Shipping

O'KOKO ("we" and "us") is the operator of https://okokoofficial.com ("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.

1. General

Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.

2. Shipping Costs

Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase. This price will be the final price for shipping cost to the customer.

3. Delivery Terms

4.1 Transit Time Domestically

In general, domestic shipments are in transit for 2 - 7 days

4.2 Transit time Internationally

Generally, orders shipped internationally are in transit for 4 - 22 days. This varies greatly depending on the delivery option you have selected. We are able to offer a more specific estimate when you are choosing your shipping options at checkout.

4.3 Dispatch Time

Orders are usually dispatched within 2 business days of payment of order Our warehouse operates on Monday - Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

4.4 Change Of Delivery Address

For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.

4.5 P.O. Box Shipping

O'KOKO will ship to P.O. box addresses using postal services only. We are unable to offer couriers services to these locations.

4.6 Items Out Of Stock

If an item is out of stock, we will wait for the item to be available before dispatching your order. Existing items in the order will be reserved while we await this item.

4.7 Delivery Time Exceeded

If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.

5. Tracking Notifications

Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.

6. Parcels Damaged In Transit

If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.

7. Duties & Taxes

7.1 Sales Tax

Sales tax or GST has already been applied to the price of the goods as displayed on the website.

7.2 Import Duties & Taxes

Import duties and taxes for international shipments may be liable to be paid upon arrival in destination country. This varies by country, and O'KOKO encourage you to be aware of these potential costs before placing an order with us. If you refuse to to pay duties and taxes upon arrival at your destination country, the goods will be returned to O'KOKO

at the customers expense, and the customer will receive a refund for the value of goods paid, minus the cost of the return shipping. The cost of the initial shipping will not be refunded.

8. Cancellations

If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.

9. Insurance

Parcels are insured for loss and damage up to the value as stated by the courier.

9.1 Process for parcel damaged in-transit

We will process a refund or replacement as soon as the courier has completed their investigation into the claim.

9.2 Process for parcel lost in-transit

We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.

10. Customer service

For all customer service enquiries, please email 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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