Cancellation Request

Order Cancellation: Pre-Shipment

If you need to cancel an order or part of an order before it is dispatched, please do so as soon as possible. Cancellation requests may be submitted via your order management page, where available, or by contacting us directly via email: customerservice@kokocouture.co.uk.

You will not be charged any cancellation fee for orders cancelled before dispatch. Any payment already taken will be refunded to your original payment method. Once an order has been fulfilled or dispatched, it can no longer be cancelled, and the Post-Shipment cancellation process will apply.

For orders placed using Guest Checkout, cancellation requests may be submitted through the order confirmation email or by contacting us directly.

Order Cancellation: Post-Shipment

You may cancel your order within 14 days of receiving your purchase in accordance with your statutory rights. If you wish to cancel your order, you must notify us within 14 days of receiving the goods, and return the goods within a further 14 days.

For hygiene and safety reasons, hairpieces and related hair products must be returned in their original condition, with all tags, seals, and packaging intact. Items that show any signs of wear, use, alteration, or handling beyond what is necessary to inspect the product (including but not limited to being worn, tried on for extended periods, styled, cut, coloured, washed, brushed, or adjusted) are not eligible for return unless faulty.

We reserve the right to refuse a return or apply a reduction in refund value where the item has been returned in a condition that is no longer resalable due to hygiene or usage reasons.

Refunds will be processed within 14 days of receiving the returned goods, or, where applicable, receiving evidence that the goods have been returned.

This does not affect your statutory rights in relation to faulty, damaged, or incorrectly supplied goods. Please see our Returns Policy for further information.