T&C’s
Privacy Policy
Here at KoKo Couture we respect your privacy. KoKo Couture will never pass on your details to third parties. Your details will only be used to contact you regarding orders you have placed or for special offers at KoKo Couture.
Colour Matching Service
We love to help our customers find their ideal shade from our wide range of hair extensions and wigs and seek to give the best advice via email or social media. Ultimately the product decision lies with the customer and the company is not responsible for any disparity in colour matching. For our tips on the best colour matching read our guide here.
Order Cancellation: Pre-Shipment
If you need to cancel an order or part order transaction before it is shipped, please do so immediately via email. Cancellations made via email will be timed at the time of reading, not sending or receipt. You will not be charged any penalty and your payment method will also be cancelled. If the order has been shipped, then the Post-Shipment cancellation will apply.
Order Cancellation: Post-Shipment
You may cancel your order up to 14 working days from receipt of your purchase. All goods must be returned in an unopened and unused state for a refund. Please see our Returns Policy for more information.
Discount Codes
Discount codes are not valid on sale items and human hair extensions, unless otherwise stated. Codes are not valid in conjunction with any other discount codes.
Complaints
All complaints are responded to within 3 working days of receiving them. To make a complaint please contact us here. It is recommended that you check your junk mail folder as sometimes replies can go straight there.
The use of this website is subject to the following terms of use:
- Product specifications may alter due to circumstances beyond our control however if you are unhappy with the product supplied then you may cancel your order in accordance with your rights under the Consumer Protection (Distance Selling) Regulations 2000.
- This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
- Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
- From time to time this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
Delivery
STANDARD UK Delivery – £2.99
Order is shipped with a standard delivery method which takes 2 to 4 working days to arrive. If the order is placed on a weekday before 3PM, your order will be shipped out the same day. Any orders placed after 3PM, will be shipped out the next working day. We do not process orders on weekends and public holidays.
NEXT WORKING DAY UK Delivery (Order before 3PM on Monday-Friday) – £4.99
Delivery is on the next working day (Monday-Friday) if ordered before 3PM (Monday-Thursday). If you place your order after 3PM on Thursday, you will not receive this until the following Monday, our carriers do not deliver on weekends and public holidays. Please note that this is not a 100% guaranteed service.
If you order anytime after 3PM on Friday and over the weekend/bank holidays, your order will be dispatched the next working day (Monday for a delivery on Tuesday or Tuesday for a delivery on Wednesday if placed on bank holiday weekend).
We recommend you to place your order before the cut-off time (3PM Monday-Friday) if you would like to receive your order by the next working day.
Important: delivery addresses which are based in Scotland and Northern Ireland have a chance of not receiving their orders the next working day due to location. Unfortunately, the speed of delivery is out of our control.
Next Working Day Delivery is not available to a small number of postcodes: AB31-56, BF (All), GY (All), HS (All), IM (All), IV (All), JE (All), KA27-28, KW (All), PA20-80, PH15-50, TR21-25, ZE (All).
DELIVERY TO EUROPE - £7.00
Weight limit is up to 2 kg per delivery. If your order weighs more than that, it will be split in two deliveries.
Delivery will take from 4-15 working days. The speed of delivery depends on how quickly the order goes through the custom's office.
We ship to following countries – Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, the Netherlands, Norway, Poland, Portugal, Republic of Ireland, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland.
Additional taxes, fees, or levies may apply according to local legislation due to Brexit. You may be charged for handling fees and taxes as your order passes through customs. Any charges on a parcel must be paid by the person receiving the parcel. Unfortunately, we do not have control over these charges and we cannot tell you what the cost would be, as customs policies and import duties vary from country to country.
INTERNATIONAL DELIVERY - £7.00
Weight limit is up to 2 kg per delivery. If your order weighs more than that, it will be split in two deliveries.
Delivery will take from 5-15 working days. The speed of delivery depends on how quickly the order goes through the custom's office.
International delivery includes Australia, Brazil, Canada, Hong Kong, Indonesia, Japan, Malaysia, New Zealand, Singapore, South Africa, and the United States.
You may be charged for handling fees and taxes as your order passes through customs. Any charges on a parcel must be paid by the person receiving the parcel. Unfortunately, we do not have control over these charges and we cannot tell you what the cost would be, as customs policies and import duties vary from country to country.
INTERNATIONAL EXPRESS (the United States only)
£18 for orders below £90
£25 for orders from £90 - £180
£35 for orders over £180
Please note that the price difference is due to order's weight and value. The shipping will be provided by FedEx.
Please allow 2-5 working days for your order to be delivered.
To ensure the safe delivery of your products, we recommend that you provide an address where you or an authorized representative is able to sign for delivery. We are unable to deliver to P.O. boxes or freight forwarding addresses.
Returns policy
We strive to ensure that all orders are dispatched accurately and suitably packaged. However, should you receive any products in error or that are damaged please notify KoKo Couture within 14 days of purchase date. A refund will be issued to you once the item has been received back to KoKo Couture.
Hair extensions must not be taken out of the original packaging if you wish to return them (some of the products arrive in clear see-through packaging, some in card box with a clear window). Unfortunately, if they have been opened, the seals broken and tags off, we are unable to accept your return for hygiene reasons. This is in line with the Consumer Contracts Regulations, Part 3, Section 28, paragraph 3a which states “The rights conferred by this Part cease to be available in the following circumstances — in the case of a contract for the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons”.
If you receive the wrong item or something is missing from your order then please contact our Customer Care team and we will email you and despatch the correct item (stock willing) for you. If in the unfortunate event you receive a faulty item, please contact our Customer Care team in the first instance at customerservice@kokocouture.co.uk.
Should a parcel be returned to us undelivered, KoKo Couture will inform you of this and process a refund, deducting the shipping costs. If the postal service returns a package to us for any reason, the customer will be notified immediately to arrange for reshipment at your expense. Initial shipping costs are non-refundable as the post office does not reimburse us for the returned to sender package. Once the address is verified and the postage is paid in full – which is subject to the exact amount rather than the initial flat rate charge – the package will be shipped out immediately. Please make sure to enter your correct address at checkout to avoid it being returned to sender.
In the unfortunate event that you do not receive your order, we will need to raise a full investigation with our couriers which can take up to 2 weeks to confirm with them that you have not received your parcel. Once we can confirm this, we can re-despatch your order (stock willing).
If you would like to know any more information about our returns policy please email our customer service at customerservice@kokocouture.co.uk.