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 telephone or via email. Cancellations made via email will be timed at 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 refund. Please see our Returns Policy for more information.
Discount codes are not valid on sale items, unless otherwise stated. Codes not valid in conjunction with any other code.
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.
- 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).
- Standard Delivery – £2.50
Delivery takes 2 to 4 working days and includes tracking of your package.
- Next Working Day Delivery – £4.50
Next working day delivery is available to most UK addresses for orders placed before 3pm, Monday to Thursday.
KoKo Couture do not deliver on weekends and public holidays so if a next working day order is placed after 3pm on a Thursday, delivery should be expected for the following Monday. For orders placed after 3pm on a Friday or over the weekend, arrival should be expected on the Tuesday.
By adhering to the recommendations above, you should receive your delivery the next day. Please note that Next Working Day Delivery is not available to a small number of postcodes due to postal limitations: 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)
- Flat Shipping – £1.50
Delivery takes 2 to 5 working days, there is no tracking code or signature required upon receipt of item for this basic delivery. Note that we do not hold any responsibility if the item does not get delivered or gets lost during delivery.
- European delivery
Up to 1kg
EUROPE Standard Delivery – £5.99 allow up to 4 -14 working days.
EUROPE standard delivery is available in the 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.
To check delivery for your area please email [email protected].
- International delivery
Up to 0.5kg
International standard delivery – £6.00 allow up to 5-14 working days.
International delivery includes Australia, Brazil, Canada, Honk Kong, Indonesia, Japan, Malaysia, New Zealand, Pakistan, Singapore, South Korea and the United States.
International express delivery- £13 allow up to 2-5 working days. This service only is available for USA. To ensure the safe delivery of your products, we recommend that you provide an address where you or an authorised representative is able to sign for delivery. We are unable to deliver to P.O. boxes or freight forwarding addresses.
To check delivery for your area please email [email protected].
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 (they arrive in clear see-through packaging). 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 [email protected]
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 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 [email protected]