection.com with photos of the products, packaging and shipping label.

For ingredient inquiries or concerns regarding allergies, please review product details and reach out to us if needed — our team is happy to help you choose the best products for your needs.

Exceptions / Non-Refundable Items

Unfortunately, we cannot accept returns on sale items or gift cards. We do not accept items that are opened and used. 

 We appreciate your understanding and happy shopping!