Returns

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@kokocosmetica.com.au.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello@kokocosmetica.com.au.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
Unfortunately refunds are not accepted,we only allow exchanges or store credit so please keep this in mind when shopping. We will notify you once we’ve received and inspected your return, and let you know if the exchange was approved or not. If more than 15 business days have passed since we’ve approved your return, please contact us at hello@kokocosmetica.com.au

O'KOKO RETURNS

: We want you to be completely satisfied with your online purchase. If you change your mind for any reason, we will gladly accept a return of any full priced item for a refund or store credit subject to the following conditions:
- the item must be posted in the mail within 14 days of receiving your order.
- items must be returned in original condition, unworn, unaltered, unwashed including tags. Please take care when trying on garments, as we cannot accept garments that show any signs of marks, hairs, makeup stains, odours, or the scent of perfume. Any garments that appear to have been worn, washed, or altered in any way will be refused and returned to you.
Please note, we do not accept returns or exchanges on Final Sale and Sample items.
Should we identify unreasonable patterns of returns or purchase, or use of garments for the creation of content for personal or professional gains, we may restrict or refuse future orders.
: Due to the limited nature of our pieces, we do not offer exchanges. If you would like a different size or alternative item, we recommend purchasing the new item and following the returns process for the original item.
: Final Sale & Samples
Item/s marked as "Final Sale" and “Sample” cannot be returned. If merchandise is returned despite this policy, items will be sent back to you at an additional charge.
Promotional Items
Full priced items purchased during a sale or using an applied or automatic discount code (eg. Black Friday/Boxing Day) can be returned for a Store Credit only.
Gift Cards
Gift Cards can not be returned.
: If you receive a faulty or incorrect item please immediately contact our customer care team at hello@kokocosmetica.com.au with your order number along with images and information regarding the item/s you have received so we can work with you to resolve it as soon as possible.
We send our deepest apologies for any inconveniences caused by receiving a faulty or incorrect item and endeavour to have the issue rectified as soon as possible.
: Please note that we make every effort to process refunds on a daily basis. However, kindly allow for a processing time of 2-5 business days from the date that the returned item is received by O'KOKO.
Upon receipt of the returned items, they will undergo a thorough quality review. Once the items have been cleared, you will receive a refund or credit note for the purchase price (excluding original shipping cost and return handling costs) directly to the original method of payment used for purchase.
You will be notified via email once the return has been processed. Refunds will be issued to the credit card, PayPal, AfterPay or Klarna account that the payment originally came from.
If the order was paid for using a Gift Card / Store Credit voucher code, refunds will be issued via a new Gift Card / Store Credit voucher code.

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O'KOKO RETURNS