T&C’s

PLEASE NOTE WHEN YOU PURCHASE FROM KOKO COUTURE YOU ARE AGREEING TO OUR COMPANY TERMS AND CONDITIONS. PLEASE READ THEM CAREFULLY AND REGULARLY IN CASE OF ANY UPDATES OR CHANGES WE MAKE TO THEM.

1 – 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 concerning orders you have placed or for future promotions at KoKo Couture.

2 – Copyright

No image(s) may be used from this site without the written permission from either KoKo Couture or Terry by email web@kokofashion.co.uk, and anyone found to be doing so will be in infringing upon the copyright placed upon the images by the aforementioned parties.

3 – Order Information

We will confirm orders by email and update the order via email to let you know when it has been dispatched.

Orders will only be sent to you once your payment has fully cleared.

If you make a mistake with your order(s) you may be able to correct this by email. However, if your order has already been processed you will not be able to amend your order. If your order has been dispatched, please return this order to us within the given returns date – See 4 for details.

4 – 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 customer’s 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 exchangeable 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.

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 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.

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.

5 – Complaints

All complaints are responded to within 3 working days of receiving them. To make a complaint please contact us here. If you have not received any response from us, please check your junk mail folder just in case the response email got delivered there instead of your inbox.

6- UK DELIVERY

Up to 5kg

Standard Delivery – £2.99 (delivery takes 2 to 4 working days);

Flat Shipping  – £1.49 (delivery takes 2 to 5 working days).

This delivery method does not offer a tracking code. No signature required upon receiving. Note that we do not hold any responsibility if the item does not get delivered or gets lost during delivery.

Free Delivery (on orders over £50);

Next Working Day Delivery – £4.99;

Delivery is on the next day (Monday-Friday) if ordered before 3 PM (Monday-Thursday). If you place an order after 3 PM on  Thursday on a next working day service you will not receive this until the following Monday, we do not deliver on Saturdays. If you order anytime after 3 PM on Friday and over the weekend, you will receive your goods on Tuesday. Any orders placed on a Bank Holiday will be delivered 2 working days later.

Next Working Day Delivery is not a guaranteed service for Scotland and Northern Ireland customers.

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).

 

Next day delivery only valid on orders made before 3pm on Weekdays

7- EUROPE DELIVERY

Up to 1kg

EUROPE Standard Delivery – £5.99 allow up to 10-14 working days.
EUROPE standard delivery, deliver to 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.

 

Depending on your area code we may not deliver to your area to check this please email customerservice@kokocouture.co.uk.

8 – INTERNATIONAL DELIVERY

Up to 0.5kg

International delivery – £5.99 allow up to 10-14 working days.
International delivery includes Australia, Brazil, Canada, Honk Kong, Indonesia, Japan, Malaysia, New Zealand, Pakistan, Singapore, South Korea and the United States.

Depending on your area code we may not deliver to your area to check this please email customerservice@kokocouture.co.uk.