Return Policy

Returns/refunds

It is our intention that all orders are dispatched accurately and suitably packaged. However, should you receive any products in error or that are damaged this should be notified to us within 14 days of purchase date. Once we have received the item back only then shall we issue a refund to you.

We currently operate a 14 day returns policy . If you wish to return an item please contact our Customer Care team by email – customerservice@kokocouture.co.uk stating your name, order number and reason for return. Returning an item is at your own risk and should be sent in the safest possible way to make sure your item gets to us to complete your return. Original postage costs are non-refundable. For international customers, the cost of return is the customers responsibility. Once we have received your return and it has been checked by a member of our returns team, if it is accepted, a refund will be processed via your original payment method within five working days. If it is declined for any reason, we will email you with the reason and it will be your responsibility to cover the postage costs to have the item sent back to you. Please note, returned items must be unworn, in a resellable condition and in the original packaging with tags attached. Some items are exempt from returns due to hygiene reasons, These include earrings and hair pieces,extensions,wigs and accessories. Sale items are non refundable and are exchange only at our discretion. For any queries please contact us by email.

Returns for hair extensions/wigs/hair pieces/products we do not except due to hygiene reasons.

Returns on earrings is not accepted due to hygiene reasons.

All credits will be made using the original payment method used.

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.

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 re-shipment 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 returned to sender.

If you have not received 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).

Customs or import duties are charged once the parcel reaches the destination country. These charges must be paid by the customer. Unfortunately, KoKo Couture has no control over these charges, customs policies and import duties vary widely from country to country so we cannot give an exact figure of the fee you will incur. You may wish to contact your local customs office for current charges before you order, so you are not surprised by charges when your parcel arrives. If you refuse a parcel, please note you will be liable for the return costs and Customs charges if applicable. These charges will be deducted from the cost of your order.Customs or import duties are charged once the parcel reaches the destination country. These charges must be paid by the customer. Unfortunately, KoKo Couture a has no control over these charges, customs policies and import duties vary widely from country to country so we cannot give an exact figure of the fee you will incur. You may wish to contact your local customs office for current charges before you order, so you are not surprised by charges when your parcel arrives. If you refuse a parcel, please note you will be liable for the return costs and Customs charges if applicable. These charges will be deducted from the cost of your order.

In the event of the buyer not receiving the goods within 7 days of placing the order, we must be notified within a further 3 days. You can do so by contacting us here referring your order number, name, address and date of purchase otherwise we will not accept liability.