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 the purchase date. Once we have received the item back only then shall we issue a refund to you.
Hair extensions must not be taken out of the original packaging if you wish to return them (they might arrive in clear see-through packaging or in a card box with a clear window). Unfortunately, if they have been opened, the seals are broken, and tags have been taken off, we will be 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”.
We currently do not offer free returns, you will need to pick a postal delivery company of your choice to return the order or unwanted items back to us at your own expense.
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 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 back to us.
If you have not received your order, we will need to raise an 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 firstname.lastname@example.org