When is live customer service available?
A friendly representive is waiting to answer your questions.
We're here everyday from 8:00-17:00 (GMT+8)
Email: service@kokoo.co.uk (Response within 24 working hours)
Address: Room F507-1520, 5th Floor, Building 6, Kunming Export Processing Zone International Jewelry Center, No. 31 Shuntong Avenue, Ala Subdistrict, Kunming, Yunnan, China
Can I send my questions or concerns via email?
Certainly. Simply send an email to our customer service at service@kokoo.co.uk, and we will get back to you within 24 working hours.
ORDERING INFORMATION
How do I order online?
Ordering online is easy and safe.
Our website will guide you through the process, but here is a quick preview:
1. Use our search bar or powse by department to find the item you want.
2. Click on the item you want.
3. Read the information on the product page and choose among available size and customization options for that item.
4. When you're done, click add to cart.
5. You can adjust quantities from the shopping cart.
6. Check your order carefully, then click the Check Out button.
7. Enter your shipping information. Select a shipping type and click Apply to view your order total and then Continue.
8. Please enter your payment details along with any coupon or gift voucher codes you wish to use, then submit.
Please review your order total before the final submission. Your card will be charged once you click 'Checkout'
9. Check your order carefully, then Submit your order.
Do I have to order online?
We welcome orders by email. You can send your order list to the customer service.
How do I change my order?
You can modify or cancel your order within 6 hours of purchase. Once the order has entered the shipping phase, we are no longer able to make any changes. Please contact us immediately via email for assistance.
If you wish to change or cancel your order, please contact our customer service online chat or send an email to customer service as soon as possible.
We will process your cancellation based on the timestamp of your email. As long as your request is sent within 6 hours of purchase, it will be honored.
We cannot modify, cancel, or correct your order in any way once it has entered the shipping phase.
What should I do if my order doesn't arrive?
Please contact us if your order does not arrive as expected. If an item is lost during transit, we will send a replacement package free of charge.
How to choose the right size for you?
For the best fit, we recommend measuring your chest, waist, hips, and shoulder width with a soft measuring tape before purchasing and referring to the size chart on the product details page. Sizes may vary slightly depending on the style and cut of the garment; please do not choose based solely on your usual clothing habits.
If your size falls between two sizes, we suggest choosing the larger size for greater comfort during activities and everyday wear.
Please allow a 1-3 cm difference due to manual measurement.
Can I place an order for my retail business?
We welcome corporate orders and are pleased to be able to offer volume discounts on our product price.
Please contact us by email.
We do not function as a wholesale distributor for any of the items we sell.
Shipping
When will I receive my order?
Order processing takes 1-3 business days. Delivery usually occurs within 7-12 business days. We will provide a tracking code as soon as your package is dispatched. Internal procedures such as customisations, backorders, or special orders may delay shipment.
Can I ship to a PO Box or private box address?
If you provide a PO Box shipping address, we can only ship via China Post.
Is any of your merchandise restricted in my country?
All countries regulate the quantities and varieties of items that can be imported.
It is not generally considered a restricted item, but please check with your local customs agency before ordering.
What should I do if I am missing an item or if I received a defective or incorrect item?
Please accept our apologies if your order was not processed correctly.
Just contact us, and we will do our best to correct your order as efficiently as possible.
We can usually reship new product for free.
RETURN POLICY
If you are not satisfied with your purchase, you can return the item to us within 30 business days of receiving the package for a full refund.
If the return is due to our error (defective/incorrect product), the costs are at our expense. If the return is for personal reasons (change of mind/incorrect size), the shipping costs are the responsibility of the customer.
Restocking Fee: None (£0.00).
Regardless of the reason why you are not satisfied with your purchase.
Please contact us in advance at service@kokoo.co.uk to obtain the correct address of our authorised return warehouse.
(We only accept returns of products that are unused, unwashed, undamaged, with tags intact, and including the original packaging.)
What else?
1. You can return your purchase within 30 business days of the date of receipt.
2. Products must be in resalable condition and in the original box/packaging.
3. Total Timeline: You can expect the entire refund process to be completed within 7 business days from the date we receive your return. You will receive a confirmation email once the refund has been initiated.
4. Please contact us to avoid delays in processing your refund.